Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 10- 1 Chapter 10 The Tools of Quality.
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Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 10- 1
Chapter 10
The Tools of Quality
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 10- 2
Strategic Quality PlanningThe Tools of Quality Chapter 10
Improving the systemIshikawa’s basic seven tools of qualitySeven new tools for improvementOther tools for performance measurement
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Strategic Quality PlanningThe Tools of Quality Improving the System
The business must balance the needs of the basic functional areas:MarketingAccountingHuman ResourcesOperationsEngineeringStrategy
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Strategic Quality PlanningThe Tools of Quality Improving the System
A quality system uses the business model with a focus on the customer and includes the dynamics of continual improvement.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
1. Process maps A closer look at Quality
2. Check sheets
3. Histograms
4. Scatter plots
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
5. Control charts
6. Cause and effect diagrams
7. Pareto analysis And - Seven new tools for
improvement (N7)
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
1. Process maps
A picture of the process
The first step of the process is to create a map of the process as it exists.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
1. Process maps
A picture of the process
Using simple symbols chart the process from the beginning.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
1. Process maps
A picture of the process
Develop a general process map and then fill it out by adding more of sub-flow-diagrams
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
1. Process maps
A picture of the process
Determine which steps add value to the process and which don’t in an effort to simplify the work.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
1. Process maps
A picture of the process
Before simplifying work, determine whether the work really needs to be done in the first place.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
A closer look at quality Extended Process Mapping of
Supply Chains Map
Supplier process Receiving Internal Processes Shipping Customer service processes
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
2. Check Sheets Data gathering tools that can be
used in forming histograms They can be either tabular or
schematic
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
3. Histograms A representation of data in a bar
chart format Also used to observe the shape of
data. “How are the data distributed?”
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
3. Histograms The are several rules for
developing histograms
1. The width of the histogram bars must be consistent
2. The classes mutually exclusive and all-inclusive or collective exhaustive
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
A rule of thumb for the number of classes:
# of Observations
# of Classes
9 to 16 4
17 to 32 5
33 to 64 6
65 to 128 7
129 to 256 8
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
4. Scatter Diagrams Used to examine the relationship
between variables Sometimes used to identify indicator
variables in organization Quite easy to develop using the charting
facilities in spreadsheets packages such as Excel.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
4. Scatter Diagrams
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
5. Control charts Used to determine whether a
process will produce a product or process with consistent measurable properties
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
6. Cause and effect diagrams The “Fishbone” or Ishikawa
Diagram Looks like the skeleton of a fish The head is the problem The ribs are the major causes Sub-causes forming smaller
“bones” off of the ribs.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
6. Cause and effect diagrams State the problem clearly in the
head of the fish Draw the backbone and ribs Ask the participants to identify the
major causes of the problem Continue to fill out the diagram
asking “Why?” about each problem or cause
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
6. Cause and effect diagrams It usually takes no five levels of
questioning … “Five why’s” View the diagram and identify core
causes Set to goals to address the core
causes.
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
7. Pareto Analysis
Aided by the 80/20 rule. 80% of the problems are created
by … 20% of the causes
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
7. Pareto Analysis
Information must be selected based on types or classification of defects
Data must be collected and classified into categories
A frequency chart is constructed showing the number of occurrences
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
7. Pareto Analysis Steps used include:
1. Gathering categorical data relating to quality Problems
2. Drawing a frequency chart
3. Focusing on the tallest bars of the frequency chart first
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
GOAL/QPC recommends that the N7 tools be used in a “Cycle of Activity”
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
The Affinity Diagram creates a hierarchy of ideas
1. Identify the problem
2. Have the team members write down issues
3. Allow 10 minutes for this activity
4. Lay out the written cards on a flat surface so that all can see them
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
The Affinity Diagram creates a hierarchy of ideas
5. Let everyone move the cards into groups silently
6. If you disagree – say nothing but move the card
7. You have reached consensus when all cards are in groups and no one is moving them
8. Draw the affinity diagram
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Interrelationship Digraph after completing the affinity diagram
1. Construct an affinity diagram
2. Examine the cards one by one asking “What other issues are caused or influenced by this issue? Draw a one way arrow from the first issue to the second
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Interrelationship Digraph after completing the affinity diagram
3. Count the number of arrows pointing to each note.
4. Identify the cards with the most issues as the “key factors”
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Interrelationship Digraph after completing the affinity diagram
5. Draw a double box around the key factors and brainstorm ways to address these issues
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Tree Diagram is useful to identify the steps needed to address the given problem
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Prioritization Grid is used to make decisions based on multiple criteria. It involves assigning percentages and weights to each criterion and ranking them
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Matrix Diagram is similar to the quality function deployment
It is used as a brainstorming tool
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Process Decision Program Chart is a tool to help brainstorm possible contingencies. Steps are:
1. Develop a tree chart, placing first level boxes in sequential order
2. Moving the second level list implementation details at a fairly high level
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Strategic Quality PlanningThe Tools of Quality Ishikawa’s Seven Basic Tools of Quality
Seven new tools for improvement (N7)
The Process Decision Program Chart is a tool to help brainstorm possible contingencies. Steps are:
3. At the third level ask “What could go awry?”
4. At the fourth level Brainstorm counter measures to the third level
5. Evaluate the countermeasures for feasibility
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Strategic Quality PlanningThe Tools of Quality Summary
The B7 and N7 are useful in their
simplicity and power Cultural change is needed is needed
… to ensure that implementation can be successful
10- 38Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying,
recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.
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