Professional Documents
Culture Documents
&
PROBLEM SOLVING
By
Amit Gaurav
M.R.
NLP Kanpur
“Why do we need Quality ?”
2
Why do we need ‘Quality’ ?
3
Problem Solving Technique
Question of Simple
Implementation
Problem Types
Problems
Known
C D
Solution
Unknown
A B
Require High
Really Worth Unknown Known
Solving & Level of Tech.
Challenging Root Cause
4
Problem Solving Technique
Types of Problem Solvers
Self
Problem
Negating,
Solving
Despairing
Type
Type
5
Whose perspective should we look at?
products
processes
results
outcomes
benefits
Lens of customer
6
Who are Our Customers?
1. End Users
Most Least
useful E.g. Consumer, User, Service heard
2. Intermediate customers
E.g. Retailer, Distributor, OEM
7
Why Do we need Quality Tools?
8
Problem solving - Methods & Tools
9
Problem solving - Methods & Tools
- Kaoru Ishikawa
10
7 QC TOOLS
The 7 QC Tools;
11
Flow chart
Check sheet
Histogram
Pareto Diagram Q
Cause & Effect
Scatter diagram
Flow chart
FLOW CHART
Check sheet
Histogram
Pareto Diagram
Scatter diagram
Control charts
12
FLOW CHARTS
What is a Flow chart ?
13
FLOW CHARTS
14
FLOW CHARTS
15
FLOW CHARTS
FLOW CHART SYMBOLS
16
FLOW CHARTS
A BASIC FLOW CHART
17
FLOW CHARTS
MACRO MINI MICRO
NO NO
Is it Are
Type POD approved? Approval settings Correct
Ok?
YES
YES
End Distribute
End
End
18
FLOW CHARTS
Real world usage of Flow charts
Production
Manufacturing
Accounting
Services
Restaurants
Real estate
19
FLOW CHARTS
20
FLOW CHART
21
7 QC TOOLS
The 7 QC Tools;
Check sheet
Histogram
Pareto Diagram
Scatter diagram
Control charts
22
CHECK SHEET
23
CHECK SHEET
24
CHECK SHEET
25
CHECK SHEET
SAMPLE CHECK SHEET
26
CHECK SHEET
SAMPLE CHECK SHEET
27
CHECK SHEET
SAMPLE CHECK SHEET
28
CHECK SHEET
SAMPLE CHECK SHEET
29
7 QC TOOLS
The 7 QC Tools;
Check sheet
Histogram
Pareto Diagram
Scatter diagram
Control charts
30
HISTOGRAM
What is a Histogram ?
31
HISTOGRAM
TITLE: __________________________
‘X’ Axis
32
HISTOGRAM
33
HISTOGRAM
Constructing a Histogram
34
HISTOGRAM
Constructing a Histogram
35
BAR WIDTH & BOUNDARY
1. Find the range of the data set I.e., Highest value - lowest.
?
36
INTERPRETING HISTOGRAM
Location & Spread of Data
A B
Target Target
C D
Target Target
37
INTERPRETING HISTOGRAM
38
INTERPRETING HISTOGRAM
Common Histogram Shapes
40
INTERPRETING HISTOGRAM
41
INTERPRETING HISTOGRAM
42
HISTOGRAM
Benefits of Histogram
43
HISTOGRAM
• MS Excel
• Minitab software
2. Exercise on Histogram
44
HISTOGRAM
Histogram of C1
10
8
Frequency
0
12 14 16 18 20 22
C1
Descriptive Statistics: C1
45
HISTOGRAM
Bin Frequency
Histogram 0 0
11.5 1
20 13 0
16
15 12 14.5 3
Frequency
8 9 16 12
10
5 17.5 8
3
5
1 19 16
0 0 0
0 20.5 9
0 11.5 13 14.5 16 17.5 19 20.5 22 23.5 22 5
Gap in mm 23.5 0
More 0
46
VISUALS
47
7 QC TOOLS
The 7 QC Tools;
Control charts
48
PARETO DIAGRAM
49
PARETO DIAGRAM
50
PARETO DIAGRAM
51
PARETO DIAGRAM
52
PARETO DIAGRAM
53
PARETO DIAGRAM
A SAMPLE PARETO CHART
54
PARETO DIAGRAM
• Minitab software
55
PARETO DIAGRAM
99% 100%
96% 100%
400 92%
90%
350
80%
74%
300 70%
60%
ACCIDENT IN NO.
