Agenda

Agenda Week 5

 Review Homework  Week 6 Assignment

• Problems: Ch 2: 3, 7, 12 • Homework
• Problems Ch 3: 2, 4
 Lecture/discussion
• Desksides: 7 QC Tools
• Chapter 3: Problem Solving • Flow chart
• PDSA • Pareto chart
• Deming • Histogram
• Text-10 Point Method • Cause and Effect Diagram
• Florida Power and Light • Check sheet
• Xerox • Scatter diagram
• HP • 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 quality-
improvement 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 Follow Up
Idea
Generation

Solution
Development

Plan
Implementation

Quality Improvement: Problem Solving

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
Gap Analysis
Analysis
Internal or
External
Supplier

Internal or
Input Process A Output External
Customer

Quality Requirements
Characteristics and
Expectations

Are there any gaps?

Quality Improvement: Problem Solving

10 Problem Solving Steps
Continuous Recognize
improvement Problem
Ensure Form quality
performance improvement
ACT teams
Define
Problem
Evaluate Analyze
STUDY PLAN
Solution Problem
Determine
Possible
DO
Causes
Identify
Implement Possible
Solution Solutions
Quality Improvement: Problem Solving
Florida Power & Light’s 7 step
model
 Identify a problem area
 Identify the problem’s 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 PLAN

CHECK 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 PLAN Why-Why diagram

Run charts
Cause and effect
Control charts STUDY DO diagram
Histograms Scatter diagrams
Check sheets Control charts
Scatter diagrams Check sheets
Pareto charts Run charts

Quality Improvement: Problem Solving

Brainstorming
 Purpose - generate a
list of
• problems
• opportunities
• ideas
 Success requires
• no criticism
• no arguing
• no negativism
• no evaluation
Quality Improvement: Problem Solving
Problems for
“Why-Why” discussion
 What are the root  Construct a “Why-
causes? why” diagram
• 787’s not being • List problem
delivered on time statement
• Utility outages too • Ask why 5 times;
frequent record responses
• Fast food outlet
profits falling

Quality Improvement: Problem Solving