The 7 Basic Quality

Tools
Michele Cano

Agenda

Introductions
Basic Tools Ishikawa
Exercises
Discussion & Video

.Lunch.
Problem solving (Global 8D and TRIZ)
Case study
Discussion

Why use tools?

Measure
Improve

What are they?

The seven basic tools according to Ishikawa are:
Check sheets
Flow charts
Graphs & Histograms
Pareto diagram
Cause and effect diagram
Scatter diagram
Control chart

1.Check sheets
What is a check sheet?
A form or sheet used to record data.

Function of Check Sheets

According to Ishikawa 1982, check sheets
have the following functions:
1. Production Process distribution checks
2. Defective item checks
3. Defective location checks
4. Defective cause checks
5. Check-up confirmation checks
6. Others

Example of a simple check

sheet. (for car valet operation)
Car type
Car registration

Ford Focus
W357 PHR

Interior vacuumed

Upholstery cleaned

Dash board cleaned

De odorised

Body washed

Washed waxed & Polished

Under car washed

Wheels washed

Tyres blacked

Comments:
can not be covered

Front bumper badly scratched on delivery, this

Performed / Checked by J

Date

2 May 2008

Example of a simple process

check sheet. (attributes)
Model XYZC217
failures
Power up
Boot up
Sink test
Case damage
Keyboard damage
Monitor damaged
Bundled s/w included
Checked by

Batch
1

10

pj

a
m

jj

[j

lm

l
m

r
m

pj

a
m

pj

Flowcharts

PROCESS MAPPING
Process mapping is an essential first step.
It identifies all of the process activities,
sequence and responsibilities.
This can either be in a written format, or
as a flowchart.

Flowcharts

PROCESS MAPPING (Written format)

Enquiry handling

Activity
1. Customer enquiry
received and
logged onto system
2. Enquiry briefly
overviewed and
allocated to sales
estimator for
through.
3. If it cant be done,
return to customer

Responsibility
Sales Director

Associated documents
Customers enquiry
Customers drawing
Work instruction S10

Sales Director

Sales Director

Customers enquiry
Customers drawing

4. If it has been made

before, prepare a
new quote based on
previous job and
current pricing,
otherwise go to
step 10.
5. Send to customer
for acceptance
6. Review quote
7. Quote is acceptable
8. Log as order and
create order
package
9. Pass to Production
control

Sales Director

Customers enquiry
Customers drawing
Previous job file
Current price list

Sales Director

Quotation

Customer
Customer

Quotation
Quotation
Quotation
Customer drawing
Work instruction S30

10. Allocated to sales

estimator
11. .
12.

Sales director

13.
14.
15.
16.

Sales Director
Order package

Etc.

Customers enquiry
Customers drawing

Flowcharting
Flowcharting is a graphical tool for
analysing processes.
Constructing flowcharts leads to a better
understanding of processes.
Better understanding of processes is a
essential for improvement

Flowcharts

Some standard symbols

Start or end

An activity

a decision point in the process.

a point at which the flowchart connects

with another process.
An off page connection

All records are identified

FLOWCHART
SM01 Enquiry Handling / Quotation Process
Customer

Sales director

Customer sends
enquiry

Estimator

Sales department
receives enquiry

Enquiry entered
into the electronic
Quote log &
Unique serial
number entered

Customer
informed that we
are unable to
quote

No

Can this
enquiry be
Quoted ?

Yes

Have the
item (s) been
made before?

No

Enquiry allocated
to Estimator

Raise estimate
sheet & plan
process
Quote prepared
from Price guide

Organize contract
review to cover
Quality
Contractual &
Manufacturing
aspects

Quote customer

Prepare Quote

Exercise
Draw a flowchart for one of the following
processes:
Making a cup of coffee
Enrolling students
Wiring a plug.

3.Graphs&Histograms
Graphs, either presentational or mathematical
are used to allow understanding and
analysis of collected data sets.