250 54%
50%
200
40%
30%
150
128
30%
102
100
82 76 20%
50
10%
20
12
4
0 0%
MAINTENANCE - 1MAINTENANCE - 2OPEARATIONS - 1OPEARATIONS - 2 ADMINISTRATION TRAINING SAFETY
DEPARTMENT
56
PARETO DIAGRAM
300
Percent
60
200
40
100 20
0 0
Department
-1 -2 -1 -2 O
N
her
I
CE C E NS NS AT Ot
N N IO IO R
ENA ENA A T A T IST
R R N
NT NT EA EA
I
AI AI P P D M
M M O O A
Count 128 102 82 76 20 16
Percent 30.2 24.1 19.3 17.9 4.7 3.8
Cum % 30.2 54.2 73.6 91.5 96.2 100.0
57
7 QC TOOLS
The 7 QC Tools;
Flow chart
Check sheet
CAUSE & EFFECT DIAGRAM
Histogram
Pareto Diagram
Scatter diagram
Control charts
58
CAUSE & EFFECT DIAGRAM
Quality characteristic.
59
CAUSE & EFFECT DIAGRAM
60
CAUSE & EFFECT DIAGRAM
61
CAUSE & EFFECT DIAGRAM
62
CAUSE & EFFECT DIAGRAM
STEP 1 - Identify & define the effect
Negative (a problem)
63
CAUSE & EFFECT DIAGRAM
STEP 2 - Fill in the Effect Box & draw the spline
POOR
MILEAGE -
5 KMPL
64
CAUSE & EFFECT DIAGRAM
STEP 3 - Identify main categories
METHOD MACHINE
POOR
MILEAGE -
5 KMPL
PEOPLE MATERIAL
65
CAUSE & EFFECT DIAGRAM
STEP 4 - Identify Causes influencing the factors
METHOD MACHINE
Use wrong
gears Under inflated
tyres
Rash Carburetor
Driving adjustment
POOR
MILEAGE -
Poor 5 KMPL
Improper
maintenance
lubrication
Poor Wrong
Driving habits fuel
PEOPLE MATERIAL
66
CAUSE & EFFECT DIAGRAM
STEP 5 - Add detailed levels & Analyze the diagram
METHOD MACHINE
POOR
MILEAGE -
5 KMPL
PEOPLE MATERIAL
67
CAUSE & EFFECT DIAGRAM
68
CAUSE & EFFECT DIAGRAM
69
CAUSE & EFFECT DIAGRAM
70
CAUSE & EFFECT DIAGRAM
• Minitab software
71
CAUSE & EFFECT DIAGRAM
Cause & Effect Analysis for Low Income - Rs. 2500 P.m
Personal Family
N o interest Relativ es
Low Income
Society Office
72
7 QC TOOLS
The 7 QC Tools;
Histogram
Pareto Diagram
Scatter diagram
Control charts
73
SCATTER DIAGRAM
74
SCATTER DIAGRAM
To confirm a Hypothesis.
75
SCATTER DIAGRAM
INTERPRETATION OF SCATTER DIAGRAM
76
SCATTER DIAGRAM
77
SCATTER DIAGRAM
SCATTER PLOT STATISTICS:
78
SCATTER DIAGRAM
Line of Best Fit - Y Intercept Point at which line of best fit crosses Y axis
79
SCATTER DIAGRAM
INTERPRETATION OF SCATTER DIAGRAM
Strong correlation
Moderate correlation
Weak correlation
(Tan 45 degree = 1)
80
SCATTER DIAGRAM
81
SCATTER DIAGRAM
• Minitab software
82
7 QC TOOLS
The 7 QC Tools;
Flow chart
CONTROL CHARTS
Check sheet
UCL
Histogram
Pareto Diagram X
Scatter diagram
Control charts
83
CONTROL CHARTS
UCL
LCL
84
CONTROL CHARTS
85
CONTROL CHARTS
86
CONTROL CHARTS
• MS Excel
• Minitab software
87
VISUALS
88
OTHER QC TOOLS
89
7 QC TOOLS
The 7 QC Tools;
Stratification STRATIFICATION
60
Brain storming
Parameter Y
50
40
30
20
10
1 2 3 4 5 6 7 8 9 10 11
Parameter X
90
STRATIFICATION
What is Stratification ?
to be treated separately.
