Q4 -tools And Techniques 4s3o4

CETM09: Quality - Tools and Techniques

Prof Helen M Edwards Dept of Computing, Engineering and Technology, Faculty of Applied Science 1

Focus • • • • • • • • 2

Place of Techniques in Process Improvement Phases PDCA Process Mapping Process Flowcharting Brainstorming Cause and Effect (Ishikawa) Diagram Pareto Analysis Statistical Control Process (SPC)

Place of Techniques in Process Improvement Phases Tools/ Techniques

Select

Understand

Performance

Review

PDCA

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Process Mapping

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Process Flowcharting

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Brainstorming

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Pareto Analysis

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Capture

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Ishikawa Statistical Process Control

Change

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The PDCA Cycle

Image from Karn G. Bulsuk (http://karnbulsuk.blogspot.com

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Process Mapping: To construct a process map • Brainstorm all activities that routinely occur within the scope of the process • Group the activities into 4-6 key sub-processes • Identify the sequence of events and links between the sub-processes • Define as a high level process map and sub-process maps using ICOR

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Process Mapping

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Example Process with ICOR elements

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Process Flowcharting Symbols Start/Stop Process Informatio n Decision Records/ Documents

Connector

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From: http://www.edrawsoft.com/flowchart-examples.php

Brainstorming • Typically a group technique used to generate a large number of ideas quickly • Look for originality and innovation • there must be no criticism or evaluation • Continue until no further ideas emerge.

• It can be used for: • • • • 9

Identifying problem areas Identifying areas for improvement Deg solutions to problems Developing action plans

Cause and Effect (Ishikawa) Diagram

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Pareto Analysis • Usually, Pareto diagrams reveal that around: • 80% of the effect is attributed to • 20% of the causes;

• Also know as “the 80/20 rule”

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Pareto Analysis Example

Policies require excess information on s Policies require complicated procedures Too much paperwork Not enough funding Inadequate schedules Inadequate policies Clinic personnel have too many chores at home Clinic personnel have other jobs Clinic personnel lack punctuality Clinic personnel have insufficient training Clinic personnel aren't motivated Clinic personnel are careless Clinic personnel don't follow the schedule s forget ID cards s don't keep appointments s are uncooperative Delay in handing over lab results to doctors Outdated methods Lack of automation Procedures take too long 12

1 1 2 2 13 2 2 2 6 2 1 1 16 1 2 1 14 12 9 11

Health Centre Example: Causes of Long Waiting Times

Statistical Process Control (SPC) • A toolkit for managing processes. • A strategy for reducing the variability which is the cause of most quality problems • in products, deliveries, materials, equipment, attitudes and processes.

• It shows whether a process is • “in control”: stable and exhibiting only random variation, or • “out of control” and needing attention.

• It warns of performance deterioration, • Helps with • long-term defect reduction, • reduction or elimination of causes of variation and • achievement of a level of performance as close to target as possible. 13

SPC Toolkit Control Chart.

Check Sheet

Bar Charts

Scatter Diagram Histogram

Matrix Analysis

Dot Plot or Tally Chart 14

Recap • • • • • • • • 15

Place of Techniques in Process Improvement Phases PDCA Process Mapping Process Flowcharting Brainstorming Cause and Effect (Ishikawa) Diagram Pareto Analysis Statistical Control Process (SPC)

References • Balanced Scorecard Institute (1996) Handbook & Tools for Basic Process Improvement http://www.tinyurl.com/BSC-tools [particularly useful for follow up exercises and explanations] • DTI (2005) From Quality to Excellence. http://tinyurl.com/DTI-Quality • Gupta, P (2005) From PDCA to PPPP: The four P's of process management lead to quality success. Quality Digest. http://www.accelper.com/pdfs/From PDCA to PPPP.pdf • Management Sciences for Health (1998) The Guide to Managing for Quality: Pareto Analysis. (Start from http://erc.msh.org/quality/map.cfm) • Management Sciences for Health (1998) The Guide to Managing for Quality: Pareto Analysis. http://erc.msh.org/quality/example/exampl22.cfm.

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