OPRE 6364 1 Techniques and Tools
OPR
E 63
641
Tech
niqu
es a
nd T
ools
OPR
E 63
642
TQ
M O
pera
tio
nali
zed
•Fi
nd o
ut w
hat t
he c
usto
mer
wan
ts•
Des
ign
a pr
oduc
t or s
ervi
ce th
at m
eets
or
exc
eeds
cus
tom
er w
ants
•D
esig
n pr
oces
ses
that
faci
litat
es d
oing
th
e jo
b rig
ht th
e fir
st ti
me
•Ke
ep tr
ack
of re
sults
•Ex
tend
thes
e co
ncep
ts to
sup
plie
rs
OPR
E 63
643
Cont
inuo
us Im
prov
emen
t
●Ph
iloso
phy
that
see
ks to
m
ake
neve
r-end
ing
impr
ovem
ents
to th
e pr
oces
s of
con
verti
ng in
puts
into
ou
tput
s●
Kai
zen:
Jap
anes
e w
ord
for
cont
inuo
us im
prov
emen
t●
Star
t Con
tinuo
us
Impr
ovem
ent a
ny ti
me
with
cu
stom
er c
ompl
aint
s
OPR
E 63
644
Qu
ality
at
the s
ou
rce
The
philo
soph
y: M
ake
each
wor
ker
resp
onsi
ble
for t
he q
ualit
y of
his
or
her w
ork.
“Do
it
rig
ht.
I
f is
n't
rig
ht,
fix
it.
”
•W
ork
ers
under
stan
d t
hat
they
are
to
(a)
pro
vide
goods
or
serv
ices
that
mee
t sp
ecific
atio
ns
and
(b)
find a
nd c
orr
ect
mis
take
s th
at o
ccur.
•Eac
h w
ork
er b
ecom
es a
qual
ity
insp
ecto
r fo
r his
or
her
work
. Eac
h w
ork
er c
ertifies
that
the
pro
duct
mee
ts t
he
qual
ity
stan
dar
ds.
OPR
E 63
645
Pro
ble
m S
olv
ing
•Pr
oble
m s
olv
ing is
one
of
the
bas
ic p
roce
dure
s of
TQ
M
•To b
e ef
fect
ive,
pro
ble
m-s
olv
ing e
ffort
s sh
ould
fo
llow
a s
tandar
d,
syst
emat
ic a
ppro
ach
•A k
ey a
spec
t of
pro
ble
m s
olv
ing in T
QM
is
eli
min
ati
ng
th
e c
au
seso
that
the
pro
ble
m
does
not
reocc
ur
•TQ
M u
sers
thin
k of
pro
ble
ms
aso
pp
ort
un
itie
s fo
r im
pro
vem
en
t
•U
se s
tati
stic
al
meth
od
sw
here
ver
po
ssib
le
OPR
E 63
646
Pro
cess
Im
pro
vem
en
t an
d T
oo
ls
•Pr
oces
s im
prov
emen
t--a
syst
emat
ic a
ppro
ach
to im
prov
ing
perfo
rman
ce–
Proc
ess
map
ping
–An
alyz
e th
e pr
oces
s–
Red
esig
n th
e pr
oces
s•
Tool
s–
Tool
s ai
d in
dat
a co
llect
ion
and
inte
rpre
tatio
n,
and
prov
ide
the
basi
s fo
r dec
isio
n m
akin
g
OPR
E 63
647
Basi
c Q
uality
To
ols
•Fl
owch
arts
•C
heck
she
ets
•H
isto
gram
s•
Pare
to C
harts
•Sc
atte
r dia
gram
s•
Con
trol c
harts
•C
ause
-and
-effe
ct d
iagr
ams
•R
un c
harts
OPR
E 63
648
7 B
asi
c q
uali
ty i
mp
rovem
en
t to
ols
•R
un C
hart
-Tra
ckin
g Tr
ends
Show
cha
nges
in d
ata
over
tim
e | M
easu
re o
ne v
aria
ble
over
tim
e | C
olle
ct d
ata
sequ
entia
lly•
His
togr
am-P
roce
ss C
ente
ring,
Spr
ead
and
Shap
eO
rgan
ize
data
| Ev
alua
te p
roce
ss p
erfo
rman
ce |
Mon
itor p
roce
ss p
erfo
rman
ce b
efor
e an
d af
ter a
cha
nge
•C
ontr
ol C
hart
-Rec
