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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Process Flowcharting
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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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Cause and Effect (Ishikawa) Diagram
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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
Process Flowcharting
Brainstorming
Cause and Effect (Ishikawa) Diagram
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