Problem Solving Tools and methods for problems and improvements
Dec 29, 2015
Problem Solving
Tools and methods for problems and improvements
2
Problem Solving
• Introduction• Why do we need problem solving?• Understanding problems• Some tools and their uses• Plan-Do-Check-Act• Summary• Questions
AGENDA
3
Introduction
• A problem exists when there is a gap between what is and what must be, could be, or should be.
In today’s competitive environment, today’s “should be” might be tomorrow’s “must be”
What is a problem?
4
Why do we need problem solving?
Quality cost curve (sample)
0200400600800
100012001400160018002000
Design
Warra
nty
Lost
cust
omer
Litig
ation
$ C
ost
5
Costs of quality - controllable
Prevention cost • Quality planning (test, inspection, audits,
process control)• Education and training• Performing capability analyses (Cpk)• Conducting design reviews
Appraisal cost • Test and inspection• Supplier acceptance sampling• Auditing
Why do we need problem solving?
6
Uncontrolled costs: poor quality
Poor-quality costs: Internal error cost • In-process scrap and rework• Troubleshooting and repairing• Design changes• Additional mask moves to replace rejected lots
External error cost • Warranties• Lost customer• Litigation
Why do we need problem solving?
7
Understanding problems
Production – defects and dropped lots Maintenance – both equipment and facilities Safety – risks, incidents and injuries Environmental – risks and environmental
incidents Personal – what keeps us from getting what
we want Interpersonal – what keeps us from getting
what we want from others
Types of problems
8
Tools and applications
What’s the process?
Plan Do Check Act
9
Tools and applications
A systematic approach can help with:• Fixing it the first time• Keeping the solution costs low• Sharing the lessons learned with others
- Why use the process approach?
10
Problem solving roadmap
Tools and applications: Plan
Step Question RoadblocksWhen are roadblocks
cleared?Needed for next step
1 ID the problemWhat needs to change?
Many problems to choose from
One problem statement, one "desired state" agreed upon
Identification of the gap
Desired state described in measurable terms
2Analyze the problem
What keeps us from the goal?
Many potential causesRoot cause is identified and verified
Key cause(s) documented and ranked
3Brainstorm ideas for solutions
How could we make the change?
Many ideas to solve problem
Potential solutions are clarified
Solutions listed
4Select & plan the solution
What's the best way to do it?
Many criteria for evaluating potential solutions
Criteria for evaluating solutions agreed upon
Plan for making and monitoring the change
Many ideas for implementing solutions
Plans for implementing and evaluating agreed upon
Measurements ID'd for evaluating effectiveness
5Implement the solution
Are we following the plan?
Unexpected problems occur
Plans for implementing contingency plans, if any, are agreed upon
Solution in place
6 Evaluate successHow well did it work?
Effectiveness measures of the solution are agreed upon
Verification the problem is solved, OR
Continuing problems, if any, are identified
Agreement reached to address continuing problems
11
Tools and applications: Plan
1. Describe the problem
2. Describe the current process
3. Identify root cause
4. Develop a solution
12
1. Describe the problem
To get to the answer, we need a clear “Why:”
Who (man) What (the physical type of problem) Where (machine-which entity; environment) When (method) With what (materials; other tools/machine) How (method, maintenance data) How much (metrics)
Tools and applications: Plan
13
Write the problem statement
The research-worthy problem statement should address all six questions: what, how, where, when, why, and who.
Include your metrics to describe the problem. No theories or blame.
Tools and applications: Plan
14
How do we know what the problem is?First, some definitions:
Quantitative data Can be counted or measured.
Qualitative data Descriptive, not easily counted.
Tools and applications: Plan
15
Tools to describe the problem
• Control charts
p chart
u chart• Histograms/Pareto charts
• Check sheet
• Rubrics• Flow charts• Cause and effect• 5-Why
Tools and applications: Plan
Quantitative
– Quantitative or qualitative
Quantitative
16
Control charts
p-chart: (Fraction defective) Charts the proportion (%) of nonconforming items Need a good definition of nonconforming items Can be of equal or unequal subgroups Normally need large subgroups – can even be up to total
for the period
u-chart: (Number defective per unit) The number of nonconformities per lot, where the lot size
varies (example: yield from Sort or Final Test)
Tools and applications: Plan
17
The p-chart monitors the proportion (%) of nonconforming units in a sample.
p-charts should be used for attribute data (conform or non-conform, yes or no, etc.). Subgroup sizes should be equal, but different sample sizes can be used.
p-charts produce the binomial distribution.
