Quality Tools 5.8.11

Quality ToolsClick to edit Master subtitle style

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INTRODUCTION TO YOUR FACILTATOR

NAME- ANKUR DHIR

ENGINEER BY QUALIFICATION A DECADE LONG PROFESSIONAL EXPERIENCE IN QUALITY ASSURANCE &

MANAGEMENT CERTIFIED LEAD AUDITOR FOR QMS (ISO 9001) EMS, OHSAS, ISMS CONDUCTED

APPROXIMATELY 200 AUDITS FOR CERTIFICATION AND INTERNAL SYSTEMS. WORKING AS AUDITOR, CONSULTANT AND TRAINER ON TOPICS SUCH AS

QMS,QC TOOLS, KAIZEN, 5 S, TQM AND MANY MORE HAVING A RICH EXPERIENCE OF TRAINING&CONSULTANY ON VARIOUS

SUBJECTS /TOOLS WITH ORGANIZATIONS SUCH AS MAHINDRA SWARAJ DIVISION PHILIPS VARDHMAN YARNS JCBL GENERAL CABLES PCP INTERNATIONAL VENUS GARMENTS (DUKE)

CONTENTS INTRODUCTION PRE ASESSMENT QUALITY CONTROL DEFINATION OBSERVING EXERCISE PROBLEM SOLVING TOOLS FOR MEASURING QUALITY CHECKLIST HISTOGRAM PARETO CHART

CONTENTSCAUSE AND EFFECT DIAGRAM SCATTER DIAGRAM FLOW CHART RUN CHARTS CONTROL CHARTS STRATIFICATION SUMMARY POST ASSESMENT QUIZ

QUALITY CONTROL An ongoing analysis of operations, to verify

goods or service meet specified standards, or to better answer customer and/or user complaints.

Quality ThroughoutA Customers impression of quality begins with the initial contact with the company and continues through the life of the product.Customers look to the total package - sales, service during the sale, packaging, deliver, and service after the sale. Quality extends to how the receptionist answers the phone, how managers treat subordinates, how courteous sales and repair people are, and how the product is serviced after the sale.

All departments of the company must strive to improve the quality of their operations.

According to Ishikawa, quality improvement is a continuous process, and it can always be taken one step further. In God we trust; all others must bring data. "By what method?... Only the method counts. Demming "the vital few and the trivial many Juran

Critical to Quality TheKano modelis a theory of product development andcustomer satisfactiondeveloped in the 80s by ProfessorNoriaki Kanowhich classifies customer preferences into five categories:

Attractive One-Dimensional Must-Be Indifferent Reverse

Types of Quality: KANO ModelAttractive quality:Attractive quality attributes are the attributes that are not necessarily expressed. It is an attractive quality that makes the product more attractive, however it wasnt asked for. If these are present, they are a source of satisfaction. However, in their absence there is no dissatisfaction. One-Dimensional quality: Unlike the previous point, one-dimensional quality attributes usually satisfy the customer when they are present, and are a source of dissatisfaction when absent. Must-Be quality:Must-Be quality attributes may not result in greater customer satisfaction when fulfilled, however if left unfulfilled they could be a cause for customer dissatisfaction. Indifferent quality:As the name suggests, indifferent quality refers to certain attributes that can neither be categorized as good nor bad. Thus, they may not result in either customer satisfaction or dissatisfaction. Reverse quality:This refers to attributes that are of superior quality but end up resulting in dissatisfaction, or vice versa. For instance, some people may prefer to purchase products which are advanced and high-tech, whereas others may find it easier when using products which are basic. The latter group of people may be dissatisfied or find it inconvenient if the product consists of a number of additional features.

Find faces

How many were u able to find

How many black rectangles are there

Now, tell me How many WHITE rectangles are there? You dont know because I asked you to look for black rectangle only. It is OK, because people see only what they want to see

What u see u belive

PROBLEM- VARIATIONProblem arises due to the Variation between what is desired and what actually happensProblem manifests itself in the form of Symptom

What is a Problem ?Problem is an undesirable

event or ..

Any Gap between what is

expected and what is obtained , can be called as a Problem, and any effort to reduce this gap can be called as Problem Solving

Any deviation from the expectation is variation; and variation beyond expectation limits becomes error or defect

Variation is unpleasant but integral part of our life

Variation can be controlled or reduced; if not eliminated

Statistics effectively deals with analyzing and addressing the variation; in fact, the very birth of statistics is attributed to the variation

Any variation which is possible to be sensed and is relevant to the problem is data There are basically two types of data;1.

Attribute or Categorical e.g. Pass fail; Tractor models; Assembly operators, complaints, defectives , category of Dealer, etc.

