Process Tools - Stockton Universityintraweb.stockton.edu/eyos/hshs/content/docs/ICD...Process Tools...
Transcript of Process Tools - Stockton Universityintraweb.stockton.edu/eyos/hshs/content/docs/ICD...Process Tools...
Process Tools
Your Management
Judgment Toolbox
Presented by:
Office of Human Resources
October 16, 2008
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What Is It?
a technique for generating a large number of ideas in a short period of time
Brainstorming
When to Use It?
• When a broad range of options is desired
• When creative, original ideas are desired
• When participation of the entire group is desired
Brainstorming
How to Do It?1. Review the topic or problem
• Phrase as Why, What, How
• Make sure everyone understands
2. Allow a moment or two for silent thought
3. Invite team members to call out their ideas
4. Record ALL ideas on a flipchart
• use original language of owner
5. No discussion or evaluation is allowed
6. Continue to generate ideas until the group runs out of steam
Brainstorming
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Some Considerations
• No criticism (includes laughter & groans)
• Avoid evaluation – including positive comments
• The more the merrier
• The crazier the better
• Hitchhike – build on someone else’s idea
• Keep all ideas visible
• Keep things moving
Brainstorming
What Is It?
is a structured method for group brainstorming that encourages contributions from everyone
Nominal Group Technique (NGT)
When to Use It?
• When some group members are much more vocal than others
• When some group members think better in silence
• When there is concern about some members not contributing
• When all or some members are new to the team
• When the issue is controversial or there is conflict
Nominal Group Technique (NGT)
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How to Do It?
1. State the problem to be addressed & clarify as needed
2. Each team member silently writes down as many ideas as possible (5-10 minutes)
3. Each team member states aloud one idea. Record ALL ideas on a flipchart
• No discussion is allowed, even for clarification
• Ideas do not have to be from the written list
• A member may “pass” on his/her turn
• Continue until all members have “passed” or a pre set amount of time runs out
Nominal Group Technique (NGT)
How to Do It?4. Discuss ideas to clarify content or to combine duplicates.
• Change wording with owner’s agreement
• Strike ideas with unanimous consent only
• Relative merits are not discussed
Nominal Group Technique (NGT)
What Is It?
It is a group decision-making technique used to reduce a long list of items to a manageable number by means of a structured series of votes. The result is a short list identifying what is important to the team.
Multivoting
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When to Use It?
Use Multivoting whenever a Brainstorming session has generated a list of items that is too extensive for all items to be addressed at once. This tool can be helpful when you need to:
Multivoting
Reduce a large list of items to a workable number quickly
Prioritize a large list without creating a situation in which there are winners and losers
Identify the important or popular items on a large list.
How to Do It?
Multivoting
1. Brainstorm a list of items
2. Number (or letter all items
3. Decide # of choices each team member will vote for (at least 1/3 of total #)
4. Each member votes (orally, one at a time or write them down)
5. Tally votes
How to Do It?
Multivoting
6. Reduce list by eliminating those with fewest votes
0,1,2,3,416+
0,1,2,36 to 15
0,1,25 or less
Eliminate Votes# of Team Members
7. Repeat Steps 3-6 until a clear favorite emerges
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What Is It?
a diagram that organizes large numbers of ideas into their natural relationships
a method that that taps the team’s creativity
Affinity Charts
Affinity Charts
When Are They Used?
• Facts or thoughts are in chaos
• Issues see too large or complex to grasp
• A breakthrough to new ideas is desired
• Group consensus is necessary
• Following brainstorming
How to Do It?Step 1 - Generate ideas. Use the Brainstorming tool to generate a list of ideas.
•Record each idea onto an index card or post-it note.
Step 2 - Display the ideas. Post the ideas on a wall or a table in a random manner.
Affinity Charts
Step 3 - Sort the ideas into related groups. The team members physically sort the cards into groupings, without talking, using the following process:
• Start by looking for ideas that seem related in some way. Place them together in a columns.
•Look for ideas that are related to those you've already set aside and add them to that group.
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How to Do It?
Affinity Charts
Step 4 - Create header cards for the groups. A header is an idea that captures the essential link among the ideas contained in a group of cards.
•This idea is written on a single card or post-it and must consist of a phrase or sentence that clearly conveys the meaning, even to people who are not on the team.
Step 5 - Draw the finished Affinity Diagram.
• Write a problem statement at the top of the diagram.
• Place header and superheader cards above the groups of ideas.
• Review and clarify the ideas and groupings.
