Today Quality practitioners are placing considerable emphasis on achieving

compliance with QMS standards (i.e. ISO 9001, EN 15224, ISO/TS16949, etc.) which
is essential to ensure compatibility in the supply chain. TRIZ is a tool to improve
creativity which is needed to help solve difficult problems or predict the future
development of systems. Most often it is helpful in situations that present a serious
threat to the organization’s survival (i.e. a competitor has better products or
services at lower prices, the cost of materials is increasing faster than the prices of
our products, or we could improve our market position if we could improve xxx).
Predictions about the future form the bases upon which all decisions are made. Any
improvement requires the prediction of evolution.

This presentation will show how to use TRIZ for improving QMS for achieving better
competitively of organizations. ISO 9001:2015 is the main reference used for this
presentation. All other sources are given on individual slides on note pages.

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The slide above illustrates the clause structure of ISO 9001:2015 in more detail and in the
context of the PDCA cycle – starting at clause 4. The following presentation is a brief
commentary on those clauses including description of process approach and value
definition of quality.

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This diagram is published in ISO 9001:2015 showing structure of standard in PDCA cycle.
We are going to use this diagram to show which inventive principles are effective in
different clauses of ISO 9001 standard and phases of PDCA cycle.

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The “TRIZ crossover QMS” application was designed as a software tool to improve
creative thinking for teams and individuals when designing QMS or improving
processes and products and services. It has the role of being a creative booster
encouraging users to select inventive principles for solutions and implement the
right method for their implementation.

Reference:
TRIZ training kit, http://www.quality-assurance-solutions.com/TRIZ-training.html

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TRIZ techniques have been originally designed to be used for solving technical
problems. Recently the use of TRIZ has been extended to business and
management areas to help organizations to improve:
a) business processes,
b) business models,
c) products and services,
d) quality and productivity,
e) Internal and external communication,
f) competitiveness by improving value cost ratio,
g) business strategies...

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PDCA in process approach
Requirements are given in ISO 9001:2015, clause 8.1 Operational planning and control.

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8.6 Release of products and services

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8.7 Control of nonconforming outputs

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9.1.2 Customer satisfaction
The organization shall monitor customers‘ perceptions of the degree to which their
needs and expectations have been fulfilled.

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8.2.1 Customer communication (internal or external)
Determination of requirements related to products and services.

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From ISO 9001:2015 Clause 0.3.1 General:
Specific requirements considered essential to the adoption of a process approach
are included in 4.4. The process approach involves the systematic definition and
management of processes, and their interactions, so as to achieve the intended
results in accordance with the quality policy and strategic direction of the
organization (represented on figure above as “Business plan”).

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See requirement ISO 9001:2015 in 4.2 Understanding the needs and expectations of
interested parties.

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Other processes (internal or external) can be considered as interested parties (see clause
4.2 Understanding the needs and
expectations of interested parties).

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The effectiveness of the process lies in being able to provide the desired output as
needed by the Organization (defined as a goal in Business plan) and its’ Customer
(defined in customers requirements). (Are we doing the right things?)

From the ISO 9’001:2015, clause 0.3.1:

The application of the process approach in a quality management system enables:
a) understanding and consistency in meeting requirements;
b) the consideration of processes in terms of added value;
c) the achievement of effective process performance;
d) improvement of processes based on evaluation of data and information.

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A process characteristic indicating the degree to which the process produces the required
output at minimum resource cost. (Are we doing things right?)

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NCR – Non Conformance Request: Measuring how many NCR were issued and what was
the cost of correcting nonconformity.
SCI – Customer Satisfaction Index: How are our customers (internal and external) satisfied
with result of our process.

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To improve speed and productivity, operator is replaced by a robot. Metal chips that were
generated by process are adverse factor jamming the system. Previously they were
removed manually by operator, introducing robot they should be removed by some other
means.

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We are going to use Inventive problem solving procedure of TRIZ crossover QMS
application.
Firs step: Problem determination – described on previous page.
Second step: Determination of system contradictions – improving the speed of process
metal chips are clogging the lathe.
Third step: Formulate an ideal solution – elimination of the harmful function (clogging)
without introducing additional resources.
Fourth step: Identify sources for solution – using inventive principles #2, 24, 35, 21 and
gravitation field.
Fifth step: Determine the “strength” of the solutions and choose the best one – turning
lathe upside down.
Sixth step: Predict the development of the system considered within the problem – use the
same solution for other similar operations
Seventh step: Analyze the solution process – the process change has enabled us to use
gravity as free resource. Other proposed solutions were based on introducing mechanical
approach to removing metal chips (based on brush, blowing and magnetic mechanism).

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To improve speed and productivity, operator is replaced by a robot. Metal chips that were
generated by process are adverse factor jamming the system. Previously they were
removed manually by operator should be removed by some other means.

Reference:
Jack Hipple, Using TRIZ to make systems more reliable,
http://media.asq.org/103239/web.mp4

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