OPR

E 63

641

Tech

niqu

es a

nd T

ools

OPR

E 63

642

TQ

M O

pera

tio

nali

zed

•Fi

nd o

ut w

hat t

he c

usto

mer

wan

ts•

Des

ign

a pr

oduc

t or s

ervi

ce th

at m

eets

or

exc

eeds

cus

tom

er w

ants

•D

esig

n pr

oces

ses

that

faci

litat

es d

oing

th

e jo

b rig

ht th

e fir

st ti

me

•Ke

ep tr

ack

of re

sults

•Ex

tend

thes

e co

ncep

ts to

sup

plie

rs

OPR

E 63

643

Cont

inuo

us Im

prov

emen

t

●Ph

iloso

phy

that

see

ks to

m

ake

neve

r-end

ing

impr

ovem

ents

to th

e pr

oces

s of

con

verti

ng in

puts

into

ou

tput

s●

Kai

zen:

Jap

anes

e w

ord

for

cont

inuo

us im

prov

emen

t●

Star

t Con

tinuo

us

Impr

ovem

ent a

ny ti

me

with

cu

stom

er c

ompl

aint

s

OPR

E 63

644

Qu

ality

at

the s

ou

rce

The

philo

soph

y: M

ake

each

wor

ker

resp

onsi

ble

for t

he q

ualit

y of

his

or

her w

ork.

“Do

it

rig

ht.

I

f is

n't

rig

ht,

fix

it.

”

•W

ork

ers

under

stan

d t

hat

they

are

to

(a)

pro

vide

goods

or

serv

ices

that

mee

t sp

ecific

atio

ns

and

(b)

find a

nd c

orr

ect

mis

take

s th

at o

ccur.

•Eac

h w

ork

er b

ecom

es a

qual

ity

insp

ecto

r fo

r his

or

her

work

. Eac

h w

ork

er c

ertifies

that

the

pro

duct

mee

ts t

he

qual

ity

stan

dar

ds.

