4 QC Tools3 b7 BL

General
Problem Solving Tools
Problem and Problem Solving
• In a broad sense, a problem exists when an individual
becomes aware of a significant difference between
what actually is and what is desired.
• Problem solving has been defined as higher‐order
cognitive process that requires the modulation and
control of more routine or fundamental skills. It
occurs if an agent does not know how to proceed
from a given state to a desired goal state.
• It is part of the larger problem process that includes
problem finding and problem shaping.
CopyRight © Dr QP Yang 1
The Basic Seven Tools
The Basic Seven Tools
• Run chart
• Check Sheet
• Histogram
• Scatter diagram
• Cause and effect diagram
• Pareto chart
• Flow chart
Run Chart
• A line graph of data points plotted in
chronological order that helps detect special
causes of variation.
• Typically representing the output or
performance of a manufacturing or other
business process.
• Similar to the control charts in SPC, but without
showing control limits.
Run Chart
Run Chart
Why Use Run Charts?
• Understand process variation
• Analyze data for patterns
• Monitor process performance
• Communicate process performance
Check Sheet
• Sometimes called a tally sheet.
• A structured, prepared form for collecting and
analyzing data.
• Designed for the quick, easy, and efficient
recording of the desired information.
• Each time the targeted event or problem
occurs, record data on the check sheet.
Check Sheet
Shifts
   

Defect Type
 
 
 
Check Sheet
COMPONENTS REPLACED BY LAB

TIME PERIOD: 4 Dec to 8 Dec 2010
REPAIR TECHNICIAN: Bob
TV SET MODEL 1013

Integrated Circuits ||||
Capacitors |||| |||| |||| |||| |||| ||
Resistors ||
Transformers ||||
Commands
CRT |
Histogram
• A histogram is a bar graph that shows
frequency data.
• Histograms provide the easiest way to evaluate
the distribution of data.
− Unimodal or bimodal
− Symmetric or skewed
− Type of distribution (e.g. normal, uniform, etc)
− Mean, standard deviation, other statistics
Histogram
Scatter Diagram
• Also called scatterplot or scatter graph
• Graphs pairs of numerical data, with one
variable on each axis, to look for a relationship
between them.
• If the variables are correlated, the points will
fall closer to a line or curve.
Scatter Diagram
Cause and Effect Diagram
• Show the relationships between a problem and
its possible causes.
• Developed by Kaoru Ishikawa (1953)
• Also known as
− Fishbone diagrams
− Ishikawa diagrams
Cause and Effect Diagrams
• The starting point is a list of the possible causes of an
effect.
• A hierarchy of causes
− MAIN‐GROUP
− Sub‐group
− Immediate cause
− Deeper cause
• They focus attention on the deepest causes which
should be the target for improvement action.
Cause and Effect Skeleton
Materials Method
Quality
Problem
People Machine
Typically the skeleton includes:
• For manufacturing ‐ the 4 Ms (or 5Ms, 8Ms)
− man, method, machine, material
• For service applications
− equipment, policies, procedures, people
Fishbone 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 design
control Defective from vendor
Ineffective quality
Not to specifications management
Dust and Dirt
Material- Deficiencies
handling problems in product design
Environment Materials Process
PEOPLE NOT CLEANED RIGHT MACHINE
WATER TEMPERATURE WRONG
NO TRAINING
THERMOSTAT DEGRADING
NO PROCEDURE
DIRTY
RUSHED
NO REGULAR MAINTENANCE
‘NOT THEIR JOB’

POOR
TASTING
INCONSISTENT STALE COFFEE
PROCSS
COFFEE
NO CRITERIA
NO PROCEDURE FOR TRASHING
COFFEE LEFT IN POT
TOO LONG
BAD COFFEE
DIFFERENT ‘SCOOPERS’
LAST ONE
MAKES COFFEE
MEASUREMENT ERROR
CHEAP COFFEE BAD WATER
NO CRITERIA NO PURSHASE
WATER LINE CONTAMINATED
GUIDELINES
CHEAP FILTER
FILTER PROBLEM
METHOD MATERIAL
FILTER ‘CURLING’
• Advantages
− Making the diagram is educational in itself.
− Diagram demonstrates knowledge of problem
solving team.
− Diagram results in active searches for causes.
− Diagram is a guide for data collection.
Pareto Principle
• Also known as the 80‐20 rule, the law of the vital
few and the principle of factor sparsity.
• It states that for many phenomena, 80% of the
consequences stem from 20% of the causes.
• Suggested by management thinker Joseph Juran
and named after the Italian economist Vilfredo
Pareto, who observed that 80% of income in Italy
was received by 20% of the Italian population.
Pareto Analysis
• Aim to separate the vital few from the useful
many, i.e. to prioritise actions.
• The method and the rule are applicable with
different problem criteria:
− Fault incidence, Costs, Stock‐holdings, etc.
• The analysis must be either effects or causes, the
two together will distort an analysis.
Flowcharts
• Flowcharts
− Graphical description of how work is done.
− Used to describe processes that are to be improved.
• "Draw a flowchart for whatever you do. Until
you do, you do not know what you are doing,
you just have a job.” (Dr. W. E. Deming).
Basic Flow Chart Symbols Below Used for
Analyzing How to Operate a Process
Common ANSI Standard Symbols
for the Making of the Product
Drive Nail, Cement, Type Letter
Move Material by truck, conveyor, or hand
Raw Material in bins, finished product on pallets, or filed documents
Wait for elevator, papers waiting, material waiting
Read gages, read papers for information, or check quality of goods
Any combination of two or more of these symbols show an