Tools and applications: Plan
18
Tools and applications: Plan
The u-chart monitors "count"-type data where the sample size is greater than one, typically the average number of nonconformities per unit.
u-charts produce the Poisson distribution.
19
Check sheet - qualitative
Tools and applications: Plan
20
Check sheet - quantitative
Tools and applications: Plan
Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Haze 1 2 1 3 1 2 2 12
Flaking 2 4 1 2 2 6 2 19
Pitting 0 1 1 0 1 4 1 8
Particulates 1 2 0 1 1 2 0 7
Fisheyes 0 1 1 2 0 3 1 8
Defect 6
Defect 7
Defect 8
Defect 9
Defect 10
TOTAL 4 10 4 8 5 17 6 54
TOTALDates
Defect Types/Event Occurrence
21
Tools and applications: Plan
Defects WW12, FYXX
0
2
4
6
8
10
12
14
16
18
20
Haze Flaking Pitting Particulates Fisheyes
SaturdayFridayThursdayWednesdayTuesdayMondaySunday
Histograms/Pareto charts
22
2. Flow charts to describe the process
—Terminator: used to start or stop (can be an oval)
—Process: describes a process step
—Decision: a yes/no turning point
—Document: can be a spec, manual, record, etc.
—Arrow: connects any of the steps
—Circle: connects to another page for more room
—Off-page flow chart: point of a link to another process, as input or output
Tools and applications: Plan
23
Flow chart: 3 departments
Department #1 Department #2 Department #3
Start
End
24
Flow chart: one department
Electric skilletWest Bend 72132Instruction manual
Stage ingredients
Have all ingredients?
Buy needed items at store.
Spread butter on two bread slices, both sides each
Fry bread on one side until brown
Turn over bread slices
Place other slice on top of cheese
Is bread brown?
Put on plate and serve.
Fry bread until brown
Is bread brown?
Place cheese slice on one browned
bread slice
Turn off skillet
Yes
No
Yes
No
Yes
No
Start
End
Turn on skillet to 350º F
25
More how-to process information is available for users.
Can reference specs for critical information.
Lists person responsible for each step.
Can be made into a process spec.
Scripted flow chart
26
Scripted flow chart (cont.)
1. Take car for inspection
4. Issue sticker.
3. Obtain neededrepairs
2. Car passes?
Yes
No
Responsibility Task
1. Car OwnerMake appointment with a mechanic holding a current inspection license. Arrive at inspection station on time.
2. Mechanic
Inspect car IAW 16-222 Chapter 1 Section 115.30. If car passes, attach sticker. If car does not pass, remove half of existing sticker and inform Owner of required repairs and allowed re-inspection time frames IAW 16-222 Chapter 1 Section 120.01.
3. Car Owner Perform needed repairs. Obtain follow up inspection within prescribed time frame.
4. Mechanic Issue and attach sticker IAW 16-222 Chapter 1 Section 140.05.
27
3. What’s it all for? Finding the root cause
Q: How do I know when I have arrived at root cause?
A: If the root cause is removed, the problem disappears.
Tools and applications: Plan
28
Machine
Method
Materials
Maintenance
Man
Mother Nature (Environment)
Cause and effect: what’s in it?
The
6Ms
Tools and applications: Plan
29
Cause and effect diagram
Tools and applications: Plan
Problem
Machine
Mother natureMethodMan
Materials Maintenance
30
5-Why
Problem: My car will not start.
1. Why? - The battery is dead. 2. Why? - The alternator is not functioning. 3. Why? - The alternator belt has broken. 4. Why? - The alternator belt was well beyond its
useful service life and has never been replaced. 5. Why? - I have not been maintaining my car
according to the recommended service schedule.
