QUALITY TOOLS & TECHNIQUES

By: -Hakeem–Ur–Rehman

IQTM–PU 1

TQ TINTRODUCTION TO PROCESS &

PROCESS MANAGEMENT

CHANGING SCOPE OF “QUALITY”

PRODUCTQUALITY

ORGANIZATIONALPERFORMANCEProducts, Processes,

Systems, Departments

FROM

TO

EVOLUTION OF QUALITY FIELD

Product Insp. to Process to System to Culture to Performance Control (Opr Mgt ) Change

TQM+ – Wave II Lean Six

Sigma

Six Sigma

KnowledgeMgt.

IT

TQM – Wave IHRM

GROUPDYNAMICS

Teams

Efficiency

BPR

TPM

JIT/MRP

QAISO9000

OPR MGT.

QCSPC

QualityCircles

Inspection/Testing

Metrology

3

WHAT IS A PROCESS?

4

A PROCESS is a logical, related, sequential (connected) set of activities that takes an input from a “supplier”, adds value to it, and produces an output that goes to the “customer”.

Inputs Outputs

GoodsServices

Process

Resources: Labor & Capital

The Process View of an Organization

Flow units(raw material, customers)

An Input-Process-Output (IPO) diagram, also known as a general process diagram,

provides a visual representation of a process by defining a process and demonstrating the relationships between input and output elements.

The input and output variables are known as ‘factors’ (X) and ‘responses’ (Y) , respectively.INPUTS OUTPUT

S

BILLING PROCESS

Data Entry Method Amount of Personnel Training

Method for obtaining bill from information

Time to complete a bill

Number of errors / bill

KPIVs & KPOVs

X1 , X2 , X3 KPIVs PROCESS KPOVs Y1 , Y2 , Y3

X1 =Ink ViscosityX2 =Machine SpeedX3 =Paper WeightX4 =Paper GlossX5 =Formulation

KPIVs PRINITING PROCESS

KPOVs

Y1 =Mis-registrationY2 =Faded ColorY3 =SpotsY4 =Poor adhesionY5 =Over coloring

PROCESS FLOW DIAGRAM

(FLOW CHART) A Flowchart is a diagram that uses graphic symbols to represent the nature and flow of the steps in a process / system.

Deciding when & where to collect data

FEW SYMBOLS USED IN FLOW DIAGRAMProcess Symbol“An Operation or Action step”

Terminator Symbol“Start or Stop Point in a process”

Inventory / Buffer“Raw Material / Finished Goods Storage”

Inventory / Buffer“Partial Finished Goods “Work In Process” Storage”

Document Symbol“A Document or Report”

Database Symbol“Electronically Stored Information”

Flow Line

Decision Point

PROCESS FLOW DIAGRAM (Cont….)

1.What you THINK it is …

2.What it ACTUALLY is…

3.What it SHOULD be…

PROCESS MAPPING LEVELS

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LEVEL–1: The Macro Process Map, sometimes called a Management Level or viewpoint.

LEVEL–2: The Process Map, sometimes called the worker level or viewpoint. This example is from the perspective of the pizza chef.

LEVEL–3: The Micro Process Map, sometimes called the Improvement level or viewpoint. Similar to a level–2, it will show more steps and tasks and on it will be various performance data; yields, cycle time, value and non-value added time, defects, etc.

TYPES OF PROCESS MAPS

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THE LINEAR FLOW PROCESS MAP

As the name states, the diagram shows the process steps in a sequential flow, generally ordered from an upper left corner of the map towards the right side.

THE DEPLOYMENT FLOW or SWIM LANE PROCESS MAP

The value of the swim lane map is that is shows you who or which department is responsible for the steps in a process. This can provide powerful insights in the way a process performs. A timeline can be added to show how long it takes each group to perform their work. Also each time work moves across a swim lane, there is a “Supplier – Customer” interaction. This is usually where bottlenecks and queues form.

TYPES OF PROCESS MAPS: SIPOC DIAGRAM

Suppliers Inputs Process Outputs Customers

6) Who are the Suppliers of the

Inputs?

5) What are the Inputs of the Process?

2)a. What is the start of the

process?

1) What is the process?

2) b. What is the end of the process?

3) What are the outputs of the process?

4) Who are the customers of the

outputs?

TYPES OF PROCESS MAPS: SIPOC DIAGRAM

Example SIPOC Diagram of Husband making wife a cup of tea.

ORGANIZATION’S OUTPUT Vs OUTCOME

CO

MPA

NY

Quality of Sales

Quantum of Sales

OUTCOME

OUTPUT

EXAMPLE

POST OFFICE Number of Letters Number of Post Offices Number of Transactions

Delivery Rate Damage Rate Transactions/day/person

UNIVERSITY Number of Students Number of Teachers Number of Programs Number of Branches

Graduate Competency Rate Job Placement Rate Difference in Market Salary % of Satisfied Graduates % of Satisfied Employers

PRODUCTION DEPT.

Number of items Produced Types of Product Produced

% Defectives / Rejected Cost of Production/item Number of items/unit time

TESTINGDEPT.

Number of tests Types of Tests

Measurement Error % Delays of tests Cost of unit test

HRD Number of persons hired Number of Trainings

Core Competence Duration of vacant posts % of Poor Hiring

OUTPUT OUTCOME

Quality Objectives

QUESTIONS

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