ENGM 620: Quality Management Magnificent 7 – 16 October, 2012 Quality Tools Ishikawa’s Basic Seven The New Seven Bonus Tools

Why look at Management Tools? Find out where we are Prevent problems from occurring Solve problems when they do happen Choose the right tool for the problem!

Problem Solving Scientific Method Osborne & Parnes 1. Define the Problem 2. Gather Information 3. Develop Alternatives 4. Evaluate Alternatives 5. Implement Solutions 6. Follow Up Osborne & Parnes 1. Understand the “Mess” 2. Find the Facts 3. Identify Specific Problems 4. Generate Ideas 5. Develop Solutions 6. Implementation

Tools of Quality Ishikawa’s Basic Process Maps Check Sheets Histograms CE Diagrams Scatter Plots Control Charts Pareto Analysis The New Seven Affinity Diagram Interrelationship Diagraph Tree Diagram Prioritization Grid Matrix Diagram Process Decision Program Activity Network Diagram

Process Mapping Many types of process maps. If we can draw a picture of the process, we can communicate it wrap our minds around it describe the baseline. Using simple symbols chart the process from the beginning (or the end). Start with general, then add detail Types include flow charts, SIPOC diagrams, value stream maps.

Using the Process Map Verify Simplify Expand your scope Which steps add value, which don’t Simplify Remove or reduce steps that are unnecessary Expand your scope Map macro processes

Flow Charting: A Type of Process Map Mix Dry Ingredients Mix Wet & Dry Fold 10 Minutes Add Chips Fold 2 Extrude Dough Cut Dough Bake 10 OK Poor Qual. Pack and Ship Feed to Hogs

Check Sheet Data gathering tool Can be either tabular or schematic Often used as basis for other tools

Check Sheet; Cookies Type Check Total Burnt Crumbly Too Few Chips Poor Taste Other 11 5 14 6 3

Histograms A representation of data in a bar chart format Also used to observe the shape (distribution) of data. The width of the histogram bars must be consistent The classes mutually exclusive and all-inclusive (or collective exhaustive) Rule of thumb for the number of classes in the text.

Histograms Defects by Category 5 10 15 Burnt Crumbly Few Chips 5 10 15 Burnt Crumbly Few Chips Poor Taste Other Type Defect Frequency

Pareto Analysis 80/20 Rule Collect data based on or typed into classes 80% of the problems are created by … 20% of the causes Collect data based on or typed into classes Create an ordered frequency chart Focus on the tallest bars first

Pareto Chart

Cause and Effect Diagrams Also called Fishbone or Ishikawa Diagrams Determine problem statement Start with major potential causes Work down to potential sub-causes

Cause & Effect Effect People Methods Handling Design Tools

Cause & Effect Too Few Chips Automate Mix Chips in Dry Fold Longer Drop Liquid Place Chips on by hand

As a first step, let’s try Increasing Folding Time

Scatter Diagram Chips vs Fold Time 5 10 15 20 25 Fold Time # Chips

Scatter Diagrams Used to examine the relationship between variables Sometimes used to identify indicator variables in organization

Control Charts Used to determine whether a process will produce a product or process with consistent measurable properties We will cover these after Exam II

Evaluate; Control Chart Avg Chips Time 18 15 12