TOOLS OF TQM
Abdulla Jassim Abdulla
INTRODUCTION
Data-Driven Methodology
 Data generated by processes

Statistical interpretation
A
B
C
1
21
17
54
2
16
41
25
3
27
13
25
4
32
21
23
5
43
23
12
Seasonal
variations
5
0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
New
Technology
THE ‘SEVEN SIMPLE TOOLS’







Flowcharts
Cause and Effect (Ishikawa / fishbone)
Diagrams
Check sheets
Pareto Charts
Histograms
Run Charts and Control Charts
Scatter plots and Correlation Analysis
FLOWCHARTS



Remember system theory: (Input,
Output, customer supplier and their
interactions).
Divide complex processes into simple
sub-processes.
A Qualitative tools
Patient Transport Process Example
Request
made
Doctor determines
patient needs X-ray
Ward contacts
dispatcher
Log & prioritize
request
Information taken
& request is
logged
Request
prioritized
Dispatch
transport
Required
equipment is
found
Transport is
dispatched
Take patient to
X-ray
Transporter
arrives on ward
Patient transferred
from bed
Patient taken to
X-ray
Types of Flowcharts

LAYOUT FLOWCHART
Example Staff movement

DATA FLOW DIAGRAMS
leave approval process
ISHIKAWA DIAGRAMS
Also known as Fishbone or Cause-andEffect Diagrams
 Non-quantitative tools (Qualitative)
 Sometimes called the 5M Diagram (Men,
Machine, Materials, Measurements and
methods)

ISHIKAWA DIAGRAM
Cause-and-Effect Diagram
Measurements
Materials
Men
Effect
Environment
Methods
Machines
CHECKSHEETS
Central tool for Quality Assurance
programs
 Specially useful for operational procedures
 Could be derived from the flowchart and
fishbone diagrams

Example check sheets
Patient Transport Problem Sheet
Area: Ward 3b
Period: June 1996
Type
Tally
Subtotal
Equipment broken
IIIII
5
Patient not ready
IIIII II
7
Not enough staff
III
3
Patient having another exam etc.
IIIII IIIII II
12