OPR

E 63

645

Pro

ble

m S

olv

ing

•Pr

oble

m s

olv

ing is

one

of

the

bas

ic p

roce

dure

s of

TQ

M

•To b

e ef

fect

ive,

pro

ble

m-s

olv

ing e

ffort

s sh

ould

fo

llow

a s

tandar

d,

syst

emat

ic a

ppro

ach

•A k

ey a

spec

t of

pro

ble

m s

olv

ing in T

QM

is

eli

min

ati

ng

th

e c

au

seso

that

the

pro

ble

m

does

not

reocc

ur

•TQ

M u

sers

thin

k of

pro

ble

ms

aso

pp

ort

un

itie

s fo

r im

pro

vem

en

t

•U

se s

tati

stic

al

meth

od

sw

here

ver

po

ssib

le

OPR

E 63

646

Pro

cess

Im

pro

vem

en

t an

d T

oo

ls

•Pr

oces

s im

prov

emen

t--a

syst

emat

ic a

ppro

ach

to im

prov

ing

perfo

rman

ce–

Proc

ess

map

ping

–An

alyz

e th

e pr

oces

s–

Red

esig

n th

e pr

oces

s•

Tool

s–

Tool

s ai

d in

dat

a co

llect

ion

and

inte

rpre

tatio

n,

and

prov

ide

the

basi

s fo

r dec

isio

n m

akin

g

OPR

E 63

647

Basi

c Q

uality

To

ols

•Fl

owch

arts

•C

heck

she

ets

•H

isto

gram

s•

Pare

to C

harts

•Sc

atte

r dia

gram

s•

Con

trol c

harts

•C

ause

-and

-effe

ct d

iagr

ams

•R

un c

harts

OPR

E 63

648

7 B

asi

c q

uali

ty i

mp

rovem

en

t to

ols

•R

un C

hart

-Tra

ckin

g Tr

ends

Show

cha

nges

in d

ata

over

tim

e | M

easu

re o

ne v

aria

ble

over

tim

e | C

olle

ct d

ata

sequ

entia

lly•

His

togr

am-P

roce

ss C

ente

ring,

Spr

ead

and

Shap

eO

rgan

ize

data

| Ev

alua

te p

roce

ss p

erfo

rman

ce |

Mon

itor p

roce

ss p

erfo

rman

ce b

efor

e an

d af

ter a

cha

nge

•C

ontr

ol C

hart

-Rec

ogni

zing

Sou

rces

of V

aria

tion

Mon

itor t

he p

erfo

rman

ce o

f a p

roce

ss o

ver t

ime

| Rec

ogni

ze a

nd c

ontro

l var

iatio

n in

a

proc

ess

| Met

hods

to m

inim

ize

varia

tion

and

defe

cts

•Pa

reto

Cha

rt-F

ocus

on

Key

Pro

blem

sAp

proa

ch p

robl

ems

syst

emat

ical

ly |

Dis

cove

r the

sou

rces

that

may

caus

e th

e m

ajor

ity o

f pr

oble

ms

| Usi

ng d

iffer

ent m

easu

rem

ent s

cale

s br

eak

dow

n pr

oble

ms

into

sm

alle

r one

s•

Flow

char

t-Pi

ctur

ing

the

Proc

ess

See

how

an

entir

e pr

oces

s w

orks

| Id

entif

y cr

itica

l poi

nts

in a

pro

cess

for d

ata

colle

ctio

n | L

ocat

e bo

ttlen

ecks

| Ev

ent,

peop

le a

nd m

ater

ial f

low

•

Scat

ter D

iagr

am-M

easu

ring

Rel

atio

nshi

ps B

etw

een

Varia

bles

Stat

istic

ally

test

a th

eory

abo

ut a

pos

sibl

e ca

use

and

effe

ct c

onne

ctio

n be

twee

n tw

o fa

ctor

s | T

est a

nd c

onfir

m a

hyp

othe

sis

usin

g qu

antit

ativ

e da

ta |

Dat

a an

alys

is•

Cau

se &

Effe

ct D

iagr

am-F

ind

and

Cur

e C

ause

s, N

ot S

ympt

oms

Stud

y a

prob

lem

con

ditio

n or

impr

ovem

ent o

ppor

tuni

ty to

find

its 'r

oot'

caus

es |

Blen

d cr

eativ

e th

inki

ng w

ith d

ata

anal

ysis

in th

e pr

oble

m-s

olvi

ng p

roce

ss

OPR

E 63

649

Ch

eck

Sh

eet

Bill

ing

Erro

rs

Wro

ng A

ccou

nt

Wro

ng A

mou

nt

A/R

Err

ors

Wro

ng A

ccou

nt

Wro

ng A

mou

nt

Mon

day

OPR

E 63

6410

Pare

to A

naly

sis

80%

of t

he

prob

lem

s m

ay b

e at

trib

uted

to

20%

of t

heca

uses

80%

of t

he

prob

lem

s m

ay b

e at

trib

uted

to

20%

of t

heca

uses

Smea

red

prin

t

Number of defects

Off

cent

erM

issi

ngla

bel

Loo

seO

ther

OPR

E 63

6411

Co

ntr

ol C

hart

970

980

990

1000

1010

1020

01

23

45

67

89

1011

1213

1415

UC

L

LCL

Sam

ples

OPR

E 63

6412

Cau

se-a

nd

-Eff

ect

Dia

gra

m

Eff

ect

Mat

eria

lsM

etho

ds

Equ

ipm

ent

Peop

le

Env

iron

men

t

Cau

se

Cau

se

Cau

se

Cau

se

Cau

se

Cau

seC

ause

Cau

se

Cau

seC

ause

Cau

se

Cau

se

OPR

E 63

6413

Fis

hb

on

e C

hart

-Tru

ck D

elivery

Failu

res

Truc

kD

eliv

ery

Failu

re

Pack

ing

list

inco

rrec

tIn

voic

em

issi

ng

Leav

e at

wro

ng ti

me

Driv

er d

oes

not

know

rout

ePo

or tr

uck

mai

nten

ance

Wro

ngin

form

atio

nLa

bel

stuc

k on

poor

lyW

rong

labe

l lo

catio

n

No

prot

ectiv

epa

ckin

gW

rong

con

tain

er

Qua

lity

inco

ntai

ner

inco

rrec

t

Truc

king

Ship

ping

Doc

umen

ts

Con

tain

erLa

belin

gPa

ckin

g

Late

st tr

affic

and

road

cond

ition

sno

t upd

ated

OPR

E 63

6414

Ish

ikaw

a C

au

se-E

ffect

Dia

gra

m

OPR

E 63

6415

Sca

tter

Plo

t

Rol

ler S

ettin

g (m

m)

Gar

age

Doo

r W

eigh

t (kg

)

OPR

E 63

6416

Ru

n C

hart

0.44

0.46

0.480.

50.

520.

540.

560.

