Seven Tools for TQM
6-1
Tools for TQM
 Quality Function Deployment

House of Quality
 Taguchi technique
 Quality loss function
 Pareto charts
 Process charts
 Cause-and-effect diagrams
 Statistical process control
6-2
Tools of TQM
 Tools for generating ideas
Check sheet
 Scatter diagram
 Cause and effect diagram

 Tools to organize data
Pareto charts
 Process charts (Flow diagrams)

 Tools for identifying problems
Histograms
 Statistical process control chart

6-3
Pareto Analysis of Wine Glass
Defects (Total Defects = 75)
60
88%
54
50
97%
93%
100% 100%
72%
80%
40
60%
30
40%
20
12
5
10
4
2
0
20%
0%
Scratches
72%
Porosity
Nicks
Contamination
16%
5%
4%
Causes, by percent total defects
6-4
Misc.
3%
Cumulative Percent
Frequency (Number)
70
Process Chart
 Shows sequence of events in process
 Depicts activity relationships
 Has many uses
Identify data collection points
 Find problem sources
 Identify places for improvement
 Identify where travel distances can be reduced

6-5
Cause and Effect Diagram
 Used to find problem sources/solutions
 Other names

Fish-bone diagram, Ishikawa diagram
 Steps
Identify problem to correct
 Draw main causes for problem as ‘bones’
 Ask ‘What could have caused problems in these areas?’
Repeat for each sub-area.

6-6
Cause and Effect Diagram
Example
Problem
Too many
defects
6-7
Cause and Effect Diagram
Example
Method
Manpower
Main Cause
Too many
defects
Material
Machinery
Main Cause
6-8
Cause and Effect Diagram
Example
Method
Manpower
Drill
Overtime
Too many
defects
Wood
Steel
Material
Lathe
Machinery
Sub-Cause
6-9
Cause and Effect Diagram
Example
Method
Manpower
Tired
Overtime
Drill
Slow
Old
Wood
Steel
Material
Lathe
Machinery
6-10
Too many
defects
Fishbone Chart - Problems with
Airline Customer Service
6-11
Statistical Process Control (SPC)
 Uses statistics & control charts to tell when to adjust
process
 Developed by Shewhart in 1920’s
 Involves
Creating standards (upper & lower limits)
 Measuring sample output (e.g. mean wgt.)
 Taking corrective action (if necessary)

 Done while product is being produced
6-12
Statistical Process Control Steps
Start
Produce Good
Provide Service
Take Sample
No
Assign.
Causes?
Yes
Inspect Sample
Stop Process
Create
Control Chart
Find Out Why
6-13
Process Control Chart
Plot of Sample Data Over Time
Sample Value
80
Sample
Value
UCL
60
40
Average
20
LCL
0
1
5
9
13
17
Time
6-14
21
Control Chart
6-15
Patterns to Look for in
Control Charts
6-16
Basic Steps in Problem Solving
1. Define the problem and establish an improvement
goal
2. Collect data
3. Analyze the problem
4. Generate potential solutions
5. Choose a solution
6. Implement the solution
7. Monitor the solution to see if it accomplishes the goal
The PDSA Cycle
Plan
Act
Do
Study
Process Improvement
 Process Improvement: A systematic approach to
improving a process
 Process mapping
 Analyze the process
 Redesign the process
The Process Improvement Cycle
Select a
process
Document
Study/document
Evaluate
Implement the
Improved process
Seek ways to
Improve it
Design an
Improved process
Process Improvement and Tools
 Process improvement - a systematic approach to
improving a process
Process mapping
 Analyze the process


Redesign the process
 Tools
There are a number of tools that can be used for
problem solving and process improvement
 Tools aid in data collection and interpretation, and
provide the basis for decision making

Methods for Generating Ideas
 Brainstorming
 Quality circles
 Interviewing
 Benchmarking
 5W2H
Quality Circles
 Team approach
List reduction
 Balance sheet
 Paired comparisons
