Quality Improvement
Quality improvement - a method for ensuring that all the activities necessary
to design, develop and implement a product or service are effective and
efficient with respect to the system and its performance
Quality improvement project:
1- Identify an issue :A process that is causing concern or a possible
opportunity for a positive change.
2. Build a team : to address it Representation from groups involved – this
step is critical
3. Define the problem: Identify and carefully describe what it is you really
want to improve; the source of the problem you are confronting, etc.
4. Choose a target
Introduce and evaluate interventions, using quality improvement tools
and skills
5. Test the change
Data measures to determine when a process change over time is likely
to be due to chance and when it is not
6. Reconsider or extend the improvement efforts :Reconsider, sustain,
and/or extend process improvements
Quality improvement cycle
SEVEN BASIC TOOLS of quality improvement
Once the basic problem-solving or quality improvement process
is understood, the addition of quality tools can make the process
proceed more quickly and systematically. Seven simple tools
can be used by any professional to ease the quality
improvement process:
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flowcharts,
check sheets
Pareto diagrams,
cause and effect diagrams,
histograms,
scatter diagrams,
control charts. tools are used most widely by quality
improvement teams.
Causes are usually grouped into major categories to identify
these sources of variation. The categories typically include:
 CAUSE AND EFFECT DIAGRAMS
The cause and effect diagram It is also known as a fish
bone diagram because of its shape. A cause and effect diagram
describes a relationship between variables. The undesirable
outcome is shown as effect, and related causes are shown as
leading to, or potentially leading to,(. The main goal of the Fishbone
diagram is to illustrate in a graphical way the relationship between a
given outcome and all the factors that influence this outcome )This
popular tool has one severe limitation, however, in that users can
overlook important, complex interactions between causes. Thus, if a
problem is caused by a combination of factors, it is difficult to use
this tool to depict and solve it.
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1.

A fish bone diagram displays all contributing factors and
their relationships to the outcome to identify areas where
data should be collected and analyzed. The major areas of
potential causes are shown as the main bones, e.g.,
materials, methods, people, measurement, machines, and
design (Figure). Later, the subareas are depicted.
Thorough analysis of each cause can eliminate causes
one by one, and the most probable root cause can be
selected for corrective action. Quantitative information can
also be used to prioritize means for improvement, whether
it be to machine, design, or operator.

To use CAUSE AND EFFECT DIAGRAMS
Agree on a problem statement (effect). Write it at the center
right of the flipchart or whiteboard. Draw a box around it and
draw a horizontal arrow running to it.
2.
Brainstorm the major categories of causes of the problem. If
this is difficult use generic headings:

Methods

Machines (equipment)

People (manpower)

Materials

Measurement

Environment

People: Anyone involved with the process

Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws

Machines: Any equipment, computers, tools, etc.
required to accomplish the job



Materials: Raw materials, parts, pens, paper, etc. used
to produce the final product
Measurements: Data generated from the process that
are used to evaluate its quality
Environment: The conditions, such as location, time,
temperature, and culture in which the process operates



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Write the categories of causes as branches from the
main arrow.
Brainstorm all the possible causes of the problem. Ask:
“Why does this happen?” As each idea is given, the facilitator
writes it as a branch from the appropriate category. Causes
can be written in several places if they relate to several
categories.
Again ask “why does this happen?” about each cause.
Write sub–causes branching off the causes. Continue to ask
“Why?” and generate deeper levels of causes. Layers of
branches indicate causal relationships.


Figure.: Fish bone diagrams display the various
possible causes of the final effect
Benefits of Using a Cause-and-Effect Diagram
 •
 Helps determine root causes
 Encourages group participation
 Uses an orderly, easy-to-read format
 Indicates possible causes of variation
 Increases process knowledge
 Identifies areas for collecting data
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Examples:
Here is an example of the start of a fishbone diagram that shows sample categories to consider, along
with some sample causes.
Here is an example of a completed fishbone diagram, showing information entered for each of the
four categories agreed upon by this team. Note, as each category is explored, teams may not always
identify problems in each of the categories.
CHECK SHEETS
A check sheet is a structured, prepared form for collecting and
analyzing data. This is a generic tool that can be adapted for a wide
variety of purposes.
When to Use a Check Sheet
When data can be observed and collected repeatedly
by the same person or at the same location.
When collecting data on the frequency or patterns of
events, problems, defects, defect location, defect causes,
etc.
When collecting data from a production process.
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Check Sheet Procedure
1.
Decide what event or problem will be observed.
Develop operational definitions.
2.
Decide when data will be collected and for how long.
3.
Design the form. Set it up so that data can be
recorded simply by making check marks or Xs or similar
symbols and so that data do not have to be recopied for
analysis.
4.
Label all spaces on the form.
5.
Test the check sheet for a short trial period to be sure
it collects the appropriate data and is easy to use.
6.
Each time the targeted event or problem occurs,
record data on the check sheet.
Check Sheet Example
The figure below shows a check sheet used to collect data on
telephone interruptions. The tick marks were added as data was
collected over several weeks.
Check Sheet Example
production flow is the same on each day, the part with the
largest number of defects carries the highest priority for
correction.
production flow is the same on each day, the part with the largest
number of defects carries the highest priority for correction.
is the easiest way to track information.
identified five uses for check sheets in quality control:[3]

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To check the shape of the probability distribution of a
process
To quantify defects by type
To quantify defects by location
To quantify defects by cause (machine, worker)
To keep track of the completion of steps in a multistep
procedure (in other words, as a checklist)
Flflowchart :
A flowchart is a picture of the separate steps of a process in sequential
order.
Elements that may be included are: sequence of actions, materials or
services entering or leaving the process (inputs and outputs), decisions that
must be made, people who become involved, time involved at each step
and/or process measurements.
The process described can be anything: a manufacturing process, an
administrative or service process, a project plan. This is a generic tool that
can be adapted for a wide variety of purposes.
When to Use a Flowchart

To develop understanding of how a process is done.

To study a process for improvement.

To communicate to others how a process is done.
When better communication is needed between people involved with
the same process.


To document a process.

When planning a project.
Flowchart Basic Procedure
Materials needed: sticky notes or cards, a large piece of flipchart paper or
newsprint, marking pens.
1.
Define the process to be diagrammed. Write its title at the top of the
work surface.
2.
Discuss and decide on the boundaries of your process: Where or
when does the process start? Where or when does it end? Discuss and
decide on the level of detail to be included in the diagram.
3.
Brainstorm the activities that take place. Write each on a card or
sticky note. Sequence is not important at this point, although thinking in
sequence may help people remember all the steps.
4.
Arrange the activities in proper sequence.
5.
When all activities are included and everyone agrees that the
sequence is correct, draw arrows to show the flow of the process.
6.
Review the flowchart with others involved in the process (workers,
supervisors, suppliers, customers) to see if they agree that the process is
drawn accurately.
Commonly Used Symbols in Detailed Flowcharts
One step in the process; the step is written inside the box. Usually, only one
arrow goes out of the box.
Direction of flow from one step or decision to another.
Decision based on a question. The question is written in the
diamond. More than one arrow goes out of the diamond, each one showing
the direction the process takes for a given answer to the question. (Often the
answers are “ yes” and “ no.”)
Delay or wait
Link to another page or another flowchart. The same symbol on the
other page indicates that the flow continues there.
Input or output
Document
Alternate symbols for start and end points
Flowchart examples