Chapter 10 The Tools of Quality

Strategic Quality Planning The Tools of Quality Chapter 10 Improving the system Ishikawa’s basic seven tools of quality Seven new tools for improvement Other tools for performance measurement

Strategic Quality Planning The Tools of Quality Improving the System The business must balance the needs of the basic functional areas: Supply Chain Management Marketing Accounting Human Resources Operations Engineering Strategy

Strategic Quality Planning The Tools of Quality Improving the System A quality system uses the business model with a focus on the customer and includes the dynamics of continual improvement, change, planning and renewal.

Strategic Quality Planning The Tools of Quality Improving the System Quality System Model

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A closer look at Quality Check sheets Histograms Scatter plots Control charts Cause and effect diagrams Pareto analysis And - Seven new tools for improvement (N7)

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Logical Map of the Order of the Basic Seven (B7) Tools

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A picture of the process The first step of the process is to create a map of the process as it exists.

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A picture of the process Using simple symbols chart the process from the beginning. Basic Mapping Symbols

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A picture of the process Develop a general process map and then fill it out by adding more detail or a subflowchart to each of the elements

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A picture of the process Step through the process by interviewing those who perform it- as they do the work

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A picture of the process Determine which steps add value to the process and which don’t in an effort to simplify the work.

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process maps A picture of the process Before simplifying work, determine whether the work really needs to be done in the first place.

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process Mapping: Home Occupation Process- Current

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process Mapping: Home Occupation Process- Proposed

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Steps in Process Mapping include: Settling on a standard set of process mapping symbols to be used. Clearly communicating the purpose of the process map to all the individuals involved in the exercise. Observing the work being performed by shadowing the workers performing the work. Developing a map of the process. Reviewing the process map with the employees to make needed changes and adjustments to the process map. Develop a map of the improved process.

Process Map with Responsibility of Existing Process

Process Map with Responsibility of Existing Process

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Check Sheets Data gathering tools that can be used in forming histograms They can be either tabular or schematic Copier Project Check Sheet

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Histograms A representation of data in a bar chart format Also used to observe the shape of data. “How are the data distributed?”

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Histograms The are several rules for developing histograms The width of the histogram bars must be consistent The classes mutually exclusive and all-inclusive or collective exhaustive

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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.

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Scatter plot of the relationship between conformance data and prevention and appraisal quality related costs

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Healthy People Inc. Relationship between absenteeism and the number of overtime hours worked by employees

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Control charts Used to determine whether a process will produce a product or service with consistent measurable properties. Two Control Charts usually used together

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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.

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Ishikawa diagram for a wood mill experiencing problems with wobbling blades in its saws

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Pareto Analysis Steps used include: Gathering categorical data relating to quality problems Drawing a frequency chart Focusing on the tallest bars of the frequency chart first

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Pareto Chart showing non-standardized procedures for setting up copying jobs are the most frequently occurring problem causing slow setups

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) GOAL/QPC recommends that the N7 tools be used in a “Cycle of Activity”

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7)

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven management and planning tools: typical flow

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality The Affinity Diagram creates a hierarchy of ideas Identify the problem Have the team members write down issues Allow 10 minutes for this activity Lay out the written cards on a flat surface so that all can see them

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality The Affinity Diagram creates a hierarchy of ideas Let everyone move the cards into groups silently If you disagree – say nothing but move the card You have reached consensus when all cards are in groups and no one is moving them Draw the affinity diagram

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Affinity Diagram

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Interrelationship Digraph after completing the affinity diagram Construct an affinity diagram 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

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Interrelationship Digraph after completing the affinity diagram Count the number of arrows pointing to each note Identify the cards with the most issues as the “key factors”

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Interrelationship Digraph after completing the affinity diagram Draw a double box around the key factors and brainstorm ways to address these issues

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Interrelationship Digraph

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Interrelationship Digraph

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Tree Diagram is useful to identify the steps needed to address the given problem

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Prioritization Grid is used to make decisions based on multiple criteria. It involves assigning percentages and weights to each criterion and ranking them.

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Matrix Diagram is similar to the quality function deployment It is used as a brainstorming tool

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Process Decision Program Chart is a tool to help brainstorm possible contingencies. Steps are: Develop a tree chart, placing first level boxes in sequential order Moving the second level list implementation details at a fairly high level

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Process Decision Program Chart is a tool to help brainstorm possible contingencies. Steps are: At the third level ask “What could go awry?” At the fourth level Brainstorm counter measures to the third level Evaluate the countermeasures for feasibility

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Process Decision Program Chart

Strategic Quality Planning The Tools of Quality Ishikawa’s Seven Basic Tools of Quality Seven new tools for improvement (N7) The Activity Network Diagram is used in controlling projects Also known as PERT (program evaluation and review technique)

Strategic Quality Planning The Tools of Quality Other Tools for Performance Measurement Spider Charts Graphs that represent multiple metrics simultaneously in a two-dimensional plane

Strategic Quality Planning The Tools of Quality Other Tools for Performance Measurement Balanced Scorecards Important tool for measuring performance Usually spreadsheets

Strategic Quality Planning The Tools of Quality Other Tools for Performance Measurement Dashboards Quickly communicate performance levels

Strategic Quality Planning The Tools of Quality Summary Improving the system Ishikawa’s basic seven tools of quality Seven new tools for improvement Other tools for performance measurement

Printed in the United States of America. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.