ENGM 620: Quality Management

Magnificent 7 – 16 October, 2012

• Quality Tools– Ishikawa’s Basic Seven– The New Seven– Bonus Tools

Why look at Management Tools?

• Find out where we are

• Prevent problems from occurring

• Solve problems when they do happen

• Choose the right tool for the problem!

Problem Solving

Scientific Method

1. Define the Problem

2. Gather Information

3. Develop Alternatives

4. Evaluate Alternatives

5. Implement Solutions

6. Follow Up

Osborne & Parnes

1. Understand the “Mess”

2. Find the Facts

3. Identify Specific Problems

4. Generate Ideas

5. Develop Solutions

6. Implementation

Tools of Quality

Ishikawa’s Basic• Process Maps• Check Sheets• Histograms• CE Diagrams • Scatter Plots• Control Charts• Pareto Analysis

The New Seven• Affinity Diagram• Interrelationship Diagraph• Tree Diagram• Prioritization Grid• Matrix Diagram• Process Decision Program• Activity Network Diagram

Process Mapping

• Many types of process maps. • If we can draw a picture of the process, we can

– communicate it– wrap our minds around it– describe the baseline.

• Using simple symbols chart the process from the beginning (or the end).

• Start with general, then add detail

Using the Process Map

• Verify– Which steps add value, which don’t

• Simplify– Remove or reduce steps that are unnecessary

• Expand your scope– Map macro processes

Flow Charting: A Type of Process Map

Mix DryIngredients

Mix WetIngredients

Mix Wet & Dry

Fold 10Minutes

Add ChipsFold 2Minutes

Extrude DoughCut Dough

Bake 10Minutes

OK

Poor

Qual. Pack andShip

Feed to Hogs

Check Sheet

• Data gathering tool

• Can be either tabular or schematic

• Often used as basis for other tools

Check Sheet; Cookies

Type Check Total

Burnt

Crumbly

Too Few Chips

Poor Taste

Other

11

5

14

6

3

Histograms

• A representation of data in a bar chart format

• Also used to observe the shape (distribution) of data.

• The width of the histogram bars must be consistent

• The classes mutually exclusive and all-inclusive (or collective exhaustive)

Histograms

Defects by Category

0

5

10

15

Burnt Crumbly Few Chips Poor Taste Other

Type Defect

Fre

qu

ency

Pareto Analysis

• 80/20 Rule– 80% of the problems are created by …

20% of the causes

• Collect data based on or typed into classes

• Create an ordered frequency chart• Focus on the tallest bars first

Pareto Chart

Defects by Category

0

2

4

6

8

10

12

14

16

Few Chips Burnt Poor Taste Crumbly Other

Fre

qu

ency

Cause and Effect Diagrams

• Also called Fishbone or Ishikawa Diagrams

• Determine problem statement

• Start with major potential causes

• Work down to potential sub-causes

Cause & Effect

Effect

People Methods Handling

DesignTools

Cause & Effect

Too Few Chips

AutomateMix Chips in Dry

Fold Longer

Drop Liquid Chips

Place Chips on by hand

As a first step, let’s try

Increasing

Folding Time

Scatter Diagram

Chips vs Fold Time

5

10

15

20

25

5 10 15 20 25

Fold Time

# C

hip

s

Scatter Diagrams

• Used to examine the relationship between variables

• Sometimes used to identify indicator variables in organization

Control Charts

• Used to determine whether a process will produce a product or process with consistent measurable properties

• We will cover these after Exam II

Evaluate; Control Chart

Avg Chips

Time

18

15

12