ogni
zing
Sou
rces
of V
aria
tion
Mon
itor t
he p
erfo
rman
ce o
f a p
roce
ss o
ver t
ime
| Rec
ogni
ze a
nd c
ontro
l var
iatio
n in
a
proc
ess
| Met
hods
to m
inim
ize
varia
tion
and
defe
cts
•Pa
reto
Cha
rt-F
ocus
on
Key
Pro
blem
sAp
proa
ch p
robl
ems
syst
emat
ical
ly |
Dis
cove
r the
sou
rces
that
may
caus
e th
e m
ajor
ity o
f pr
oble
ms
| Usi
ng d
iffer
ent m
easu
rem
ent s
cale
s br
eak
dow
n pr
oble
ms
into
sm
alle
r one
s•
Flow
char
t-Pi
ctur
ing
the
Proc
ess
See
how
an
entir
e pr
oces
s w
orks
| Id
entif
y cr
itica
l poi
nts
in a
pro
cess
for d
ata
colle
ctio
n | L
ocat
e bo
ttlen
ecks
| Ev
ent,
peop
le a
nd m
ater
ial f
low
•
Scat
ter D
iagr
am-M
easu
ring
Rel
atio
nshi
ps B
etw
een
Varia
bles
Stat
istic
ally
test
a th
eory
abo
ut a
pos
sibl
e ca
use
and
effe
ct c
onne
ctio
n be
twee
n tw
o fa
ctor
s | T
est a
nd c
onfir
m a
hyp
othe
sis
usin
g qu
antit
ativ
e da
ta |
Dat
a an
alys
is•
Cau
se &
Effe
ct D
iagr
am-F
ind
and
Cur
e C
ause
s, N
ot S
ympt
oms
Stud
y a
prob
lem
con
ditio
n or
impr
ovem
ent o
ppor
tuni
ty to
find
its 'r
oot'
caus
es |
Blen
d cr
eativ
e th
inki
ng w
ith d
ata
anal
ysis
in th
e pr
oble
m-s
olvi
ng p
roce
ss
OPR
E 63
649
Ch
eck
Sh
eet
Bill
ing
Erro
rs
Wro
ng A
ccou
nt
Wro
ng A
mou
nt
A/R
Err
ors
Wro
ng A
ccou
nt
Wro
ng A
mou
nt
Mon
day
OPR
E 63
6410
Pare
to A
naly
sis
80%
of t
he
prob
lem
s m
ay b
e at
trib
uted
to
20%
of t
heca
uses
80%
of t
he
prob
lem
s m
ay b
e at
trib
uted
to
20%
of t
heca
uses
Smea
red
prin
t
Number of defects
Off
cent
erM
issi
ngla
bel
Loo
seO
ther
OPR
E 63
6411
Co
ntr
ol C
hart
970
980
990
1000
1010
1020
01
23
45
67
89
1011
1213
1415
UC
L
LCL
Sam
ples
OPR
E 63
6412
Cau
se-a
nd
-Eff
ect
Dia
gra
m
Eff
ect
Mat
eria
lsM
etho
ds
Equ
ipm
ent
Peop
le
Env
iron
men
t
Cau
se
Cau
se
Cau
se
Cau
se
Cau
se
Cau
seC
ause
Cau
se
Cau
seC
ause
Cau
se
Cau
se
OPR
E 63
6413
Fis
hb
on
e C
hart
-Tru
ck D
elivery
Failu
res
Truc
kD
eliv
ery
Failu
re
Pack
ing
list
inco
rrec
tIn
voic
em
issi
ng
Leav
e at
wro
ng ti
me
Driv
er d
oes
not
know
rout
ePo
or tr
uck
mai
nten
ance
Wro
ngin
form
atio
nLa
bel
stuc
k on
poor
lyW
rong
labe
l lo
catio
n
No
prot
ectiv
epa
ckin
gW
rong
con
tain
er
Qua
lity
inco
ntai
ner
inco
rrec
t
Truc
king
Ship
ping
Doc
umen
ts
Con
tain
erLa
belin
gPa
ckin
g
Late
st tr
affic
and
road
cond
ition
sno
t upd
ated
OPR
E 63
6414
Ish
ikaw
a C
au
se-E
ffect
Dia
gra
m
OPR
E 63
6415
Sca
tter
Plo
t
Rol
ler S
ettin
g (m
m)
Gar
age
Doo
r W
eigh
t (kg
)
OPR
E 63
6416
Ru
n C
hart
0.44
0.46
0.480.
50.
520.
540.
560.
