cqi (tqm) tools and time management. cqi or tqm?? u cqi – continuous quality improvement or u tqm...

CQI (TQM) Tools and Time Management

CQI or TQM??

CQI – Continuous Quality Improvement or

TQM – Total Quality Management

Technically, there are some differences in these two terms but for all practical purposes they can be combined for this class.

What is CQI?

A systematic, organization-wide approach for continually improving all processes that deliver quality products and processes.

Four CQI Principles

Develop a strong customer focus Continually improve all processes Involve employees Use CQI tools to improve decision

making

CQI and Time Management

It has been said that committees (and meetings) keep minutes…

but waste hours.

This is why CQI tools have been developed

- to aid in decision making!

Selected CQI Tools

Affinity Diagram Interrelationship Diagraph Matrix Diagram Nominal Group Technique

Affinity Diagram

Used to gather and group ideas Encourages creativity Breaks down communication

barriers Encourages “ownership” of ideas Overcomes “team paralysis”

Affinity Diagram

Typically uses flip charts and post-it notes

Affinity Diagram

Start by writing the issue under consideration in one sentence.

This sentence is written at the top of the flip chart.

How can we increase

membership in our organization?

Affinity Diagram

All participants write ideas on post-it notes and place on the flip chart in any position– Write large– Use at least a noun and

verb– 4-7 words work well

How can we increase


Affinity Diagram

No talking or commenting on ideas

Be creative, brainstorm

Affinity Diagram

After brainstorming– SILENTLY arrange like

ideas in columns– All participants involved– It ok to move a note

even if someone else has placed it in a column

How can we increase


Affinity Diagram

For each column, develop a phrase that summarizes the column

Place the phrase on a post-it note at the top of each column. This is called the header.

Interrelationship Diagraph (ID)

Used to systematically identify, analyze and classify the cause and effect relationships that exist among items

Helps focus on a possible solution


Encourages thinking in multiple directions

Finds cause and effect relationships

Allows key issues to emerge naturally

Helps identify root causes


Use the statement and header cards from the Affinity Diagram

Arrange the header cards in a large circular pattern


Compare each card with every other card– Ask “Is there a cause/influence

relationship?”– If yes, ask “Which direction of

cause/influence is greater?” Draw an arrow showing the

relationship

A

B


Tally the number of outgoing and incoming arrows for each item

E

F

A

D

C

B O=4I = 0

O=0I=3

O=2I = 2

O=2I = 2

O=1I = 1

O=1I = 1


The item with the largest number of outgoing items is the root cause or driver – this is generally the item to focus on

The item with the most incoming arrows indicates a key outcome

Matrix Diagram

Sometimes, things don’t get done after meetings because people are not clear as to who is supposed to do what

The Matrix diagram is one tool that helps overcome this problem

Matrix Diagram

Makes patterns of responsibility clear

Insures an appropriate distribution of tasks

Helps teams to reach concensus

Matrix Diagram

Select the key factors (tasks, jobs) that need to be done (might be derived from the ID or affinity diagram)

Assemble the group or team who will be responsible for doing the tasks.

Matrix Diagram

Prepare a grid List tasks to be done down the

left side of the grid List individuals or teams along

the top of the grid

Bob Sue Sam

Get Meeting Speakers

Get Food

Get Door prizes

Matrix Diagram

Place one of three symbols in the cells– Primary Responsibility– Secondary Responsibility or

Team Member– Resource or Need to Know

Bob Sue Sam

Get Meeting Speakers

Get Food

Get Door prizes

Nominal Group Technique (NGT)

Helps a group to quickly achieve consensus

There is equal participation Makes consensus (or lack

thereof) visible


Generate the lists of issues, problems, or solutions to be prioritized (could come from the affinity diagram)

Write statements on a flipchart or board

Solution A

Solution B

Solution C

Solution D

Solution E


Each member records the corresponding letters on a piece of paper and rank orders the statements. The highest ranking item should receive the highest number.– 10 items, 10 is the highest– 7 items, 7 is the highest

Solution A - 2

Solution B - 4

Solution C - 5

Solution D - 1

Solution E - 3


Tally the votes The item with the largest score

is the choice If two items receive close

scores, discussion could ensue

Solution A - 22

Solution B - 41

Solution C - 57

Solution D - 10

Solution E - 34


Voting variations– For long lists, give team

members “one half plus one” votes

• 20 items on the list = use 11 votes


Voting variations (multivoting)– If folks feel strongly about certain

options let them take the number of possible votes and divide the votes between options

• Option A – 3 votes• Option B – 0 votes• Option C – 1 votes• Option D – 0 votes

Maps out feasible events and contingencies

X= No O=Yes

Process Decision Program Chart (PDPC)

W ater Taxi V an s

Tran sp orta tion

E llis K F C

F ood

D eck D in in g H a ll

D in in g L oca tion

P ig P ick inU S S N orth C aro lin a

cqi (tqm) tools and time management. cqi or tqm?? u cqi – continuous quality improvement or u tqm...

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