Sources of Uncontrollable Factors Affecting the Performance of the Work Process and Its Output

Supplier

Input

Process

Output

User

External Forces

Conditions of Use

Characteristics in Work Process other than Human Intervention

Processes are often invisible and complex. Process outputs are often intangible and sometimes unique. Large amounts of paperwork are generated. Processes are often not well-defined or welldocumented. Similar activities are sometimes performed differently. Work is viewed as an event, not a process. Measurements are typically not used. Processes often have no owners.

Three Ways to Reduce Variation and Improve Quality

Control the Process Improve the System

Eliminate
Special-Cause Variation

Reduce
Common- Cause Variation

Quality Improvement

Anticipate Variation Create Robust Processes and Products

Understanding Robustness
A process is robust if its performance is insensitive to uncontrollable variations in process inputs, transformations, and external factors.

A process output or product is robust if its performance is insensitive to uncontrollable variations in conditions of manufacture, distribution, use, and disposal.

 Analysis of Robustness Be Creative

Develop a Robust Mind-Set

Robust Work Processes

1. Flowchart Work Process

2. Identify Uncontrollable Factors

Robustness Planning

3. Prioritize Effects of Uncontrollable Factors

4. Identify Work Process Changes

5. Select Best Alternative

Do
Check Act

6. Implement Changes
7. Monitor New Work Process 8. Standardize-Hold the Gains