Total Quality Management

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SESSION – 8

Quality Management Tools

TQM

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Agenda

• Classic Quality Tools

• Management Tools (New Quality

Tools)

• Other tools

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Classic Quality Tools

• There are 7 Classic Quality Tools, also known

as basic QC tools.

• Flowchart

• Check Sheet

• Cause-and-Effect Diagram

• Pareto Chart/Diagram

• Control charts

• Histograms

• Scatter Diagrams

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Flowchart

• Graphical description of how work is done.

• Used to describe processes that are to be

improved.

• " Draw a flowchart for whatever you do. Until

you do, you do not know what you are doing,

you just have a job.” -- Dr. W. Edwards Deming.

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Flowchart

• A flowchart may be used to:

• Document the as-is condition of a process.

• Reflect changes that are to be made to a process

• Design an entirely new process.

• Fulfill ISO 9001:2008 standard’s requirement to

identify and document the organization’s processes

and the sequence and interaction of these

processes.

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Flowchart

• 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

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Flowchart

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Sample Flowchart

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Deployment Flowchart

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Deployment Flowchart

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Check Sheet

• Sometimes also called as “Tally sheet”.

• Tool for gathering information on root causes.

• Check sheets are used to collect data on the

frequency of occurrence of particular events

or defects

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Check Sheet

• Purpose: Forms/Formats specially prepared

to enable data to be collected simply by check

marks

• Application: Used by inspectors during

checking of the process.

• Examples:

• Check sheet for defective items

• Check sheet for defect locations

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Check Sheet – Example

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Check Sheet – Example

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Check Sheet – Example

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Check List Vs Check Sheet

• Check List – guidelines, things to do, things to

check

• Check Sheet – Summary of check list,

recording observations of

check list.

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Check List – Example

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Scatter Diagram

• Purpose: To study and evaluate the

interrelationship between two characteristics

• Application: Commonly used to investigate

the effect of one characteristic on other. For

example, temperature effect on the strength

of metal, moisture effect on elongation, tec.

• Outputs:

• Positive correlation

• Negative correlation

• No correlation

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Scatter Diagram

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Scatter Diagram

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Cause & Effect Diagram

• Also known as Fish Bone diagram and

Ishikawa Diagram.

• It is a tool for discovering all the possible

causes for a particular effect.

• The major purpose of this diagram is to act as

a first step in problem solving by creating a list

of possible causes.

• Carryout root cause analysis of the

causes/reasons through brain storming.

• Output: Identification of most contributing

causes.

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Cause & Effect Diagram

• Constructing a Cause and Effect Diagram • First, clearly identify and define the problem or effect for

which the causes must be identified. Place the problem or effect at the right or the head of the diagram.

• Identify all the broad areas of the problem.

• Write in all the detailed possible causes in each of the broad areas.

• Each cause identified should be looked upon for further more specific causes.

• View the diagram and evaluate the main causes.

• Set goals and take action on the main causes.

• To construct the skeleton, guideline (not always):

• For manufacturing - the 4 M’s

man, method, machine, material

• For service applications

equipment, policies, procedures, people

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Cause and Effect “Skeleton”

Quality

Problem

Materials

Equipment People

Procedures

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Fishbone Diagram

Quality

Problem

Machines Measurement Human

Process Environment Materials

Faulty testing equipment

Incorrect specifications

Improper methods

Poor supervision

Lack of concentration

Inadequate training

Out of adjustment

Tooling problems

Old / worn

Defective from vendor

Not to specifications

Material-

handling problems Deficiencies

in product

design

Ineffective quality

management

Poor process

design

Inaccurate

temperature

control

Dust and

Dirt

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Ishikawa Diagram

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Pareto Chart/Diagram

• Identification of “vital few” and the “useful

many” (previously called as “trivial many”)

causes.

• Pareto charts are used to identify and

prioritize problems to be solved.

• They are actually histograms aided by the

80/20 rule adapted by Joseph Juran.

• Remember the 80/20 rule states that

approximately 80% of the problems are

created by approximately 20% of the causes.

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Pareto Chart

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Pareto Chart Benefits

Pareto analysis helps graphically display

results so the significant few problems

emerge from the general background.

It tells you what to work on first.

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Histograms

• A histogram is a bar graph that shows

frequency data.

• Histograms provide the easiest way to

evaluate the distribution of data.

• It determines the spread or variation of a set

of data points in a graphical form.

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Histograms

0

5

10

15

20

25F

req

uen

cy

Category

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Histograms

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Control Charts

• A method for monitoring a process for

preventing defects.

• Control charts are used to determine whether

a process will produce a product or service

with consistent measurable properties.

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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.

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Control Charts

• Steps Used in Developing Process Control Charts:

• Identify critical operations in the process where inspection might be needed.

• Identify critical product characteristics.

• Determine whether the critical product characteristic is a variable or an attribute.

• Select the appropriate process control chart.

• Establish the control limits and use the chart to monitor and improve.

• Update the limits.

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Control Charts – Sample

18

12

6

3

9

15

21

24

27

2 4 6 8 10 12 14 16

Sample number

Num

ber

of

defe

cts

UCL = 23.35

LCL = 1.99

c = 12.67

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Why use Control harts

• 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

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Control Charts – Sample

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Assignment

• Draw a flowchart for the complete process of

successful admission in the MEM Program at

NED University.

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Exercise

• Handout – contains few sample exercises for

self practice.

• Chapter 18 (Revised 3rd edition) exercies:

• 1, 2, 3, 4, 5, 19, 20, 25, 26, 28, 29

• Control chart exercises

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THE END