Chapter 51 Products, Processes, and Quality Chapter 5 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by John Wiley & Sons, Inc., 1999 Prepared by Dr. Tomi Wahlström, University of Southern Colorado

Chapter 52 Products & Processes w Custom Product: Produced for specific customers who can specify the requirements for the product w Consumer Product: Large group of customers dictates product requirements w Custom/Commodity Services

Chapter 53 Processes w What is a process: Logically related collection of actions or operations that work together to produce a given result Transforms inputs into outputs Also called function, work effort, work activity, etc. Inputs and outputs define the process

Chapter 54 Input-Process-Output Diagram w A simple tool for describing processes w It is to serve as a tool for solving a problem, not for creating one

Chapter 55 Flowchart w Tool for mapping the time sequence of events in a process w Shows chronological steps that an operation follows Diamond: Decision Box: Task Eclipse: Start and End

Chapter 56 The System Life Cycle w IProposal Stage w IIBuilding Stage w IIIOperating Stage w IVReplacement Stage All stages are sequential Each stage has different quality issues: all users identified, meeting requirements, providing products, have we learned anything?

Chapter 57 Production Process w Management Challenge: Processes are defined effectively Processes are created, deployed, and implemented properly Processes are operated properly Processes are monitored to assure that they are providing expected results in an effective manner

Chapter 58 Process Documentation w Procedure: specific work effort w Instruction: detailed requirement w Records: means of documenting

Chapter 59 Project Management w Being in charge of a specific operation of a project process w Project is a single time effort needed to produce a product Contrasted with continuing efforts w System development process: process used to develop a production system System development project

Chapter 510 Process Variability w Nothing is certain but death (and taxes) - B. Franklin w Every process exhibits randomness and is probabilistic w Two types of causes: Assignable causes Non-assignable causes or common-cause variation

Chapter 511 Deming’s Red Bead Experiment w Six people taking samples from a jar of 4000 beads w 20% are red and 80% white w Objective to produce white beads With 50 draws, one can expect 10 red in average since the process is stable, etc. - There is no reason to believe that best performers will continue to be the best

Chapter 512 Deming’s Funnel Experiment w Process variation is a fact w In funnel experiment, different strategies to tamper with stable system caused greater variance w Deviations from the target are purely random and cannot be assigned a cause

Chapter 513 Questions?

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