The 7 Basic Quality Tools

Michele Cano

Agenda
Introductions Basic Tools Ishikawa Exercises Discussion & Video

.Lunch.
Problem solving (Global 8D and TRIZ) Case study Discussion

Why use tools?

Measure Improve

What are they?

The seven basic tools according to Ishikawa are: Check sheets Flow charts Graphs & Histograms Pareto diagram Cause and effect diagram Scatter diagram Control chart

1.Check sheets
What is a check sheet? A form or sheet used to record data.

Function of Check Sheets

According to Ishikawa 1982, check sheets have the following functions: 1. Production Process distribution checks 2. Defective item checks 3. Defective location checks 4. Defective cause checks 5. Check-up confirmation checks 6. Others

Example of a simple check sheet. (for car valet operation)

Car type Car registration Interior vacuumed Upholstery cleaned Dash board cleaned De odorised Body washed Ford Focus W357 PHR

Washed waxed & Polished

Under car washed

Wheels washed
Tyres blacked Comments: can not be covered

Front bumper badly scratched on delivery, this Date 2 May 2008

Performed / Checked by J

Example of a simple process check sheet. (attributes)

Model XYZC217 failures Power up
1 2 4 1 2 1 1 1 1 1 2 2 1 1 2 3 4 5 Batch 6 7 8 9 1 0

Boot up
6

Sink test
2

Case damage Keyboard damage Monitor damaged

1 2 1 jj [j l m l m r m pj a m 3 pj

Bundled s/w included

3

Checked by
pj

a m

Flowcharts

PROCESS MAPPING
Process mapping is an essential first step. It identifies all of the process activities, sequence and responsibilities. This can either be in a written format, or as a flowchart.

Flowcharts

PROCESS MAPPING (Written format)

Enquiry handling Activity 1. Customer enquiry received and logged onto system 2. Enquiry briefly overviewed and allocated to sales estimator for through. 3. If it cant be done, return to customer 4. If it has been made before, prepare a new quote based on previous job and current pricing, otherwise go to step 10. 5. Send to customer for acceptance 6. Review quote 7. Quote is acceptable 8. Log as order and create order package 9. Pass to Production control 10. Allocated to sales estimator 11. . 12. Responsibility Sales Director Associated documents Customers enquiry Customers drawing Work instruction S10 Sales Director

Sales Director

Customers enquiry Customers drawing Customers enquiry Customers drawing Previous job file Current price list

Sales Director

Sales Director Customer Customer

Quotation Quotation Quotation Quotation Customer drawing Work instruction S30 Order package

Sales Director

Sales director Etc.

Customers enquiry Customers drawing

13. 14. 15. 16.

Flowcharting
Flowcharting is a graphical tool for analysing processes. Constructing flowcharts leads to a better understanding of processes. Better understanding of processes is a essential for improvement

Flowcharts

Some standard symbols

Start or end An activity

a decision point in the process.

a point at which the flowchart connects with another process. An off page connection

All records are identified

FLOWCHART
SM01 Enquiry Handling / Quotation Process
Customer Sales director Estimator

Customer sends enquiry

Sales department receives enquiry

Enquiry entered into the electronic Quote log & Unique serial number entered

Customer informed that we are unable to quote

No

Can this enquiry be Quoted ?

Yes

Have the item (s) been made before?

No

Enquiry allocated to Estimator

Raise estimate sheet & plan process Quote prepared from Price guide

Organize contract review to cover Quality Contractual & Manufacturing aspects

Quote customer

Prepare Quote

Exercise
Draw a flowchart for one of the following processes:
Making a cup of coffee Enrolling students Wiring a plug.

3. Graphs & Histograms

Graphs, either presentational or mathematical are used to allow understanding and analysis of collected data sets.

Graphs

BAR CHARTS
This is the data set totalled up and shown graphically. It immediately identifies the major defects for all to see.
Defects
16 14 12 10 8 6 4 2 0

Quantity

Power up

Type

Keyboard damage

Monitor damaged Bundled s/w included

Sink test

Case damage

Boot up

100 90 80 70 60 50 40 30 20 10 0 Feb production output

01/02/03 02/02/03 03/02/03 04/02/03 05/02/03 06/02/03 07/02/03 08/02/03 09/02/03 10/02/03 11/02/03 12/02/03 13/02/03 14/02/03 15/02/03 16/02/03 17/02/03 18/02/03 19/02/03 20/02/03 21/02/03 22/02/03 23/02/03 24/02/03 25/02/03 26/02/03 27/02/03 28/02/03

The below graph shows a factory output for February. This time it shows specific dates which could be analysed.

Average

Output %

Graphs

Graphs

The graph below shows the major cause for customer complaint, the use of the pie chart and the colours enforce the message.
Customer complaints 2007 by qty

15 5

20 Product quality Shipped Late Shipped early Shipped wrong goods 60

Rules for Graphing

Use Clear titles an indicate when the data was collected Ensure the scales are clear, understandable and represent the data accurately. When possible use symbols for extra data. Always keep in mind the reason why the graph is being used.

