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Quality Tools
• Flow Charts and Process Maps
• Checksheets
Introduction to Quality Tools • Histograms
• Pareto Charts
• Cause and Effect diagrams
• Scatter Diagrams
• Six Sigma measures
• Cost of Quality

Flow Charts and Process Maps Checksheets

Telephone Resolution Time
Relationship of Business processes to Work
Processes Work Process To determine how many calls exceeded the specified limits.
Business Process Operation/ Response Time Calls Total
Input Task 0 – 1 minutes IIIII IIIII IIII 14
Input Step
Operation/ 1.1-2 minutes IIIII IIII 9
Task
Step 2.1-3 minutes IIIII I 6
3.1-4 minutes III 3
>4 minutes II 2
Decision Operation/
Task
Grand Total 34
Comments:
Step Operation/
Task
Output

Step Output

1
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Histograms Pareto Charts

Pareto of Injuries by Type
350 100% 100%
96%
90% 90%
300
80% 80%
250 70%
60% 60%

Frequency
200
50%
150 40%
100 30%
20%
50
10%
0 0%
Hand Foot Eye Back Other
Injury Type

Cause and Effect Diagrams Scatter Diagrams

Contributing Factor 1 Contributing Factor 2

Cause 1 Cause 1
Cause 2 Cause 2

Problem
Cause 1 Cause 1
Cause 2 Cause 2
Contributing Factor 3 Contributing Factor 4

2
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Six Sigma Measures Quality Costs

Internal External
Failure Failure

Appraisal Prevention

10