total quality management (tqm) tools

7/28/2019 Total Quality Management (TQM) Tools

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Total Quality Management

(TQM) Tools

By: Quezon, Amado EleuterioJose C,


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Total quality management (TQM) tools help

organizations to identify, analyze and assess

qualitative and quantitative data that is relevantto their business.

These tools can identify procedures, ideas,

statistics, cause and effect concerns and other

issues relevant to their organizations. Each of which can be examined and used to

enhance the effectiveness, efficiency,

standardization and overall quality of

procedures,products or work environment, in

accordance with ISO 9000 standards (SQ,

2004).


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According to Quality America, Inc.

(ReVelle, 2003) the number of TQM tools

is close to 100 and come in various forms,such as brainstorming, focus groups,

check lists, charts and graphs, diagrams

and other analysis tools.

In a different vein, manuals and standards

are TQM tools as well, as they give

direction and best practice guidelines to

you and/or your staff.


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TQM tools illustrate and aid in the

assimilation of complicated

information such as: identification of your target audience positive and negative forces

affecting business assessment of customer needs

market analysis


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competition analysis

brainstorming ideas

productivity changes

various statistics

staff duties and work flow analysis

statement of purpose

financial analysis


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model creation

business structure

logistics analysis


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TQM Tools

The following are some of the most commonTQM tools in use today.

Each is used for, and identifies, specificinformation in a specific manner.

It should be noted that tools should be used inconjunction with other tools to understand thefull scope of the issue being analyzed orillustrated.

Simply using one tool may inhibit yourunderstanding of the data provided, or mayclose you off to further possibilities.


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Types of TQM Tools

Statistical Quality Control Analysis Tools

analyzing and interpreting numerical data

Management and Planning Tools


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Statistical Analysis Tools

Datasheet- is a document summarizing

the performance and other

characteristics of a component (e.g. an

electronic component), a sub-system(e.g. a power supply) orsoftware in

sufficient detail to be used by a design

engineer to design the component intoa system.
http://en.wikipedia.org/wiki/Documenthttp://en.wikipedia.org/wiki/Electronic_componenthttp://en.wikipedia.org/wiki/Power_supplyhttp://en.wikipedia.org/wiki/Softwarehttp://en.wikipedia.org/wiki/Softwarehttp://en.wikipedia.org/wiki/Power_supplyhttp://en.wikipedia.org/wiki/Electronic_componenthttp://en.wikipedia.org/wiki/Document


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C d Eff t I hik


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Cause and Effect, Ishikawa or

Fishbone Diagrams (designed by

Kauro Ishikawa) Illustrates multiple levels of potentialcauses (inputs), and ultimate effects

(outputs), of problems or issues that may

arise in the course of business.

May be confusing if too many inputs and

outputs are identified.

An alternative would be a tree diagram,

which is much easier to follow.


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Scatter Diagram

To illustrate and validate hunches

To discover cause and effect

relationships, as well as bonds and

correlations, between two variables

To chart the positive and negative

direction of relationships


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Flowcharts and Modeling

Diagrams

Assist in the definition and analysis ofeach step in a process by illustrating it in aclear and comprehensive manner.

Identify areas where workflow may beblocked, or diverted, and where workflowis fluid.

Identify where steps need to be added orremoved to improve efficiency and createstandardized workflow


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Pareto Charts / Analysis

(designed by Vilfredo Pareto)

Rates issues according to importance and

frequency by prioritizing specific problems

or causes in a manner that facilitates

problem solving.


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Identify groupings of qualitative data, such

as most frequent complaint, most

commonly purchased preservation aid,etc. in order to measure which have

priority.

Can be scheduled over select periods oftime to track changes.

They can also be created in retrospect, as

a before and after analysis of a processchange.


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Histograms

To illustrate and examine various data

element in order to make decisions

regarding them.

Effective when comparing statistical,

survey, or questionnaire results.


