Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

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Presentation transcript:

Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

Lead a Plan-Do-Check-Act (PDCA) process improvement initiative. Use quality tools for analysis and problem solving. Compare and contrast the corporate programs for quality improvement. Learning Objectives

Foundations of Continuous Improvement - Customer Satisfaction - Management by Facts - Respect for People Plan-Do-Check-Act (PDCA) Cycle Problem Solving (10 steps) Quality and Productivity Improvement Process

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Check Sheet

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Run Chart

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Histogram of Lost Luggage

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Pareto Chart of Problems 8-11

Pareto Analysis of Flight Departure Delay Causes

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Flowchart at Departure Gate Passenger Arrives at Gate Wait for row call Proper Boarding Pass Directed to Appropriate Gate Oversize Carry-on Check Luggage Passenger Boards Aircraft Yes No 8-14

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart) 8-16

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

Scatter Diagram

Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

expected Lower Control Limit Control Chart of Departure Delays

Marriott Personnel Programs Zero Defects (Crosby) Demings 14 Point Program Malcolm Baldrige Quality Award ISO 9000 Six-Sigma Corporate Programs for Quality Improvement

Six Sigma DMAIC Process Steps StepDefinition DefineDefine project objectives, internal and external customers MeasureMeasure current level of performance AnalyzeDetermine causes of current problems ImproveIdentify how the process can be improved to eliminate the problems ControlDevelop mechanisms for controlling the improved process 8-22

The Seven-Step Method (SSM) Step 1: Define the project Step 2: Study the current situation Step 3: Analyze the potential causes Step 4: Implement a solution Step 5: Check the results Step 6: Standardize the improvement Step 7: Establish future plans

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