58

12

34

56

78

910

1112

Tim

e (H

ours

)

Diameter

OPR

E 63

6417

Flow

char

t: O

rigi

nal T

rave

l Aut

hori

zatio

n Pr

oces

s

Secr

etar

yty

pes

trav

elau

thor

izat

ion

(TA

)

Secr

etar

yar

rang

esfo

r tic

kets

Trav

eler

info

rms

secr

etar

y

Toap

prov

ing

man

ager

To

man

ager

OK

?W

ait f

or

sign

atur

eYe

sN

oM

anag

erin

spec

ts T

ATr

avel

writ

es ti

cket

sW

ait

Sign

s

Dis

burs

ing

writ

es c

heck

Secr

etar

yge

ts ti

cket

s&

che

ckC

ompl

etes

TA

To T

rave

l &D

isbu

rsin

gde

part

men

tsTr

avel

erfe

tche

stic

kets

,ch

eck,

TA

Trav

els

Wai

t

OPR

E 63

6418

Flow

Cha

rt S

ymbo

lsA

ctiv

ity th

at a

dds

valu

e to

a w

orkp

iece

or

prov

ides

a value-adding

serv

ice

to a

cu

stom

er; u

sual

ly re

quire

s a

setu

p.O

pera

tion

Mov

emen

t of o

bjec

t fro

m o

ne w

ork

stat

ion

to a

noth

er; m

ovem

ent o

f cus

tom

er fr

om

one

oper

atio

n to

ano

ther

.Tr

ansp

orta

tion

Wor

k is

che

cked

for s

ome

char

acte

ristic

of

qual

ity; m

ay c

all f

or 1

00-p

erce

nt in

spec

tion

or in

spec

tion

by s

ampl

ing.

Insp

ectio

n

App

lies

to m

ater

ials

or d

ocum

ents

;m

ay b

e te

mpo

rary

or p

erm

anen

t.St

orag

e

Tim

e pe

rson

, mat

eria

ls, o

r doc

umen

ts w

ait

for n

ext o

pera

tion;

in lo

t del

ay, w

ait i

s fo

r ot

her i

tem

s in

the

lot t

o be

pro

cess

ed; i

n pr

oces

s de

lay,

ent

ire lo

t wai

ts fo

r w

orks

tatio

n or

oth

er b

ottle

neck

to c

lear

.

Del

ay

OPR

E 63

6419

Flow

char

t: R

evis

ed T

rave

l Aut

hori

zatio

n Pr

oces

s

Impr

oved

aut

horiz

atio

n pr

oces

s --

with

E-mail

Trav

eler

type

s an

dse

nds E-mail

mem

o to

man

ager

Totr

avel

er

Totr

avel

er

Dis

burs

ing

writ

esch

eck

Trav

elpr

ints

ticke

ts

If ye

s,no

tifie

str

avel

er,

Dis

burs

ing,

Trav

el d

ept.

Som

e de

lay

befo

rem

anag

erre

spon

ds

No

Trav

els

OPR

E 63

6420

Tra

ckin

g I

mp

rovem

en

ts

UC

L

LCL

LCL

LCL

UC

LU

CL

Proc

ess

not c

ente

red

and

not s

tabl

e

Proc

ess

cent

ered

and

stab

le

Add

ition

al im

prov

emen

tsm

ade

to th

e pr

oces

s

OPR

E 63

6421

Meth

od

s fo

r G

en

era

tin

g I

deas

•Br

ains

torm

ing

•Q

ualit

y ci

rcle

s•

Inte

rvie

win

g•

Benc

hmar

king

•5W

2H

OPR

E 63

6422

Meth

od

s Fo

r G

en

era

tin

g S

olu

tio

ns

Bra

inst

orm

ing

:Tec

hniq

ue

for

gen

erat

ing a

fre

e flow

of id

eas

to s

olv

e a

pro

ble

m

Qu

ali

ty C

ircl

es

:•

Gro

ups

of w

ork

ers

who v

olu

nta

rily

mee

t to

dis

cuss

way

s of

impro

ving p

roduct

s or

pro

cess

.•

The

circ

le c

om

prise

s a

num

ber

of w

ork

ers

who g

et

toget

her

per

iodic

ally

to d

iscu

ss w

ays

of im

pro

ving

pro

duct

s an

d p

roce

sses

•Q

ual

ity

circ

les

are

usu

ally

les

s st

ruct

ure

d a

nd m

ore

in

form

al t

han

tas

kforc

es e

ntr

ust

ed w

ith a

pro

ject

OPR

E 63

6423

Ben

chm

ark

ing

•In

volv

es iden

tify

ing c

om

pan

ies

or

oth

er

org

aniz

atio

ns

that

are

bes

t at

som

ethin

g a

nd

studyi

ng h

ow

they

do it,

to lea

rn h

ow

to

impro

ve y

our

oper

atio

n•

The

oth

er o

rgan

izat

ions

nee

d n

ot

be

in t

he

sam

e lin

e of

busi

nes

s as

yours

•Xer

ox

use

d a

mai

l-ord

er c

om

pan

y, L

L B

ean

, to

ben

chm

ark

ord

er f

illin

g

1.

