Problem Management Chart - PowerPoint by bgi75182

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									                             Agenda                    Week 5


   Review Homework                        Week 6 Assignment
    •   Problems: Ch 2: 3, 7, 12            •   Homework
                                                 • Problems Ch 3: 2, 4
   Lecture/discussion
                                            •   Desksides: 7 QC Tools
    •   Chapter 3: Problem Solving
                                                 • Flow chart
         •   PDSA                                • Pareto chart
              •   Deming                         • Histogram
              •   Text-10 Point Method           • Cause and Effect Diagram
              •   Florida Power and Light        • Check sheet
              •   Xerox                          • Scatter diagram
              •   HP                             • Control chart

                                            •   Management tools
                                                 • Why-why

                                                 • Force field analysis

                                                 • Brainstorming*


                        Quality Improvement: Problem Solving
Quality Improvement:
     Problem Solving
          Chapter Three




     Quality Improvement: Problem Solving
What is QC
Problem Solving?
      “Problem solving, the isolation and
    analysis of a problem and the
    development of a permanent solution, is
    an integral part of the quality-
    improvement process”.
    •   Not hit or miss, but objective and systematic
    •   Not directed at symptoms, but rather at root
        causes

                 Quality Improvement: Problem Solving
Problem Solving Process
   Symptom
  Recognition

         Fact
        Finding

             Problem
          Identification                        Follow Up
                    Idea
                  Generation

                        Solution
                      Development

                               Plan
                          Implementation

             Quality Improvement: Problem Solving
All Managers Need Problem
Solving Skills
   80% of problems are external to QC
    organizations
   Quality problems transcend individual
    functions
   Companies need multi-discipline problem
    solving approach
    Management involvement and
    commitment is crucial           Source: Feigenbaum, Total Quality Control, 1991, p. 151.




              Quality Improvement: Problem Solving
Problem Solving Skills for
Managers
   Understand and utilize a systematic
    problem solving process
   Ask the right questions
   Present information clearly and
    unambiguously
   Make judgments based on information

    PDSA Cycle                Seven QC Tools
             Quality Improvement: Problem Solving
10 Problem Solving Steps
                                   Recognize
                                    Problem


            ACT              PLAN



          STUDY                DO




         Quality Improvement: Problem Solving
Gap Analysis
Internal or
 External
 Supplier


                                                      Internal or
  Input       Process A         Output                 External
                                                      Customer


                 Quality                                    Requirements
                 Characteristics                            and
                                                            Expectations

                                    Are there any gaps?


               Quality Improvement: Problem Solving
10 Problem Solving Steps
       Continuous                 Recognize
      improvement                  Problem
  Ensure                                 Form quality
performance                             improvement
                ACT                         teams
                                              Define
                                             Problem
 Evaluate                                   Analyze
            STUDY                PLAN
 Solution                                   Problem
                                          Determine
                                           Possible
                      DO
                                           Causes
                                     Identify
        Implement                    Possible
         Solution                   Solutions
             Quality Improvement: Problem Solving
Florida Power & Light’s 7
step model
   Identify a problem area
   Identify the problem’s component parts
   Search data for root causes
   Identify and select countermeasures
   Confirm the problem responds to the
    correction
   Assure non-recurrence
   Decide what will be done with future problems
    - evaluate team effectiveness
               Quality Improvement: Problem Solving
Xerox Problem Solving
Process




        Quality Improvement: Problem Solving
Process Analysis Method
              UNDERSTAND

                   SELECT

                  ANALYZE



     ADOPT                                  PLAN


     CHECK                                      DO



         Quality Improvement: Problem Solving
Why do we need the 7 QC
tools?
   TQM is data driven: data are impersonal;
    opinions are not.
   Experience is gained quickest by
    collecting and analyzing data.
   The 7 QC tools provide common
    methods of analysis to help problem
    solving teams operate effectively.


              Quality Improvement: Problem Solving
 PDSA and QC Tools
                                                Brainstorming
                                                   Pareto analysis


                     ACT             PLAN                Why-Why diagram



  Run charts
                                                      Cause and effect
Control charts     STUDY               DO                  diagram
  Histograms                                        Scatter diagrams
   Check sheets                                    Control charts
    Scatter diagrams                        Check sheets
               Pareto charts            Run charts


                  Quality Improvement: Problem Solving
Brainstorming
                              Purpose - generate a
                               list of
                               •   problems
                               •   opportunities
                               •   ideas
                              Success requires
                               •   no criticism
                               •   no arguing
                               •   no negativism
                               •   no evaluation
        Quality Improvement: Problem Solving
Problems for
“Why-Why” discussion
   What are the root                    Construct a “Why-
    causes?                               why” diagram
    •   787’s not being                   •   List problem
        delivered on time                     statement
    •   Utility outages too               •   Ask why 5 times;
        frequent                              record responses
    •   Fast food outlet
        profits falling




                   Quality Improvement: Problem Solving

								
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