1. introduction to process & process management
DESCRIPTION
ProcessTRANSCRIPT
QUALITY TOOLS & TECHNIQUES
By: -Hakeem–Ur–Rehman
IQTM–PU 1
TQ TINTRODUCTION TO PROCESS &
PROCESS MANAGEMENT
CHANGING SCOPE OF “QUALITY”
PRODUCTQUALITY
ORGANIZATIONALPERFORMANCEProducts, Processes,
Systems, Departments
FROM
TO
EVOLUTION OF QUALITY FIELD
Product Insp. to Process to System to Culture to Performance Control (Opr Mgt ) Change
TQM+ – Wave II Lean Six
Sigma
Six Sigma
KnowledgeMgt.
IT
TQM – Wave IHRM
GROUPDYNAMICS
Teams
Efficiency
BPR
TPM
JIT/MRP
QAISO9000
OPR MGT.
QCSPC
QualityCircles
Inspection/Testing
Metrology
3
WHAT IS A PROCESS?
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A PROCESS is a logical, related, sequential (connected) set of activities that takes an input from a “supplier”, adds value to it, and produces an output that goes to the “customer”.
Inputs Outputs
GoodsServices
Process
Resources: Labor & Capital
The Process View of an Organization
Flow units(raw material, customers)
An Input-Process-Output (IPO) diagram, also known as a general process diagram,
provides a visual representation of a process by defining a process and demonstrating the relationships between input and output elements.
The input and output variables are known as ‘factors’ (X) and ‘responses’ (Y) , respectively.INPUTS OUTPUT
S
BILLING PROCESS
Data Entry Method Amount of Personnel Training
Method for obtaining bill from information
Time to complete a bill
Number of errors / bill
KPIVs & KPOVs
X1 , X2 , X3 KPIVs PROCESS KPOVs Y1 , Y2 , Y3
X1 =Ink ViscosityX2 =Machine SpeedX3 =Paper WeightX4 =Paper GlossX5 =Formulation
KPIVs PRINITING PROCESS
KPOVs
Y1 =Mis-registrationY2 =Faded ColorY3 =SpotsY4 =Poor adhesionY5 =Over coloring
PROCESS FLOW DIAGRAM
(FLOW CHART) A Flowchart is a diagram that uses graphic symbols to represent the nature and flow of the steps in a process / system.
Deciding when & where to collect data
FEW SYMBOLS USED IN FLOW DIAGRAMProcess Symbol“An Operation or Action step”
Terminator Symbol“Start or Stop Point in a process”
Inventory / Buffer“Raw Material / Finished Goods Storage”
Inventory / Buffer“Partial Finished Goods “Work In Process” Storage”
Document Symbol“A Document or Report”
Database Symbol“Electronically Stored Information”
Flow Line
Decision Point
PROCESS FLOW DIAGRAM (Cont….)
1.What you THINK it is …
2.What it ACTUALLY is…
3.What it SHOULD be…
PROCESS MAPPING LEVELS
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LEVEL–1: The Macro Process Map, sometimes called a Management Level or viewpoint.
LEVEL–2: The Process Map, sometimes called the worker level or viewpoint. This example is from the perspective of the pizza chef.
LEVEL–3: The Micro Process Map, sometimes called the Improvement level or viewpoint. Similar to a level–2, it will show more steps and tasks and on it will be various performance data; yields, cycle time, value and non-value added time, defects, etc.
TYPES OF PROCESS MAPS
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THE LINEAR FLOW PROCESS MAP
As the name states, the diagram shows the process steps in a sequential flow, generally ordered from an upper left corner of the map towards the right side.
THE DEPLOYMENT FLOW or SWIM LANE PROCESS MAP
The value of the swim lane map is that is shows you who or which department is responsible for the steps in a process. This can provide powerful insights in the way a process performs. A timeline can be added to show how long it takes each group to perform their work. Also each time work moves across a swim lane, there is a “Supplier – Customer” interaction. This is usually where bottlenecks and queues form.
TYPES OF PROCESS MAPS: SIPOC DIAGRAM
Suppliers Inputs Process Outputs Customers
6) Who are the Suppliers of the
Inputs?
5) What are the Inputs of the Process?
2)a. What is the start of the
process?
1) What is the process?
2) b. What is the end of the process?
3) What are the outputs of the process?
4) Who are the customers of the
outputs?
TYPES OF PROCESS MAPS: SIPOC DIAGRAM
Example SIPOC Diagram of Husband making wife a cup of tea.
ORGANIZATION’S OUTPUT Vs OUTCOME
CO
MPA
NY
Quality of Sales
Quantum of Sales
OUTCOME
OUTPUT
EXAMPLE
POST OFFICE Number of Letters Number of Post Offices Number of Transactions
Delivery Rate Damage Rate Transactions/day/person
UNIVERSITY Number of Students Number of Teachers Number of Programs Number of Branches
Graduate Competency Rate Job Placement Rate Difference in Market Salary % of Satisfied Graduates % of Satisfied Employers
PRODUCTION DEPT.
Number of items Produced Types of Product Produced
% Defectives / Rejected Cost of Production/item Number of items/unit time
TESTINGDEPT.
Number of tests Types of Tests
Measurement Error % Delays of tests Cost of unit test
HRD Number of persons hired Number of Trainings
Core Competence Duration of vacant posts % of Poor Hiring
OUTPUT OUTCOME
Quality Objectives
QUESTIONS
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