1. Quality Tools Instructor: Hank Sobah
More than 7
Flow chart
Pareto Chart
Histogram
Cause and Effect Diagram
Check sheet
Scatter diagram
Control chart
Process Chart
Fishbone / Cause and Effect
Scatter Charts, Run Charts, Control Charts

2. Pareto Principle Vilfredo Pareto (1848-1923) Italian economist
20% of the population has 80% of the wealth
Juran used the term “vital few, trivial many”. He noted that 20% of the quality problems caused 80% of the dollar loss.

3. Pareto chart
% Complaints

4. Percent from each cause
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Pareto Chart 10 20 30 40 50 60 70
(64)
Percent from each cause
(13)
(10)
(6)
(3)
(2)
(2)
Pareto analysis uses an ordered histogram to highlight the major causes of quality problems.
Poor Design
Defective parts
Machine calibrations
Operator errors
Wrong dimensions
Defective materials
Surface abrasions
Causes of poor quality

5. Quality Improvement: Problem Solving
Histogram
Quality Improvement: Problem Solving

6. Quality Improvement: Problem Solving
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Histogram 5 10 15 20 25 30 35 40
Histograms are graphical frequency tables that visually capture and display the variation in a set of data.
Quality Improvement: Problem Solving

7. Quality Improvement: Problem Solving
Flowcharts
Flowcharts
Graphical description of how work is done.
Used to describe processes that are to be improved.
Quality Improvement: Problem Solving

8. Quality Improvement: Problem Solving
Flow Diagrams
" Draw a flowchart for whatever you do. Until you do, you do not know what you are doing, you just have a job.”
-- Dr. W. Edwards Deming.
Quality Improvement: Problem Solving

9. Quality Improvement: Problem Solving
Flowchart
Activity
Decision
Yes No
Quality Improvement: Problem Solving

10. Quality Improvement: Problem Solving
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Flowchart
A flowchart diagrams the steps in a process. Flowcharts help problem solvers better understand the process so they can highlight quality problems.
Quality Improvement: Problem Solving

11. Quality Improvement: Problem Solving
Flow Diagrams
Quality Improvement: Problem Solving

12. Quality Improvement: Problem Solving
Flow Diagrams
Quality Improvement: Problem Solving

13. Quality Improvement: Problem Solving
Process Charts
The flow process chart is a graphical and symbolic representation of the processing activities performed on the work piece.
Quality Improvement: Problem Solving

14. Process Chart Symbols Operations Inspection Transportation Delay
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Process Chart Symbols
Operations
Inspection
Transportation
Delay
Storage

15. Example Flow Chart / Diagram
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Example Flow Chart / Diagram

16. Subway Fare Card Machine Flow Process Chart
Quality Improvement: Problem Solving

17. Cross Functional Flow Chart
Quality Improvement: Problem Solving

18. Quality Improvement: Problem Solving

19. Error Notification Work Process
Quality Improvement: Problem Solving

20. Transport Apples Process Chart
Operation
Transport
Inspect
Step
Delay
Storage
Distance
(feet)
Time
(min)
Description of
process 1 2 3 4 5 6 7 8 9 10 11
Unload apples from truck
Move to inspection station
Weigh, inspect, sort
Move to storage
Wait until needed
Move to peeler
Apples peeled and cored
Soak in water until needed
Place in conveyor
Move to mixing area
Total
Page 1 0f 3
480 30 20 15
360
190 ft
20 ft
50 ft
100 ft
Date:
Analyst: TLR
Location: Graves Mountain
Process: Apple Sauce
Quality Improvement: Problem Solving

21. Quality Improvement: Problem Solving
Check Sheet
Shifts
  
    
  
 
  
Defect Type
  
   
  
Quality Improvement: Problem Solving

22. Quality Improvement: Problem Solving
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Check Sheet
COMPONENTS REPLACED BY LAB
TIME PERIOD: 22 Feb to 27 Feb 1998
REPAIR TECHNICIAN: Bob
TV SET MODEL 1013
Integrated Circuits ||||
Capacitors |||| |||| |||| |||| |||| ||
Resistors ||
Transformers ||||
Ground Straps
CRT |
A check sheet is a fact-finding tool used to collect data about quality problems. A typical check sheet tallies the number of defects by previously identified categories. The next step is to graph the defects per category in a histogram.
Quality Improvement: Problem Solving

23. Cause-and-Effect Diagrams
Show the relationships between a problem and its possible causes.
Developed by Kaoru Ishikawa (1953)
Also known as …
Fishbone diagrams
Ishikawa diagrams
Quality Improvement: Problem Solving

24. Cause and Effect “Skeleton”
Materials
Procedures
Quality
Problem
People
Equipment
Quality Improvement: Problem Solving