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Control chart

also known as the Shewhart chartor

process-behaviour chart, in statistical

process control is a tool used to determine

whether a manufacturing or businessprocess is in a state ofstatistical control or

not.
http://en.wikipedia.org/wiki/Statistical_process_controlhttp://en.wikipedia.org/wiki/Statistical_process_controlhttp://en.wikipedia.org/wiki/Process_(general)http://en.wikipedia.org/wiki/Statistical_controlhttp://en.wikipedia.org/wiki/Statistical_controlhttp://en.wikipedia.org/wiki/Process_(general)http://en.wikipedia.org/wiki/Statistical_process_controlhttp://en.wikipedia.org/wiki/Statistical_process_control


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X-bar & Range Charts /R Charts or

Control Charts

Control charts are a method of StatisticalProcess Control, SPC. (Control system forproduction processes).

They enable the control of distribution ofvariation rather than attempting to control eachindividual variation.

Upper and lower control and tolerance limits are

calculated for a process and sampled measuresare regularly plotted about a central linebetween the two sets of limits.


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are a set of control charts for variables

data (data that is both quantitative and

continuous in measurement, such as ameasured dimension or time).

The X-bar chart monitors the process

location over time, based on the averageof a series of observations, called a

subgroup.

The Range chart monitors the variation

between observations in the subgroup

over time.


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The plotted line corresponds to the

stability/trend of the process.

Action can be taken based on trend ratherthan on individual variation.

This prevents over-

correction/compensation for randomvariation, which would lead to many

rejects.


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Attribute Charts

are a set of control charts specifically

designed forAttributes data.

Attribute charts monitor the process

location and variation over time in a single

chart.
http://www.qualityamerica.com/knowledgecente/knowctrAttributes_Data.htmhttp://www.qualityamerica.com/knowledgecente/knowctrAttributes_Data.htm


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The family of Attribute Charts

include the:

Np-Chart: for monitoring the number of times a

condition occurs, relative to a constant sample

size, when each sample can either have this

condition, or not have this condition p-Chart: for monitoring the percent of samples

having the condition, relative to either a fixed or

varying sample size, when each sample can

either have this condition, or not have thiscondition


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c-Chart: for monitoring the number of

times a condition occurs, relative to a

constant sample size, when each samplecan have more than one instance of the

condition.

u-Chart: for monitoring the percent ofsamples having the condition, relative to

either a fixed or varying sample size, when

each sample can have more than one

instance of the condition.


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Other Types Of charts

Pie Charts and Bar Graphs

Used to identify and compare data units as

they relate to one issue or the whole, such

as budgets,vault space available, extent of

fonds, etc.


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Radar chart

/ Spider Chart

is a graphical method of displaying

multivariatedata in the form of a two-

dimensional chart of three or more

quantitative variables represented on axesstarting from the same point.

The relative position and angle of the axes

is typically uninformative.
http://en.wikipedia.org/wiki/Graphical_methodhttp://en.wikipedia.org/wiki/Multivariatehttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Charthttp://en.wikipedia.org/wiki/Charthttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Multivariatehttp://en.wikipedia.org/wiki/Graphical_method


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radar chart is also known as web chart,

spider chart and star chart.

It is also known as star plot, irregularpolygon, polar chart, orkiviat diagram.


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Run Chart Follows a process over a specific period of time,

such as accrual rates, to track high and low

points in its run, and ultimately identify trends,

shifts and patterns.

also known as a run-sequence plot is a graph

that displays observed data in a time sequence.

Often, the data displayed represent some aspect

of the output or performance of a manufacturingor other business process.


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Check Sheets

A Check Sheet is a data recording form

that has been designed to readily interpret

results from the form itself.

It needs to be designed for the specific

data it is to gather.

Used for the collection of quantitative or

qualitative repetitive data


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Adaptable to different data gathering

situations. Minimal interpretation of results

required. Easy and quick to use.

No control for various forms of bias -

exclusion, interaction, perception,operational, non-response, estimation.


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Their primary purpose is for guiding

operations, not for collecting data.

Generally used to check that all aspects ofa situation have been taken into account

before action or decision making. Simple,

effective


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Ch k Li


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Check Lists

A Checklist contains items that are

important or relevant to a specific issue or

situation.

Checklists are used under operational

conditions to ensure that all important

steps or actions have been taken.


