Chapter 2:

Problem solving
& 7 Quality
Control tools

Chapter 2 1
Quality Improvement:
Problem Solving

Quality Improvement: Problem Solving

What is QC
Problem Solving?
“Problem solving, the isolation and analysis
of a problem and the development of a
permanent solution, is an integral part of
the quality-improvement process”.
• Not hit or miss, but objective and systematic
• Not directed at symptoms, but rather at root
causes

Quality Improvement: Problem Solving

Problem Solving Process
Symptom
Recognition

Fact
Finding

Problem
Identification Follow Up
Idea
Generation

Solution
Development

Plan
Implementation

Quality Improvement: Problem Solving

All Managers Need Problem
Solving Skills
 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.

Quality Improvement: Problem Solving

Problem Solving Skills for
Managers
 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

Quality Improvement: Problem Solving
10 Problem Solving Steps
Recognize
Problem

ACT PLAN

STUDY DO

Quality Improvement: Problem Solving

Gap Analysis
Internal or
External
Supplier

Internal or
Input Process A Output External
Customer

Quality Requirements
Characteristics and
Expectations

Are there any gaps?

Quality Improvement: Problem Solving

10 Problem Solving Steps
Continuous Recognize
improvement Problem
Ensure Form quality
performance improvement
ACT teams
Define
Problem
Evaluate Analyze
STUDY PLAN
Solution Problem
Determine
Possible
DO
Causes
Identify
Implement Possible
Solution Solutions
Quality Improvement: Problem Solving
Florida Power & Light’s 7 step model
1. Identify a problem area
2. Identify the problem’s component parts
3. Search data for root causes
4. Identify and select countermeasures
5. Confirm the problem responds to the
correction
6. Assure non-recurrence
7. Decide what will be done with future problems
- evaluate team effectiveness

Quality Improvement: Problem Solving

FPL’s PDCA cycle
Involve the right people
Execute cycle again
Gather all available data
Improvement standardized
Understand customers needs
Improvement becomes
Thoroughly study
current best approach
the process
Improvement ACT PLAN Capable of meeting
projects identified needs?
Develop plan
Understand differences Train people
Analyze and STUDY DO
display data Implement the
Review problems/errors improvement
What was learned?
Collect appropriate data
What is still not working?

Quality Improvement: Problem Solving

Xerox Problem Solving Process

Quality Improvement: Problem Solving

Process Analysis Method
UNDERSTAND

SELECT

ANALYZE

ADOPT PLAN

CHECK DO

Quality Improvement: Problem Solving

Why do we need the 7 QC tools?
 QM 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.

Quality Improvement: Problem Solving

 PDSA and QC Tools
Brainstorming
Pareto analysis

ACT PLAN Why-Why diagram

Run charts
Cause and effect
Control charts STUDY DO diagram
Histograms Scatter diagrams
Check sheets Control charts
Scatter diagrams Check sheets
Pareto charts Run charts

Quality Improvement: Problem Solving

Brainstorming
 Purpose - generate
a list of
• problems
• opportunities
• ideas
 Success requires
• no criticism
• no arguing
• no negativism
• no evaluation
Quality Improvement: Problem Solving
Problems for
“Why-Why” discussion
 What are the root  Construct a “Why-
causes? why” diagram
• 787’s not being • List problem
delivered on time statement
• Utility outages too • Ask why 5 times;
frequent record responses
• Fast food outlet
profits falling

Quality Improvement: Problem Solving

Quality Improvement: Problem Solving
Quality Control Tools
• Pareto chart
• Histogram
• Process flow diagram
• Check sheet
• Scatter diagram
• Control chart
• Run chart
• Cause and effect diagram
Quality Improvement: Problem Solving
Pareto Principle
 Vilfredo Pareto (1848-1923) Italian
economist
• 20% of the population has 80% of the
wealth
 Juran used the term “vital few, trivial
many”. He noted that 20% of the quality
problems caused 80% of the dollar loss.

