Quality Tools

Quality Tools
24 March 2010
ASQ QDG - Jim Armstrong
Learning Objectives
Upon completion of this section, you will:
have a basic understanding of some of the more popular quality management tools know how to apply cause and effect diagrams know how to develop and interpret Pareto diagrams
24 March 2010
Agenda
Selection Charts Continuous Improvement Brainstorming Cause and Effect Affinity Diagrams
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Selection Chart - Ideas

Generating and Decision Making Grouping Ideas Brainstorming Flow Charts Fishbone Affinity Implementing
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Selection Chart - Numbers

Counting Check Sheets Histograms Pareto Scatter Run Measuring
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Continuous Improvement
Zone of QC is to re-establish performance Zone of Quality improvement is to reach a level of performance never reached before
Quality Control (during operations)
Sporadic Spike Quality Improvement Cost of poor quality
Original zone of QC
Chronic Waste
Time 24 March 2010 Lessons Learned ASQ QDG - Jim Armstrong 6
Brainstorming
24 March 2010
Brainstorming
Purpose
Group technique to gather ideas
Origins
Developed in the 1950s to solve marketing problems
24 March 2010
Brainstorming
Uses
Gathering requirements Assembling test cases Solving process problems
Approach
Brainstorming session will last about 10 minutes People suggest ideas in succession Have a facilitator capture the ideas on a flip chart An alternative to people voicing their ideas is to just have them write down their thoughts on sticky notes
24 March 2010
Brainstorming
Do not use to
Prioritize ideas Identify a root cause Test theories
Do not use as a substitute for data
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10
Brainstorming
Structured Approach
Step 1 - Phrase the problem statement
Most important Seven to ten words Must reach agreement
Step 2 Generate ideas

One at a time in rotation Any member can pass
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Brainstorming
Structured Approach
Step 3 Record ideas
As each idea is generated write it down Record in the same words of the speaker Ask if idea has been recorded correctly
Step 4 Generate until exhausted

Make the session short 5 20 minutes Depends on complexity
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Brainstorming
Structured Approach
Step 5 Review
Review for completeness Discard duplicates
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13
Brainstorming
Exercise
We will be using brainstorming in conjunction with:
Affinity diagrams Cause and effect diagrams
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Cause and Effect Diagrams
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15

Purpose
Displays many possible causes in a graphical manner Can also show how various causes interact
Origins
Also known as Fishbone or Ishikawa diagrams
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16

Uses
Display possible causes Show interactions
Approach
Start with a problem to be solved or an idea to be explored Use brainstorming session to gather information
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Formats or approaches
Manufacturing
People, Machinery, Methods, Materials, Measures
Service
Policy, Procedure, Plant, People, Measures
General
People, Process, Technology
OR, make it fit the problem!
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Details
Naming Conventions Date/Time Tester ID Version Reasons and analysis Build No.
Number The steps Screen Shot Attachments More detail ID of the defect
Device ID Build Lable OS Version of 3rd party SW
Want to write comprehensive bug reports

OS Version And SP Logons Domains Machine names
Steps to Reproduce
Set-up
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19

Steps to construct
Step 1 Select the appropriate format
Dispersion Analysis Type place causes within each major heading Process Classification Type use the major steps in the process as headings
Step 2 Generate causes to build the chart

Brainstorming Check Sheet Data
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20

Steps to construct
Step 3 Construct the diagram
Put problem statement in a box on right hand side Draw the back bone line out from the box to the left Draw the major cause categories and connect them to the back bone Place the brainstorm or check sheet data in the appropriate category Try to place in only one category
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21

Steps to construct
Step 4 Look for deeper causes
For each cause ask Why Add this to the initial cause Continue asking why and add Look for causes that repeat themselves across many cause categories
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Group Exercise Construct a cause and effect diagram to help explain:
Long wait times at a hospital emergency room Why requirements are difficult to manage Why there is late pizza delivery Post project reviews are not effective
Use brain storming to generate causes The groups will then build the diagrams Time allocated is 25 minutes
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24
Pareto Charts
The 80 20 rule: 20% of the population controls 80% of the wealth.
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25
Pareto Charts
Purpose
The identification of the vital few and trivial many
Origins
Believed that the Pareto principle was developed by Vilfredo Pareto (1848-1923) Economist who made studies about the unequal distribution of wealth. Created the concept entitled Paretos Principle of Unequal Distribution of Wealth Chart
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26
Pareto Charts
Uses
A specialized column graph used to prioritize problems so major ones can be identified Another way to look at the result is
20% of the problems present 80% of the opportunity for improvement
Approach
as projects and customers grow in numbers because you will need a way to determine the appropriate allocation of resources
Pareto Charts
Steps to construct
Step 1 Decide what problem to analize Step 2 Choose the causes that will be examined
Use brainstorming or other classifications of gathered data
Step 3 Choose a unit of measure