1.

Continuous Variable e.g. Diameter, Length, Temperature, Pressure, collection cycle time, failure hrs. etc.

Data is crucial for addressing the problems in a systematic way

The Quality Tools

This is a small collection of useful tools - a tool kit which comes handy in achieving, maintaining and improving quality.

Histograms, Pareto Charts, Cause and Effect

Diagrams, Run Charts, Scatter Diagrams, Flow Charts, Control Charts, Checklists and Stratification

Ishikawas Basic Tools of Quality Kaoru Ishikawa developed seven basic

visual tools of quality so that the average person could analyze and interpret data.

These tools have been used worldwide

by companies, managers of all levels and employees.

Tools for Continual Improvement

CHECK SHEET Slide 1-4Use a check sheet as a data-

gathering and interpretation tool when you want to: Distinguish between opinion and fact Gather data about how often a problem is occurring Gather data about the type of problem occurring

CHECK LIST SLIDE 2-3The steps involved in creating Check Sheets are 1) 2) Describe clearly the purpose of collecting data. Decide who will collect the data and when, where and how it will be

collected. 3) 4) Determine how much data will be required. Decide the format for collecting and presenting data in suitable

classifications. 5) 6) 7) Prepare a draft form and check if it meets the purpose. Finalize the form and give it a title. Collect the data and present for further analysis.

Example of Checksheet

Examples

Checklist Slide 4-4

Date DefectVertical Scratch

Total

Scratch

Dent

EXERCISEClick to edit Master subtitle style

HistogramsSlide 1 of 5 In statistics, a histogram is a graphical representation, showing a visual impression of the distribution of data. It is an estimate of the probability distribution of a continuous variable and was first introduced by Karl Pearson. A histogram consists of tabular frequencies, shown as adjacent rectangles, erected over discrete intervals (bins), with an area equal to the frequency of the observations in the interval.

HistogramsSlide 2 of 5 Histogram Defined A histogram is a bar graph that shows frequency data. Histograms provide the easiest way to evaluate the distribution of

data.

Creating a HistogramCollect data and sort it into categories. Then label the data as the independent set or

the dependent set.

HistogramsSlide 3 of 5 The characteristic you grouped the data by would be

the independent variable. The frequency of that set would be the dependent variable.

Each mark on either axis should be in equal

increments. For each category, find the related frequency and make the horizontal marks to show that frequency.Examples of How Histograms Can Be UsedHistograms can be used to determine

distribution of sales. Say for instance a company wanted to measure the revenues of other companies and wanted to compare numbers.

The nature of the distributions is

revealed by the histogram; distributions, to name few1. Normal Distribution 2. Exponential Distribution 3. Binominal Distribution 4. Poison Distribution

there are many different types of

Normal Distribution is the most common

distribution in continuous data and an important precondition for application of certain statistical tool

Histograms HistogramSlides 4 - 5

Types of

EXERCISE

Pareto Charts Pareto Chart Defined Pareto charts are used to identify and prioritize problems to be solved. They are actually histograms aided by the 80/20 rule adapted by Joseph Juran. Remember the 80/20 rule states that approximately

Slide 1 of 4

80% of the problems are created by approximately 20% of the causes.

Pareto ChartsSlide 2 of 4 Constructing a Pareto Chart First, information must be selected based on types or classifications of defects that occur as a result of a process. The data must be collected and classified into categories. Then a histogram or frequency chart is constructed showing the number of occurrences.

Pareto ChartsSlide 3 of 4 An Example of How a Pareto Chart Can

Be Used

Pareto Charts are used when products are suffering

from different defects but the defects are occurring at a different frequency, or only a few account for most of the defects present, or different defects incur different costs. What we see from that is a product line may experience a range of defects. The manufacturer could concentrate on reducing the defects which make up a bigger percentage of all the defects or focus on eliminating the defect that causes monetary loss. Actual chart is on the next slide

Exercise sheet to be given

Pareto ChartsSlide 4 of 4

PARETO DIAGRAM The bars in Pareto Diagrams are rearranged

in descending order of their importance, showing individual contribution of each factor as well as cumulative contributions.The basic purpose is to identify high

priority items by separating the 'vital few' from the 'trivial many' or as they are now known 'useful many'.

Example service

Pareto Example Sales

EXERCISEClick to edit Master subtitle style

Cause and Effect DiagramsCause and Effect Diagram Defined The cause and effect diagram is also called the

Slide 1 of 5

Ishikawa diagram or the fishbone diagram. It is a tool for discovering all the possible causes for a particular effect. The major purpose of this diagram is to act as a first step in problem solving by creating a list of possible causes.