• Document the finished Affinity Diagram
Affinity Charts
Affinity Charts
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What is it?
• it is an analytical tool that clarifies opposing aspects of a desired change
Driving or positive forces that support an action or situation
Restraining or negative forces that try to prevent it
Force Field Analysis
When to Use It?
• When the team is planning implementation of a solution
• When the team is identifying causes of a problem
• When the team is identifying problems in a process
Force Field Analysis
How to Do It?
1. State the desired action or outcome
2. Brainstorm all the positive or driving forces
Force Field Analysis
3. Brainstorm all the negative or restraining forces
4. Discuss means to take advantage of the positives
5. Discuss means to diminish or eliminate the negatives
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Force Field Analysis
Force Field Analysis
Notes
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often called an Ishikawa diagram, the diagram is useful as a cause-and-effect analysis tool to help in generating ideas, and in identifying the root cause of a problem for investigation.
The fishbone diagram, named because it somewhat resembles the skeleton of a fish, provides a graphic display of the relationship between items.
A fishbone diagram consists of a central “spine” with a fish’s head (the effect or main topic) on the right side. There are a number of diagonal ribs coming from the main spine with the end of each rib indicating major process categories. Sub categoriesare noted by branches off the ribs.
Fishbone Diagram (Cause & Effect)
What Is It?
Fishbone Diagram (Cause & Effect)
When to Use It?
• When broad thinking about possible causes is required
• When the team’s thinking begins to fall into a rut
Fishbone Diagram (Cause & Effect)
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Fishbone Diagram (Cause & Effect)
How to Do It?
1. Agree on a problem statement (the effect).
2. The “fish head” is the effect. Brainstorm possible causes.
3. Develop the major categories (the ribs off the spine). If you have difficulty, use generic headings like methods, machines, people, materials, measurement, environment, etc..
How to Do It?
4. Refine the categories by asking:
• What causes this?
• Why does this condition exist?
5. Work through the fishbone developing little bones that represent sub categories that reflect a structure of logic leading from cause to cause.
Fishbone Diagram (Cause & Effect)
Fishbone Diagram (Cause & Effect)
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Fishbone Diagram (Cause & Effect)
Notes
What Is It?
an Activity Chart lays out the tasks of a project in sequential order
indicates when each task must take place
Activity (GANTT) Chart
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When to Use It?
• When planning a project
• When the project (process) steps, sequence & duration are known
• When monitoring the progress of a project
Activity (GANTT) Chart
Activity (GANTT) Chart
How to Do It?1. Review the topic or problem
• Phrase as Why, What How
• Make sure everyone understands
2. Allow a moment or two for silent thought
3. Invite team members to call out their ideas
4. Record ALL ideas on a flipchart
• use original language of owner
5. No discussion or evaluation is allowed
6. Continue to generate ideas until the group runs out of steam
Activity (GANTT) Chart
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Gantt chart is a graphical representation of tasks over a specific period of time. In its correct form, the Gant chart should represent the tasks, resources, time frame and required founding needed by the project manager to complete its intended purpose.
Activity (GANTT) Chart
Activity (GANTT) Chart
What Is It?
a structured, prepared form for collecting and analyzing data
can be used to confirm and record that the steps of a process were done
Checksheet
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Checksheet
When Is It Used?
when collecting data on the frequency or patterns of events, problems, defects, defect location, defect causes, etc.
when collecting data from a production process
when data can be observed and collected repeatedly by the same person or at the same location
when standardizing a long list of actions, such as multiple preventive maintenance checks on a piece of equipment
ChecksheetHow to Do It?
1. Decide what will be observed. Develop definitions.
2. Decide when data will be collected and for how long.
3. Design the form. Set it up so that data can be recorded simply by making check marks, X’s, or similar symbols.
4. Label all spaces in the form.
5. Test the check sheet for a short trial period.
6. Each time an observation occurs, record the data on the check sheet.
Checksheet
If you are involved in a production oriented
function and you need to know what the degree of variation is in a particular
measurement for a process, you can use a
data checksheet such as the one shown.
Different ways to collect data
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Checksheet Different ways to collect data
This type of checksheetautomatically shows a
frequency distribution of the data. Information can also be collected in pictorial form. The example is a checksheet for
recording defects in the finish on car bumper bars.
Notes
What Is It?
a picture of the separate steps of a process in sequential order
can show a sequence of actions, materials or services entering or leaving the process, decisions that must be made, and people involved
Flowchart
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When to Use It?
