Quality Management

Tools
Objective

• Enumerate and discuss quality tools and techniques

• Identify and explain Quality Standards and Quality Awards
Quality Tools

Flowchart

a pictorial representation showing all the steps and processes

involve in the operation
diagram makes it easy to visualize the entire system,
potential trouble spots, and locate control activities
improvements can be accomplish by changing, reducing,
combining or eliminating steps
• Can be analyzed to
improve system in the
organization
• Reducing cycle time
• Preventing rework
• Identifying eliminating
duplicated task

Soure: https://totalqualitymanagement.wordpress.com
Fishbone/ Ishikawa Diagram

• Fishbone structured diagram for identifying cause and effect patterns, in

which primary categories are generally predetermined according to context
• Developed by Kaoru Ishikawa
• Causes in typical diagram are normally arranged into categories
• The 6M’s ( recommended for manufacturing industry)
Machine, Method, Materials, Measurement, Man and Mother Nature
• The 8 P’s ( recommended for administration and service industry)
Price, Promotion, People, Process, Place/Plant, Policies, Procedures and Product
(Service)
• The 4 S, recommended in Service Industry
Surroundings, Suppliers, System, Skills
Source
https://efourmies.com/bookmarks/ishikawa-
diagram-207
Run Charts

• Are graphs of data over time and one of the most important tools
for assessing the effectiveness of change
• Variety of benefits
• They help improvement teams formulate aims by depicting how well or
poorly a process is performing
• They help in determining when changes are truly improvements by
displaying a pattern of data that you can observe as you make changes
• They give direction as you work on improvement and information about the
value of particular changes
https://www.sixsigmadaily.com/run-chart-basic-construction/
Pareto Charts

• Is a line and a bar graph displaying cause and effect ratios,

especially biggest relative cause based on Pareto Theory
• Concept is also known as Pareto’s rule or simply 80/20 rule
• Five steps
• Determine the method of classifying data: by problem, cause, non
conformity and so forth
• Used frequency to rank the categories
• Collect data for an appropriate time interval or historical data
• Summarize the data and rank order categories from largest to smallest
• Construct the diagram and find the vital few
https://www.spcforexcel.com/knowledge/bar-charts/pareto-diagrams
Histogram

• A graphical display of tabulated

frequencies
• Shows what proportion of
cases fall into each or several
specified categories
• Can give sufficient information
about quality problem to
provide basis for decision
making without further analysis
Source https://statistics.laerd.com/statistical-
guides/understanding-histograms.php
Checklist/ Check sheets

• Preformatted lists for noting incidence, frequency, etc. according

to known useful criteria
• Also called concentration diagram used for collecting data real
time and the location where the data is generated.
• When to use check sheet
• When the data can be observed and collected repeatedly by the same
person or same location
• When collecting data on the frequency or pattern of events, problems,
defect location and defect causes
• When collecting data from production process
Source
https://d3tl80hy6t5toy.cloudfront.net/wp-
content/uploads/sites/4/2012/09/06052019/Classification-Check-sheet1.png
Control/Shewhart Charts

• Statistical tool intended to help

assess the nature of variation in
a process and to facilitate
forecasting and management
• Act as a template to check
conformance and deviation
• A control chart has a central line
for the average, an upper line
for the upper control limit and a
lower line for the lower control
limit https://asq.org/quality-resources/control-
chart
Scatter Diagram or Scatterplot

• Dr. Juran and Dr. Ishikawa popularize the use of this chart in
quality assurance
• This graph which plot points according to two variables, produces
a visual indication of the relationship between two variables
• Easiest way to determine cause and effect relationship
• Ex.
• Temperature and lipstick hardness
• Training and errors
• Breakdown and equipment age
• Accident and years in the organization
https://www.spcforexcel.com/knowledge/root-cause-analysis/scatter-diagrams
Application of Quality Tools
Check Sheet

Date Underfille Missing Spill/mixe Unaccepta Improperly Total

d item d ble taste sealed
5/12 2 3 3 2 10
5/13 2 2 5 1 4 14
5/14 1 3 2 5 1 12
5/15 1 3 2 7 0 13
5/16 1 7 2 6 4 20
Total 5 17 14 22 11 69
Bar Graph / Histogram
Pareto Analysis
Recommendation

• Ann should recommend further trainings to those who are

preparing menus to address the unacceptable taste
Quality Standards
• ISO 9001
• Set of international standards on quality management and quality assurance,
critical to international business
• ISO 14000
• A set of international standards for assessing a company’s environmental
performance

• Management Systems
Systems development and integration of environmental responsibilities into
business planning
• Operations
Consumption of natural resources and energy
• Environmental systems
Measuring, assessing and managing emissions, effluents, and other waste
Quality Awards

• Baldridge Award
• Deming Prize Award
• Other Quality Awards