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Management and Planning Tools

Force Field Analysis

To identify driving and restraining forces

occurring in a chosen process in order to

understand why that particular process

functions as it does.

For example, identifying the driving and

restraining forces of cateringpredominantly to genealogists.


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To identify restraining forces that need to

be eradicated, or driving forces that need

to be improved, in order to function at a higher

level of efficiency

i i fl ti l d l t i th fi ld f


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is an influential development in the field of

social science.

It provides a framework for looking at thefactors (forces) that influence a situation,

originally social situations.

It looks at forces that are either drivingmovement toward a goal (helping forces)

or blocking movement toward a goal

(hindering forces).
http://en.wikipedia.org/wiki/Objective_(goal)http://en.wikipedia.org/wiki/Objective_(goal)


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The principle, developed by Kurt Lewin, is

a significant contribution to the fields of

social science, psychology, social

psychology, organizational development,process management, and change

management
http://en.wikipedia.org/wiki/Kurt_Lewinhttp://en.wikipedia.org/wiki/Social_sciencehttp://en.wikipedia.org/wiki/Psychologyhttp://en.wikipedia.org/wiki/Social_psychologyhttp://en.wikipedia.org/wiki/Social_psychologyhttp://en.wikipedia.org/wiki/Organizational_developmenthttp://en.wikipedia.org/wiki/Process_managementhttp://en.wikipedia.org/wiki/Change_managementhttp://en.wikipedia.org/wiki/Change_managementhttp://en.wikipedia.org/wiki/Change_managementhttp://en.wikipedia.org/wiki/Change_managementhttp://en.wikipedia.org/wiki/Process_managementhttp://en.wikipedia.org/wiki/Organizational_developmenthttp://en.wikipedia.org/wiki/Social_psychologyhttp://en.wikipedia.org/wiki/Social_psychologyhttp://en.wikipedia.org/wiki/Psychologyhttp://en.wikipedia.org/wiki/Social_sciencehttp://en.wikipedia.org/wiki/Kurt_Lewin


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Focus Groups

Useful for marketing or advertisingorganizations to test products on thegeneral public.

Consist of various people from the generalpublic who use and discuss your product,providing impartial feedback to help youdetermine whether your product needs

improvement or if it should be introducedonto the market.

is a form of qualitative research in which a
http://en.wikipedia.org/wiki/Qualitative_researchhttp://en.wikipedia.org/wiki/Qualitative_research


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is a form ofqualitative research in which agroup of people are asked about theirattitude towards a product, service,

concept, advertisement, idea, orpackaging. Questions are asked in aninteractive group setting where

participants are free to talk with othergroup members.

Ernest Dichteroriginated the idea ofhaving a "group therapy" for products and

this process is what became known as afocus group.[
http://en.wikipedia.org/wiki/Qualitative_researchhttp://en.wikipedia.org/wiki/Ernest_Dichterhttp://en.wikipedia.org/wiki/Ernest_Dichterhttp://en.wikipedia.org/wiki/Ernest_Dichterhttp://en.wikipedia.org/wiki/Ernest_Dichterhttp://en.wikipedia.org/wiki/Qualitative_research


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B i t i d Affi it


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Brainstorming and Affinity

Diagrams

Teams using creative thinking to identify

various aspects surrounding an issue.

An affinity diagram, which can be created

using anything from enabling software topost-it notes organized on a wall, is a tool

to organize brainstorming ideas

Brainstorming


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Brainstorming

is a group creativity technique designed to

generate a large number ofideas for the

solution of a problem.

The method was first popularized in thelate 1930s byAlex Faickney Osborn in a

book calledApplied Imagination. Osborn

proposed that groups could double theircreative output with brainstorming
http://en.wikipedia.org/wiki/Creativity_techniquehttp://en.wikipedia.org/wiki/Ideashttp://en.wikipedia.org/wiki/Problemhttp://en.wikipedia.org/wiki/Alex_Faickney_Osbornhttp://en.wikipedia.org/wiki/Alex_Faickney_Osbornhttp://en.wikipedia.org/wiki/Problemhttp://en.wikipedia.org/wiki/Ideashttp://en.wikipedia.org/wiki/Creativity_technique


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Affinity diagram


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Affinity diagram

is a business tool used to organize ideas and

data. It is one of the Seven Management and

Planning Tools.

