The Quality Improvement Model Define Process The Quality Improvement Model Select Measures Collect & Interpret Data Define Process Is Process Stable ? Entering first step of the model This module explains this step No Investigate & Fix Special Causes Purpose: Communicate to an individual or team a clear understanding of the process under study. Establish improved and consistent process operations. Yes Is Process Capable ? No Improve Process Capability Yes Use SPC to Maintain Current Process

Process Components Processes are where the work actually gets done Suppliers Inputs Processes Outputs Customers Processes are where the work actually gets done Transforming inputs into outputs A process is any activity that converts All processes involve Suppliers, Inputs, Outputs, and Customers

Defining Processes Why Communicate to an individual or a team a clear understanding of the process under study. Standardize process operations. These are the activities involved in defining processes How Identify and list Suppliers, Inputs, Outputs, and Customers. Develop flow chart of the process steps. Assure a common understanding of related procedures. Verify practice vs. procedure.

Process Standardization STANDARDIZATION is everyone following the procedures the same way. These Procedures: Why might standardization be good? What if you have 4 operators and 1 has a new way to do something? Do you want that person to do it their own way, or do you want them to keep doing it the same way as everyone else even if they think it is better? Imai Quote - Talk about some of the operations that should and shouldn’t be standardized. Examples. Don’t want standardization to rob people of their creativity. Don’t overdo it. Have class discuss personal experience. Are not the optimum perfection. Are not necessarily the current best known methods. Are the agreed-upon methods. “It is neither possible nor necessary to standardize all the operations. However, crucial elements...should be measurable and standardized.” —Misaaki Imai KAIZEN

Process Flow Charts Purchasing Process Manufacturing Submits Purchase Order A Graphical display of the steps in a process. Purchasing Contacts Vendors for Pricing Vendor Submits Bids Discuss Quality vs. Price and Select Vendor Standard Symbols Can Vendor Meet Schedule? Process Steps No Yes Decisions Vendor Delivers Goods Manufacturing Inspects Goods Beginning or End Points, or Connectors between pages Purchasing Pays Vendor End

Process Mapping Pumping Filtration Extrusion String Up Quench Cutting Outputs Chip weight Chip viscosity Chip defects Gels Dirt Shutdown/rate

Detailed Process Maps What is the tool? Graphical illustration of the process What will the tool identify? All value-added and non-value-added process steps Input variables (X’s) Output variables (Y’s) Data collection points When do you apply process mapping? Always

Process Mapping Steps Identify the process, its external inputs and customer outputs Identify all steps in the process graphically List output variables at each step List input variables and classify process inputs as controlled or uncontrolled Add process specifications for input variables

Step 1: Identify the Process and Inputs/Outputs We need to get a 50,000 ft. view of the process first First identify the process in simple terms Secondly we identify external inputs Incoming information Raw materials Personnel Energy requirements Finally we identify the customer requirements (outputs) Identify the attributes of a correctly functioning product or service

Step 1: Examples Manufacturing Fluid Bed Dryer Non- Manufacturing Rate Temperature Air Flow Residence Time Appearance (Color ) Physical Chem Properties Cycle Time (plugging) Zone 3 Temp Inputs Outputs Order Entry Phone FAX Email Price Availability Confirmation of Order Promise Date Order number Non- Manufacturing

Step 2: Identify All Steps in the Process Include all value-added and non value-added steps Process steps, inspection/test, rework, scrap points Manufacturing Mixing Water and Metals Preparation Extrusion Extrude through die Dryer Calciner NADM Solution Preparation Impregnation Fluid Bed Dryer Final preparation / appearance issues Metals addition Material drying, surface area issues Non-Manufacturing Answer Phone Greet customer Determine parts needed Identify need date Identify ship to address Identify price Identify shipment method Internal Information Get internal P/N Determine terms Identify lead time Complete order worksheet Order Entry Input information Print order confirmation Determine ship date Review order Order Confirmation FAX confirmation to customer Verify manufacturing receipt of order