Cause and Effect DiagramsSlide 2 of 5 Constructing a Cause and Effect

Diagram

First, clearly identify and define the problem or effect

for which the causes must be identified. Place the problem or effect at the right or the head of the diagram. Identify all the broad areas of the problem. Write in all the detailed possible causes in each of the broad areas. Each cause identified should be looked upon for further more specific causes. View the diagram and evaluate the main causes. Set goals and take action on the main causes.

Cause and Effect DiagramsSlide 3 of 5 An Example of When a Cause and Effect

Diagram Can Be Used

This diagram can be used to detect the

problem of incorrect deliveries.

When a production team is about to launch a

new product, the factors that will affect the final product must be recognized. The fishbone diagram can depict problems before they have a chance to begin.

BRAINSTORMIN Let us have a look at the most supporting G technique for the usage of these tools Purpose - generate a list of Problems opportunities ideas

Success requires no criticism no arguing no negativism no evaluation

In order to generate high quality ideas, it is essential to circulate background information to the

Sales and marketing fishbone elementsSales/Marketing Process Performance Elements People (involved in the sales system) Systems and Tools (including Internet) Measurement (data collection, interpretation) Sales/Marketing Methods (training, skills, etc.) Market/Customer Environment Materials (mailing pieces, demo equipment, etc.) Generic Elements Man Machines Measurement Methods Environment Materials

Cause & Effect Diagrams ( Sales & Marketing Example)

EXERCISEClick to edit Master subtitle style

Scatter Diagrams Scatter Diagrams Defined Scatter Diagrams are used to study and

Slide 1 of 4

identify the possible relationship between the changes observed in two different sets of variables.

Scatter DiagramsSlide 2 of 4 Constructing a Scatter Diagram First, collect two pieces of data and create a summary table of the data. Draw a diagram labeling the horizontal and vertical axes. It is common that the cause variable be labeled on the X

axis and the effect variable be labeled on the Y axis.

Plot the data pairs on the diagram. Interpret the scatter diagram for direction and

strength.

Scatter DiagramsSlide 3 of 4An Example of When a Scatter Diagram

Can Be Used

A scatter diagram can be used to identify the

relationship between the production speed of an operation and the number of defective parts made. Another example is identify relationship between increase or decrease in sales viz increase or decrease in market share

Scatter DiagramsSlide 4 of 4 An Example of When a Scatter Diagram Can Be

Used (cont.)

Displaying the direction of the relationship will

determine whether increasing sales will increase or decrease the market share. Also, the strength of the relationship between Sales and Market Share is MSS Vs. Market Share 50 determined.Market Share 40

30

20 200

250

300 MSS Score

350

400

Scatter diagram shows the nature of relationship between two variable; A dependent variable or lag indicator on Y axis and the strength of relationship is measured by CORRELATION COEFFICIENT

Be aware of the trap ! Ensure that the two variables in the scatter plot are related with each other using common knowledge of the process or common logic

EXERCISES

Flow ChartsSlide 1 of 4Flow Charts DefinedA flow chart is a pictorial representation

showing all of the steps of a process.

Flow ChartsSlide 2 of 4 Creating a Flow Chart First, familiarize the participants with the flow chart symbols. Draw the process flow chart and fill it out in detail about each element. Analyze the flow chart. Determine which steps add value and which dont in the process of simplifying the work.

Flow ChartsSlide 3 of 4Examples of When to Use a Flow ChartTwo separate stages of a process flow chart

should be considered: The making of the product The finished product

Flow chart symbols

Process Flow Chart for Finding the Best

Activity

Way Home

Construct a process flow chart by making the

best decisions in finding the best route home. Refer to the prior notes on flowcharts. Remember: Define and analyze the process, build a

step-by step picture of the process, and define areas of improvement in the process.o o

Answer is on the next slide Example obtained from:

EXERCISES

EXERCISEClick to edit Master subtitle style

Run ChartsSlide 1 of 3Run Charts DefinedRun charts are used to analyze processes

according to time or order.

Run ChartsSlide 2 of 3 Creating a Run Chart Gathering Data Some type of process or operation must be available to take

measurements for analysis.

Organizing Data Data must be divided into two sets of values X and Y X . values represent time and values of Y represent the measurements taken from the manufacturing process or operation. Charting Data Plot the Y values versus the X values. Interpreting Data Interpret the data and draw any conclusions that will be beneficial to the process or operation.

Run ChartsSlide 3 of 3An Example of Using a Run Chart An organizations desire is to have their product arrive to their customers on time, but they have noticed that it doesnt take the same amount of time each day of the week. They decided to monitor the amount of time it takes to deliver their product over the next few weeks.