The tool is commonly used within projectmanagement and allows large numbers of ideas

to be sorted into groups for review and analysis.

The affinity diagram was devised by in the

1960s and is sometimes referred to as the KJMethod.
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Interrelationship Digraph/


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Interrelationship Digraph/

Relations Diagram

is used to display the interrelated factors in

complex, multi-variable problems.

It can also be used to display the same

information for desired outcomes.

To understand the relationships between

various factors, issues, events, etc. so as

to understand their importance in theoverall organizational view.


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It shows graphically the logical

relationships between factors.

This often shows the sequential, causeand effect relationships.

The affinity diagram can be used to

provide input to this tool.


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Tree Diagram

To identify the various tasks involved in,

and the full scope of, a project.

To identify hierarchies, whether of

personnel, business structure, or priorities.

To identify inputs and outputs of a project,

procedure, process, etc.


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Matrix Diagram

shows the relationship between two, threeor four groups of information. It also cangive information about the relationship,

such as its strength, the roles played byvarious individuals or measurements.

Six differently shaped matrices arepossible: L, T, Y, X, C and roof-shaped,

depending on how many groups must becompared.


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Prioritization Matrices


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Prioritization Matrices

are especially useful if problem-solving

resources, such as people, time or money,

are limited, or if the identified problem-

solving actions or CTQs are stronglyinterrelated.


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Process Decision Program


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Process Decision Program

Chart/ PDPC

systematically identifies what might go

wrong in a plan under development.

Countermeasures are developed to

prevent or offset those problems. By usingPDPC, you can either revise the plan to

avoid the problems or be ready with the

best response when a problem occurs.


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Gantt chart


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Gantt chart

is a type ofbar chart that illustrates a

project schedule.

Gantt charts illustrate the start and finish

dates of the terminal elements andsummary elements of a project.

Terminal elements and summary elements
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Terminal elements and summary elements

comprise the work breakdown structure of

the project.

Some Gantt charts also show the

dependency (i.e, precedence network)

relationships between activities. Gantt

charts can be used to show current

schedule status using percent-complete

shadings and a vertical "TODAY" line as

shown here.
http://en.wikipedia.org/wiki/Work_breakdown_structurehttp://en.wikipedia.org/wiki/Dependency_(project_management)http://en.wikipedia.org/wiki/Dependency_(project_management)http://en.wikipedia.org/wiki/Work_breakdown_structure


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Arrow Diagram

Also called: activity network diagram,

network diagram, activity chart, node

diagram, CPM (critical path method) chart

Variation: PERT (program evaluation andreview technique) chart

shows the required order of tasks in a


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shows the required order of tasks in a

project or process, the best schedule for

the entire project, and potential schedulingand resource problems and their solutions.

The arrow diagram lets you calculate the

critical path of the project. This is the flow of critical steps where

delays will affect the timing of the entire

project and where addition of resources

can speed up the project


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Entity-relationship model /diagram

(ERM) in software engineering is an abstract andconceptual representation ofdata. Entity-relationshipmodeling is a relational schema database modelingmethod, used to produce a type ofconceptual schema orsemantic data model of a system, often a relational

database, and its requirements in a top-down fashion.

Diagrams created using this process are called entity-relationship diagrams, orER diagrams orERDs forshort.

The definitive reference for entity relationship modellingis generally given as Peter Chen's 1976 paper[
http://en.wikipedia.org/wiki/Software_engineeringhttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Database_modelhttp://en.wikipedia.org/wiki/Conceptual_schemahttp://en.wikipedia.org/wiki/Semantic_data_modelhttp://en.wikipedia.org/wiki/Relational_databasehttp://en.wikipedia.org/wiki/Relational_databasehttp://en.wikipedia.org/wiki/Top-downhttp://en.wikipedia.org/wiki/Peter_Chenhttp://en.wikipedia.org/wiki/Peter_Chenhttp://en.wikipedia.org/wiki/Top-downhttp://en.wikipedia.org/wiki/Top-downhttp://en.wikipedia.org/wiki/Top-downhttp://en.wikipedia.org/wiki/Relational_databasehttp://en.wikipedia.org/wiki/Relational_databasehttp://en.wikipedia.org/wiki/Semantic_data_modelhttp://en.wikipedia.org/wiki/Conceptual_schemahttp://en.wikipedia.org/wiki/Database_modelhttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Software_engineering


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All of these TQM tools can be easily


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All of these TQM tools can be easily

created and examined by using various

types of computer software (Pollock, 2003)

or by simply mapping them out on paper.

