session-11 problem
TRANSCRIPT
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TOTALTOTAL
QUALITYQUALITYMANAGEMENTMANAGEMENT
By:By:Zahid HussainZahid HussainQuality TrainerQuality Trainer
MSMS--Total Quality ManagementTotal Quality ManagementIRCA Lead Auditor ISOIRCA Lead Auditor ISO--90019001--20002000
B.Sc Engineering (Chemical)B.Sc Engineering (Chemical)PCBAPCBAUCPUCP
SESSION 11
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ProblemProblem
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ProblemProblem
Most people rush to find solution before knowing the real
problem.
Problemisa chance foryouto dobest. Itisanopportunity forimprovement.
Most people spend more time and energy going around
problems than in trying to solve them. (Henry Ford)
A problemisthe differencebetweentheactualstateand desired state.
Problemsolving isatool,askilland a process.
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Typesof ProblemsTypesof Problems
1. Process Design Problem (Developmentof newprocessand revisionof existing process, Technologyadvancementsystemobsolete,userneed)
2. Product Design Problem (Developmentof newproductand revisionof existing product, customerneed notunderstood,or poor performance )
3. Compliance Problem (Non compliancewith Standard)
4. Unstructured Problem (Duetono Standard Documentation)
5. Efficiency Problem (Systemunacceptabilitybyowner dueto
high cost,maybe Customersatisfied)
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Keytosuccessful problemresolution.Keytosuccessful problemresolution.
- Abilitytoidentifythe problem.
- Usetheappropriatetoolsbased onthenatureof the
problem.- Make decisionon factualapproach- Problem processingtime
Ethicalissues.Ethicalissues.
-- Never hide facts - Speakthetruth.
- Be fair- In caseof anymistake,acceptthat.
- Nevertrytoshiftresponsibilitytosomeoneelse.
- Maintainthe credibility.
SolutionSolution
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Identify
Problem
1.Gather Relevant
Data
2.Detailed Problem
Analysis
4.Consider all
Possible
Root Causes
3.Root cause
Investigation
5.Take Corrective /
Preventive Action(s)
6.Evaluate
outcome
Problem
Fixed
No root cause found
Rootcause (s)
found
Ineffective Corrective/ Preventive Action
Redefine the Problem
Effective Corrective/ Preventive Action
Redefine the Problem
In situations of conflict always rememberSTARSTOP
THINK
ANALYSE
RESPOND
SolutionSolution
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Problem Solving ToolsProblem Solving Tools
The concept behind theThe concept behind the seven basic tools camecamefrom Kaoru Ishikawa.from Kaoru Ishikawa.
According to Ishikawa, 95% of qualityAccording to Ishikawa, 95% of quality--relatedrelated
problems can be resolved with these basic tools.problems can be resolved with these basic tools.
1.1. FLOWCHARTSFLOWCHARTS
2.2. CHECK SHEETSCHECK SHEETS
3.3. PARETO DIAGRAMSPARETO DIAGRAMS4.4. HISTOGRAMSHISTOGRAMS
5. CAUSE AND EFFECT DIAGRAMS
6.6. SCATTER DIAGRAMSSCATTER DIAGRAMS
7.7. CONTROL CHARTSCONTROL CHARTS
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- Shows the flow of products or services as it moves through
various processing operations.- Easy to visualize entire system, to identify potential troublespots to locate control activities.-Improvements can be accomplished by changing, reducing,combining or eliminating steps.
-Sample
FLOW CHARTFLOW CHART
SEVEN BASIC TOOLSSEVEN BASIC TOOLS
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CHECK SHEETSCHECK SHEETS
1. Data is collected carefully and accurately.
2. Data can be quickly used and analyzed.
3. Sample ChecklistsSample Check Sheet -1
Sample Check Sheet -2
Sample Check Sheet -3
SEVEN BASIC TOOLSSEVEN BASIC TOOLS
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SEVEN BASIC TOOLSSEVEN BASIC TOOLS
HISTOGRAMSHISTOGRAMS
-- Data variation difficult to see in table (An easy way to see theData variation difficult to see in table (An easy way to see thedistribution of the data, its average, and variability) such asdistribution of the data, its average, and variability) such asdaily billing error in bank,daily billing error in bank,
--Relationship with other parameters such as billing error withRelationship with other parameters such as billing error withtime, with person etc.time, with person etc.
