Improvement Tools Interactive Lecture

Tools Offer Assistance Understand the current state of a process Determine whether the process is in control Find Solutions & Root Cause Analysis (7 Basic Tools) Check SheetsControl ChartsCause-and-Effect Diagram FlowchartsScatter DiagramsRun Chart HistogramsScatter Diagram Flowchart Pareto Chart Histogram Control Chart

Affinity Diagram

Arrow Diagram A sequenced plan and a tool for monitoring progress.

Quick Quiz How long will the duration of the project be?

Answer How long will the duration of the project be? 5 Days + 10 Days + 2 Days = 17 Days

Audit Planned arrangements are effectively implemented –Scheduled –Indicate necessary improvement and corrective actions –Effectiveness of processes and assigned responsibilities –Should be carried out by someone unrelated to the process

Audit First-party assessment or internal audit –By the organization’s own employees Second-party audit –External customer makes an assessment of a supplier Third-party audit –Independent organization that is not connected with any contract between the customer and supplier

Bar Chart A bar chart shows the number of units in each category –Examples: Histogram Pareto chart

Benchmarking What is benchmarking? Different Approaches: Competitive, Functional, Performance, Process, and Strategic. Principles of Operations Management, Heizer & Render. Pearson Prentice Hall,

Benchmarking Example: Resolving Customer Complaints Best PracticeJustification Make it easy for clients to complain.It is free market research. Respond quickly to complaints.It adds customers and loyalty. Resolve Complaints on the first contact.It reduces cost. Use computers to manage complaintsDiscover trends, share them, and align your services. Recruit the best for customer service jobs It should be part of formal training and career advancement Principles of Operations Management, Heizer & Render. Pearson Prentice Hall, 2008

Brainstorming Generate ideas in a nonjudgmental environment. Rules 1.Never Judge ideas 2.Don’t quit 3.Try to write down all of the idea exactly as presented 4.Encourage outrageous ideas 5.Have a diverse group

Cause-and-Effect diagram AKA Fishbone or Ishikawa diagram Illustrates the relationship between a given outcome and all the factors that influence the outcome. Read the steps on pgs of your textbook

Check Sheet Form used to perform frequency of specific events during a data collection period.

Consensus A form of group decision making in which everyone agrees – or at least can live -- with the decision.

Continuous Quality Improvement

Control Chart Used to measure sequential or time- related process performance and variability –Line chart with control limits –Statistical variation

Control Chart – Figure 1

Types of Data

Cost of Quality

Design of Experiments (DOE) Structured way to characterize processes. –Analyze a process and identify key characteristics or factors that most impact the quality of the end item. –Run limited tests, collect data, and analyze –Which factors contribute the most to final quality and define the parameter setting for those factors –Start in the earliest stage of design

Five Whys