1. TOOLS OF TQM Abdulla Jassim Abdulla

2. INTRODUCTION Data-Driven Methodology Data generated by processes Statistical interpretation Seasonal variations New Technology

3. THE ‘SEVEN SIMPLE TOOLS’ Flowcharts Cause and Effect (Ishikawa / fishbone) Diagrams Check sheets Pareto Charts Histograms Run Charts and Control Charts Scatter plots and Correlation Analysis

4. FLOWCHARTS Remember system theory: (Input, Output, customer supplier and their interactions). Divide complex processes into simple sub-processes. A Qualitative tools

5. Patient Transport Process Example Request made Log & prioritize request Dispatch transport Take patient to X-ray Doctor determines patient needs X-ray Information taken & request is logged Required equipment is found Transporter arrives on ward Ward contacts dispatcher Request prioritized Transport is dispatched Patient transferred from bed Patient taken to X-ray

6. Types of Flowcharts LAYOUT FLOWCHART Example Staff movement DATA FLOW DIAGRAMS leave approval process

7. ISHIKAWA DIAGRAMS Also known as Fishbone or Cause-and- Effect Diagrams Non-quantitative tools (Qualitative) Sometimes called the 5M Diagram (Men, Machine, Materials, Measurements and methods)

8. ISHIKAWA DIAGRAM

9. CHECKSHEETS Central tool for Quality Assurance programs Specially useful for operational procedures Could be derived from the flowchart and fishbone diagrams

10. Example check sheets Patient Transport Problem Sheet Area: Ward 3b Period: June 1996 TypeTallySubtotal Equipment brokenIIIII5 Patient not readyIIIII II7 Not enough staffIII3 Patient having another exam etc.IIIII IIIII II12