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# What is Quality Matrix Diagram?

• Identifies the relationship between pairs of lists • Shows the relationship between issues or ideas • Helps in prioritizing resources and processes • Useful way to organize the data collected

What is Matrix Diagram? Cont.
• Help to facilitate the improvement process • Brainstorming tool • Can be shown in two, three, or four dimensions • Simple to use

What is Matrix Diagram? cont. • Used in creating an action plan for firms • One of the three sets of TQM basic tools • One of the seven new tools of management .

Matrix Diagram Example a 1 2 3 4 5 6 7 8 b c d e f g h .

3 being the strongest . tests.Matrix Diagram Brainstorming Activity • Think of a time where you were overwhelmed with homework. and papers to write (This shouldn’t be hard to do!) • Write down each of these tasks vertically • Write down the different satisfaction levels possible horizontally • Next rank each task from 0 to 3 in order of strength of relationship.

Matrix diagram classifications • Each classification is based on the matrix diagram’s patterns • Five separate groups – – – – the the the the L type matrix T type matrix Y type matrix X type matrix .

matrix diagram was part of the second wave of quality improvement that arrived in 1979 • One of the seven new tools of management • Identified in 1988 book.History of Matrix Diagram • In Japan. Management for Quality Improvement by Shigeru Mizuno .

• Introduced to the US from Japan in the early 1980s • Increasing use in the US • Matrix Diagram is one of the lesser used tools • Society for Quality Control Technique Development .History of Matrix Diagram cont.

2 or 3 • A zero score means the process has no relation to the critical item • A 3 score means the process is essential to the critical item . 1.Matrix Diagram: How it can be used! Any kind of company • List key processes vertically • List factors critical to its success horizontally • Impact of each process on each of the critical items is rated in the matrix as zero.

• “Total impact” column is the total impact of each process on the critical process • “Gap score” column is for each key process determined by the scatter diagram • “Weighted gap” column is the the total impact multiplied by the gap score • The company can rank its improvement processes in order of priority .Matrix Diagram: How it can be used! cont.

Fill in the matrix 5. Select factors 2. Select the symbols for relationships 4. Select type of matrix 3. Analyze and make conclusions .Steps in Creating a Matrix Diagram 1.

Matrix Diagram: A Real World Example Health Care Providers • • • • • Purpose What can it be used for? The vertical axis The horizontal axis Scores .

0© .Outgrowths of Matrix Diagrams • Quality Function Deployment (QFD) • Prioritization Matrix • Service Quality System (SQS) • TopDown Flowcharter 4.

Quality Matrix Diagram Exercise A restaurant manager wants to improve customer’s dining experience! .

Matrix Diagram Exercise cont. • How can you use a matrix diagram for this? • What are the factors? • What are the options? • What type of matrix would you use? .

Matrix Diagram Exercise cont. How would you fill in the matrix? Improve customer's dining experience FACTORS Food Staff Atmosphere TOTAL Increase Budget for Decorations Decrease Menu Prices Improve Quality of Food Improve Quality of Service + = - High (5) Medium (3) Low (1) Add Staff OPTIONS Increase Menu Choices .

Matrix Diagram Exercise cont. Improve customer's dining experience FACTORS Food Staff Atmosphere + + = = TOTAL 7 8 4 Increase Budget for Decorations Decrease Menu Prices Improve Quality of Food Improve Quality of Service + = - High (5) Medium (3) Low (1) Add Staff OPTIONS Increase Menu Choices .

Matrix Diagram Summary • Identifies the relationship between pairs of list • Helps managers prioritize resources and processes • Tool that is being increasingly used in the US • Five different classifications of matrix diagram’s patterns .

• • • • Roots are in Japan Identified by Shigeru Mizuno Can be used for any company Steps in creating a matrix diagram • Outgrowths .Matrix Diagram Summary cont.

” Total Quality Management Feb 1998: 109-122. Janice. • • Davies.” Management Services Apr 1999: 20-22.Bibliography • • Ceridewen. James E. developing learning organizations and total quality management. “Service quality at a social service agency.” CMA May 1993: 13. “The challenge of managing organizational change: Exploring the relationship of reengineering. “Quality in design & the integration of quality systems. • . Dervitsiotis. “Policy deployment.” Quality Congress 2000: 587. “Using Quality’s Tools: What’s Working Well?” The Journal for Quality and Participation Mar 1992: 92. Norman and et al. Elwyn C. Kostas N. Czubaj. Duarte.

Senge. Managing Quality. “The patient as the pivot point for quality in health care de.” The Journal for Quality and Participation Nov/Dec 1999: 34-40. Peter.” Hospital Materiel Management Quarterly Nov 1996: 32-40. An Integrative Approach. Mike. Heck. • Lengnick-Hall. Thomas S. • • . 2001.” InfoWorld Jul 18. William A Jr. New Jersey: Prentice Hall.” Hospital & Health Services Administration Spring 1995: 25. “Visions happen when you make them actionable with total quality control 2.Bibliography cont. “It’s the learning: The real lesson of the quality movement. Cynthia A. 1994: 97. “TopDown beats most drawing packages in documenting complicated processes. Sandras. • • Foster.