Quality Improvement: Problem Solving Agenda Agenda Review Homework • Problems: Ch 2: 3, 7, 12 Lecture/discussion • Chapter 3: Problem Solving • PDSA • Deming • Text-10 Point Method • Florida Power and Light • Xerox • HP Week 6 Assignment • Homework • Problems Ch 3: 2, 4 • Desksides: 7 QC Tools • Flow chart • Pareto chart • Histogram • Cause and Effect Diagram • Check sheet • Scatter diagram • Control chart • Management tools • Why-why • Force field analysis • Brainstorming* Week 5
16
Embed
[PPT]Quality Improvement: Problem Solving - Saint …homepages.stmartin.edu/fac_staff/dstout/MEM650/Ch03... · Web viewTitle Quality Improvement: Problem Solving Subject PDCA Cycle
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Quality Improvement: Problem Solving
AgendaAgenda Review Homework
• Problems: Ch 2: 3, 7, 12 Lecture/discussion
• Chapter 3: Problem Solving• PDSA
• Deming• Text-10 Point Method• Florida Power and Light• Xerox• HP
Week 6 Assignment • Homework
• Problems Ch 3: 2, 4• Desksides: 7 QC Tools
• Flow chart• Pareto chart• Histogram• Cause and Effect Diagram• Check sheet• Scatter diagram• Control chart
• Management tools• Why-why• Force field analysis• Brainstorming*
Week 5
Quality Improvement: Problem Solving
Quality Improvement: Quality Improvement: Problem SolvingProblem Solving
Chapter Three
Quality Improvement: Problem Solving
What is QCWhat is QCProblem Solving?Problem Solving?
“Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the quality-improvement process”.• Not hit or miss, but objective and systematic• Not directed at symptoms, but rather at root
causes
Quality Improvement: Problem Solving
Problem Solving ProcessProblem Solving Process
Follow UpIdea
Generation
SymptomSymptomRecognitionRecognition
FactFinding
ProblemIdentification
SolutionDevelopment
PlanImplementation
Quality Improvement: Problem Solving
All Managers Need Problem All Managers Need Problem Solving SkillsSolving Skills
80% of problems are external to QC organizations
Quality problems transcend individual functions
Companies need multi-discipline problem solving approach
Management involvement and commitment is crucial
Source: Feigenbaum, Total Quality Control, 1991, p. 151.
Quality Improvement: Problem Solving
Problem Solving Skills for Problem Solving Skills for ManagersManagers
Understand and utilize a systematic problem solving process
Ask the right questions Present information clearly and
unambiguously Make judgments based on information
PDSA Cycle Seven QC Tools
Quality Improvement: Problem Solving
10 Problem Solving Steps10 Problem Solving Steps
PLAN
DO
ACT
STUDY
PLAN
DO
ACT
STUDY
RecognizeProblem
Quality Improvement: Problem Solving
Gap AnalysisGap AnalysisInternal orInternal orExternalExternalSupplierSupplier
10 Problem Solving Steps10 Problem Solving StepsRecognizeProblem
Form qualityimprovement
teams
EvaluateSolution
Ensureperformance
AnalyzeProblem
IdentifyPossibleSolutions
DeterminePossibleCauses
DefineProblem
ImplementSolution
Continuousimprovement
PLAN
DO
ACT
STUDY
Quality Improvement: Problem Solving
Florida Power & Light’s 7 Florida Power & Light’s 7 step modelstep model
Identify a problem area Identify the problem’s component parts Search data for root causes Identify and select countermeasures Confirm the problem responds to the
correction Assure non-recurrence Decide what will be done with future problems
- evaluate team effectiveness
Quality Improvement: Problem Solving
Xerox Problem Solving Xerox Problem Solving ProcessProcess
Quality Improvement: Problem Solving
ANALYZE
ADOPT
SELECT
UNDERSTAND
CHECK DO
PLAN
Process Analysis MethodProcess Analysis Method
Quality Improvement: Problem Solving
Why do we need the 7 QC Why do we need the 7 QC tools?tools?
TQM is data driven: data are impersonal; opinions are not.
Experience is gained quickest by collecting and analyzing data.
The 7 QC tools provide common methods of analysis to help problem solving teams operate effectively.
Quality Improvement: Problem Solving
PDSA and QC ToolsPDSA and QC Tools
PLAN
DO
ACT
STUDY
PLAN
DO
ACT
STUDY
BrainstormingPareto analysis
Why-Why diagram
Check sheetsRun charts
Control chartsCause and effect
diagramScatter diagrams
Control charts
Run charts
Histograms
Scatter diagramsCheck sheets
Pareto charts
Quality Improvement: Problem Solving
BrainstormingBrainstorming Purpose - generate a
list of • problems• opportunities• ideas
Success requires• no criticism• no arguing• no negativism• no evaluation