quality and performance excellence 7e chapter 4

7/23/2019 Quality and Performance Excellence 7E Chapter 4

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Chapter 4Chapter 4

Tools and Techniques forTools and Techniques forQuality ImprovementQuality Improvement


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Outline Explain the philosophy and approaches to

continuous improvement

Describe systematic improvement

processes

Illustrate the application of a variety oftools for process improvement

Discuss breathrou!h improvement andthe importance of creativity andinnovation"

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Control vs"

Improvement

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%rocess Improvement To improve a process& it must be

'epeatable

(easurable (any or!ani)ations use a variety of

approaches& includin! formal problem*solvin! methodolo!ies to identifypotential improvements& analy)e data&and implement solutions"

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+ai)en

+ai)en, a -apanese .ord thatmeans !radual and orderlycontinuous improvement

/ocus on small& !radual& andfrequent improvements over the

lon! term .ith minimum 0nancialinvestment& and participation byeveryone in the or!ani)ation"


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+ai)en Event 2+ai)en

3lit) 5 ai)en event 2ai)en blit)is anintense and rapid improvementprocess in .hich a team or a

department thro.s all itsresources into an improvementpro6ect over a short time period&

as opposed to traditional ai)enapplications& .hich are performedon a part*time basis"

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8tructured Improvement%rocesses

'ede0ne and analy)e problems

9enerate ideas Evaluate ideas and select a

solution

Implement the solution

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Example; EastmanChemical Improvement

%rocess /ocus and pinpoint

Communicate

Translate and lin

Create a mana!ement action plan

Improve processes (easure pro!ress and provide feedbac

'einforce behaviors and celebrate results

=hat chan!es can .e mae that .ill result inimprovement>

?o. .ill .e no. that a chan!e is animprovement>

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%lan 21 of #1" De0ne the process; its start& end& and .hat it does"

#" Describe the process; list the ey tass performed andsequence of steps& people involved& equipment used&environmental conditions& .or methods& and materialsused"

$" Describe the players; external and internal customers andsuppliers& and process operators"

4" De0ne customer expectations; .hat the customer .ants&

.hen& and .here& for both external and internal customers"

" Determine .hat historical data are available on processperformance& or .hat data need to be collected to betterunderstand the process"

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%lan 2# of #7" Describe the perceived problems associated

.ith the processB for instance& failure to meetcustomer expectations& excessive variation&lon! cycle times& and so on"

:" Identify the primary causes of the problemsand their impacts on process performance"


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Do1" Conduct a pilot study or experiment to

test the impact of the potentialsolution2s"

#" Identify measures to understand ho.any chan!es or solutions aresuccessful in addressin! the perceived

problems"

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8tudy

1" Examine the results of the pilot studyor experiment"

#" Determine .hether processperformance has improved"

$" Identify further experimentation thatmay be necessary"

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5ct1" 8elect the best chan!e or solution"

#" Develop an implementation plan; .hatneeds to be done& .ho should be

involved& and .hen the plan should beaccomplished"

$" 8tandardi)e the solution& for example& by.ritin! ne. standard operatin!

procedures"

4" Establish a process to monitor andcontrol process performance"

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8ix 8i!ma D(5IC(ethodolo!y

1" De0ne

#" (easure$" 5naly)e

4" Improve

" Control

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De0ne

Describe the problem inoperational terms

Drill do.n to a speci0c problemstatement 2pro6ect scopin!

Identify customers and CTQs&

performance metrics& andcostrevenue implications

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(easure +ey data collection questions

=hat questions are .e tryin! toans.er>

=hat type of data .ill .e need toans.er the question>

=here can .e 0nd the data>

=ho can provide the data> ?o. can .e collect the data .ith

minimum eort and .ith minimumchance of error>

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5naly)e

/ocus on .hy defects& errors& orexcessive variation occur

8ee the root cause

*=hy technique

Experimentation and veri0cation

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%areto Dia!rams

5 %areto distributionis one in .hichthe characteristics observed are

ordered from lar!est frequency tosmallest" 5 %areto dia!ramis ahisto!ram of the data from thelar!est frequency to the smallest"

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quality and performance excellence 7e chapter 4

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