Tools for Quality

Measurements
Haunan Damar, S.S.T., MBA
Why we need to control quality?
• Company - avoiding penalties for non-compliance with the
agreement, lower costs of production, increased productivity, and
consequently reduced amount of work in progress
• Customers - increased customer satisfaction due to increased
timeliness
• Employees - increased comfort and better organization, lack of
overtime
• Other - the possibility of taking more orders
Small “q” or big “Q”?
• In Operations, small q refers to quality control as partial element of
each department as a unit. The focus is not the entire organization.
• The big Q refers to quality control as an undivided element in all of the
departments, we usually call it total quality management. It means that
the focus is on the entire organization.
 One element of the supply
Supply chain activities chain activity is where we
control the small “q”
 Value chain

Another example
of a small q, is
when we focus
only at one
aspect of the
value chain
Seven quality control tools
1. Cause-effect diagram
2. Check sheet
3. Control chart
4. Histogram
5. Pareto chart
6. Scatter diagram
7. Stratification

https://asq.org/quality-resources/fishbone
1. Cause-effect diagram (Ishikawa diagram/fishbone
diagram)
2. Check sheet
3. Control chart
4. Histogram
5. Pareto Chart
6. Scatter diagram
Scatter diagram is used to support your
data by looking at correlation between
two items that are compared.
7. Stratification
No. Defect Causes Responsible
1 Can not Playback Motor Defect Supplier
Can not Power
2 Wire not soldered Workmanship
ON
3 Can not Playback Wire not soldered Workmanship
4 Can not Playback Motor Defect Supplier
Can not Power
5 Solder Short Workmanship
ON
6 Display Dim LCD Defect Supplier
7 Display Dim LCD No solder Workmanship

Stratification is where you divide one big category

into more easily-explainable details
How can you keep quality?
1. Create a system in your workplace
2. Identify the possible bottleneck of your operations
DMAIC

https://asq.org/quality-resources/dmaic#:~:text=Quality%20Glossary
%20Definition%3A%20DMAIC,phases%20shown%20in%20Figure%201.
SERVQUAL Model

https://www2.nau.edu/~rgm/
ha400/class/productservice/
productservice/textqual.html
SERVQUAL exists to
bridge the meaning of
quality between
customers and service-
provider.
Service Blueprint
• A service blueprint is a diagram that visualizes the relationships between different
service components that are directly tied to touchpoints in a specific customer journey.
• Service blueprints give an organization a comprehensive understanding of its service and
the underlying resources and processes that make it possible. Focusing on this larger
understanding provides strategic benefits for the business. All in all, it can help
organization to find the following:
 Discover weakness
 Identify opportunity for optimization
 As a bridge for cross-department efforts
Thank You