1. Copyright 2006 John Wiley & Sons, Inc. Beni Asllani University of Tennessee at Chattanooga Operations Management - 5 th Edition Chapter 3, Part 2 Roberta Russell & Bernard W. Taylor, III Quality Management Tools

2. PDCA Cycle – A Process for Quality Improvement PDCA Cycle – A Process for Quality Improvement 1. Plan Identify problem and develop plan for improvement. 2. Do Implement plan on a test basis. 3. Study/Check Assess plan; is it working? 4. Act Institutionalize improvement; continue cycle.

3. Copyright 2006 John Wiley & Sons, Inc.3-3 Seven Quality Tools  Pareto Analysis  Flow Chart  Check Sheet  Histogram  Scatter Diagram  SPC Chart  Cause-and-Effect Diagram

4. NUMBER OF CAUSEDEFECTSPERCENTAGE Poor design8064% Wrong part dimensions1613 Defective parts1210 Incorrect machine calibration76 Operator errors43 Defective material32 Surface abrasions32 125100% Pareto Analysis – Based on Data Used to Set Priorities

5. Percent from each cause Causes of poor quality Machine calibrations Defective parts Wrong dimensions Poor Design Operator errors Defective materials Surface abrasions 0 10 20 30 40 50 6070(64) (13) (10) (6) (3) (2)(2) Pareto Chart

6. Flow Chart – Diagram of Process Used to Examine Overall Process Flow Operation Decision Start Finish Operation Decision

7. Flow Chart Symbols  Start and Finish.  Circle – used for Start and Finish.  Rectangle – used for an operation – a step that adds value. At least 1 arrow in. Only one arrow out.  Diamond – used for a decision – must have at least 2 possible outcomes. For each outcome, there must be one arrow from the decision box. Each arrow is labeled with its outcome.

8. Check Sheet – A Tool for Collecting Data Easily COMPONENTS REPLACED BY LAB TIME PERIOD: 22 Feb to 27 Feb 2002 REPAIR TECHNICIAN: Bob TV SET MODEL 1013 Integrated Circuits |||| Capacitors |||| |||| |||| |||| |||| || Resistors || Transformers |||| Commands CRT |

9. Histogram – Shows Distribution of Data Data Can Be Categorical or Numerical Number of occurences in each bar should be specified.

10. Scatter Diagram – Shows correlation between 2 variables Y X

11. Control Chart 18 12 6 3 9 15 21 24 246810121416 Sample number Number of defects UCL = 23.35 LCL = 1.99 c = 12.67

12. Cause-and-Effect Diagram – shows possible causes for a quality problem. Quality Problem Quality Problem Out of adjustment Tooling problems Old / worn Machines Faulty testing equipment testing equipment Incorrect specifications Improper methods Measurement Poor supervision Lack of concentration Inadequate training Human Deficiencies in product design Ineffective quality management Poor process design Process Inaccuratetemperaturecontrol Dust and Dirt Environment Defective from vendor Not to specifications Material- handling problems Materials