• When a team begins to study an existing process for improvement
• When designing a new process
• When planning a project
• When better communication is needed between people involved in the process
Flowchart
How to Do It?
1. Decide on the process to flowchart.
2. Define the boundaries of the process: the beginning and the end.
3. Describe the beginning step of the process in an oval.
4. Ask yourself "what happens next?" and add the step to the flowchart as a rectangle. Continue mapping out the steps as rectangles connected by one-way arrows.
Flowchart
How to Do It?
5. When a decision point is reached, write the decision in the form of a question in a diamond and develop the "yes" and "no" paths. Each yes/no path must reenter the process or exit somewhere.
6. Repeat steps 4 and 5 until the last step in the process is reached.
7. Describe the ending boundary/step in an oval.
Flowchart
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Flowchart Symbols
Defines the boundaries of a process; shows the start or stop of a process.
Designates a single step in a process. Briefly describe the step inside the box. Usually, only one arrow goes out of the box.
A diamond signifies a decision point in the process. Write the type of decision made inside the diamond in the form of a question. The question is answered by two arrows-- "yes" and "no" --which lead to two different branches.
A small circle that surrounds a letter signifies where you pick up a process on the same page; represents a connection.
Shows the direction of moving from one step or decision to another
Flowchart
Process Flowchart
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Deployment Flowchart
Decision Flowchart
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Process Tools
Exercises
Presented by:
The Office of Human Resources
The Issue
Your organization wants to run a bus trip, for staff, to New York City during the winter break. What things need to be considered to make it a successful trip?
Brainstorming - Practice
In your group, BRAINSTORM a list of considerations.
Worksheet
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Nominal Group Technique - Practice
The Problem
For 2008 your organization will select an “employee of the year.” The person selected will be recognized at a dinner. In addition to $1,000 cash award, she/he will also receive a gift. $2,500 has been budgeted for the gift. We need to develop a list of gift options to present to the Board of Directors.
Worksheet
The Task: Develop a Affinity Chart for the following situation:
Affinity Chart Exercise
The Quality Improvement Team for the ZZ-400 Manufacturing Group was charged with developing a list of potential performance indicators. The indicators would be used to enhance the production process of the ZZ-400 chemical mixing machine. A team brainstorming session resulted in a solid list of indicators. Now they need to organize them in a logical fashionand have decided to create an Affinity Chart.
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Performance Indicators
Affinity Chart Exercise
% purity
% trace elements
Maintenance costs
# of emergency jobs
Lbs. Produced
Environmental accidents
Material costs
Overtime costs
# of pump seal failures
Viscosity
Safety
Days since last lost time
% rework or reject
Hours downtime
% uptime
# of OSHA recordables
# of customer returns
Customer complaints
Overtime/total hours worked
$/lb. produced
Raw material utilization
Yield
Utility costs
ppm water
Color
Service factor
Time between turnarounds
Hours worked/employee
Lb. Waste
% capacity filled
Worksheet
Force Field Analysis Exercise
The Issue: as part of Stockton College’s future expansion plans, they want to develop a retail complex on the college grounds (the complex would include lodging, dining and shopping outlets).
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Worksheet
Forces For Forces Against
The Task: Develop a Fishbone Diagram to assess causes of auto accidents.
Fishbone Exercise
As the manager of a local automobile club you are writing an article on driving safety for publication in a regional magazine. Recently there have been a rash of accidents where the drivers have lost control of their cars. People were hurt in these accidents which cannot be attributed to driver intoxication.
You feel that if the problem can be presented in a graphic format, the article might be more likely to get your readers seriously thinking about the problem. You call your staff together to construct a fishbone diagram to show the major and minor issue involved in causing drivers to lose control of their vehicles.
Worksheet
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The Task: Develop a Flowchart of the Cut Grass Process.
Your team’s flowchart should include the following:
• Starting and ending points of the process
• Sequence of the steps
• Decision points
• Appropriate symbols and connectors to use
Flowchart Exercise
Flowchart Symbols
Defines the boundaries of a process; shows the start or stop of a process.
Designates a single step in a process. Briefly describe the step inside the box. Usually, only one arrow goes out of the box.
A diamond signifies a decision point in the process. Write the type of decision made inside the diamond in the form of a question. The question is answered by two arrows-- "yes" and "no" --which lead to two different branches.
A small circle that surrounds a letter signifies where you pick up a process on the same page; represents a connection.
Shows the direction of moving from one step or decision to another
Worksheet