Run charts for monitoring sales

ExercisesClick to edit Master subtitle style

Control ChartsControl Charts DefinedControl charts are used to determine whether

Slide 1 of 3

a process will produce a product or service with consistent measurable properties.

Control ChartsSlide 2 of 3 Steps Used in Developing Process

Control Charts

Identify critical operations in the process

where inspection might be needed. Identify critical product characteristics. Determine whether the critical product characteristic is a variable or an attribute. Select the appropriate process control chart. Establish the control limits and use the chart to monitor and improve. Update the limits.

Control ChartsSlide 3 of 3

An Example of When to

Use a Control Chart Counting the number of

defective products or services Do you count the number of defects in a given product or service? Is the number of units checked or tested constant?

Types of Control ChartChart Process observation Process observations Process observations relationships typeIndependent Independent Independent Independent Independent Independent Independent Independent Independent Independent Autocorrelated Dependent of process control variables Independent Variables Variables Variables Variables Attributes Attributes Attributes Attributes Attributes or variables Attributes or variables Attributes or variables Variables Attributes or variables X and R chart X and s chart Shewhart individuals control chart (ImR chart or XmR chart) Three-way chart p-chart np-chart c-chart u-chart EWMA chart CUSUM chart Time series model Regression control chart Real-time contrasts chart Quality characteristic measurement within one subgroup Quality characteristic measurement within one subgroup Quality characteristic measurement for one observation Quality characteristic measurement within one subgroup Fraction nonconforming within one subgroup Number nonconforming within one subgroup Number of nonconformances within one subgroup Nonconformances per unit within one subgroup Exponentially weighted moving average of quality characteristic measurement within one subgroup Cumulative sum of quality characteristic measurement within one subgroup Quality characteristic measurement within one subgroup Quality characteristic measurement within one subgroup Sliding window of quality characteristic measurement within one subgroup

Control Charts for complaint Closure

Control Chart

Values above the Control chart

represented by seven consecutive dots

A decline represented by seven consecutive dots

ExercisesClick to edit Master subtitle style

STRATIFICATION It is a statistical technique

used to analyze/divide a universe of data into homogeneous groups (strata). Often data collected about a problem or event represents multiple sources that need to be treated separately. It involves looking at process data, splitting it into distinct layers (almost like rock is stratified) and doing analysis to possibly

When to Use Stratification To identify the causes of problem, if they come from a

particular source. To identify the source of variations and then infer the cause of variation. To analyze root causes in conjunction with other techniques like Pareto Diagram, Histogram and Graphs.

How to use Stratification 1.

Re-group the original data as per the source of the data. (Different machines, different suppliers, etc.) 2. If required, collect data afresh after marking the source from which they come 3. Recreate Histograms, Pareto Charts and Graphs on classified data.

How to Interpret Stratified Data Stratified data can be interpreted using the

same techniques of Histogram, Pareto Chart and Graphs. If data after stratification shows significant difference compared to the prior analysis, there is strong reason to suspect a major cause isolated in the stratified class. It narrows down the search of problem and possible solution.

Example of stratification

ExercisesClick to edit Master subtitle style

Application of QC tools in Problem SolvingGraphs Check sheet Stratifi cation Pareto Diagram Cause & Effect Diagram Histogra m Scatter Diagram Control Chart

Identification of problem Defining the problem Record of facts Detecting causes of problem Develop Improvement method ( Solution ) Implementation Evaluation of result Process control ( Standardization )

SummaryThis presentation provided learning material for each of Ishikawas seven basic tools of quality. Each tool was clearly defined with definitions, a stepby-step process and an example of how the tool can be used. As seen through the presentation, these tools are rather simple and effective.

To sum up 7 QC tools (Numerical data ) are used as follow: Stratification

Basic processing performed

when collecting data Pareto Diagram To identify the current status and issues Cause and Effect Diagram To identify the cause and effect relationship Histogram To see the distribution of data Scatter Diagram To identify the relationship between two things Check Sheet To record data collection Control Chart/Graph To find anomalies and identify the current status

QUIZ TIME

Histograms and Bar Graphs.

Works - Cited Your MBA: The Business Study Reference Site. http://yourmba.co.uk/pareto_diagram.htm Hci Home Services. Cause and Effect Diagram. http://hci.com.au/hcisite/toolkit/causeand.htm Scatter Diagram. http://sytsma.com/tqmtools/Scat.html Flowchart. Run Charts/Time Plot/ Trend Chart. Foster Thomas S. Managing Quality An Integrative Approach. New Jersey: Prentice Hall, 2001

THANK YOUClick to edit Master subtitle style