quality and performance excellence 7e chapter 4
TRANSCRIPT
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Chapter 4Chapter 4
Tools and Techniques forTools and Techniques forQuality ImprovementQuality Improvement
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Outline Explain the philosophy and approaches to
continuous improvement
Describe systematic improvement
processes
Illustrate the application of a variety oftools for process improvement
Discuss breathrou!h improvement andthe importance of creativity andinnovation"
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Control vs"
Improvement
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%rocess Improvement To improve a process& it must be
'epeatable
(easurable (any or!ani)ations use a variety of
approaches& includin! formal problem*solvin! methodolo!ies to identifypotential improvements& analy)e data&and implement solutions"
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+ai)en
+ai)en, a -apanese .ord thatmeans !radual and orderlycontinuous improvement
/ocus on small& !radual& andfrequent improvements over the
lon! term .ith minimum 0nancialinvestment& and participation byeveryone in the or!ani)ation"
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+ai)en Event 2+ai)en
3lit) 5 ai)en event 2ai)en blit)is anintense and rapid improvementprocess in .hich a team or a
department thro.s all itsresources into an improvementpro6ect over a short time period&
as opposed to traditional ai)enapplications& .hich are performedon a part*time basis"
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8tructured Improvement%rocesses
'ede0ne and analy)e problems
9enerate ideas Evaluate ideas and select a
solution
Implement the solution
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Example; EastmanChemical Improvement
%rocess /ocus and pinpoint
Communicate
Translate and lin
Create a mana!ement action plan
Improve processes (easure pro!ress and provide feedbac
'einforce behaviors and celebrate results
=hat chan!es can .e mae that .ill result inimprovement>
?o. .ill .e no. that a chan!e is animprovement>
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%lan 21 of #1" De0ne the process; its start& end& and .hat it does"
#" Describe the process; list the ey tass performed andsequence of steps& people involved& equipment used&environmental conditions& .or methods& and materialsused"
$" Describe the players; external and internal customers andsuppliers& and process operators"
4" De0ne customer expectations; .hat the customer .ants&
.hen& and .here& for both external and internal customers"
" Determine .hat historical data are available on processperformance& or .hat data need to be collected to betterunderstand the process"
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%lan 2# of #7" Describe the perceived problems associated
.ith the processB for instance& failure to meetcustomer expectations& excessive variation&lon! cycle times& and so on"
:" Identify the primary causes of the problemsand their impacts on process performance"
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Do1" Conduct a pilot study or experiment to
test the impact of the potentialsolution2s"
#" Identify measures to understand ho.any chan!es or solutions aresuccessful in addressin! the perceived
problems"
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8tudy
1" Examine the results of the pilot studyor experiment"
#" Determine .hether processperformance has improved"
$" Identify further experimentation thatmay be necessary"
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5ct1" 8elect the best chan!e or solution"
#" Develop an implementation plan; .hatneeds to be done& .ho should be
involved& and .hen the plan should beaccomplished"
$" 8tandardi)e the solution& for example& by.ritin! ne. standard operatin!
procedures"
4" Establish a process to monitor andcontrol process performance"
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8ix 8i!ma D(5IC(ethodolo!y
1" De0ne
#" (easure$" 5naly)e
4" Improve
" Control
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De0ne
Describe the problem inoperational terms
Drill do.n to a speci0c problemstatement 2pro6ect scopin!
Identify customers and CTQs&
performance metrics& andcostrevenue implications
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(easure +ey data collection questions
=hat questions are .e tryin! toans.er>
=hat type of data .ill .e need toans.er the question>
=here can .e 0nd the data>
=ho can provide the data> ?o. can .e collect the data .ith
minimum eort and .ith minimumchance of error>
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5naly)e
/ocus on .hy defects& errors& orexcessive variation occur
8ee the root cause
*=hy technique
Experimentation and veri0cation
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%areto Dia!rams
5 %areto distributionis one in .hichthe characteristics observed are
ordered from lar!est frequency tosmallest" 5 %areto dia!ramis ahisto!ram of the data from thelar!est frequency to the smallest"
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