understanding for a joint process
Example
• An assembly line is producing finished pumps.
• These are finally inspected for a range of
possible defects, which are then corrected if
possible.
• The raw data was collected on a tally chart.
Tally Chart of Defects on an Hourly Basis
Hour
No. of % of % of total
Defect 1 2 3 4 5 6 7 defects defects production
Missing
1 bolts 3 4 5 2 3 2 1 20 40 6.7%
2 Burrs 1 2 3 1 2 1 10 20 3.3%
Tight
3 threads 1 1 2 1 5 10 1.7%
4 Scratches 1 1 1 1 4 8 1.3%
5 Low output 1 1 1 3 6 1%
6 All other 1 1 2 1 1 2 8 16 2.7%
TOTAL 7 8 9 8 6 7 5 50 100 16.7%
(Production rate=300 per day)
Pareto Chart of Defects
Action to be Taken on Defects According to
Type and Associated Costs
% occurrence Rel. cost % of total
(A) Action Cost (D) (AxD) rel. cost
Replace
1 Missing bolts 40 bolts £0.20 8 14.3
2 Burrs 20 Grind away £0.50 10 17.9
3 Tight threads 10 Relieve £0.30 3 5.4

4 Scratches 8 Polish £0.40 3.2 5.7
5 Low output 6 Scrap £5.00 30 53.8
£0.10
6 All other 16 Various Average 1.6 2.9
TOTAL 100% 55.8 100
Pareto Chart Based on Costs
Matrix Presentation of Problems
Easy to solve Difficult to solve
Most
important
Low output
pressure
Burrs Missing bolts
Scratches Tight threads All other

Least
important
Fishbone diagram
‐Factors which have a bearing on defect rate
Software for Basic Quality Tools
• Cause and effect diagram
− AutoCad and CADKEY
• Run chart
− Microsoft Excel
• Scatter diagram, Histogram
− Microsoft Excel, MATLAB
• Flow chart
− ABC Flowcharter; Corel Flow; Visio
• Pareto chart
− Microsoft Excel
• Control chart
− Minitab; SPC software
Suckwell Vacuum Cleaners Ltd.
Annual production: 300,000 units, sold at £40.00 each.
Problems identified on final inspection and test per week:
1. Scratches on plastic body 340
2. Paint chipped 150
3. Inadequate suction 120
4. Perforated bag 130
5. Missing instructions 20
6. Broken switch 130
7. No serial number 12
8. Damaged insulation on mains cable 200
Notes:
• Plastic bodies come from a subcontractor, rework is required on 20% of the plastic bodies with scratches at a cost
of £4.00 each.
• If the paint is chipped, it is rectified at a cost of £0.40 each.
• If the suction is inadequate, the manufacturer identity is removed and they are sold at half price to a market
trader.
• The perforated bags may be replaced at a cost of £1.00.
• Adding the missing instructions cost £0.05. Last year 1000 complaints about missing instructions were received ‐
it cost £5.00 each to deal with these since a complimentary set of bags were supplied as a goodwill gesture.
• Switches get broken during assembly and can be replaced at a cost of £0.50. Last year 200 units caught fire due to
faulty switches and it cost an average of £200 each to settle the claims.
• A new serial number plate can be fitted for £0.30. The damaged insulation requires a new cable and costs £2.00.
• Make assumptions about any further information you feel is required.
Tasks
• Fit the problems into an importance/difficulty matrix and list
the priority order.
• Estimate the annual cost to the company and prepare a Pareto
chart to determine the most important problem which should
be tackled.
• Prepare a fishbone diagram of the factors which have a
bearing on this quality problem. Hold a 'brainstorming' session
on the specific problem.

4 QC Tools3 b7 BL

Uploaded by

Copyright:

Available Formats

You might also like

4 QC Tools3 b7 BL

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

4 QC Tools3 b7 BL

Uploaded by

Copyright:

Available Formats

General

   

COMPONENTS REPLACED BY LAB

TV SET MODEL 1013

Faulty testing equipment Poor supervision Out of adjustment

Incorrect specifications Lack of concentration Tooling problems

Improper methods Inadequate training Old / worn

Environment Materials Process

‘NOT THEIR JOB’

Move Material by truck, conveyor, or hand

Raw Material in bins, finished product on pallets, or filed documents

Wait for elevator, papers waiting, material waiting

Read gages, read papers for information, or check quality of goods

Any combination of two or more of these symbols show an

6 All other 1 1 2 1 1 2 8 16 2.7%

TOTAL 7 8 9 8 6 7 5 50 100 16.7%

(Production rate=300 per day)

2 Burrs 20 Grind away £0.50 10 17.9

3 Tight threads 10 Relieve £0.30 3 5.4

Easy to solve Difficult to solve

Burrs Missing bolts

Scratches Tight threads All other

You might also like