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PARETO DIAGRAMSPARETO DIAGRAMS. AlfredoPareto(unequalwealth distribution. AlfredoPareto(unequalwealth distribution-- fewwith lotof moneyandfewwith lotof moneyand
manywith littlemoney)manywith littlemoney). Juranrecognized the conceptasuniversal. Juranrecognized the conceptasuniversal (concept(conceptof vital fewand usefulmany)of vital fewand usefulmany)
. Mostquality problemsresult fromasmallnumberof. Mostquality problemsresult fromasmallnumberofcauses.causes.. 80. 80--20 rule :20 rule : 80 % of problemsare caused by 20 % of80 % of problemsare caused by 20 % ofthe potentialsources.the potentialsources..Pareto diagramisused toidentifythemostsignificant.Pareto diagramisused toidentifythemostsignificantproblemstobe corrected first.problemstobe corrected first.
.Pareto diagramisused toidentifythemostsignificantproblemstobe corrected first.
CountPareto (50 vs. 3 occurrence- willtackle50 occurrence first)CostPareto(50 vs 3 occurrence50 causing 10 $, 3 causing 150$,tackle 3
occurrence first)
SEVEN BASIC TOOLSSEVEN BASIC TOOLS
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PARETO DIAGRAMSPARETO DIAGRAMS. A few customers. A few customers
account for majorityaccount for majority
of sales.of sales.
. A few processes. A few processesaccounts for the bulk ofaccounts for the bulk of
the scrap or rework.the scrap or rework.
. A few suppliers account. A few suppliers account
for the majority offor the majority ofrejected parts.rejected parts.
A few items accounts forA few items accounts for
the bulk of thethe bulk of the
inventory cost.inventory cost.
Vital few
Useful Many
SEVEN BASIC TOOLSSEVEN BASIC TOOLS
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Purpose of C & E Analysis To identify the cause, factors or sources of variation lead to specific
event, result or defect in a process or product.
Fishbone diagram : It Shows Causes and Effect
A toll to be used with
- Brainstorming (broaden and focus your thinking)- 5 Whys (why and why else until to come up with possible root causes.
Example:Cause: Improper handling
Why -- Fail to wear glovesWhy -- Stock not available
Why -- inventory issue
Why -- QSP not documented
Improper handling vs QSP not available
CAUSE AND EFFECT DIAGRAMS
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CAUSE AND EFFECT DIAGRAMS(displaysall contributing factorsand theirrelationships))
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CAUSE AND EFFECT DIAGRAMS(displaysall contributing factorsand theirrelationships))
MATERIAL
ENVIRONMENTEQUIPMENT
METHOD
Cheap
Solvent
Contaminated
Dirt
Toothin
Toothick
Bad bristle
DirtyBrush
AirPollution
Temperature
Humidity
Acid rain
HousePaintPeeling
EffectCause
NoInstructions
Paintoverdirt
1
4
32
Wrongtype
5
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SEVEN BASIC TOOLSSEVEN BASIC TOOLS
SCATTER DIAGRAMSSCATTER DIAGRAMS
Relationship betweentwovariables.Relationship betweentwovariables.
CONTROL CHARTSCONTROL CHARTS
Method of presentationand analysisof
data UCL, LCL,
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Exercise
Cause and effect of Peeling of House Paints
Cause and effect of Expanding Terrorism
Cause and effect of Wrong Delivery
Cause and effect of Poor Productivity
Cause and effect of Poor Material
Cause and effect of Poor Performance
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QUESTIONSQUESTIONS