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Chapter 7Chapter 7Chapter 7Chapter 7

Tools and Techniques Tools and Techniques for Performance for Performance ExcellenceExcellence

Tools for Quality DesignTools for Quality Design

Quality Function DeploymentQuality Function Deployment Concept engineeringConcept engineering Design failure modes and effects Design failure modes and effects

analysis (DFMEA)analysis (DFMEA)

Quality Function Quality Function DeploymentDeployment

A process of translating customer requirements into technical requirements during product development and production. QFD benefits companies through improved communication and teamwork between all constituencies in the value chain, such as between marketing and design, between design and manufacturing, and between purchasing and suppliers

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House of QualityHouse of Quality

Technical requirements

Voice of the customer

Relationship matrix

Technical requirement priorities

Customerrequirement priorities

Competitive evaluation

Interrelationships

Building the House of Building the House of QualityQuality

1. Identify customer requirements.2. Identify technical requirements.3. Relate the customer requirements to the

technical requirements.4. Conduct an evaluation of competing

products or services.5. Evaluate technical requirements and

develop targets.6. Determine which technical requirements

to deploy in the remainder of the production/delivery process.

ExampleExample

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Quality Function Quality Function Deployment ProcessDeployment Process

technicalrequirements

componentcharacteristics

processoperations quality plan

Concept EngineeringConcept Engineering

Understanding the customer’s environment.

Converting understanding into requirements.

Operationalizing what has been learned.

Concept generation. Concept selection.

DFMEADFMEA

Design failure mode and effects analysis (DFMEA) – identification of all the ways in which a failure can occur, to estimate the effect and seriousness of the failure, and to recommend corrective design actions.

DFMEA SpecificationsDFMEA Specifications

Failure modesFailure modes Effect of failures on customersEffect of failures on customers Severity, likelihood of occurrence, Severity, likelihood of occurrence,

and detection ratingand detection rating Potential causes of failurePotential causes of failure Corrective actions or controlsCorrective actions or controls

Tools for Quality Tools for Quality PlanningPlanning

The Seven Management and The Seven Management and Planning ToolsPlanning Tools

Affinity DiagramAffinity Diagram

Interrelationship DigraphInterrelationship Digraph

Tree DiagramTree Diagram

Other Planning Tools Other Planning Tools

Matrix diagramsMatrix diagrams Matrix data analysisMatrix data analysis Process decision program chartProcess decision program chart Arrow diagramsArrow diagrams

Process Decision Process Decision Program ChartProgram Chart

Tools for Process Tools for Process AnalysisAnalysis

1.1. FlowchartsFlowcharts2.2. Check sheetsCheck sheets3.3. HistogramsHistograms4.4. Cause-and-effect diagramsCause-and-effect diagrams5.5. Pareto diagramsPareto diagrams6.6. Scatter diagramsScatter diagrams7.7. Control chartsControl charts

FlowchartsFlowcharts

A flowchart or process map identifies the sequence of activities or the flow of materials and information in a process. Flowcharts help the people involved in the process understand it much better and more objectively by providing a picture of the steps needed to accomplish a task.

Benefits of FlowchartsBenefits of Flowcharts

Shows unexpected complexity, Shows unexpected complexity, problem areas, redundancy, problem areas, redundancy, unnecessary loops, and where unnecessary loops, and where simplification may be possiblesimplification may be possible

Compares and contrasts actual versus Compares and contrasts actual versus ideal flow of a processideal flow of a process

Allows a team to reach agreement on Allows a team to reach agreement on process steps and identify activities process steps and identify activities that may impact performancethat may impact performance

Serves as a training toolServes as a training tool

Check SheetsCheck Sheets

Check sheets are special types of data collection forms in which the results may be interpreted on the form directly without additional processing.

Benefits of Check SheetsBenefits of Check Sheets

Creates easy-to-understand data Creates easy-to-understand data Builds, with each observation, a Builds, with each observation, a

clearer picture of the factsclearer picture of the facts Forces agreement on the definition Forces agreement on the definition

of each condition or event of of each condition or event of interestinterest

Makes patterns in the data become Makes patterns in the data become obvious quicklyobvious quickly

xx xxxxxx x

HistogramsHistograms

Histograms provide clues about the characteristics of the parent population from which a sample is taken. Patterns that would be difficult to see in an ordinary table of numbers become apparent.

Benefits of HistogramsBenefits of Histograms

Displays large amounts of data that are Displays large amounts of data that are difficult to interpret in tabular formdifficult to interpret in tabular form

Shows centering, variation, and shapeShows centering, variation, and shape Illustrates the underlying distribution of Illustrates the underlying distribution of

the datathe data Provides useful information for Provides useful information for

predicting future performancepredicting future performance Helps to answer “Is the process Helps to answer “Is the process

capable of meeting requirements?capable of meeting requirements?

Pareto Diagrams Pareto Diagrams

A Pareto distribution is one in which the characteristics observed are ordered from largest frequency to smallest. A Pareto diagram is a histogram of the data from the largest frequency to the smallest.