They can also be easily integrated into

team meetings, organizational newsletters,

marketing reports, and for various other

data analysis needs

Proper integration and use of these tools


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Proper integration and use of these tools

will ultimately assist in processing data

such as identifying collecting policies,enhancing work flow such as mapping

acquisition procedures, ensuring client

satisfaction by surveying their needs and

analyzing them accordingly, and creating

an overall high level of quality in all areas

of your organization

R f


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Reference:

http://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-

decision-program-chart.html

http://en.wikipedia.org/wiki/Gantt_chart http://www.asq.org/learn-about-quality/new-

management-planning-tools/overview/arrow-

diagram.html

http://en.wikipedia.org/wiki/Entity-

relationship_model

http://en.wikipedia.org/wiki/Focus_group
http://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://en.wikipedia.org/wiki/Gantt_charthttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://en.wikipedia.org/wiki/Entity-relationship_modelhttp://en.wikipedia.org/wiki/Entity-relationship_modelhttp://en.wikipedia.org/wiki/Entity-relationship_modelhttp://en.wikipedia.org/wiki/Entity-relationship_modelhttp://en.wikipedia.org/wiki/Entity-relationship_modelhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/arrow-diagram.htmlhttp://en.wikipedia.org/wiki/Gantt_charthttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://www.asq.org/learn-about-quality/new-management-planning-tools/overview/process-decision-program-chart.htmlhttp://en.wikipedia.org/wiki/Focus_grouphttp://en.wikipedia.org/wiki/Brainstorminghttp://en.wikipedia.org/wiki/Focus_group


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http://en.wikipedia.org/wiki/Brainstorming

http://en.wikipedia.org/wiki/Affinity_diagram

http://quality.enr.state.nc.us/tools/interdigraph.htm

http://en.wikipedia.org/wiki/Run_chart

http://en.wikipedia.org/wiki/Radar_chart

http://en.wikipedia.org/wiki/Force_field_analysis http://www.asq.org/learn-about-quality/new-

management-planning-tools/overview/matrix-diagram.html

http://poznaisebya.com/business/change-management/news_2008-06-21-12-12-15-644.html

http://www.ifm.eng.cam.ac.uk/dstools/represent/t
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http://www.ifm.eng.cam.ac.uk/dstools/represent/tqm.htmlhttp://www.slais.ubc.ca/PEOPLE/students/resumes/C_Payne/media_pdf/TQMTools.pdfhttp://www.slais.ubc.ca/PEOPLE/students/resumes/C_Payne/media_pdf/TQMTools.pdfhttp://en.wikipedia.org/wiki/Application_notehttp://en.wikipedia.org/wiki/File:ControlChart.svghttp://www.qualityamerica.com/knowledgecente/knowctrXBAR_RANGE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrXBAR_RANGE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrATTRIBUTE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrATTRIBUTE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrATTRIBUTE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrATTRIBUTE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrXBAR_RANGE_CHARTS.htmhttp://www.qualityamerica.com/knowledgecente/knowctrXBAR_RANGE_CHARTS.htmhttp://en.wikipedia.org/wiki/File:ControlChart.svghttp://en.wikipedia.org/wiki/Application_notehttp://www.slais.ubc.ca/PEOPLE/students/resumes/C_Payne/media_pdf/TQMTools.pdfhttp://www.slais.ubc.ca/PEOPLE/students/resumes/C_Payne/media_pdf/TQMTools.pdfhttp://www.ifm.eng.cam.ac.uk/dstools/represent/tqm.html

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