total quality management bus 3 – 142 tools of quality week of mar 7, 2011
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Total Quality Management
BUS 3 – 142
Tools of QualityWeek of Mar 7, 2011
Page 2 2
Ishikawa’s Basic Seven (7) Tools of Quality
– Process Maps
– Check Sheets
– Histograms
– Scatter Plots
– Control Charts
– Cause & Effect (“Fishbone”) Diagrams
– Pareto Analysis
Page 3 3
Process map
Specific symbols for specific definitions
Processing
Decision
Input / Output
Start / Stop
Flow Line
Page Connector
Create a flow chart , from beginning to end
Page 4 4
Steps in creating process maps
– Communicate the purpose to impacted individuals
– Observe behavior
– Interview participants and stakeholdrrs
– Review reports and outputs
– Draw the flow chart using the symbols
– Evaluate Value Added (VA) and Non Value Added (NVA) activities
– Review multiple times to ensure accuracy and buy-in
Use the map to streamline and simplify the process, including eliminating NVA steps
Use the map for the Vision of the improvedFuture Process
Page 5 5
High Level Supply Chain Flow
ProductPlanning
DemandPlanning
MaterialPlanning
MasterProductionScheduling
ProductionDelivery
& Service
Page 6 6
Forecast Process (Sample)
Account Management
Production Planning
Sales
Demand Planner
Sales Ops
Manugistics
Fulfillment
"Wednesday"
JudgedForecast
ReconciledForecast
Revenue Increases
"Fri
day"
Dem
and
Sig
nal &
Exc
eptio
n R
epor
t
Build Plan "Thursday"
"Tuesday"
Commited Buffer
Build P
lan
No
Yes
Material Judgem
ent Notification
For
ecas
t Rev
isio
ns
No
Forecast
Revisions
Yes
No
Yes
No
Pull Forecast fromManugistics
Judge Forecast
Reconcile with AM& Sales
Reconcile wilthRevenue Plan
EscalateJudgements
Revenue IncreaseCommit
Create Build Plan Reconcile ExcessInventory
Customer Commit
Publish Build Plan
Publish Demand signal &Exception ReportStart Demand
Reconciliation
Demand /Supply
Reconciled
JudgementAcceptable?
SupplyAdequate?
EscalateSupply
Requiremen
Revenue IncreaseCommit**
Publish 13wk DSIposition / Heat Map
Allocate Productby Customer
RevenueRisk/
Sales Forecast
Revenue Plan
Enter OEMForecast at Part #
Level
Regional OEMsplits report -
Standard Tabs
Allocate StandardProducts by
Region
StandardTabs
Enter OEMForecast at Model
Level
Sales Forecas t
Revenue Plan
Page 7 77
Enter Items into Forecast (Sample)
Page 8 88
Work Example – Process Map for Future State
•Hub buffer below target
•Discrete Orders
•Revised Targets
FGI / Hub
Coverage?Start per
Authorized
Pool
No
Yes
Fill from
STX Stock
Hub
buffer below
Target?
No
No Action
Yes
xxx
xxx
xxx
xxx
xxx
xxx
Major Assumptions / Process Changes
Avail. in
WIP?
Yes
Prioritize /
Reconfigure
No
Page 9 9
Work Example – Vision for Phase 2
•Hub buffer below target
•Discrete Orders
•Revised Targets
FGI / Hub
Coverage?Start per
Authorized
Pool
No
Yes
Fill from
STX Stock
Hub
buffer below
Target?
No
No Action
Yes
Avail.
in Testers?
Avail. in
Test Queue?No
Yes Yes
Fill
After Test
Prioritize /
Reconfigure
No
xxx
xxx
xxx
xxx
xxx
xxx
Major Assumptions / Process Changes
Page 10 10
Check Sheets - for DATA GATHERING
– After common defects are identified, operators and machines track how often they occur
– Setup routine not followed
– Missing equipment
– Machine breakdown
– Parts shortage
– Etc
– A table is created to track the defects over time (hours / shifts / days / weeks)
– The data from the check sheets are then used to populate histograms and Pareto charts
Page 11 11
Check Sheet Example
Page 12 12
Histogram
Page 13 1313
Work Example – Histogram
Median Drive
Age at Invoice
Average Drive
Age at Invoice
Median: 18 days
Average: 25 days
Mode: 1 day
80% of units invoiced under 36 days of age
Root Cause?
Page 14 14
Grade Distribution – Histogram
27
12
6 6
-1
3
7
11
15
19
23
27
A B C D/F
`
Count % of Total Cum %A+ 7 13.7% 13.7%A 11 21.6% 35.3%A- 9 17.6% 52.9%B+ 8 15.7% 68.6%B 1 2.0% 70.6%B- 3 5.9% 76.5%C+ 4 7.8% 84.3%C 2 3.9% 88.2%C- 0 0.0% 88.2%D+ 2 3.9% 92.2%D 3 5.9% 98.0%D- 1 2.0% 100.0%Total 51
Grade
Page 15 15
Scatter Diagrams
Page 16 16
Fishbone Chart
Page 17 17
Use a Hammer to build the house and a Paintbrush to paint it
Quality Tool PurposeProcess Maps Establishing Baselines
Learning / Understanding the Basic Process
Identifying Data Requirements (Volumes, times, resources, systems, etc)
Encourage feedback and ownership
Communicate Future State Vision
Check Sheets Gather data according to predetermined categories
Timely
Lead to Process Control & Improvement
Histograms Summarized representation (totals) of categorized data
Can be a visual representation of key statistics (Mean, Median, Mode)
Can represent specific distributions (Normal, Poisson, other)
Pareto Analyses Histogram, sorted saccording to frequency of occurences
Scatter Plots Detailed representation (events / results) of categorized data
Control Charts Real time data gathering and analysis
Key for sustained productivity and cost management (later chapters)
Cause & Effect (Fishbone) Separates Problems from Symptoms (Is your problem that you have no money or that you spend too much?)
Experts list key categories for further drill down and anlysis
Can be as detailed or general as necessary (team to decide)
Encourages teamwork and grup problem-solving
Page 18 18
Key Points regarding Tools
– Know if you are looking at time and trend data or at static / population data
– Process Maps are static
– Check sheets can be both
– Histograms, Scatter Plots, Pareto Charts are for populations
– Control Charts / SPC look at time and trend
– Data gathering and analysis enables a more effective “Plan-Do-Check-Act” cycle
– The data TELL you something! … Act on what the data tell you
– Root Cause identification
– Separating Causes from Effects (“5 Whys”)
– Planning and Implementing improved performance and Results
– Refine the Measurement System so that focus is on facts and collaborative problem solving – not blame or “spin”
– Precision vs. Enough (Diminishing Returns)