For example number of observed defects per category
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Pareto Charts
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29
Pareto Charts
Steps to construct
Step 4 Choose a time frame Step 5 Produce a frequency table to sort data
In the table include the category and the frequency Calculate the percentage of each category relative to the total number
Step 6 Build the Pareto chart

List the categories on the horizontal line in descending order from largest to smallest Fill in the frequency for each category Add the frequency scale on the LH vertical axis
Pareto Charts
Steps to construct
Step 7 Add the cumulative percentage line
On the vertical axis on the RH side add 100% opposite the maximum frequency and 50% at about half way Place a dot on the RH corner of the highest bar Add the total of the next category to the next and place a dot above that category Continue until you reach 100% Connect the dots with a line
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Pareto Charts
Interpretation
Tallest bars represent the largest problems Use the cumulative percent line to pick where 80% of the problems are Sometimes the total of the first three columns Sometimes the most frequent will not have the greatest impact
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Pareto Charts
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Pareto Charts
Group Discussion Take a moment to write down your thoughts on how you would apply the Pareto Principle at work Time allocated 5 minutes
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Pareto Charts
Create a Pareto diagram for the following
Word Processor Function Printing Log in User Interface Inserting Review Format Layout Critical 1 1 1 0 0 1 2 Major 3 5 2 7 5 14 10 Minor 4 1 6 3 4 15 8
What does the Pareto diagram tell you?

Affinity Diagrams
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Affinity Diagrams
Purpose
Management and planning tool used to organize excessive random information Allows you to look at patterns
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Affinity Diagrams
Uses
Deals with soft issues rather than hard data
Approaches
Not useful if:
The solution is simple, OR There is a requirement for immediate action
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Affinity Diagrams
Steps to construct
Step 1 ask key questions
Write down ideas on sticky notes or cards 1 to 5 words per card Unambiguous and include one noun
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Affinity Diagrams
Steps to construct
Step 2 Place post its on a white board
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Affinity Diagrams
Steps to construct
Step 3 Group ideas together
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Affinity Diagrams
Steps to construct
Step 4 Arrange ideas
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Affinity Diagrams
Steps to construct
Step 5 Create Headers
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Affinity Diagrams
Steps to construct
Step 6 Present Results
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Group Exercise Affinity Diagram

In your teams, you will construct and affinity diagram for one of the following:
What are the issues with project planning? What are the issues with gathering requirements? What are the issues around communication with our customers? What are the issues with Post Project Reviews? What are the issues around the ASQ Calgary QDG? What do you like about the ASQ Calgary QDG?
Each person will write down 3 ideas and place them on the board You will then construct the diagram Time allocated: 15 Minutes
Web Links
SYQUE http://syque.com/quality_tools/index.htm ASQ http://www.asq.org/learn-about-quality/quality-tools.html Free Quality http://www.freequality.org/Default.aspx?page=28 I Six Sigma http://www.isixsigma.com/index.php?option=com_content&view=article&id=20 5&Itemid=48

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ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

Selection Chart - Ideas

ASQ QDG - Jim Armstrong

Selection Chart - Numbers

ASQ QDG - Jim Armstrong

Time 24 March 2010 Lessons Learned ASQ QDG - Jim Armstrong 6

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

Do not use as a substitute for data

ASQ QDG - Jim Armstrong

Step 2 Generate ideas

ASQ QDG - Jim Armstrong

Step 4 Generate until exhausted

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

OR, make it fit the problem!

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

Device ID Build Lable OS Version of 3rd party SW

Want to write comprehensive bug reports

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

Step 2 Generate causes to build the chart

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

Cause and Effect Diagrams

ASQ QDG - Jim Armstrong

The 80 20 rule: 20% of the population controls 80% of the wealth.

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

Step 3 Choose a unit of measure

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

Step 6 Build the Pareto chart

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

What does the Pareto diagram tell you?

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong

ASQ QDG - Jim Armstrong