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- 1

Chapter 10

The Tools of Quality


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


Strategic Quality PlanningThe Tools of Quality Improving the System

The business must balance the needs of the basic functional areas:MarketingAccountingHuman ResourcesOperationsEngineeringStrategy


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.


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



5. Control charts

6. Cause and effect diagrams

7. Pareto analysis And - Seven new tools for

improvement (N7)



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.



1. Process maps


Using simple symbols chart the process from the beginning.



1. Process maps


Develop a general process map and then fill it out by adding more of sub-flow-diagrams



1. Process maps


Determine which steps add value to the process and which don’t in an effort to simplify the work.



1. Process maps


Before simplifying work, determine whether the work really needs to be done in the first place.



A closer look at quality Extended Process Mapping of

Supply Chains Map

Supplier process Receiving Internal Processes Shipping Customer service processes



2. Check Sheets Data gathering tools that can be

used in forming histograms They can be either tabular or

schematic



3. Histograms A representation of data in a bar

chart format Also used to observe the shape of

data. “How are the data distributed?”



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



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



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.



4. Scatter Diagrams



5. Control charts Used to determine whether a

process will produce a product or process with consistent measurable properties



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.



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



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.



7. Pareto Analysis

Aided by the 80/20 rule. 80% of the problems are created

by … 20% of the causes



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



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



Seven new tools for improvement (N7)

GOAL/QPC recommends that the N7 tools be used in a “Cycle of Activity”



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



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




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





3. Count the number of arrows pointing to each note.

4. Identify the cards with the most issues as the “key factors”





5. Draw a double box around the key factors and brainstorm ways to address these issues




The Tree Diagram is useful to identify the steps needed to address the given problem




The Prioritization Grid is used to make decisions based on multiple criteria. It involves assigning percentages and weights to each criterion and ranking them




The Matrix Diagram is similar to the quality function deployment

It is used as a brainstorming tool




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




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


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.

Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 10- 1 Chapter 10 The Tools of Quality.

Documents

tools of quality slide

tools of quality ishikawas

basic tools of quality

tools of quality chapter

strategic quality planning

quality system

new tools

pearson education