Exercise

Graphs

You are the marketing director of XZY automotive, a new Scottish company. You have organised a local survey to rate your car against other small cars. 30 people were polled and the results are shown below.
Xzy, ka, Clio, Clio, ka, fiesta, xzy, ka, 206, xzy, fiesta, fiesta, xzy, polo, fiesta, 206, 206, polo, 206, fiesta, fiesta, fiesta, polo, xzy, polo, fiesta, xzy, xzy, ka, xzy. You recognise the power that graphs produce. And you have decided to Graph the results as part of you marketing drive. Explain your choice of graph.

What is a Histogram?
The Histogram is a graphical representation of data that is a dimensional measurement of one feature.

What is a Histogram?

This is the computer defect data set totalled up and shown graphically, but is it a histogram?
Defects
Checks/only record failures Power up Boot up Sink test Case damage Keyboard damage Monitor damaged Bundled s/w included Total

15 5 4 0 3 7

Quantity

16 14 12 10 8 6 4 2 0

Keyboard damage

Power up

Sink test

Type

Bundled s/w included

What is a Histogram?

The answer to the previous question is

NO
The Histogram is a graphical representation of data that, is a

dimensional measurement of one feature.

When is a Histogram Used?

To look at one particular set of results To check for patterns in a process To examine large amounts of data

Histograms
The following data was collected when measuring the bow (warp) of a plastic component. The specification is 0 to 8 x10-3 mm. At a glance this tells you very little, but it can be plotted as a histogram because we have quantities data with target limits.
Bow measurements
2 4 4 8 5 6 7 7 8 6 6 7 8 6 6 5 2 4 4 9

Histograms
Bin 0 1 2 3 4 5 6 7 8 9 More Frequency 0 0 2 0 4 2 5 3 3 1 0

6 5 Frequency 4 3 2 1 0

Thou

What is a Histogram?

Exercise Sort the following data into appropriate sets, then plot them. The limits are 3 volts 0.1 What can you deduce from this?

What is a Histogram?

Exercise
3.00 3.00 2.80 2.85 2.85 2.85 2.90 2.90 2.85 2.80 2.80 2.80 2.85 2.90 3.05 2.95 2.70 2.90 3.00 2.90 2.85 2.75 2.90 2.85 2.95 3.00 2.85 2.80 2.85 3.05 2.80 2.65 2.95 3.00 3.05 2.80 2.85 2.85 2.85 2.85 2.85 2.90 2.85 2.90 2.95 2.85 2.90 2.85 2.75 2.85

4. Pareto Analysis

Pareto

What is Pareto Analysis?

Pareto analysis is a method for prioritising data. It consists of a Bar Chart displayed either in order of frequency or relative cost.

Pareto

Example:
The information to be represented on a Pareto diagram should already have been collected in some sort of record.
Houshold repairs over the last 10 years Problem frequency Light bulb fails Broken central heating pump Broken window Leaking taps Faulty central heating boiler Leaking radiators Cost per Total cost occurance 100 0.6 60 1 2 16 1 3 190 50 2.5 3000 15 190 100 40 3000 45

Pareto

Pareto Chart
The data are then displayed graphically. Firstly in terms of frequency.....
House repairs 1998-2008
120 100 80 60 40 20 0

Occurance

frequency Cum %

Light bulb fails

Broken window

Leakiung radiators

Leaking taps

Fault

Broken central heating Faulty central heating

Pareto

... and then by cost.

House repairs 1998-2008 Total cost 3500 3000 2500 2000 1500 1000 500 0 Faulty central heating boiler Broken central heating pump Broken Light Leakiung Leaking window bulb fails radiators taps

Total cost

Exercise
Plot the following data as a Pareto chart

Pareto

Model XYZC217 Checks/only record failures Power up

1 2 4 1 2 1 1 1 1 1 2 3 4

Batch number 5 6 7 8 9 10

Boot up
6 2 1 2 1

Sink test
2

Case damage Keyboard damage Monitor damaged

1 2 1 jj [j lm lm rm pj am 3 pj

Bundled s/w included

3

Checked by
pj am

6. Cause and Effect Diagrams (Ishikawa)

A method for the identification of the root cause of a problem.

cause and effect

What is Brainstorming?
A way to get creative ideas. A way to get everyones views. A way to generate alternatives.

cause and effect

Potential Uses (Brainstorming)

For identifying areas for improvement. For finding potential causes of problems. For developing possible preventive actions.

cause and effect

Some Guidelines (Brainstorming)

Dos
Give wild and unusual ideas. Aim for quantity. Build on ideas of others. Encourage participation.

Don'ts
Evaluate or criticise. Stop to soon. Allow domination or idea ownership.

cause and effect

Ranking
Ranking can be used after brainstorming to assess the teams Priority position on a list of ideas. The basic procedure is:
Each person privately selects 3 to 5 items from the list Each person ranks their selection in order of priority The marks are then totalled for each item The item having the highest total is then judged to have the highest priority

cause and effect

What is a Cause and Effect Diagram?