91
STRATIFICATION
How it is carried out ?
process.
92
STRATIFICATION
Example:
For instance, analysing ‘Quality’ cost.
Prevention cost
Appraisal cost
to 5 %
93
STRATIFICATION
Stable process
UCL
LCL
94
STRATIFICATION
Benefits of Stratification
UCL
1 2 3 X
LCL
95
7 QC TOOLS
The 7 QC Tools;
Brain storming
96
GRAPHS & CHARTS
What are Graphs & Charts?
A technique used to communicate information visually.
1. Bar graph
2. Line graph
97
GRAPHS & CHARTS
• MS Excel worksheet
98
VISUALS
99
7 QC TOOLS
The 7 QC Tools;
Stratification BRAINSTORMING
Brain storming
100
BRAINSTORMING
What is Brainstorming?
or solutions.
101
BRAINSTORMING
Benefits of Brainstorming
Creativity
102
BRAINSTORMING
Ground Rules
No discussion / No debate
103
BRAINSTORMING
Brainstorming sequence
104
BRAINSTORMING
1. A Demo on Brainstorming:
• Go to Brainstorming video.
2. Exercise on Brainstorming
105
VISUALS
106
DEFINING THE PROBLEM
START
80 • • 100%
PROCESS •
STEPS 60 • 75%
•
40 50%
DECISION
20 25%
A B C D E Other Check Sheet
STOP
Pareto Chart
Flow
Chart
IS IS NOT
WHAT?
Histogram
WHO?
WHERE?
WHEN?
HOW MUCH?
Capability Study
Is/Is Not Analysis Control Chart
107
A Quality Tool Belt
6. Report results.
4. Identify causes for the current 5. Develop a plan for improvement and
situation. how success will be measured.
Act Plan
Delighted
Customers
Study Do
108
Quality Improvement Story Board
1. Describe the OFI identified in 2.a. Identify the team members who will 3. Collect data regarding the
the Baldrige Assessment.* address the issue. current situation. Use any or all of
the following:
6. Report results.
4. Identify causes for the current 5. Develop a plan for improvement and
situation. how success will be measured.
and/or
and/or
109
THE IMPROVEMENT CYCLE
Define Measure Analyse
Select Project Define Measures (y’s) Identify Potential x’s
Define Project C1 C2 C3
Objective
Form the Team Evaluate Measurement Effect
System
C4 C5 C6
Analyse x’s
Run 1 2 3 4 5 6 7
Map the Process Determine Process 1
2
1
1
1
1
1
1
1
2
1
2
1
2
1
2
Identify Customer Stability 3 1 2 2 1 1 2 2
4 1 2 2 2 2 1 1
Requirements 5 2 1 2 1 2 1 2
Determine Process 6
7
2
2
1
2
2
1
2
1
1
2
2
2
1
1
Capability 8 2 2 1 2 1 1 2
xx
x
x x x
15 20 25 30 35
x x
Identify Priorities x
Set Targets for x
Update Project File Measures x
110
THE IMPROVEMENT CYCLE
Improve Control
Characterise x’s Control Critical x’s
y
.. .. . 10.2 Upper Control Limit
. .. .. . x
10.0
y=f(x1,x2,..) 9.6
1 5 10 15 20
y
Q
Set Tolerances for x’s Validate Control
Verify Improvement Plan
LSL USL
Close Project
15 20 25 30 35
111
PDCA LOOP IN ACTION
Team Problem
Solving Process 3. Acquire and Analyse Data
7. Verify the Results
112
PDCA LOOP IN ACTION
Draw Establish
Conclusions the Focus
Examine
the Current
DEFINE Situation
Standardise
the CONTROL MEASURE
Changes
Analyze
Act Plan the
ANALYZE Causes
Study
(Check) Do
IMPROVE
Study Act on
the the Causes
QC STORY
Results
DMAIC
PDSA/PDCA
113
SUMMARY
The tools listed above are ideally utilized in reducing the process
Improvement
Monitoring
Implementation
114
QUESTIONS ?
115