1. PROBLEM SOLVING MODULE
TIME MANAGEMENT
DECISION ANALYSIS
PROBLEM SOLVING TOOLS
PROBLEM SOLVING
CONFLICT RESOLUTION
3-1

2. QUALITY/
PROBLEM SOLVING
TOOLS
BASIC
3-2

3. EO: (C) THE MANY DIFFERENT USES OF QUALITY/PROBLEM
SOLVING TOOLS TO MONITOR AND IMPROVE PROCESSES.
(C) USE OF IDEA GENERATING TECHNIQUES SUPPORT...
(C) USE OF FLOW/PROCESS DIAGRAMS SUPPORT…
(C) USE OF ISHIKAWA DIAGRAM SUPPORTS...
(C) USE OF DATA COLLECTION SUPPORTS...
(C) USE OF GRAPHICAL DISPLAYS SUPPORT...
(C) THE MANY DIFFERENT USES OF
QUALITY/PROBLEM SOLVINGTOOLS TO MONITOR
AND IMPROVE PROCESSES.
3-3

4. IDEA
GENERATING
TECHNIQUES
3-4

5. M
BRAINSTORMING
NOMINAL GROUP TECHNIQUE
MULTIVOTING
3-5

6. FLOW
DIAGRAMS
3-6

7. START/STOP
3-7

8. START/STOP
DECISION
POINT
3-8

9. START/STOP
DECISION
POINT
ACTIVITY
(PROCESS)
3-9

10. = ON PAGE CONNECTOR 1 A-1 = OFF PAGE CONNECTOR = ACTIVITY DECISION
START/STOP
ACTIVITY
(PROCESS)
DECISION
POINT 1
= ON PAGE CONNECTOR
A-1
= OFF PAGE CONNECTOR =
3-10

11. ARROWS SIMPLY INDICATE THE DIRECTION OF FLOW TO FOLLOW 1 A-1 DECISION
ACTIVITY
(PROCESS)
DECISION
POINT
START/STOP
A-1
ARROWS
SIMPLY
INDICATE
THE DIRECTION OF FLOW TO FOLLOW
3-11

12. PAGE A WORK 2 3 IN-BASKET LIBRARY LUNCH MEETING MEETING MEETING LUNCH
3-12

13. PROCESS FLOW CHARTS = OPERATION = TRANSPORTATION = INSPECTION = DELAY
= STORAGE
3-13

14. PROCESS CHART
3-14

15. Flow Chart Summary
3-15

16. ISHIKAWA
(CAUSE & EFFECT)
3-16

17. MAJOR CAUSE
CATEGORIES E F T C
MAJOR CAUSE
CATEGORIES
3-17

18. MAJOR CAUSES AND SUB CAUSESF T C
3-18

19. DATA
COLLECTION
3-19

20. SURVEY
- QUESTIONNAIRES
- INTERVIEWS
3-20

21. SENIOR CLASS HEIGHT CHECK SHEET
168 MALES
3-21

22. GRAPHIC D I S L A Y
3-22

23. PARETO CHART INCIDENTS 60% WORKCENTERS 25 20 15 10 T5 5 T6 T1 T7 T2 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
INCIDENTS
3-23

24. HISTOGRAM Height of 168 Senior Class males FREQUENCY HEIGHT (Inches)
3-24

25. WORKLOAD SCATTER DIAGRAM
3-25

26. RUN CHART DAYS MONTHS MEDIAN TECHNICAL REPORT PROCESSING TIME 50 100
3-26
MEDIAN TECHNICAL REPORT PROCESSING TIME 50
100
150
200
250
300
350
400
Jul
Nov
Mar
MONTHS
DAYS

27. CONTROL CHART 4.37 $ FOR LUNCH UCL 4.57 UCL 4.57 LCL 4.17 WEEK 1 2 3 46 7 8 9 10
WEEK
3-27

28. EO: (C) THE MANY DIFFERENT USES OF QUALITY/PROBLEM
SOLVING TOOLS TO MONITOR AND IMPROVE PROCESSES.
(C) USE OF IDEA GENERATING TECHNIQUES AUGMENTS...
(C) USE OF FLOW/PROCESS DIAGRAMS AUGMENTS...
(C) USE OF ISHIKAWA DIAGRAM AUGMENTS...
(C) USE OF DATA COLLECTION AUGMENTS...
(C) USE OF GRAPHICAL DISPLAYS AUGMENTS...
(C) THE MANY DIFFERENT USES OF QUALITY/PROBLEM
SOLVINGTOOLS TO MONITOR AND IMPROVE PROCESSES.
3-28

29. BAR 4 MISTAKES EMPLOYEE # 23 17 15 12 11 11 10 10 6 2 1 3 4 5 7 8 9 23
HO1

30. PARETO MISTAKES 5 EMPLOYEE # 6 2 8 3 1 9 4 23 7 100% 90% 80% 70% 60%
50%
40%
30% 23 23 17 15
20% 12 11 11 10 10 4
10% 0% 6 5 2 8 7 3 1 9 4
EMPLOYEE #
HO2

31. HISTOGRAM 4 1 2
4-7
8-11
12-15
16-19
20-23
MISTAKES
HO3

32. CONTROL CHART MISTAKES EMPLOYEE # 1 2 3 4 5 6 7 8 9
12.56
UCL
LCL
HO4
MISTAKES
EMPLOYEE # 1 2 3 4 5 6 7 8 9
NUMBER OF MISTAKES PER EMPLOYEE OVER A 40 HR PERIOD

33. CONTROL CHART MISTAKES HOURS (0700-1100 1200-1600) AVG 40 HOUR PERIOD
UCL
MISTAKES
2.88
LCL 1 2 3 4 5 6 7 8
HOURS ( ) AVG 40 HOUR PERIOD
HO5

34. RUN CHART MISTAKES HOURS (0700 -1100 1200-1600) 25.15 21.47 17.80
14.13
10.45
6.78
3.11 1 2 3 4 5 6 7 8
HOURS ( )
HO6

35. SCATTER DIAGRAM 23
# 0F MISTAKES 4 2 15
YEARS OF EXPERIENCE
HO7

36. PRACTICE EXERCISE
3-27

37. PRACTICE EXERCISE IDEA GENERATION (Brainstorming/NGT)
FLOW/PROCESS DIAGRAMS ISHIKAWA DIAGRAM DATA COLLECTION (Survey/Checksheet) GRAPHICAL DISPLAY (Pareto, Histogram, Scatter, Run, and Control Chart)
35-1

38. EO: (C) THE MANY DIFFERENT USES OF QUALITY/PROBLEM
SOLVING TOOLS TO MONITOR AND IMPROVE PROCESSES.
(C) USE OF IDEA GENERATING TECHNIQUES SUPPORTS...
(C) USE OF FLOW/PROCESS DIAGRAMS SUPPORTS...
(C) USE OF ISHIKAWA DIAGRAM SUPPORTS...
(C) USE OF DATA COLLECTION SUPPORTS...
(C) USE OF GRAPHICAL DISPLAYS SUPPORTS...
(C) THE MANY DIFFERENT USES OF QUALITY/PROBLEM
SOLVINGTOOLS TO MONITOR AND IMPROVE PROCESSES.
3-28