58
12
34
56
78
910
1112
Tim
e (H
ours
)
Diameter
OPR
E 63
6417
Flow
char
t: O
rigi
nal T
rave
l Aut
hori
zatio
n Pr
oces
s
Secr
etar
yty
pes
trav
elau
thor
izat
ion
(TA
)
Secr
etar
yar
rang
esfo
r tic
kets
Trav
eler
info
rms
secr
etar
y
Toap
prov
ing
man
ager
To
man
ager
OK
?W
ait f
or
sign
atur
eYe
sN
oM
anag
erin
spec
ts T
ATr
avel
writ
es ti
cket
sW
ait
Sign
s
Dis
burs
ing
writ
es c
heck
Secr
etar
yge
ts ti
cket
s&
che
ckC
ompl
etes
TA
To T
rave
l &D
isbu
rsin
gde
part
men
tsTr
avel
erfe
tche
stic
kets
,ch
eck,
TA
Trav
els
Wai
t
OPR
E 63
6418
Flow
Cha
rt S
ymbo
lsA
ctiv
ity th
at a
dds
valu
e to
a w
orkp
iece
or
prov
ides
a value-adding
serv
ice
to a
cu
stom
er; u
sual
ly re
quire
s a
setu
p.O
pera
tion
Mov
emen
t of o
bjec
t fro
m o
ne w
ork
stat
ion
to a
noth
er; m
ovem
ent o
f cus
tom
er fr
om
one
oper
atio
n to
ano
ther
.Tr
ansp
orta
tion
Wor
k is
che
cked
for s
ome
char
acte
ristic
of
qual
ity; m
ay c
all f
or 1
00-p
erce
nt in
spec
tion
or in
spec
tion
by s
ampl
ing.
Insp
ectio
n
App
lies
to m
ater
ials
or d
ocum
ents
;m
ay b
e te
mpo
rary
or p
erm
anen
t.St
orag
e
Tim
e pe
rson
, mat
eria
ls, o
r doc
umen
ts w
ait
for n
ext o
pera
tion;
in lo
t del
ay, w
ait i
s fo
r ot
her i
tem
s in
the
lot t
o be
pro
cess
ed; i
n pr
oces
s de
lay,
ent
ire lo
t wai
ts fo
r w
orks
tatio
n or
oth
er b
ottle
neck
to c
lear
.
Del
ay
OPR
E 63
6419
Flow
char
t: R
evis
ed T
rave
l Aut
hori
zatio
n Pr
oces
s
Impr
oved
aut
horiz
atio
n pr
oces
s --
with
Trav
eler
type
s an
dse
nds E-mail
mem
o to
man
ager
Totr
avel
er
Totr
avel
er
Dis
burs
ing
writ
esch
eck
Trav
elpr
ints
ticke
ts
If ye
s,no
tifie
str
avel
er,
Dis
burs
ing,
Trav
el d
ept.
Som
e de
lay
befo
rem
anag
erre
spon
ds
No
Trav
els
OPR
E 63
6420
Tra
ckin
g I
mp
rovem
en
ts
UC
L
LCL
LCL
LCL
UC
LU
CL
Proc
ess
not c
ente
red
and
not s
tabl
e
Proc
ess
cent
ered
and
stab
le
Add
ition
al im
prov
emen
tsm
ade
to th
e pr
oces
s
OPR
E 63
6421
Meth
od
s fo
r G
en
era
tin
g I
deas
•Br
ains
torm
ing
•Q
ualit
y ci
rcle
s•
Inte
rvie
win
g•
Benc
hmar
king
•5W
2H
OPR
E 63
6422
Meth
od
s Fo
r G
en
era
tin
g S
olu
tio
ns
Bra
inst
orm
ing
:Tec
hniq
ue
for
gen
erat
ing a
fre
e flow
of id
eas
to s
olv
e a
pro
ble
m
Qu
ali
ty C
ircl
es
:•
Gro
ups
of w
ork
ers
who v
olu
nta
rily
mee
t to
dis
cuss
way
s of
impro
ving p
roduct
s or
pro
cess
.•
The
circ
le c
om
prise
s a
num
ber
of w
ork
ers
who g
et
toget
her
per
iodic
ally
to d
iscu
ss w
ays
of im
pro
ving
pro
duct
s an
d p
roce
sses
•Q
ual
ity
circ
les
are
usu
ally
les
s st
ruct
ure
d a
nd m
ore
in
form
al t
han
tas
kforc
es e
ntr
ust
ed w
ith a
pro
ject
OPR
E 63
6423
Ben
chm
ark
ing
•In
volv
es iden
tify
ing c
om
pan
ies
or
oth
er
org
aniz
atio
ns
that
are
bes
t at
som
ethin
g a
nd
studyi
ng h
ow
they
do it,
to lea
rn h
ow
to
impro
ve y
our
oper
atio
n•
The
oth
er o
rgan
izat
ions
nee
d n
ot
be
in t
he
sam
e lin
e of
busi
nes
s as
yours
•Xer
ox
use
d a
mai
l-ord
er c
om
pan
y, L
L B
ean
, to
ben
chm
ark
ord
er f
illin
g
1.
