SESSION – 11

TOTAL
QUALITY
MANAGEMENT
By:
Zahid Hussain
Quality Trainer
MS-Total Quality Management
IRCA Lead Auditor ISO-9001-2000
B.Sc Engineering (Chemical)
PCBA–UCP
Problem
 Problem
• Problem is a problem only when we are aware of it.

• Problem is a problem because it has no easy

answer – if it has , it would already be solved.
• Problem is a problem if you believe it to be one.
• Problems and values change over time. What was a
good solution once doesn't work any more.
• You can be a problem if !!!!
“ Always have at least two solution with a
problem, If you don’t have any solution then you
are a big problem.”
 Problem
• “Most people rush to find solution before knowing the
real problem.”
• Problem is a chance for you to do best. It is an
opportunity for improvement.

• “Most people spend more time and energy going around

problems than in trying to solve them.” (Henry Ford)

• A problem is the difference between the actual state

and desired state.

• Problem solving is a tool, a skill and a process.

 Types of Problems
1. Process Design Problem (Development of new
process and revision of existing process, Technology
advancement system obsolete, user need)
2. Product Design Problem (Development of new
product and revision of existing product, customer
need not understood, or poor performance )

3. Compliance Problem (Non compliance with Standard)

4. Unstructured Problem (Due to no Standard Documentation)

5. Efficiency Problem (System unacceptability by owner due to

high cost, may be Customer satisfied)
 Solution
• Key to successful problem resolution.
- Ability to identify the problem.
- Use the appropriate tools based on the nature of the
problem.
- Make decision on factual approach
- Problem processing time
• Ethical issues.
- Never hide facts - Speak the truth.
- Be fair- In case of any mistake, accept that.
- Never try to shift responsibility to some one else.
- Maintain the credibility.
 Solution
Redefine the Problem No root cause found

Identify 1.Gather Relevant 2.Detailed Problem 3.Root cause

Problem Data Analysis Investigation
Redefine the Problem

Root
Ineffective Corrective/ Preventive Action
cause (s)
found

4.Consider all
6.Evaluate 5.Take Corrective /
Possible
outcome Preventive Action(s)
Root Causes
In situations of conflict always remember STAR
Effective Corrective/ Preventive Action STOP
Problem THINK
Fixed
ANALYSE
RESPOND
 Problem Solving Tools

“Give me a lever long enough…..

And single-handedly, I’ll
move the world”
Archimedes
 Problem Solving Tools
 The concept behind the seven basic tools came
from Kaoru Ishikawa.
 According to Ishikawa, 95% of quality-related
problems can be resolved with these basic tools.

1. FLOWCHARTS
2. CHECK SHEETS
3. PARETO DIAGRAMS
4. HISTOGRAMS
5. CAUSE AND EFFECT DIAGRAMS
6. SCATTER DIAGRAMS
7. CONTROL CHARTS
 SEVEN BASIC TOOLS
FLOW CHART

- Shows the flow of products or services as it moves through

various processing operations.
- Easy to visualize entire system, to identify potential trouble
spots to locate control activities.
-Improvements can be accomplished by changing, reducing,
combining or eliminating steps.

-Sample
 SEVEN BASIC TOOLS
CHECK SHEETS

1. Data is collected carefully and accurately.

2. Data can be quickly used and analyzed.
3. Sample Checklists
Sample Check Sheet -1
Sample Check Sheet -2
Sample Check Sheet -3
 SEVEN BASIC TOOLS
 HISTOGRAMS
- Data variation difficult to see in table (An easy way to see the
distribution of the data, its average, and variability) such as daily
billing error in bank,
-Relationship with other parameters such as billing error with time,
with person etc.
 SEVEN BASIC TOOLS
PARETO DIAGRAMS
. Alfredo Pareto ( unequal wealth distribution- few with lot of money and
many with little money)
. Juran recognized the concept as universal – (concept
of vital few and useful many)
. Most quality problems result from a small number of
causes.
. 80-20 rule : 80 % of problems are caused by 20 % of
the potential sources.
. Pareto diagram is used to identify the most significant
problems to be corrected first.
. Pareto diagram is used to identify the most significant
problems to be corrected first.

Count Pareto (50 vs. 3 occurrence- will tackle 50 occurrence first)

Cost Pareto (50 vs 3 occurrence 50 causing 10 $, 3 causing 150$, tackle 3
occurrence first)
 SEVEN BASIC TOOLS
PARETO DIAGRAMS
. A few customers
Vital few
account for majority
of sales.
. A few processes
accounts for the bulk of
the scrap or rework.
Useful Many
. A few suppliers account
for the majority of
rejected parts.
A few items accounts for
the bulk of the
inventory cost.
CAUSE AND EFFECT DIAGRAMS
Purpose of C & E Analysis
• To identify the cause, factors or sources of variation lead to specific
event, result or defect in a process or product.
Fishbone diagram :
• It Shows Causes and Effect
• A toll to be used with
- Brainstorming (broaden and focus your thinking)
- 5 Whys (why and why else until to come up with possible root causes.

Example:
Cause: Improper handling
Why -- Fail to wear gloves
Why -- Stock not available
Why -- inventory issue
Why -- QSP not documented

Improper handling vs QSP not available

 CAUSE AND EFFECT DIAGRAMS
(displays all contributing factors and their relationships)
 CAUSE AND EFFECT DIAGRAMS
(displays all contributing factors and their relationships)

MATERIAL METHOD
3
2
No
Cheap Instructions
Wrong Too thin
Solvent
type Paint over
Contaminated
Too thick
dirt
5 House Paint
1 Dirt
Peeling
Bad bristle Air Pollution
Humidity
Dirty Brush Temperature
Acid rain
4
EQUIPMENT ENVIRONMENT

Cause Effect
 SEVEN BASIC TOOLS
 SCATTER DIAGRAMS
Relationship between two variables.
 CONTROL CHARTS
Method of presentation and analysis of
data UCL, LCL,
 Exercise
• Cause and effect of Peeling of House Paints

• Cause and effect of Expanding Terrorism

• Cause and effect of Wrong Delivery

• Cause and effect of Poor Productivity

• Cause and effect of Poor Material

• Cause and effect of Poor Performance

QUESTIONS