Benefits of Pareto Benefits of Pareto DiagramsDiagrams

Helps a team focus on causes that Helps a team focus on causes that have the greatest impacthave the greatest impact

Displays the relative importance of Displays the relative importance of problems in a simple visual formatproblems in a simple visual format

Helps prevent “shifting the problem” Helps prevent “shifting the problem” where the solution removes some where the solution removes some causes but worsens otherscauses but worsens others

Cause-and-Effect Cause-and-Effect DiagramsDiagrams

A cause-and-effect diagram is a simple graphical method for presenting a chain of causes and effects and for sorting out causes and organizing relationships between variables.

Benefits of Cause and Effect Benefits of Cause and Effect DiagramsDiagrams

Enables a team to focus on the content of Enables a team to focus on the content of a problem, not on the history of the a problem, not on the history of the problem or differing personal interests of problem or differing personal interests of team membersteam members

Creates a snapshot of collective knowledge Creates a snapshot of collective knowledge and consensus of a team; builds support and consensus of a team; builds support for solutionsfor solutions

Focuses the team on causes, not Focuses the team on causes, not symptomssymptoms Effect

Cause

Scatter DiagramsScatter Diagrams

A A scatter diagramscatter diagram is a plot of the is a plot of the relationship between two relationship between two numerical variables.numerical variables.

Benefits of Scatter Benefits of Scatter DiagramsDiagrams

Supplies the data to confirm a Supplies the data to confirm a hypothesis that two variables are hypothesis that two variables are relatedrelated

Provides both a visual and statistical Provides both a visual and statistical means to test the strength of a means to test the strength of a relationshiprelationship

Provides a good follow-up to cause Provides a good follow-up to cause and effect diagramsand effect diagrams

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Control ChartsControl Charts

Control charts show the performance and the variation of a process or some quality or productivity indicator over time in a graphical fashion that is easy to understand and interpret. They also identify process changes and trends over time and show the effects of corrective actions.

Benefits of Control Benefits of Control ChartsCharts

Monitors performance of one or more Monitors performance of one or more processes over time to detect trends, shifts, processes over time to detect trends, shifts, or cyclesor cycles

Distinguishes special from common causes Distinguishes special from common causes of variation of variation

Allows a team to compare performance Allows a team to compare performance before and after implementation of a before and after implementation of a solution to measure its impactsolution to measure its impact

Focuses attention on truly vital changes in Focuses attention on truly vital changes in the processthe process

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Poka-Yoke (Mistake-Poka-Yoke (Mistake-Proofing) Proofing)

An approach for mistake-proofing An approach for mistake-proofing processes using automatic devices or processes using automatic devices or methods to avoid simple human or methods to avoid simple human or machine error, such as forgetfulness, machine error, such as forgetfulness, misunderstanding, errors in misunderstanding, errors in identification, lack of experience, identification, lack of experience, absentmindedness, delays, or absentmindedness, delays, or malfunctionsmalfunctions

Three Levels of Mistake-Three Levels of Mistake-ProofingProofing Design potential errors out of the product

or process – Eliminates any possibility that the error or defect might occur

Identify potential defects and stopping a process before the defect is produced – Requires time to stop a process and take corrective action.

Find defects that enter or leave a process – Eliminates wasted resources that would add value to nonconforming work, but clearly results in scrap or rework.

Common Poka-Yoke Examples Common Poka-Yoke Examples (from John Grout’s Poka-Yoke Web (from John Grout’s Poka-Yoke Web Page)Page)

Kaizen BlitzKaizen Blitz

A kaizen blitz is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period, as opposed to traditional kaizen applications, which are performed on a part-time basis.

Creativity and InnovationCreativity and Innovation

CreativityCreativity – the ability to discover – the ability to discover useful new relationships and useful new relationships and ideasideas

InnovationInnovation – practical – practical implementation of creative ideasimplementation of creative ideas

Fostering CreativityFostering Creativity

Remove or reduce obstacles to creativity.Remove or reduce obstacles to creativity. Match jobs to individuals’ creative abilities. Tolerate failures and establish direction. Improve motivation to increase productivity

and solve problems creatively. Enhance the self-esteem and build the

confidence of organization members. Improve communication so that ideas can be

better shared. Place highly creative people in special jobs

and provide training to take advantage of their creativity.

Statistical ThinkingStatistical Thinking

All work occurs in a system of All work occurs in a system of interconnected processesinterconnected processes

Variation exists in all Variation exists in all processesprocesses

Understanding and reducing Understanding and reducing variation are the keys to variation are the keys to successsuccess

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Wisdom from Texas Wisdom from Texas InstrumentsInstruments

““Unless you change the process, Unless you change the process, why would you expect the results why would you expect the results to change”to change”

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Statistical Process Control Statistical Process Control (SPC)(SPC)

A methodology for monitoring a A methodology for monitoring a process to identify special causes process to identify special causes of variation and signal the need of variation and signal the need to take corrective action when to take corrective action when appropriateappropriate

SPC relies on SPC relies on control chartscontrol charts

Control Chart ExampleControl Chart Example