Graphs

BAR CHARTS
This is the data set totalled up and shown
graphically.
It immediately identifies the major defects for all
to see.

Type

Monitor
damaged
Bundled
s/w
included

Keyboard
damage

Case
damage

Sink test

Boot up

16
14
12
10
8
6
4
2
0
Power up

Quantity

Defects

100
90
80
70
60
50
40
30
20
10
0

01/02/03
02/02/03
03/02/03
04/02/03
05/02/03
06/02/03
07/02/03
08/02/03
09/02/03
10/02/03
11/02/03
12/02/03
13/02/03
14/02/03
15/02/03
16/02/03
17/02/03
18/02/03
19/02/03
20/02/03
21/02/03
22/02/03
23/02/03
24/02/03
25/02/03
26/02/03
27/02/03
28/02/03

Graphs

The below graph shows a factory output for

February. This time it shows specific dates
which could be analysed.
Feb production output

Output %

Average

Graphs

The graph below shows the major cause for

customer complaint, the use of the pie chart and
the colours enforce the message.

Rules for Graphing

Use Clear titles an indicate when the data
was collected
Ensure the scales are clear,
understandable and represent the data
accurately.
When possible use symbols for extra data.
Always keep in mind the reason why the
graph is being used.

Exercise

Graphs

You are the marketing director of XZY automotive, a new

Scottish company. You have organised a local survey to rate
your car against other small cars.
30 people were polled and the results are shown below.
Xzy, ka, Clio, Clio, ka, fiesta, xzy, ka, 206, xzy, fiesta, fiesta,
xzy, polo, fiesta, 206, 206, polo, 206, fiesta, fiesta, fiesta,
polo, xzy, polo, fiesta, xzy, xzy, ka, xzy.
You recognise the power that graphs produce. And you have
decided to Graph the results as part of you marketing drive.
Explain your choice of graph.

What is a Histogram?
The Histogram is a graphical
representation of data that is a
dimensional measurement of one feature.

What is a Histogram?

This is the computer defect data set totalled up

and shown graphically, but is it a histogram?

Checks/only record failures

Power up

Total
4

Boot up

15

Sink test

Case damage

Keyboard damage

Monitor damaged

Bundled s/w included

What is a Histogram?

The answer to the previous question is

NO
The Histogram is a graphical
representation of data that, is a

dimensional measurement of one

feature.

When is a Histogram Used?

To look at one particular set of results
To check for patterns in a process
To examine large amounts of data

Histograms
The following data was collected when measuring the bow
(warp) of a plastic component. The specification is 0 to 8 x10 -3
mm.
At a glance this tells you very little, but it can be plotted as a
histogram because we have quantities data with target limits.

Bow measurements
2

Histograms
Frequency

2
1
0

More

Thou

9
M
or
e

Frequency

Bin

What is a Histogram?

Exercise
Sort the following data into appropriate
sets, then plot them.
The limits are 3 volts 0.1
What can you deduce from this?

What is a Histogram?

Exercise
3.00
3.00
2.80
2.85
2.85
2.85
2.90
2.90
2.85
2.80

2.80
2.80
2.85
2.90
3.05
2.95
2.70
2.90
3.00
2.90

2.85
2.75
2.90
2.85
2.95
3.00
2.85
2.80
2.85
3.05

2.80
2.65
2.95
3.00
3.05
2.80
2.85
2.85
2.85
2.85

2.85
2.90
2.85
2.90
2.95
2.85
2.90
2.85
2.75
2.85

4.ParetoAnalysis

Pareto

What is Pareto Analysis?

Pareto analysis is a method for prioritising
data.
It consists of a Bar Chart displayed either
in order of frequency or relative cost.

