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Lecture - 4: Quality Control Tools in Services
Lecture - 4: Quality Control Tools in Services
Learning objective
Plan
Check
• Evaluate the data and study of some changes are happen and solution is
having intended effect.
• Check whether objectives have been achieved.
ACT
In such way continue with PDCA cycle either for further improvement of
existing process or for other new problems.
1. Flow charts
2. Check sheets
3. Histograms
4. Pareto diagrams
5. Scatter disgrams
6. Cause-and-effect diagrams
7. Control charts
5.9.1 Flow chart
A flowchart represents an algorithm or process with the help of pictorial symbols.
We can visualize boxes of pictorial symbols connecting with arrows to represent
sequence of activities. Pictorial symbols can be diamonds to represent decision
points, rectangles for activities and ovals for beginning and ending points. There
can be different types of flowcharts. One such flowchart can be seen in module 6,
discussed for process analysis. The links or arrows helps in relating one activity
with other, direction of flow and sequence of activities.
Flowcharts help in identifying points or bottle necks where problems might occur.
One such example is service blueprint discussed in module 3.
EXAMPLE
Perform registration
No
Is patient
already a Yes Check weight/height,
Start Patient enters the
hospital registered blood pressure
patient?
Consult doctor
Patient leaves
hospital
Stop
Example
5.9.3 Histogram
A histogram is a graphical display of data collected over a period of time plotted as
a frequency distribution shown as bars. The data is classified into categories of
some variable. These categories are non-overlapping intervals. The bars for all
categories present the pr oportion of cases or numbers fall under each category. We
can plot the data collected in the check sheet table 5.7 as a histogram, as shown in
figure 5.21 below.
13 12
11 11
11 10
9
9
Frequency
1
Mon Tue Wed Thu Fri
Errors per day
Figure 5.22 presents the total number of problem occurrences for a month using
pareto chart to identify reasons of poor service quality at Hospital
80
70 70
60
Number of problems
50
40
30
20 18
10 7
5
0
More waiting for Unavailability of Shortage of beds Medicines out of stocks
ambulance specialized doctors
We can see from figure 5.22 that most of the problems faced by Hospital are due to
the excessive waiting time of ambulances to bring the patient to the hospital. The
management should focus on either increasing the number of ambulances or
relocate the Ambulance parking location.
Scatter Diagram
Example
Example
In figure 5.25, we can see the main causes for the delay in process at the teller in a
bank (effect) are human error, slow network, computer, downtime, environment
and poor process. These causes need to be brain stormed for further secondary
causes like Fatigue due to insufficient light leads to environment related cause.
Inexperienced teller leads to human error.