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Tools and Techniques

Session (a)

Organising and presenting data to

identify areas for quality and
performance improvement
Creative Problem Solving
 Mess Finding – identify symptoms
 Fact Finding – gather data; operational
 Problem Finding – find the root cause
 Idea Finding – brainstorming
 Solution Finding – evaluate ideas and
 Implementation – make the solution work
Nine Tools
1. Flow and Run charts
2. Process chart
3. Checklist
4. Histogram and bar chart
5. Pareto chart
6. Scatter diagram
7. Cause-and-effect diagram
8. Graphs
9. Control charts
1. Flowchart

A flowchart identifies the sequence of activities

or the flow of materials and information in a
There is no precise format, and the diagram can
be drawn simply with boxes, lines, and arrows.
Flowcharts help the people involved in the
process understand it much better and more
objectively by providing a picture of the steps
needed to accomplish a task.

 Shows unexpected complexity, problem

areas, redundancy, unnecessary loops, and
where simplification may be possible
 Compares and contrasts actual versus ideal
flow of a process
 Allows a team to reach agreement on
process steps and identify activities that
may impact performance
 Serves as a training tool
Run Charts

Run charts show the performance and

the variation of a process or some
quality or productivity indicator over
time in a graphical fashion that is easy
to understand and interpret. They also
identify process changes and trends
over time and show the effects of
corrective actions.
Run Chart
 Monitors performance of one or more
processes over time to detect trends, shifts,
or cycles
 Allows a team to compare performance
before and after implementation of a
solution to measure its impact
 Focuses attention on truly vital changes in
the process
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1. Process Chart

An organised way of recording all the

activities performed by a person, by a
machine, at a workstation, with a
customer, or on materials.
Codes can be applied such as for
operations, transport, inspection, delay,
storage against eg. Numbered steps,
time, distance and step description.
3. Check Sheet
A form used to record the frequency of occurrence of
certain product or service characteristics related to
quality. Results may be interpreted on the form
directly without additional processing.

The characteristics may be measurable on a:

 Continuous scale (eg. weight, diameter, time or
 Yes-or-no basis (eg paint discoloration, odours, rude
servers, too much grease.)
Check Sheet

 Creates easy-to-understand data

 Builds, with each observation, a clearer
picture of the facts
 Forces agreement on the definition of
each condition or event of interest
 Makes patterns in the data become
obvious quickly xx
4. Histogram and Bar Chart

Histograms provide clues about the

characteristics of the parent population
from which a sample is taken. Patterns
that would be difficult to see in an
ordinary table of numbers become
Bar Chart is series of bars representing
the frequency, eg number of times
 Displays large amounts of data that are
difficult to interpret in tabular form
 Shows centering, variation, and shape
 Illustrates the underlying distribution of the
 Provides useful information for predicting
future performance
 Helps to answer “Is the process capable of
meeting requirements?
5. Pareto Chart

A Pareto chart is a histogram of the data

from the largest frequency to the
The chart has two vertical axes. The one
on the left shows frequency. The one on
the right shows cumulative percentage
of frequency – identifying the vital factors
(20:80) warranting immediate attention.
Pareto Chart

 Helps a team focus on causes that have

the greatest impact
 Displays the relative importance of
problems in a simple visual format
 Helps prevent “shifting the problem” where
the solution removes some causes but
worsens others
6. Scatter Diagram

A plot of two variables showing whether

they are related.
Scatter Diagram

 Supplies the data to confirm a hypothesis

that two variables are related
 Provides both a visual and statistical means
to test the strength of a relationship
 Provides a good follow-up to cause and
effect diagrams
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