Am
eri
can
Exp
ress
is w
ell-
know
n f
or
its
abili
ty t
o g
et
cust
om
ers
to p
ay u
p q
uic
kly.
2.
Dis
ney W
orl
d:
for
its
emplo
yees
com
mitm
ent.
3.
Fed
era
l Exp
ress
: f
or
its
spee
d.
4.
McD
on
ald
's:
for
its
consi
sten
cy.
5.
Xero
x:
for
its
ben
chm
arki
ng t
echniq
ues
.
OPR
E 63
6424
Su
pp
liers
can
g
ive i
deas
•Supplie
rs a
re p
artn
ers
in t
he
pro
cess
, an
d l
on
g-
term
rela
tio
nsh
ipsh
ould
be
enco
ura
ged
•Pa
rtner
ship
giv
es s
upplie
rs a
vital
sta
ke in
pro
vidin
g q
ual
ity
goods
and s
ervi
ces
•Supplie
rs c
an p
rovi
de
qual
ity
at t
he
sourc
e,
ther
eby
reduci
ng o
r el
imin
atin
g t
he
nee
d t
o
insp
ect
del
iver
ies
(IS
O 9
00
0/
QS
90
00
)
•Supplie
rs c
an p
artici
pat
e in
new
pro
du
ct
develo
pm
en
t
OPR
E 63
6425
Six
Sig
ma T
oo
ls &
Mo
du
les
Fund
amen
tal Q
ualit
y To
ols
Pare
to A
naly
sis
Proc
ess
Map
ping
Bra
inst
orm
ing
Cau
se-a
nd-E
ffect
Proc
ess
Cha
ract
eriz
atio
nD
efec
tives
Def
ects
Varia
bles
Dat
a
Cap
abili
ty A
naly
sis
Mea
sure
men
t Sys
tem
Eval
uatio
nD
esig
n of
Exp
erim
ents
Stat
istic
al P
roce
ss C
ontr
ol (S
PC)
Hyp
othe
sis
Test
ing
t Tes
tA
naly
sis
of V
aria
nce
(AN
OVA
)H
omog
enei
ty o
f Var
ianc
e (H
OV)
Chi
Squ
ared
(χ2 )
Line
ar R
egre
ssio
nFa
ilure
Mod
e an
d Ef
fect
s A
naly
sis
(FM
EA)
Shor
t and
Lon
g Te
rm A
naly
sis
Pow
er &
Sam
ple
Size
OPR
E 63
6426
Res
earc
h &
Dev
elop
men
t
•R
&D:
A Pr
edic
tor o
f Suc
cess
–D
efin
ition
s•
Res
earc
h: p
ushe
s bo
unds
of k
now
ledg
e–
Basi
c (k
now
ledg
e or
ient
ed)
–Ap
plie
d (p
robl
em o
rient
ed)
•D
evel
opm
ent:
tran
slat
es in
to to
ols/
outp
uts
–Ap
prop
riate
am
ount
s va
ry b
y in
dust
ry
•Tr
aditi
onal
R&D
Wea
knes
ses
–Sl
ow p
roce
ss•
Firs
t-to-
mar
ket c
once
pt (t
ime-
base
d co
mpe
titio
n)–
Neg
lect
of p
roce
ss d
esig
n
OPR
E 63
6427
QFD
: A
Model
for
the
Des
ign
Proce
ss
•Pr
ovid
es S
truct
ure
for I
nteg
ratin
g Pr
oduc
t and
Pr
oces
s D
esig
n•
Mul
tiple
Mat
rix R
epre
sent
atio
n (H
ouse
of Q
ualit
y)–
Wal
ls:
cust
omer
requ
irem
ents
(what’s
); co
mpe
titiv
e ev
alua
tion
–C
eilin
g: o
pera
ting
requ
irem
ents
(how’s
)–
Inte
rior:
cor
rela
tion
betw
een
wha
t’s a
nd h
ow’s
–R
oof:
cor
rela
tion
amon
g ho
w’s
–Ba
sem
ent:
targ
et v
alue
s fo
r how
’s–
Foun
datio
n:
com
petit
ive
eval
uatio
n of
how
s
OPR
E 63
6428
"Hou
se o
f Qua
lity"
for
Dry
Cle
aner
s Sho
p
XX
XX
AB
AB
B A
Cor
rela
tion:
Stro
ng p
ositi
vePo
sitiv
eN
egat
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Use
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http
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min
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u/pu
b/tu
toria
ls/q
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ls/h
omep
g.ht
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Tool
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