q4 -tools and techniques

7/25/2019 Q4 -Tools and Techniques

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CETM09:Quality - Tools and Techniques

Prof Helen M EdwardsDept of Computing, Engineering and Technology,

Faculty of Applied Science

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Focus

Place of Techniques in Process Improvement Phases

PDCA

Process Mapping

Process Flowcharting

Brainstorming

Cause and Effect (Ishikawa) Diagram

Pareto Analysis

Statistical Control Process (SPC)

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Place of Techniques in

Process Improvement Phases

Tools/

Techniques

Select Understand Performance Review Change Capture

PDCA * * * * *

Process

Mapping* * *

Process

Flowcharting* * *

Brainstorming * * *

Ishikawa *

Pareto Analysis *

Statistical

Process Control* *

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The PDCA Cycle

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Image from Karn G. Bulsuk

(http://karnbulsuk.blogspot.com
http://karnbulsuk.blogspot.com/http://karnbulsuk.blogspot.com/


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Process Mapping: To construct a process map

Brainstorm all activities that routinely occur within thescope of the process

Group the activities into 4-6 key sub-processes

Identify the sequence of events and links between the

sub-processes

Define as a high level process map and sub-processmaps using ICOR

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Process Mapping


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Example Process with ICOR elements

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From: http://www.edrawsoft.com/flowchart-examples.php

Process

Decision

Start/Stop

Records/

Documents

Informatio

n

Symbols

Connector


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Brainstorming

Typically a group technique used to generate a largenumber of ideas quickly

Look for originality and innovation

there must be no criticism or evaluation

Continue until no further ideas emerge.

It can be used for: Identifying problem areas

Identifying areas for improvement Designing solutions to problems

Developing action plans

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Pareto Analysis

Usually, Pareto

diagrams reveal that

around:

80% of the effectis attributed to

20% of the causes;

Also know as the

80/20 rule

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Pareto Analysis Example

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Policies require excess information on users 1

Policies require complicated procedures 1

Too much paperwork 2

Not enough funding 2

Inadequate schedules 13

Inadequate policies 2

Clinic personnel have too many chores at home 2

Clinic personnel have other jobs 2

Clinic personnel lack punctuality 6Clinic personnel have insufficient training 2

Clinic personnel aren't motivated 1

Clinic personnel are careless 1

Clinic personnel don't follow the schedule 16

Users forget ID cards 1

Users don't keep appointments 2

Users are uncooperative 1

Delay in handing over lab results to doctors 14

Outdated methods 12

Lack of automation 9

Procedures take too long 11

Health Centre Example: Causes of Long

Waiting Times


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Statistical Process Control (SPC) A toolkit for managing processes.

A strategy for reducing the variability which is the causeof most quality problems in products, deliveries, materials, equipment, attitudes and

processes.

It shows whether a process is in control: stable and exhibiting only random variation, or

out of control and needing attention.

It warns of performance deterioration,

Helps with long-term defect reduction,

reduction or elimination of causes of variation and

achievement of a level of performance as close to target aspossible.

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SPC Toolkit

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Control Chart. Check Sheet Bar Charts

Scatter Diagram

Matrix Analysis

Dot Plot or Tally Chart

Histogram


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Recap

Place of Techniques in Process Improvement Phases

PDCA

Process Mapping


Brainstorming


Pareto Analysis

Statistical Control Process (SPC)

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References

Balanced Scorecard Institute (1996) Handbook & Tools for Basic Process

Improvement http://www.tinyurl.com/BSC-tools

[particularly useful for follow up exercises and explanations]

DTI (2005) From Quality to Excellence. http://tinyurl.com/DTI-Quality

Gupta, P (2005) From PDCA to PPPP: The four P's of process managementlead to quality success. Quality Digest.

http://www.accelper.com/pdfs/From PDCA to PPPP.pdf

Management Sciences for Health (1998) The Guide to Managing for

Quality: Pareto Analysis. (Start from http://erc.msh.org/quality/map.cfm)

Management Sciences for Health (1998) The Guide to Managing forQuality: Pareto Analysis.

http://erc.msh.org/quality/example/exampl22.cfm.

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http://www.tinyurl.com/BSC-toolshttp://tinyurl/DTI-Qualityhttp://www.accelper.com/pdfs/From%20PDCA%20to%20PPPP.pdfhttp://erc.msh.org/quality/map.cfmhttp://erc.msh.org/quality/example/exampl22.cfmhttp://erc.msh.org/quality/example/exampl22.cfmhttp://erc.msh.org/quality/map.cfmhttp://www.accelper.com/pdfs/From%20PDCA%20to%20PPPP.pdfhttp://tinyurl/DTI-Qualityhttp://tinyurl/DTI-Qualityhttp://tinyurl/DTI-Qualityhttp://www.tinyurl.com/BSC-toolshttp://www.tinyurl.com/BSC-toolshttp://www.tinyurl.com/BSC-tools