Check Sheet Implementation Utilizing Check Sheets to Improve Quality Check Sheet Application created by: Blair Whitehead bew135@psu.edu at The Pennsylvania State University for Total Quality Management 470W Dr. Tom Foster

Contents Check Sheets Defined Brainstorming Exercise Creating Check Sheets How they work Benefits/Problems Real World Example Practice Exercise

Check Sheets Defined What is a check sheet? A basic tool for monitoring quality improvement processes A simple data collection device There are two varieties of check sheets Tabular Example Schematic Example1 Check sheets are considered one of the seven basic tools for improving quality improvement processes. The seven tools are: flowcharts, cause & effect diagrams(fishbone diagrams, Ishikawa diagrams), control charts, histograms, check sheets, pareto charts and scatter diagrams They are simple data collection devices in that they have the ability to interpret results from the data as soon as it is collected. They also have the ability to analyze trends that are evident upon collection of the data provided that it has been collected accurately, a topic which will be discussed later. Note: Check sheets provide a quick answer to a problem, therefore, do not attempt to make assumptions that the data will not support. Data sheets should be used for in depth problem analysis and stratification. Some check sheets can be complex in the form of multiple entry ledgers if the process you are monitoring is very complex or the time constraint is longer than usual. It also depends on the question that you are trying to answer. Tabular Example: Derived From http://class.et.byu.edu/mfg340/lessons/seventools/checksheets.htm Schematic Example1: Cited From Quality Progress Magazine “The Tools of Quality Part V: Check Sheets.” Quality Progress Magazine October 1990: 53-55.

Check Sheets Defined Common Types Distribution Check Sheets Used to collect data in order to determine how a variable is dispersed within an area of possible occurrences Location Check Sheets Highlights the physical location of a problem/defect in order to improve quality They may also utilize visual(schematic) drawings of areas in order to record where problems are occurring Examples of Distribution and Location Check Sheets are provided from the North Carolina Department of Transportation. http://www.dot.state.nc.us/financial/productivity/CPI/CPIToolbox/entire.pdf Also known as defective item check sheets Distribution Example: a distribution check sheet could be used to collect information about the number of people arriving for service at a drivers license office at various times of the day. Data collected in this sample could assist in determining staffing levels at different times of the day. Also known as defective location check sheets Location Example: For example, at a rail station serving the Piedmont train, we may want to know where passengers stand while waiting for the train to arrive. This information might be used to improve signage, place seating options, or to reduce boarding time. This check sheet usually contains a sketch of the area in question and provides space to record where passengers are waiting.

Check Sheets Defined Common Types, Continued Cause Check Sheets Used to keep track of how often a problem happens or records the cause to a certain problem. Classification Check Sheets Used to keep track of the frequency of major classifications involving the delivery of products or services Examples of Cause and Classification Check Sheets are provided from the North Carolina Department of Transportation. http://www.dot.state.nc.us/financial/productivity/CPI/CPIToolbox/entire.pdf Also known as defective cause check sheets Cause Example: In our drivers license example, we may want to know how many people fail to have proper identification, have a “stop” on their license, cannot pass the vision, written or skills test, or don’t have the necessary fees. This information would be useful in directing problem reduction in areas where the causes are the greatest. Also known as checkup confirmation check sheets Classification Example: We might want to know how many of each type truck passes through the weigh stations. This data might be used in changing legislation to either increase or decrease the numbers of trucks passing through the weigh stations.

Optional Brainstorming Exercise Creating a Check Sheet In groups of three to five people, brainstorm a simple process, which can be internal or external of the organization, and create a list of questions that should be answered by the check sheet process. The check sheets can simply outline processes to track defects or the groups can brainstorm specific major defects and only include those in the check sheet. Some example questions cited from the North Carolina Department of Transportation. http://www.dot.state.nc.us/financial/productivity/CPI/CPIToolbox/entire.pdf What happens? Who does it, receives it, or is responsible for it? Where does it happen? When does it happen? How often does it happen? How does it happen? How long does it take? How much (quantity) does it require? These questions might not all pertain to every process and are basically some suggestions that can be modified for your organization’s specific use

Creating Check Sheets Step One Step Two Identify the question Develop and understand the question(s) that need to be answered before the data collection process Step Two Identify potential problem areas Outline the production process Figure out the potential processes that could be causing defects Get employees involved who know the processes well This is perhaps the most important step in the implementation of check sheets. If you don’t know what you are looking for, how will you know where to look for a solution? The creator(s) of the check sheet should make a list of questions that the data collected should be able to answer based on the notes in the previous slide. Step One Example Identification question: Why are most of our products being returned within the first year of their use? Outlining the production process can provide insight as to the obvious nature of the defects and/or can cause problematic processes to surface that may not have been evident before. It is important to get employees involved in the design and implementation of the check sheets because they know the processes better than most others and will be more dedicated and more familiar with the sheets during the implementation and collection of data. Step two Example: Create a list of major defects that are occurring or an outline of the production process. This in turn creates the problem column of a tabular check sheet diagram.