7 Quality Tools

Quality Improvement: Problem Solving

Pareto chart
30
28
25

20
16
15
12 12
10
6
5 4 3
0
Loose Stitching Button Material
Threads flaws problems flaws

7 Quality Tools

Quality Improvement: Problem Solving

 70
(64)
60
Pareto

Percent from each cause

50
Chart 40

30

20
(13)
(10)
10 (6)
(3) (2) (2)
0

Causes of poor quality

Quality Improvement: Problem Solving
Histogram
25

20
Frequency

15

10

7 Quality Tools

Quality Improvement: Problem Solving

Histogram
40
35
30
25
20
15
10
5
0
1 2 6 13 10 16 19 17 12 16 20 17 13 5 6 2 1

Quality Improvement: Problem Solving

Flowcharts
 Flowcharts
• Graphical description of how work is done.
• Used to describe processes that are to be
improved.

7 Quality Tools

Quality Improvement: Problem Solving

Flow Diagrams
" 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. Edwards Deming.

Quality Improvement: Problem Solving

Flowchart
Activity

Yes
Decision

No

7 Quality Tools

Quality Improvement: Problem Solving

Flowchart

Quality Improvement: Problem Solving

Flow Diagrams

Quality Improvement: Problem Solving

Flow Diagrams

Quality Improvement: Problem Solving

Process Chart Symbols
Operations
Inspection

Transportation

Delay

Storage
Process Chart
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 1 0f 3 Total 480 190 ft

Quality Improvement: Problem Solving

Quality Improvement: Problem Solving
Check Sheet

Shifts

   

Defect Type

 

 

 

7 Quality Tools

Quality Improvement: Problem Solving

Check Sheet
COMPONENTS REPLACED BY LAB
TIME PERIOD: 22 Feb to 27 Feb 1998
REPAIR TECHNICIAN: Bob

TV SET MODEL 1013

Integrated Circuits ||||
Capacitors |||| |||| |||| |||| |||| ||
Resistors ||
Transformers ||||
Commands
CRT |

Quality Improvement: Problem Solving

Cause-and-Effect Diagrams
 Show the relationships between a
problem and its possible causes.
 Developed by Kaoru Ishikawa (1953)
 Also known as …
• Fishbone diagrams
• Ishikawa diagrams

7 Quality Tools

Quality Improvement: Problem Solving

Cause and Effect
“Skeleton”
Materials Procedures

Quality
Problem

People Equipment
7 Quality Tools

Quality Improvement: Problem Solving

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
control Defective from vendor
design
Ineffective quality
Not to specifications management
Dust and
Dirt Material- Deficiencies
handling problems in product
design
Environment Materials Process

Quality Improvement: Problem Solving

Cause and effect diagrams
 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

Quality Improvement: Problem Solving

Cause and effect diagrams
To construct the skeleton, remember:
 For manufacturing - the 4 M’s

 man, method, machine, material

 For service applications
 equipment, policies, procedures, people

Quality Improvement: Problem Solving

Scatter Diagram

Quality Improvement: Problem Solving

Run Charts
 Run Charts (time series plot)
• Examine the behavior of a variable over
time.
• Basis for Control Charts

Quality Improvement: Problem Solving

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
Quality Improvement: Problem Solving
Control Charts

Quality Improvement: Problem Solving

“Stem and leaf” displays
Data
Integrated Circuit Response Time (ps)

4.6 4.0 3.7 4.1 4.1 5.6 4.5 6.0 6.0 3.4
3.4 4.6 3.7 4.2 4.6 4.7 4.1 3.7 3.4 3.3
3.7 4.1 4.5 4.6 4.4 4.8 4.3 4.4 5.1 3.9

Quality Improvement: Problem Solving

“Stem and leaf” displays

Integrated Circuit Response Time (ps)

3 7 4 4 7 7 4 3 7 9

4 6 0 1 5 6 2 6 7 1 1 5 6 4 8 3 4

5 6 1

6 0 0

Quality Improvement: Problem Solving

Dot diagrams

Integrated Circuit Response Time (ps)

3 4 5 6
Plant A

Plant B

Quality Improvement: Problem Solving