(The last “why” should be root cause)
Tools and applications: Plan
31
Finding the cause: Understanding human error
Fundamental Attribution
Error
Tools and applications: Plan
32
Rubrics
Used to put a number value on descriptions. Can “measure” performance in man,
material, machines. Can be customized. The closest example is in employee
performance evals.
Tools and applications: Plan
33
Beginning
Score: 1Developing
Score: 2Accomplished
Score: 3Excellence
Score: 4
Stated Objective or Performance
Description of performance characteristics: beginning performance level.
Description of performance characteristics: development and movement toward mastery.
Description of performance characteristics: mastery.
Description of performance characteristics: highest performance.
Result
Qualitative analysis using the rubric
Tools and applications: Plan
DefinitionsCriteria Scale
34
Tools and applications: Plan
Performance 1 2 3 4 Score
Worked as part of the team
No appropriate or positive participation
Little appropriate or positive participation
Some appropriate or positive participation
Much appropriate or positive participation
Preparedness for team meetings
Was not prepared for most team meetings
Was prepared for some team meetings
Was prepared for most team meetings
Was consistently prepared for team meetings
Managed time wisely
Did not use time to best benefit
Sometimes used time to best benefit
Mostly used time to best benefit
Consistently used time to best benefit
Problem solving
Made little or no attempt to objectively solve problems
Made some efforts to objectively solve problems
Made active efforts to objectively solve problems
Consistently strived to objectively solve problems
Sample rubric: team work
35
Now we can write the problem statement.
The research-worthy problem statement should address all six questions:
what, how, where, when, why, and who.
Include your metrics to describe the problem.
Leave out theories and blame.
Keep a strong customer focus.
Tools and applications: Plan
36
Tools and applications: Plan
4. Planning the solution
Tools for planning the DO stage:
OST (Objectives, Strategies & Targets)
Flow chart – what
Matrix diagram – who, what
Gantt chart – what, when
Metrics tools – did it work?
37
OST (Objectives, Strategy & Tactics)
OBJECTIVE: STRATEGY ONE: TACTIC 1:
TACTIC 2:
TACTIC 3:
STRATEGY TWO: TACTIC 1:
TACTIC 2:
TACTIC 3:
TACTIC 4:
STRATEGY THREE: TACTIC 1:
TACTIC 2::
TACTIC 3:
STRATEGY FOUR: TACTIC 1:
TACTIC 2:
TACTIC 3:
TACTIC 4:
Tools and applications: Plan
38
= Primary responsibility
= Team members
= Resources
Tools and applications: Plan
Matrix diagram: who, what
39
Tools and applications: Plan
Matrix diagram (task)
Tasks
Resources
Task #1
Task #2
Task #3
Task #4
Task #5
Who
Who
Who
Who
= Primary responsibility
= Team member
= Resources
40
Gantt Chart
Tools and applications: Plan
41
The DO stage What’s next in the process?
Plan
Do: Implement the solution
Check Act
42
What’s next in the process?
Plan Do Check: Did it work?
Act
Follow through: did it work? Check
43
Knowledge management: Act
What’s next?
Plan Do Check Act: What happens now?
44
Summary: What do we do with all this?
D1: Assemble a cross-functional team of experts
D2: Define the Problem fully
D3: Implement and verify Interim Containment Actions
(ICAs) as needed. Also known as Temporary Fixes.
D4: Identify and Verify Root Cause
D5: Choose and verify Permanent Corrective Actions
(PCAs). Preventive Actions are also chosen.
D6: Implement and validate PCAs
D7: Prevent recurrence of the Problem/Root Cause
D8: Recognize the efforts of the Team
The 8-D
45
Control charts, Histograms/Pareto charts, Check sheet, Rubrics, Flow charts, Cause
and effect, 5-Why, Problem statement
Cause and effect, 5-Why
Objectives, Strategies & Targets (OST)
Matrix diagram, Gantt chart, Flow chart(s), Control charts, Histograms/Pareto charts, Check sheet, Rubrics
Flow chart(s), Control charts, Histograms/ Pareto charts, Check sheet, Rubrics
D1
D2D3
D4D5D6D7D8
Summary: What do we do with all this?
46
• Questions?• Comments?
Wrap up
47
Resources
Memory Jogger II – Continuous Improvement
Problem solving Memory Jogger (more advanced tools)