Pareto

Example:
The information to be represented on a Pareto diagram should already
have been collected in some sort of record.
Houshold repairs over the last 10 years
Problem
frequency
Light bulb fails
Broken central heating
pump
Broken window
Leaking taps
Faulty central heating
boiler
Leaking radiators

Cost per Total cost

occurance
100
0.6
60
1
2
16

190
50
2.5

190
100
40

1
3

3000
15

3000
45

Pareto

Pareto Chart
The data are then displayed graphically. Firstly in terms of
frequency.....

Pareto

... and then by cost.

Exercise

Pareto

Plot the following data as a Pareto chart

Model XYZC217
Checks/only record failures
Power up
Boot up
Sink test
Case damage
Keyboard damage
Monitor damaged
Bundled s/w included
Checked by

Batch number
1

10

pj

am

jj

[j

lm

lm

rm

pj

am

pj

6.CauseandEffect
Diagrams(Ishikawa)
A method for the identification of
the root cause of a problem.

cause and effect

What is Brainstorming?
A way to get creative ideas.
A way to get everyones views.
A way to generate alternatives.

cause and effect

Potential Uses (Brainstorming)

For identifying areas for improvement.
For finding potential causes of problems.
For developing possible preventive
actions.

cause and effect

Some Guidelines (Brainstorming)

Dos
Give wild and
unusual ideas.
Aim for quantity.
Build on ideas of
others.
Encourage
participation.

Don'ts
Evaluate or criticise.
Stop to soon.
Allow domination or
idea ownership.

cause and effect

Ranking
Ranking can be used after brainstorming to assess the teams
Priority position on a list of ideas. The basic procedure is:
Each person privately selects 3 to 5 items from the list
Each person ranks their selection in order of priority
The marks are then totalled for each item
The item having the highest total is then judged to have the
highest priority

cause and effect

What is a Cause and Effect Diagram?

The process of a cause and effect diagram consists of defining an effect
in terms of possible causes and is normally carried out in the form of a
Brainstorming session.
The principal causes are typically Man, Materials, Methods or Machines.
These are then reduced to sub-causes.
Finally, the most likely causes are then circled and are subject to future
examination.
These relationships are displayed pictorially in the form of a fishbone
structure.

cause and
effect

Layout:
Method

Man
Sub-Cause

Sub-Cause

Sub-Cause
Effect
Sub-Cause
Materials

Sub-Cause
Machines

Sub-Cause

6.ScatterDiagrams
A method for the identification the
relationship (effect) between two
factors (Causes).

Scatter diagrams

What is it used for?

Validating "hunches" about a cause-andeffect relationship between two variables.
Displaying the direction of the relationship
(positive, negative, etc.)
Displaying the strength of the relationship

Scatter diagrams

Constructing scatter diagram

Variable b

In order to construct a scatter diagram you need two

variables to be plotted against each other. One on
the x axis the other on the y axis.
The relationship is then plotted.

relationship

Variable a

Scatter diagrams

Constructing scatter diagram

Variable b

This process is continued, showing the effect of

changes in one of the variables against the other
variable.

Variable a

Scatter diagrams

Interpreting a scatter diagram

Variable b

The diagram below shows a Strong Positive

relationship between the variables (an in crease in a
results in a positive increase in b, which is almost
uniform.)

Variable a

Scatter diagrams

Interpreting a scatter diagram

Variable b

The diagram below shows a Strong Negative

relationship between the variables (an in crease in a
results in a decrease in b, which is almost uniform.)

Variable a

Scatter diagrams

Interpreting a scatter diagram

Variable b

The diagram below shows a Weak Positive

relationship between the variables.

Variable a

Scatter diagrams

Interpreting a scatter diagram

Variable b

The diagram below shows a Weak Negative

relationship between the variables.

Variable a

Scatter diagrams

Interpreting a scatter diagram

Variable b

The diagram below shows a that there is no

relationship between the variables.

Variable a

7.ControlCharts
A method for monitoring a process
for preventing defects.

