QUALITY CONTROL

TECHNIQUES

Seven Quality Tools

Quality Improvement: Problem Solving

• The ability to identify and resolve quality-related issues
quickly and efficiently is essential to anyone working in
quality assurance or concerned with process
improvement. With the seven basic tools of quality in
your arsenal, you can easily manage the quality of your
product or process, no matter what industry you serve.
• Today, these quality control / management tools /
techniques are still considered the gold standard for
troubleshooting a variety of quality issues. They’re
frequently implemented in conjunction with today’s most
widely used process improvement methodologies
including various phases of Six Sigma, TQM, continuous
improvement processes, and Lean management.
Seven Quality Control Tools
• Flow Chart
• Check sheet
• Cause and Effect Diagram
• Pareto Chart
• Histogram
• Scatter diagram
• Control chart

Quality Improvement: Problem Solving

 Flowchart

• Most of us are familiar with flowcharts. Flowcharts are mostly used to

document work process flows. This tool is used when trying to
determine where the bottlenecks or breakdowns are in
work processes.
• Flow-charting the steps of a process provides a picture of what the
process looks like and can shed light on issues within the process.
• Flowcharts are also used to show changes in a process when
improvements are made or to show a new workflow process.
• Flow charts can be used in any field to break down complex processes
in a way that is easy to understand. Then, you can go through the
business processes one by one, identifying areas for improvement.
• This example provides a picture so those checking children in will
know the steps each takes depending on whether it is their first time
or a child who has been there before.
Example Flowchart
 Example Flowchart

Quality Improvement: Problem Solving

 Example Flowchart
Date: 9-30-00 Location: Graves Mountain
Analyst: TLR Process: Apple Sauce

Distance
Operation
Transport Description

Storage
Inspect

(feet)
(min)
Time
Delay
Step

of
process

1 Unload apples from truck 20

2 Move to inspection station 100 ft
3 Weigh, inspect, sort 30
4 Move to storage 50 ft
5 Wait until needed 360
6 Move to peeler 20 ft
7 Apples peeled and cored 15
8 Soak in water until needed 20
9 Place in conveyor 5
10 Move to mixing area 20 ft
11 Weigh, inspect, sort 30
Page
Quality1Improvement:
0f 3 Problem Solving Total 480 190 ft
 Check Sheet
• A check sheet is a basic quality tool that is used to collect data.
A check sheet might be used to track the number of times a
certain incident happens.
• As an example, a human resource department may track the
number of questions by employees, per category, per day.
• In this particular check sheet the tool shows the total number
of questions received by the human resources department.
• This information helps that department identify opportunities
to proactively share information with employees in an effort to
reduce the numbers of questions asked.
Example Check Sheet
 Cause and Effect (fish bone) Diagram
• A cause and effect diagram, also known as a fish-bone diagram
shows the many possible causes of a problem.
• To use this tool, you need to first identify the problem you are trying
to solve and simply write it in the box (head of the fish) to the right.
• Next, you will list the major causes of the problem on the spine of the
fish.
• Causes are typically separated into categories of people, process,
materials and equipment.
• Causes are then identified through brainstorming with a group
familiar with the problem.
• Once all of the possible causes are identified, they can be used to
develop an improvement plan to help resolve the identified problem.
Example Cause and Effect (Fish Bone)
Diagram
 Example Cause and Effect (Fish Bone)
Diagram
Measurement Human Machines

Faulty testing equipment Poor supervision Out of adjustment

Incorrect specifications Lack of concentration Tooling problems

Improper methods Inadequate training Old / worn

Quality
Inaccurate Problem
temperature Poor process
control Defective from vendor
design
Ineffective quality
Not to specifications management
Dust and
Dirt Material- Deficiencies
handling problems in product
design
Environment Materials Process
 Pareto Chart
• A Pareto chart is a bar graph of data showing the largest number
of frequencies to the smallest.
• A technique used to identify problems based on their degree of
importance
• Are used to identify and prioritize problems to be solved.
• In this example, we are looking at the number of product defects
in each of the listed categories.
• When you look at the number of defects from the largest to the
smallest occurrences, it is easy to see how to prioritize
improvements efforts.
• The most significant problems stand out and can be targeted
first.
 Example Pareto Chart
70
(64)
60

Percent from each cause 50

40

30

20
(13)
(10)
10 (6)
(3) (2) (2)
0
 Example Pareto Chart
30
28
% Complaints

25

20
16
15
12 12
10
6
5 4 3
0
Loose Stitching Button Material
Threads flaws problems flaws
 To construct the skeleton, here are some tips:
• For manufacturing - the 4 M’s
man, method, machine, material
• For service applications – the 3 P’s and 1 E
equipment, policies, procedures, people

Quality Improvement: Problem Solving

 Histogram
• Histograms are bar chart pictures of data that shows patterns that fall
within typical process conditions.
• It shows the frequency distribution of observed values and what type of
distribution a particular variable displays, normal, etc
• Changes in a process should trigger new collection of data.
• A minimum of 50-75 data points should be gathered to ensure an
adequate number of data points have been collected.
• The patterns that are detected demonstrate an analysis that helps
understand variation.
• If the histogram is normal then the graph will have a bell-shaped curve.
• If it is abnormal, it can take different shapes based on the condition of
the distribution. Histograms are used to measure one thing against
another and should always have a minimum of two variables.
• In this example, it shows that the receptionist received the most phone
calls about contribution statements for that period.
Example Histogram
 Scatter Diagrams

• Scatter diagrams are graphs that show the

relationship between variables. Variables often
represent possible causes and effect.
• As an example, a scatter diagram might show the
relationship between how satisfied volunteers are
that attend orientation training.
• The diagram shows the relationship between
volunteer satisfaction scores and volunteer
orientation training.
Example Scatter Diagram
 Control Charts
• A control chart is a good tool for monitoring performance and
can be used to monitor any process that relates to the function
of an organization. These charts allow you to identify the
stability and predictability of the process and identify common
causes of variation.
• Control charts or run charts are used to plot data points over
time and give a picture of the movement of that data.
• These charts demonstrate when data is consistent or when
there are high or low outliers in the occurrences of data.
• It focuses on monitoring performance over time by looking at
the variation in data points.
• And it distinguishes between common cause and special
cause variations.
Example Control Charts
 Example Control Chart
27

24
UCL = 23.35
21
Number of defects

18 c = 12.67

15

12

6
LCL = 1.99
3

2 4 6 8 10 12 14 16
Sample number
 Summary

• Each of these quality tools has unique advantages for

certain situations. And, not all tools are used for all
problem-solving.
• Once a tool is learned, it can be adapted to different
problem-solving opportunities.
• Additionally, as with anything else, using tools properly
takes practice and experience.