Total Quality Management

Quality Tools and Techniques

Tools of TQM

Flow Chart

Cause-and-Effect

Measure

X
Time

X
Type

Run (Trend) Chart

Pareto Chart

Measurement

Histogram

X
Control Chart

Measurement Time

Variable 2 Variable 1

UCL Xbar LCL

Scatter Diagram

Flow Charts

How a process works and what is it supposed to do Common understanding for all involved Best developed by having people involved in the process construct it Can be used to identify quality problems and productivity improvement

Symbols in a Flow Chart

Start or Stop

Direction of flow

Single step

Decision point

Connection

Trigger

Flow chart: From bed to work

Get dressed No Sleep late

Start or Stop Direction of flow Single step Decision point Connection

Sunrise
Alarm rings Yes Start coffee Car Available
Bathroom available

Eat breakfast Read Paper No No Watch TV Take Bus

No

Wait

Yes Drive to work

Yes

Shower
Clothes ready Yes No Iron clothes

Park in lot
Yes Arrive at work

No

Park & Walk

Target

Flow Chart From College to Home

Pareto Analysis

Purpose: To identify and highlight major symptoms of major quality problems Based on the premise that usually, a small number of faults cause the majority of malfunctions To separate the vital few and trivial many

Pareto Analysis

Frequency

12

3 2 1

....

Developing Pareto Analysis

Define the classification of defects to be monitored Define the period of time over which the assessment is to be made Total the frequency of occurrence of each class of defects over the period, and calculate the percentages of frequencies Plot the histogram of the classes in descending order of the frequency of occurrence, and then identify the classes that constitute the majority of defect occurrences

70

(64)

60 Percent from each cause

50 40 30 20 (13) 10 0 (10)

(6)

(3)

(2)

(2)

Causes of poor quality

Problem: The manager of a neighborhood restaurant is concerned about the smallest numbers of customers patronizing his eatery. He surveyed his customers over several weeks and collected the following data:

Run Charts ( Trend Charts)

Continuous activity requiring measurements to be made periodically over time A line graph in which data are plotted over time Can be used to track performance and process variations Summarize data in a graphical format

Measurement

Time

Run Chart: Getting to work on time

35

30 Minutes to work

25

20

15 M T W T F Week 1 M T W T F Week 2 M T W T Week 3 F M T W T Week 4 F

Histogram
Graphically displays quantitative data Provides information about process and activity performance Helps in identifying process capability related to customer requirements Graphic pictures that quickly summarize variations

Histogram

Frequency

Data Ranges

....

Histogram: Test Scores

Test scores for 20 students 48, 49, 50, 46, 47, 47, 35, 38, 40, 42, 45, 47, 48, 44, 43, 46, 45, 42, 43, 47. Use 5 classes

Scatter Diagram

Used to study possible relationships between two variables Purpose is to display what happens to one variable when another variable is changed Used to test a theory that the two variables are related Type of relationship that exits is indicated by the slope of the diagram

Scatter Diagram: Drive Time

50 45 40 35 30 25 20 15 10 5 0 7:00 7:30 8:00 Time Leaving House 8:30 9:00 Travel Time to Work (minutes)

Scatter Diagram: Time spent on studies-Marks scored

Tools of TQM

Flow Chart

Cause-and-Effect

Measure

X
Time

X
Type

Run (Trend) Chart

Pareto Chart

Measurement

Histogram

X
Control Chart

Measurement Time

Variable 2 Variable 1

UCL Xbar LCL

Scatter Diagram

Assignment
1.

Construct a u-chart for the following data and comment on the process. Sample No. No. of Defects Sample Size 1 8 92 2 15 69 3 6 86 4 13 85 5 5 123 6 5 87 7 3 74 8 8 83 9 4 103 10 6 60 Construct a flow chart for Filling petrol in car taking your own assumptions, and using all the symbols. The trigger point should be Low petrol warning by car and the target should be Tank is full.

2.