Control charts

What are control charts

Control charting is the most technically sophisticated tool of
the 7 quality tools.
It was developed in the 1920s by Dr. Walter A. Shewhart of the
Bell Telephone Labs. Dr. Shewhart developed the control
charts as a statistical approach to the study of manufacturing
process variation.
The purpose was to improve the process effectiveness and
therefore reduce costs.
These methods are based on continuous monitoring of the
process variation.

Control charts

Why use control charts

A Control chart is a device for describing in a precise
manner what is meant by statistical control.
it helps the process perform consistently and
predictably.
it can minimise the variation in output.
it can help to achieve lower product costs.
it can help to increase effective capacity.
it can help to meet customer expectations

Control charts

Types of control charts

You will come across two types of Control
Charts used in SPC (Statistical Process
Control).
1.Attribute SPC
2.Variable SPC

Control charts

Attribute control charts

Attribute data is based upon two conditions (pass/fail, go/no-go,
present/absent) which are counted, recorded and analysed.
Control chart techniques are important for the following reasons:

Attribute-type situations exist in any process.

Attribute-type data is already available in many situations
(existing inspections, repair reasons, reject segregation &
sorting) In these cases, no additional data collection is required,
you just have to convert the data into chart form.
Where new data must be collected, attribute information is
usually quick and inexpensive to obtain.

Control charts

Variable control charts

Control charts for variables are used to
control the variation of processes in cases
where the characteristic under
investigation is a measurable quantity.

Control charts

Variable control charts

Xbar&RCHARTS.
Xbar&R charts are used as a pair;

Control charts

Example of an Attribute control chart

Control charts

Example of a variable control chart

Moving Range Variable Control Chart
Process

ESPC coating

Characteristic

Oven temperature

Upper Spec:

185.0 Lower Spec

X Bar

181

R Bar

(Sub-group Sampling)

UCL R

175.0 Upper Control Limit

Frequency

Lower Control Limit

60 Piece Capability Study

190
188
186

UCL

USL

184

X bar

182

180

xbar

178

LCL

176

LSL
174

4&5
172

R bar

170

15.0
10.0
5.0
0.0

X1
X2
X3
X4
X5
X bar
R
Op
Time
Date

UCL

182 182.5 176.0 183.5 183.0 183.0 184.0 183.0 184.0 183.5 176.0 176.0 176.0 182.0 176.0 178.0 176.0 186.0 187.0 182.0
176 182.0 183.5 184.5 184.0 183.5 184.0 183.0 186.0 184.5 183.0 183.0 176.0 176.0 176.0 175.0 176.0 185.0 186.0 176.0
176.0 183.0 184.0 183.5 184.0 182.5 182.0 176.5 184.5 172.0 183.5 176 176.0 184.0 182.5 182.5 180.0 180.0 182.0 184.0 184.0 184.0 183.0 183.0 176.0 175.0 174.0 183.0 183.0 186.0 183.5
182.0 182.0 183.0 176.0

183.5

184.0

183.5 183.0 183.0 170.0 176.0

183.0 176.0 183.0 176.0

176.0

183.5

182.5 182.0 183.0 173.5 176.0

180.3 180.3 183.3 178.5

182.7 180.5 183.5 171.8 178.5 178.0 180.2 181.2

183.5 183.2 182.2 182.7 182.7 184.7 184.0 181.0 180.7 178.3 178.0 175.7 175.7

183.3

7.0

1.0

7.5

8.0

1.5

1.5

6.5

1.5

3.5

7.5

6.0

6.5

8.0

2.0

1.5

3.5

4.0

1.0

2.0

1.0

8.0

7.0

7.0

6.0

1.0

4.0

7.0

3.0

1.0

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

R.Mc

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

5/4

Cp

0.61

NEW CALCULATED LIMITS

X bar

178.3 184.7 186.3 180.5

181.2

7.0

180.823

R Bar

4.6094

UCL X

185.524

LCL X

176.121

UCL R

30.089

Cpk 0.51

Sigma

2.7274

7.5

5/4

Problem Solving
5 Why
Global 8D
TRIZ