Quality Tools

FAMPO . KALAW . SANTOS

 Learning Objective
• Distinguish the seven tools of Quality Control
and create at least one
 TQM Tools
► Tools for Generating Ideas
► Check Sheet
► Scatter Diagram

► Cause-and-Effect Diagram

► Tools to Organize the Data

► Pareto Chart
► Flowchart (Process Diagram)
 TQM Tools
► Tools for Identifying Problems
► Histogram
► Statistical Process Control Chart
 1. Check Sheet
An organized method of recording data
 1. Check Sheet
Simple data check-off sheet designed to identify
type of quality problems at each work station; per
shift, per machine, per operator
 2. Scatter Diagram
• A graph that shows how two variables are related to
one another
• Data can be used in a regression analysis to establish
equation for the relationship
 3. Cause-and-Effect Diagram
• A tool that identifies process elements (causes) that
might effect an outcome
• Called Fishbone diagram
3. Cause-and-Effect Diagram
 4. Pareto Chart
• Technique that displays the degree of importance for each element
• Named after the 19th century Italian economist; often called the 80-
20 Rule
• Principle is that quality problems are the result of only a few
problems e.g. 80% of the problems caused by 20% of causes
4. Pareto Chart
 5. Flowchart (Process Diagram)
A chart that describes the steps in a process
 5. Flowchart (Process Diagram)
MRI Flowchart
1. Physician schedules MRI 7. If unsatisfactory, repeat
2. Patient taken to MRI 8. Patient taken back to room
3. Patient signs in 9. MRI read by radiologist
4. Patient is prepped 10. MRI report transferred to
5. Technician carries out MRI physician
6. Technician inspects film 11. Patient and physician
discuss
 6. Histogram
A distribution showing the frequency of occurrences of
a variable
Distribution
Frequency

Repair time (minutes)

 7. Statistical Process Control Chart
• A chart with time on the horizontal axis to plot values of a
statistic
• The UCL and LCL are calculated limits used to show when
process is in or out of control
7. Statistical Process Control Chart
 Group Task: Quality Tool Example
Case: shortening telephone waiting time…
• A bank is employing a call answering service

• The main goal in terms of quality is “zero waiting time”

- customers get a bad impression
- company vision to be friendly and easy access

• The question is how to analyze the situation and improve quality

 Group Task: Quality Tool Example
The current process
 Group Task: Quality Tool Example
Fishbone diagram analysis
 Group Task: Quality Tool Example
Reasons why customers have to wait
(12-day analysis with check sheet)
 Group Task: Quality Tool Example
Pareto Analysis: reasons why customers have to
wait
 References
• Heizer and Render (2014). Operations Management, Eleventh Edition. Principles of
Operations Management, Ninth Edition. PowerPoint slides by Jeff Heyl. Retrieved
July 25, 2018 from cbafaculty.org/Operations_Management/hr_om11_ch06.ppt
• Oakland, J. S. (2014). Total Quality Management and Operational Excellence Text
with Cases (4th ed.). Routledge: New York
• Ramasamy, S. (2010). Total Quality Management. McGrawHill: Philippines
• Reid, R. & Sanders, N. (2010). Operations Management (4th ed.). Retrieved July 25,
2018 from http://academic.akun.edu.tr/.../pom_ppt01ppt-3f291bc1-fa6f-4ac1-
a279-5dbb006cf838.ppt