copyright © 2013 pearson education, inc. publishing as prentice hall. 10- 1 chapter 10 the tools of...

Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.10- 1

Chapter 10

The Tools of Quality


Strategic Quality PlanningThe Tools of Quality Chapter 10

Improving the systemIshikawa’s basic seven tools of qualitySeven new tools for improvementOther tools for performance measurement


Strategic Quality PlanningThe Tools of Quality Improving the System

The business must balance the needs of the basic functional areas:Supply Chain ManagementMarketingAccountingHuman ResourcesOperationsEngineeringStrategy



A quality system uses the business model with a focus on the customer and includes the dynamics of continual improvement, change, planning and renewal.



Quality System Model


Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality

1. Process maps A closer look at Quality

2. Check sheets

3. Histograms

4. Scatter plots

5. Control charts

6. Cause and effect diagrams

7. Pareto analysis And - Seven new tools for improvement

(N7)



Logical Map of the Order of the Basic Seven (B7) Tools



1. Process maps

A picture of the process

The first step of the process is to create a map of the process as it exists.



1. Process maps


Using simple symbols chart the process from the beginning.

Basic Mapping Symbols



1. Process maps


Develop a general process map and then fill it out by adding more detail or a subflowchart to each of the elements



1. Process maps


Step through the process by interviewing those who perform it- as they do the work



1. Process maps


Determine which steps add value to the process and which don’t in an effort to simplify the work.



1. Process maps


Before simplifying work, determine whether the work really needs to be done in the first place.



Process Mapping: Home Occupation Process- Current



Process Mapping: Home Occupation Process- Proposed



Steps in Process Mapping include:

1. Settling on a standard set of process mapping symbols to be used.

2. Clearly communicating the purpose of the process map to all the individuals involved in the exercise.

3. Observing the work being performed by shadowing the workers performing the work.

4. Developing a map of the process.5. Reviewing the process map with the employees to make needed

changes and adjustments to the process map.6. Develop a map of the improved process.


Process Map with Responsibility of Existing Process



A closer look at quality Extended Process Mapping of Supply

Chains Map

Supplier process Receiving Internal Processes Shipping Customer service processes


Supply Chain Map for Global Corp.


Improved Supply Chain Map



2. Check Sheets Data gathering tools

that can be used in forming histograms

They can be either tabular or schematic

Copier Project Check Sheet



3. Histograms A

representation of data in a bar chart format

Also used to observe the shape of data.

“How are the data distributed?”



3. Histograms The are several rules for developing

histograms

1. The width of the histogram bars must be consistent

2. The classes mutually exclusive and all-inclusive or collective exhaustive



A rule of thumb for the number of classes:

# of Observations

# of Classes

9 to 16 4

17 to 32 5

33 to 64 6

65 to 128 7

129 to 256 8



4. Scatter Diagrams Used to examine the relationship between

variables. Sometimes used to identify indicator variables in

organization. Quite easy to develop using the charting facilities

in spreadsheets packages such as Excel.



Scatter plot of the relationship between conformance data and prevention and appraisal quality related costs



Healthy People Inc.

Relationship between absenteeism and the number of overtime hours worked by employees



5. Control charts

Used to determine whether a process will produce a product or service with consistent measurable properties.

Two Control Charts usually used together



6. Cause and effect diagrams The “Fishbone” or Ishikawa

Diagram Looks like the skeleton of a fish The head is the problem The ribs are the major causes Sub-causes forming smaller

“bones” off of the ribs.



6. Cause and effect diagrams State the problem clearly in the head of

the fish Draw the backbone and ribs Ask the participants to identify the

major causes of the problem Continue to fill out the diagram asking

“Why?” about each problem or cause



6. Cause and effect diagrams It usually takes no more than five

levels of questioning … “Five why’s”

View the diagram and identify core causes

Set goals to address the core causes



Ishikawa diagram for a wood mill experiencing problems with

wobbling blades in its saws



7. Pareto Analysis

Used to identify and prioritize problems to be solved

Aided by the 80/20 rule 80% of the problems are created

by … 20% of the causes



7. Pareto Analysis

Information must be selected based on types or classification of defects

Data must be collected and classified into categories

A frequency chart is constructed showing the number of occurrences



7. Pareto Analysis Steps used include:

1. Gathering categorical data relating to quality problems

2. Drawing a frequency chart

3. Focusing on the tallest bars of the frequency chart first



Pareto Chart showing non-standardized procedures for setting up copying

jobs are the most frequently occurring problem causing slow setups



Seven new tools for improvement (N7)

GOAL/QPC recommends that the N7 tools be used in a “Cycle of Activity”



Seven management and planning tools: typical flow



The Affinity Diagram creates a hierarchy of ideas

1. Identify the problem

2. Have the team members write down issues

3. Allow 10 minutes for this activity

4. Lay out the written cards on a flat surface so that all can see them



The Affinity Diagram creates a hierarchy of ideas

5. Let everyone move the cards into groups silently

6. If you disagree – say nothing but move the card

7. You have reached consensus when all cards are in groups and no one is moving them

8. Draw the affinity diagram



Affinity Diagram




The Interrelationship Digraph after completing the affinity diagram

1. Construct an affinity diagram

2. Examine the cards one by one asking “What other issues are caused or influenced by this issue?” Draw a one way arrow from the first issue to the second





3. Count the number of arrows pointing to each note

4. Identify the cards with the most issues as the “key factors”





5. Draw a double box around the key factors and brainstorm ways to address these issues



Interrelationship Digraph




The Tree Diagram is useful to identify the steps needed to address the given problem




The Prioritization Grid is used to make decisions based on multiple criteria. It involves assigning percentages and weights to each criterion and ranking them.




The Matrix Diagram is similar to the quality function deployment

It is used as a brainstorming tool




The Process Decision Program Chart is a tool to help brainstorm possible contingencies. Steps are:

1. Develop a tree chart, placing first level boxes in sequential order

2. Moving the second level list implementation details at a fairly high level



Seven new tools for improvement (N7) The Process Decision Program Chart is a tool

to help brainstorm possible contingencies. Steps are:

3. At the third level ask “What could go awry?”

4. At the fourth level Brainstorm counter measures to the third level

5. Evaluate the countermeasures for feasibility



Process Decision Program Chart




The Activity Network Diagram is used in controlling projects

Also known as PERT (program evaluation and review technique)


Strategic Quality PlanningThe Tools of Quality Other Tools for Performance Measurement

Spider Charts

Graphs that represent multiple metrics simultaneously in a two-dimensional plane



Balanced Scorecards

Important tool for measuring performance Usually spreadsheets



Dashboards Quickly

communicate performance levels


Strategic Quality PlanningThe Tools of Quality Summary

Improving the systemIshikawa’s basic seven tools of qualitySeven new tools for improvementOther tools for performance measurement


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copyright © 2013 pearson education, inc. publishing as prentice hall. 10- 1 chapter 10 the tools of...

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