Am

eri

can

Exp

ress

is w

ell-

know

n f

or

its

abili

ty t

o g

et

cust

om

ers

to p

ay u

p q

uic

kly.

2.

Dis

ney W

orl

d:

for

its

emplo

yees

com

mitm

ent.

3.

Fed

era

l Exp

ress

: f

or

its

spee

d.

4.

McD

on

ald

's:

for

its

consi

sten

cy.

5.

Xero

x:

for

its

ben

chm

arki

ng t

echniq

ues

.

OPR

E 63

6424

Su

pp

liers

can

g

ive i

deas

•Supplie

rs a

re p

artn

ers

in t

he

pro

cess

, an

d l

on

g-

term

rela

tio

nsh

ipsh

ould

be

enco

ura

ged

•Pa

rtner

ship

giv

es s

upplie

rs a

vital

sta

ke in

pro

vidin

g q

ual

ity

goods

and s

ervi

ces

•Supplie

rs c

an p

rovi

de

qual

ity

at t

he

sourc

e,

ther

eby

reduci

ng o

r el

imin

atin

g t

he

nee

d t

o

insp

ect

del

iver

ies

(IS

O 9

00

0/

QS

90

00

)

•Supplie

rs c

an p

artici

pat

e in

new

pro

du

ct

develo

pm

en

t

OPR

E 63

6425

Six

Sig

ma T

oo

ls &

Mo

du

les

Fund

amen

tal Q

ualit

y To

ols

Pare

to A

naly

sis

Proc

ess

Map

ping

Bra

inst

orm

ing

Cau

se-a

nd-E

ffect

Proc

ess

Cha

ract

eriz

atio

nD

efec

tives

Def

ects

Varia

bles

Dat

a

Cap

abili

ty A

naly

sis

Mea

sure

men

t Sys

tem

Eval

uatio

nD

esig

n of

Exp

erim

ents

Stat

istic

al P

roce

ss C

ontr

ol (S

PC)

Hyp

othe

sis

Test

ing

t Tes

tA

naly

sis

of V

aria

nce

(AN

OVA

)H

omog

enei

ty o

f Var

ianc

e (H

OV)

Chi

Squ

ared

(χ2 )

Line

ar R

egre

ssio

nFa

ilure

Mod

e an

d Ef

fect

s A

naly

sis

(FM

EA)

Shor

t and

Lon

g Te

rm A

naly

sis

Pow

er &

Sam

ple

Size

OPR

E 63

6426

Res

earc

h &

Dev

elop

men

t

•R

&D:

A Pr

edic

tor o

f Suc

cess

–D

efin

ition

s•

Res

earc

h: p

ushe

s bo

unds

of k

now

ledg

e–

Basi

c (k

now

ledg

e or

ient

ed)

–Ap

plie

d (p

robl

em o

rient

ed)

•D

evel

opm

ent:

tran

slat

es in

to to

ols/

outp

uts

–Ap

prop

riate

am

ount

s va

ry b

y in

dust

ry

•Tr

aditi

onal

R&D

Wea

knes

ses

–Sl

ow p

roce

ss•

Firs

t-to-

mar

ket c

once

pt (t

ime-

base

d co

mpe

titio

n)–

Neg

lect

of p

roce

ss d

esig

n

OPR

E 63

6427

QFD

: A

Model

for

the

Des

ign

Proce

ss

•Pr

ovid

es S

truct

ure

for I

nteg

ratin

g Pr

oduc

t and

Pr

oces

s D

esig

n•

Mul

tiple

Mat

rix R

epre

sent

atio

n (H

ouse

of Q

ualit

y)–

Wal

ls:

cust

omer

requ

irem

ents

(what’s

); co

mpe

titiv

e ev

alua

tion

–C

eilin

g: o

pera

ting

requ

irem

ents

(how’s

)–

Inte

rior:

cor

rela

tion

betw

een

wha

t’s a

nd h

ow’s

–R

oof:

cor

rela

tion

amon

g ho

w’s

–Ba

sem

ent:

targ

et v

alue

s fo

r how

’s–

Foun

datio

n:

com

petit

ive

eval

uatio

n of

how

s

OPR

E 63

6428

"Hou

se o

f Qua

lity"

for

Dry

Cle

aner

s Sho

p

XX

XX

AB

AB

B A

Cor

rela

tion:

Stro

ng p

ositi

vePo

sitiv

eN

egat

ive

Stro

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