Creating Check Sheets Step Three Step Four Tracking problems/defects Construct a tabular or schematic diagram in order to track problems in production processes Step Four Recording problems/defects Physically record every instance that a problem/defect is encountered Step Three: The construction of the diagrams was discussed and practiced earlier in the presentation. Both types of diagrams accomplish the same task so the choice of diagram can be based on personal preference or ease of design(meaning that a tabular diagram can be created easily using a program such as Microsoft excel or simple products can be easily laid out schematically). Step Four: This step is most important for accuracy of information. Most problems, if they occur, are due to biases during the recording phase. These biases are discussed later in the check sheet problems slide. The basic premise of this step is to physically “check” or record problems whenever they occur through the use of the constructed diagrams.

Benefits Efficiency/Speed Systematic and Organized Ease of use/Simplicity Can be used in conjunction with other charts and diagrams for a more in depth analysis They provide quick answers to simple questions and provide a simple analysis of the current situation making needs for improvement visible. They are very simple sheets to create and problems can be recorded easily using check marks or numbering. They can be used with other tools such as Pareto charts, cost analysis diagrams, bar or line charts or histograms in order to develop a more detailed analysis of problems.

Problems Data Inaccuracies Check Sheet Biases Exclusion Interaction Perception Operational Nonresponse Estimation Data Inaccuracies are caused by Check Sheet Biases Exclusion – some parts of the process have been left out of the tracking process Interaction – process of gathering data can affect the area that is being checked. If a process is studied once, the process may not reflect an average and might represent an extreme scenario if the process is sped up or run slower. Perception – attitudes and/or beliefs of personnel can affect how they record data Operational – failure to follow procedures usually due to insufficient training or instruction Nonresponse – missing data, assuming that the missing data looks like the collected data when in fact the probable reason for it being missing is that it is different. Estimation – a bias due to how the process statistics are calculated because it is in fact an estimate of what could happen.

Real World Example Mitsubishi Motors http://www.mitsubishi-motors.co.jp/inter/NEWS/0010-03/n001020.html Mitsubishi motors has defects in several car models and they use check sheets to track the defects in order to improve their production processes The check sheet link is http://www.mitsubishi-motors.co.jp/inter/NEWS/0010-03/n010215a.html This example shows that Mitsubishi motors is having defects with their products and that they have used check sheets to record the defects in order to figure out where the problem areas are and to improve production processes where necessary. The link to the check sheets is under the "summary of recall" link at the bottom of the first page or you may use the second link on the slide. Mitsubishi has also developed and made available a plan to pursue better quality along with their current operations status.

Check Sheet Exercise Creating a Check Sheet In groups of three to five people, choose a simple process, which can be internal or external of your organization, and create a check sheet that would seem most appropriate for the process you chose. The design of the check sheet is to be determined by the group. Refer to previous examples for ideas of how or where to begin if necessary. Paper clip experiment At the trainer’s discretion, you can create a simple process for each group to create a check sheet for and perform in order for the groups to experience the creation and use of a check sheet. An example of a simple process(meaning something that you can do with everyday materials) might be finding an average number of times a paper clip can be bent 180 degrees before it breaks. You can then keep track of number of paper clips used, average frequency of breakages and errors that cause it not to break at the average point such as weak material, human error or process flaws and set a time limit for the exercise. After the exercise is completed, groups should exchange views on how they went about the process. A paper clip sheet has been provided through the excel link. This experiment assumes that there are two independent machines(people) bending the paper clips or two different brands of clips and that they are bent open to 180 degrees and then back to the start position; they are never bent 360 degrees. Each 180 degree bend counts as .5 so that 1 bend would consist of opening the clip 180 degrees and then bending it back to the starting position. There are automated calculations at the bottom of the sheet to show the immediate information that you can derive from this type of exercise. A problem list should be formalized so that the groups are able to record all or common reasons for breakages that they encounter. As a recommendation for a more detailed exercise, the groups can expand on their previous brainstorming activity to continue the process of creating an “easy to use” check sheet for the activity they chose. If they decide to experiment with an internal process, this can provide a basis for developing and implementing check sheets within the organization.

Summary Check Sheets should be easy to use Only record relevant data Since data is gathered quickly, simplicity reduces margin for error. As a rule of thumb, keep it simple Only record relevant data Use Check Sheets for quick analysis Do not try to make general assumptions from data that is collected. In order for a more detailed analysis, data needs to be grouped by region, machine, process, etc. and should be used in conjunction with other quality tools.

Bibliography Sources for more information Quality Progress Magazine An excellent source for just about any quality related issue you can think of, there are many great articles that are available in past issues that continue to be used by modern organizations as well as many new ideas for quality improvement www.qualityamerica.com Contains training, software and other information as well as an online store for many quality improvement devices www.freequality.org Free website for many quality training and improvement sources Many other sources for more information can be found through online search engines as well as through the materials listed.