Agenda

Review Homework
•


Problems: Ch 2: 3, 7, 12
Lecture/discussion
•
Chapter 3: Problem Solving
•
Week 6 Assignment
•
•
PDSA
•
•
•
•
•
Week 5
Deming
Text-10 Point Method
Florida Power and Light
Xerox
HP
•
Homework
• Problems Ch 3: 2, 4
Desksides: 7 QC Tools
• Flow chart
• Pareto chart
• Histogram
• Cause and Effect Diagram
• Check sheet
• Scatter diagram
• Control chart
Management tools
• Why-why
• Force field analysis
• Brainstorming*
Quality Improvement: Problem Solving
Quality Improvement:
Problem Solving
Chapter Three
Quality Improvement: Problem Solving
What is QC
Problem Solving?

“Problem solving, the isolation and
analysis of a problem and the
development of a permanent solution, is
an integral part of the qualityimprovement process”.
•
•
Not hit or miss, but objective and systematic
Not directed at symptoms, but rather at root
causes
Quality Improvement: Problem Solving
Problem Solving Process
Symptom
Recognition
Fact
Finding
Problem
Identification
Follow Up
Idea
Generation
Solution
Development
Plan
Implementation
Quality Improvement: Problem Solving
All Managers Need Problem
Solving Skills




80% of problems are external to QC
organizations
Quality problems transcend individual
functions
Companies need multi-discipline problem
solving approach
Management involvement and
commitment is crucial
Source: Feigenbaum, Total Quality Control, 1991, p. 151.
Quality Improvement: Problem Solving
Problem Solving Skills for
Managers




Understand and utilize a systematic
problem solving process
Ask the right questions
Present information clearly and
unambiguously
Make judgments based on information
PDSA Cycle
Seven QC Tools
Quality Improvement: Problem Solving
10 Problem Solving Steps
Recognize
Problem
ACT
PLAN
STUDY
DO
Quality Improvement: Problem Solving
Gap Analysis
Internal or
External
Supplier
Input
Process A
Output
Internal or
External
Customer
Requirements
and
Expectations
Quality
Characteristics
Are there any gaps?
Quality Improvement: Problem Solving
10 Problem Solving Steps
Continuous
improvement
Ensure
performance
ACT
Evaluate
Solution
STUDY
DO
Implement
Solution
Recognize
Problem
Form quality
improvement
teams
Define
Problem
Analyze
PLAN
Problem
Determine
Possible
Causes
Identify
Possible
Solutions
Quality Improvement: Problem Solving
Florida Power & Light’s 7
step model







Identify a problem area
Identify the problem’s component parts
Search data for root causes
Identify and select countermeasures
Confirm the problem responds to the
correction
Assure non-recurrence
Decide what will be done with future problems
- evaluate team effectiveness
Quality Improvement: Problem Solving
Xerox Problem Solving
Process
Quality Improvement: Problem Solving
Process Analysis Method
UNDERSTAND
SELECT
ANALYZE
ADOPT
PLAN
CHECK
DO
Quality Improvement: Problem Solving
Why do we need the 7 QC
tools?



TQM is data driven: data are impersonal;
opinions are not.
Experience is gained quickest by
collecting and analyzing data.
The 7 QC tools provide common
methods of analysis to help problem
solving teams operate effectively.
Quality Improvement: Problem Solving
PDSA and QC Tools
Brainstorming
Pareto analysis
ACT
Run charts
Control charts
Histograms
Check sheets
STUDY
Scatter diagrams
Pareto charts
Why-Why diagram
PLAN
DO
Cause and effect
diagram
Scatter diagrams
Control charts
Check sheets
Run charts
Quality Improvement: Problem Solving
Brainstorming

Purpose - generate a
list of
•
•
•

problems
opportunities
ideas
Success requires
•
•
•
•
no criticism
no arguing
no negativism
no evaluation
Quality Improvement: Problem Solving
Problems for
“Why-Why” discussion

What are the root
causes?
•
•
•
787’s not being
delivered on time
Utility outages too
frequent
Fast food outlet
profits falling

Construct a “Whywhy” diagram
•
•
List problem
statement
Ask why 5 times;
record responses
Quality Improvement: Problem Solving