25. Fishbone Diagram Quality Problem Machines Measurement Human Process
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Fishbone Diagram
Quality
Problem
Machines
Measurement
Human
Process
Environment
Materials
Faulty testing equipment
Incorrect specifications
Improper methods
Poor supervision
Lack of concentration
Inadequate training
Out of adjustment
Tooling problems
Old / worn
Defective from vendor
Not to specifications
Material-
handling problems
Deficiencies
in product design
Ineffective quality
management
Poor process design
Inaccurate
temperature
control
Dust and Dirt
A cause-and-effect diagram, or fishbone diagram, is a chart showing the different categories of problem causes.
Quality Improvement: Problem Solving

26. Cause and effect diagrams
Advantages
making the diagram is educational in itself
diagram demonstrates knowledge of problem solving team
diagram results in active searches for causes
diagram is a guide for data collection
Quality Improvement: Problem Solving

27. Cause and effect diagrams
To construct the skeleton, remember:
For manufacturing - the 4 M’s
man, method, machine, material
For service applications
equipment, policies, procedures, people
Quality Improvement: Problem Solving

28. Quality Improvement: Problem Solving
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Scatter Diagram .
Scatter diagrams and tightness of points plotted on the graph gives an indication of the strength of the relationship. A cluster of points resembling a straight line indicates the strongest correlation between the variables. In this graph, there is a strong positive correlation between x and y.
Quality Improvement: Problem Solving

29. Quality Improvement: Problem Solving
Run Charts
Run Charts (time series plot)
Examine the behavior of a variable over time.
Basis for Control Charts
Quality Improvement: Problem Solving

30. Control Chart Number of defects Sample number 27 24 UCL = 23.35 21
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Control Chart 27 24
UCL = 23.35 21
c = 12.67 18 15
Number of defects 12 9
Process control involves monitoring a production process and charting the results on a control chart. If any of the points plotted falls outside the control limits, the process is out-of-control. 6
LCL = 1.99 3 2 4 6 8 10 12 14 16
Sample number

31. Quality Improvement: Problem Solving
Control Charts
Quality Improvement: Problem Solving

32. What is Brainstorming? A way to get creative ideas.
A way to get everyone’s views.
A way to generate alternatives.
Brainstorming is a technique used to generate a large number of ideas quickly, and may be used in a variety of situations.
Each member of the group, perhaps in turn, may be invited to put forward ideas for the resolution of the issue at hand.

33. Potential Uses of Brainstorming
For identifying areas for improvement.
For finding potential causes of problems.
For developing possible preventive actions.
Theoretically brainstorming can be applied to any form of idea generation.
The above scenarios however are the ones most likely to be of some benefit to Keystone.

34. Some Guidelines for Brainstorming
Do’s Don'ts
Give wild and unusual ideas.
Aim for quantity.
Build on ideas of others.
Encourage participation.
Evaluate or criticise.
Stop to soon.
Allow domination or idea ownership.
Wild ideas are safe to offer, as criticism or ridicule is not permitted during a brainstorming session.
In order to do this, the people taking part do so with equal status.
The main objective is to create an atmosphere of enthusiasm and originality.

35. Simple Rules for Brainstorming
1. Works best with a group of six to twelve members.
2. Ideas are taken from one member at a time, in rotation.
3. Ideas are written on a flip chart or OHP transparency.
4. If a response is not immediately forthcoming the member should pass.
5. No idea is too obvious or stupid.

36. Simple Rules for Brainstorming
6. Ideas should not be enlarged upon at this stage.
7. The leader is there to lead the group, not to provide ideas.
8. The process is repeated until ideas dry up.
9. The ideas are then discussed and can be criticised but not the people that made them.
10. Eliminate the unlikely causes and identify those with high possibilities using cause screening - put those on a fishbone diagram.

37. What is “5 Why”
“5 Whys” is a problem solving technique that allows you to get at the root cause of a problem fairly quickly.
It is used by automotive industry in Japan to determine the root cause of problems.

38. Assess and Think
“Most problems do not call for complex statistical analysis but instead require painstaking, detailed problem solving.
This requires a level of detailed thinking and analysis that is all too absent from most companies in day to day activity”
Yuichi Okamoto
Toyota technical Centre

39. What is 5 Why?
The “5 Why” technique is a very simple method of getting to the root of a problem
When a problem occurs, we ask….WHY?…until the root cause is found. Five times is usually enough to get to the root of the problem!
Once you find the root cause of a problem it’s much easier to put in sound corrective action to prevent it happening again

40. Advantages
If the correct “Why” questions are asked in succession to the correct people he or she will find at least one root cause of the problem.
It only takes short time to perform i.e. 5 to 10 mins
There are no special tools or software required.
It can make people have a new way of thinking out problems.

41. Disadvantages
It usually only leads to one of the root causes so need to repeat the process
Sometimes you need to go through process several times to find all the causes which can require some skill from the question maker.
It does not always point you in the direction of generic causes e.g. training issues.

42. Here’s How It Works!!! Man is late for work PROBLEM:
Because his car stopped
WHY?
WHY?
Because it ran out of gas
WHY?
Because he did’nt buy any on the way to work
WHY?
Because he had no money
WHY?
Because he lost it all in a game of poker
Solution: Stop playing poker!!!!

43. Discussion – Examples - Exercise