Agenda

1. Agenda Week 5 • Review Homework • Problems: Ch 2: 3, 7, 12 • Lecture/discussion • Chapter 3: Problem Solving • PDSA • Deming • Text-10 Point Method • Florida Power and Light • Xerox • HP • Week 6 Assignment • Homework • Problems Ch 3: 2, 4 • Desksides: 7 QC Tools • Flow chart • Pareto chart • Histogram • Cause and Effect Diagram • Check sheet • Scatter diagram • Control chart • Management tools • Why-why • Force field analysis • Brainstorming* Quality Improvement: Problem Solving

2. Quality Improvement: Problem Solving Chapter Three Quality Improvement: Problem Solving

3. What is QCProblem 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

4. Problem Solving Process Symptom Recognition Fact Finding Problem Identification Follow Up Idea Generation Solution Development Plan Implementation Quality Improvement: Problem Solving

5. 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

6. 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 Seven QC Tools PDSA Cycle Quality Improvement: Problem Solving

7. 10 Problem Solving Steps Recognize Problem ACT ACT PLAN PLAN STUDY STUDY DO DO Quality Improvement: Problem Solving

8. Gap Analysis Internal or External Supplier Internal or External Customer Process A Output Input Requirements and Expectations Quality Characteristics Are there any gaps? Quality Improvement: Problem Solving

9. 10 Problem Solving Steps Recognize Problem Continuous improvement Form quality improvement teams Ensure performance ACT Define Problem Evaluate Solution Analyze Problem STUDY PLAN Determine Possible Causes DO Identify Possible Solutions Implement Solution Quality Improvement: Problem Solving

10. 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

11. Xerox Problem Solving Process Quality Improvement: Problem Solving

12. Process Analysis Method UNDERSTAND SELECT ANALYZE ADOPT PLAN CHECK DO Quality Improvement: Problem Solving

13. 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

14. PDSA and QC Tools Brainstorming Pareto analysis ACT ACT PLAN PLAN Why-Why diagram Run charts Cause and effect diagram STUDY STUDY DO DO Control charts Histograms Scatter diagrams Check sheets Control charts Scatter diagrams Check sheets Pareto charts Run charts Quality Improvement: Problem Solving

15. Brainstorming • Purpose - generate a list of • problems • opportunities • ideas • Success requires • no criticism • no arguing • no negativism • no evaluation Quality Improvement: Problem Solving

16. What are the root causes? 787’s not being delivered on time Utility outages too frequent Fast food outlet profits falling Construct a “Why-why” diagram List problem statement Ask why 5 times; record responses Problems for“Why-Why” discussion Quality Improvement: Problem Solving