Step 3: List Key Output Variables Include both process and product output variables Manufacturing Outputs TV of Mix -Quality Check around extrusion TV of Mix - Quality Check around extrusion Surface Area Pore Volume Appearance pH Temp Specific Gravity Clarity Appearance (Color, Wetness) Appearance (Color) Physical Chemical Properties Cycle Time (plugging) Zone 3 Temp Mixing Water and Metals Preparation Extrusion Extrude through die Dryer Calciner Material drying, surface area issues NADM Solution Preparation Impregnation Metals addition Fluid Bed Dryer Final preparation / appearance issues

Step 3: List Key Output Variables Include both process and product output variables Prompt answer Live body Part number Availability Need date Customer number Order worksheet Pricing Non-Manufacturing Outputs Answer Phone Greet customer Determine P/N Identify need date Identify ship to address Identify ship method Internal Information Get internal P/N Determine terms Identify lead time Complete order worksheet Order in computer All line items complete Correct info Promise date Order number Printed confirmation Order confirmation to customer Order to production Order Entry Input information Print order confirmation Determine ship date Review order Order Confirmation FAX confirmation to customer Verify manufacturing receipt of order

Step 4: List and Classify Key Input Variables List all key input variables and classify them as Controlled inputs Uncontrolled inputs Controlled Inputs: Input variables that can be changed to see the effect on output variables Sometimes called “knob” variables Uncontrolled Inputs: Input variables that impact the output variables but are difficult or impossible to control (may also be controllable, just not under control currently) Example: Environmental variables such as humidity Critical Inputs: Input variables that have been statistically shown to have a major impact on the variability of the output variables

Process Mapping Examples Manufacturing Outputs TV of Mix -Quality Check around extrusion TV of Mix - Quality Check around extrusion Surface Area Pore Volume Appearance pH Temp Specific Gravity Clarity Appearance (Color, Wetness) Appearance (Color) Physical Chemical Properties Cycle Time (plugging) Zone 3 Temp Mixing Water and Metals Preparation Extrusion Extrude through die Dryer Calciner Material drying, surface area issues NADM Solution Preparation Impregnation Metals addition Fluid Bed Dryer Final preparation / appearance issues Total Rate C Mixer Speed C Al2O3 Qual U Rec Comp U Ext Rate C Die Wear U Ext RPMs C Die Change U Temperature C Rot speed C Draft C Feed Rate C Drying air U Inputs Types Inputs Types Nitric Acid C H2O2 C Water C ADM C Hold Time U Agitation C Phos Acid C Nozzle Type C Spray Time C Moly C Nickel C Base C Rate C Air Flow C Res Time C

Process Mapping Examples Non-Manufacturing Inputs Type Information from customer Greeting script Answering procedure Telephone system Cross reference for P/N’s Order information Plant loading information Order worksheet form Pricing algorithm C U Outputs Answer Phone Greet customer Determine P/N Identify need date Identify ship to address Identify ship method Internal Information Get internal P/N Determine terms Identify lead time Complete order worksheet Inputs Type Order worksheet Computer entry screens Lead time information from mfg Shipment method Printed confirmation sheet Production schedule Customer contact info Production contact info Confirmation procedure U C Outputs Order Entry Input information Print order confirmation Determine ship date Review order Order in computer All line items complete Correct info Promise date Order number Printed confirmation Prompt answer Live body Part number Availability Need date Order Confirmation FAX confirmation to customer Verify manufacturing receipt of order Customer number Order worksheet Pricing Order confirmation to customer Order to production

Step 5: Add Specifications for Inputs For input variables identified as Controlled and Critical Inputs, we can add the operational specifications and targets for these variables This information is the beginnings of the Control Plan!

Using Process Maps to Evaluate Processes Understand customer/supplier relationships Discover unnecessary steps Achieve agreement on process Everyone understands their role Provides inputs to Cause and Effects Matrix Provides inputs to Control Plan Summary Provides inputs to Capability Summary Excel template: Process Map Master.XLS Mostly a review slide Flow charts lead to formal procedures These procedures should then be standardized, or at least certain steps within them Don’t drive this into the ground! Move on!