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07 Problem Solving
07 Problem Solving
Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the qualityimprovement process.
Not hit or miss, but objective and systematic Not directed at symptoms, but rather at root causes
Follow Up
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.
Understand and utilize a systematic problem solving process Ask the right questions Present information clearly and unambiguously Make judgments based on information
PDSA Cycle
Seven QC Tools
ACT
PLAN
STUDY
DO
Gap Analysis
Internal or External Supplier Internal or External Customer
Requirements and Expectations
Input
Process A
Output
Quality Characteristics
ACT
Evaluate Solution
STUDY
DO
Implement Solution
Recognize Problem Form quality improvement teams Define Problem Analyze PLAN Problem Determine Possible Causes Identify Possible Solutions
Identify a problem area Identify the problems 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
ADOPT CHECK
PLAN DO
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.
ACT
Run charts Control charts Histograms Check sheets
PLAN
Why-Why diagram
STUDY
DO
Brainstorming
Success requires
787s not being delivered on time Utility outages too frequent Fast food outlet profits falling