Agenda
Week 5
Review Homework
Week 6 Assignment
Problems: Ch 2: 3, 7, 12
Lecture/discussion
Chapter 3: Problem Solving
PDSA
Deming Text-10 Point Method Florida Power and Light Xerox HP
Homework Problems Ch 3: 2, 4 Desksides: 7 QC Tools Flow chart Pareto chart Histogram Cause and Effect Diagram Check sheet Scatter diagram Control chart Management tools Why-why Force field analysis Brainstorming*
Quality Improvement: Problem Solving
Quality Improvement: Problem Solving
Chapter Three
Quality Improvement: Problem Solving
What is QC Problem Solving?
Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the qualityimprovement process.
Not hit or miss, but objective and systematic Not directed at symptoms, but rather at root causes
Quality Improvement: Problem Solving
Problem Solving Process
Symptom Recognition Fact Finding Problem Identification Idea Generation Solution Development Plan Implementation
Quality Improvement: Problem Solving
Follow Up
All Managers Need Problem Solving Skills
80% of problems are external to QC organizations Quality problems transcend individual functions Companies need multi-discipline problem solving approach Management involvement and commitment is crucial
Source: Feigenbaum, Total Quality Control, 1991, p. 151.
Quality Improvement: Problem Solving
Problem Solving Skills for Managers
Understand and utilize a systematic problem solving process Ask the right questions Present information clearly and unambiguously Make judgments based on information
PDSA Cycle
Seven QC Tools
Quality Improvement: Problem Solving
10 Problem Solving Steps
Recognize Problem
ACT
PLAN
STUDY
DO
Quality Improvement: Problem Solving
Gap Analysis
Internal or External Supplier Internal or External Customer
Requirements and Expectations
Input
Process A
Output
Quality Characteristics
Are there any gaps?
Quality Improvement: Problem Solving
10 Problem Solving Steps
Continuous improvement Ensure performance
ACT
Evaluate Solution
STUDY
DO
Implement Solution
Recognize Problem Form quality improvement teams Define Problem Analyze PLAN Problem Determine Possible Causes Identify Possible Solutions
Quality Improvement: Problem Solving
Florida Power & Lights 7 step model
Identify a problem area Identify the problems component parts Search data for root causes Identify and select countermeasures Confirm the problem responds to the correction Assure non-recurrence Decide what will be done with future problems - evaluate team effectiveness
Quality Improvement: Problem Solving
Xerox Problem Solving Process
Quality Improvement: Problem Solving
Process Analysis Method
UNDERSTAND SELECT ANALYZE
ADOPT CHECK
PLAN DO
Quality Improvement: Problem Solving
Why do we need the 7 QC tools?
TQM is data driven: data are impersonal; opinions are not. Experience is gained quickest by collecting and analyzing data. The 7 QC tools provide common methods of analysis to help problem solving teams operate effectively.
Quality Improvement: Problem Solving
PDSA and QC Tools
Brainstorming Pareto analysis
ACT
Run charts Control charts Histograms Check sheets
PLAN
Why-Why diagram
STUDY
DO
Cause and effect diagram Scatter diagrams Control charts
Scatter diagrams Pareto charts
Check sheets Run charts
Quality Improvement: Problem Solving
Brainstorming
Purpose - generate a list of
problems opportunities ideas
no criticism no arguing no negativism no evaluation
Success requires
Quality Improvement: Problem Solving
Problems for Why-Why discussion
What are the root causes?
Construct a Whywhy diagram
787s not being delivered on time Utility outages too frequent Fast food outlet profits falling
List problem statement Ask why 5 times; record responses
Quality Improvement: Problem Solving
