1. Continuous Improvement
Check Do
Act Plan
Quality level
Time

2. Learning Objectives
Lead a Plan-Do-Check-Act (PDCA) process improvement initiative.
Use quality tools for analysis and problem solving.
Compare and contrast the corporate programs for quality improvement.

3. Quality and Productivity Improvement Process
Foundations of Continuous Improvement - Customer Satisfaction - Management by Facts - Respect for People
Plan-Do-Check-Act (PDCA) Cycle
Problem Solving (10 steps)

4. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart
Cause-and-Effect Diagram
Scatter Diagram
Control Chart

5. Check Sheet Month Lost Departure Mechanical Overbooked Other
Luggage Delay
January
February
March
April
May
June
July
August
September
October
November
December
Total

6. Run Chart

7. Histogram of Lost Luggage

8. Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart)
Equipment
Personnel
Gate agents cannot process passengers quickly enough
Too few agents
Aircraft late to gate
Agents undertrained
Late arrival
Agents undermotivated
Gate occupied
Agents arrive at gate late
Other
Mechanical failures
Late cabin cleaners
Late pushback tug
Weather
Late or unavailable cabin crews
Air traffic
Late or unavailable cockpit crews
Delayed
Flight
Departure
Poor announcement of departures
Weight and balance sheet late
Delayed checkin procedure
Late baggage to aircraft
Confused seat selection
Late fuel
Passengers bypass checkin counter
Late food service
Checking oversize baggage
Issuance of boarding pass
Acceptance of late passengers
Cutoff too close to departure time
Desire to protect late passengers
Material
Desire to help company’s income
Poor gate locations
Procedure

9. Pareto Analysis of Flight Departure Delay Causes

10. Flowchart

11. Scatter Diagram

12. Control Chart of Departure Delays
expected
Lower Control Limit
1998
1999

13. Corporate Programs for Quality Improvement
Marriott Personnel Programs
Zero Defects (Crosby)
Deming’s 14 Point Program
Malcolm Baldrige Quality Award
ISO 9000
Six-Sigma

14. Mega Bytes Restaurant
How is the Seven-Step Method (SSM) different from Deming’s PDCA cycle?
Prepare a cause-and-effect or fishbone diagram for a problem such as “Why customers have long waits for coffee.” Use Figure 6.30 as a guide.
How would you resolve the difficulties that study teams have experienced when applying the SSM?

15. The Seven-Step Method Step 1: Define the project
Step 2: Study the current situation
Step 3: Analyze the potential causes
Step 4: Implement a solution
Step 5: Check the results
Step 6: Standardize the improvement
Step 7: Establish future plans