The process of a cause and effect diagram consists of defining an effect in terms of possible causes and is normally carried out in the form of a Brainstorming session. The principal causes are typically Man, Materials, Methods or Machines. These are then reduced to sub-causes.

Finally, the most likely causes are then circled and are subject to future examination.

cause and

effect

Layout:
Man
Sub-Cause Sub-Cause

Method
Sub-Cause

Effect
Sub-Cause Sub-Cause Sub-Cause

Materials

Machines

6. Scatter Diagrams
A method for the identification the relationship (effect) between two factors (Causes).

Scatter diagrams

What is it used for?

Validating "hunches" about a cause-andeffect relationship between two variables. Displaying the direction of the relationship (positive, negative, etc.) Displaying the strength of the relationship

Scatter diagrams

Constructing scatter diagram

In order to construct a scatter diagram you need two variables to be plotted against each other. One on the x axis the other on the y axis. The relationship is then plotted.

Variable b

relationship

Variable a

Scatter diagrams

Constructing scatter diagram

This process is continued, showing the effect of changes in one of the variables against the other variable.

Variable b

Variable a

Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Strong Positive relationship between the variables (an in crease in a results in a positive increase in b, which is almost uniform.)

Variable b

Variable a

Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Strong Negative relationship between the variables (an in crease in a results in a decrease in b, which is almost uniform.)

Variable b

Variable a

Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Weak Positive relationship between the variables.

Variable b

Variable a

Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Weak Negative relationship between the variables.

Variable b

Variable a

Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a that there is no relationship between the variables.

Variable b

Variable a

7. Control Charts
A method for monitoring a process for preventing defects.

Control charts

What are control charts

Control charting is the most technically sophisticated tool of the 7 quality tools. It was developed in the 1920s by Dr. Walter A. Shewhart of the Bell Telephone Labs. Dr. Shewhart developed the control charts as a statistical approach to the study of manufacturing process variation. The purpose was to improve the process effectiveness and therefore reduce costs. These methods are based on continuous monitoring of the process variation.

Control charts

Why use control charts

A Control chart is a device for describing in a precise manner what is meant by statistical control. it helps the process perform consistently and predictably. it can minimise the variation in output. it can help to achieve lower product costs.

it can help to increase effective capacity.

it can help to meet customer expectations

Control charts

Types of control charts

You will come across two types of Control Charts used in SPC (Statistical Process Control). 1.Attribute SPC

2.Variable SPC

Control charts

Attribute control charts

Attribute data is based upon two conditions (pass/fail, go/nogo, present/absent) which are counted, recorded and analysed. Control chart techniques are important for the following reasons:

Attribute-type situations exist in any process. Attribute-type data is already available in many situations (existing inspections, repair reasons, reject segregation & sorting) In these cases, no additional data collection is required, you just have to convert the data into chart form. Where new data must be collected, attribute information is usually quick and inexpensive to obtain.

Control charts

Variable control charts

Control charts for variables are used to control the variation of processes in cases where the characteristic under investigation is a measurable quantity.

Control charts

Variable control charts

Xbar&R CHARTS. Xbar&R charts are used as a pair;

Control charts

Example of an Attribute control chart

Control charts

Example of a variable control chart

Moving Range Variable Control Chart
Process Characteristic
Oven temperature

(Sub-group Sampling)
Frequency 60 Piece Capability Study

X Bar

181

R Bar

UCL R Lower Control Limit

ESPC coating
190

Upper Spec:

185.0 Lower Spec

175.0 Upper Control Limit

188

186

USL
184

UCL
2

182

X bar

180

xbar

178

176

LCL LSL

174

172

170

15.0 10.0 5.0 0.0

X1 X2 X3 X4 X5 X bar R Op Time Date

R bar

UCL

182 182.5 176.0 183.5 183.0 183.0 184.0 183.0 184.0 183.5 176.0 176.0 176.0 182.0 176.0 178.0 176.0 186.0 187.0 182.0 176 182.0 183.5 184.5 184.0 183.5 184.0 183.0 186.0 184.5 183.0 183.0 176.0 176.0 176.0 175.0 176.0 185.0 186.0 176.0 176.0 183.0 184.0 183.5 184.0 182.5 182.0 176.5 184.5 172.0 183.5 176 176.0 184.0 182.5 182.5 180.0 180.0 182.0 184.0 184.0 184.0 183.0 183.0 176.0 175.0 174.0 183.0 183.0 186.0 183.5
182.0 182.0 183.0 176.0 183.0 176.0 183.0 176.0 183.5 176.0 184.0 183.5 183.0 183.0 170.0 176.0 183.5 182.5 182.0 183.0 173.5 176.0

180.3 180.3 183.3 178.5 7.0 R.Mc 5/4 7.0 R.Mc 5/4 1.0 R.Mc 5/4 7.5 R.Mc 5/4

181.2 8.0 R.Mc 5/4

183.3 182.7 180.5 183.5 171.8 178.5 178.0 180.2 181.2 183.5 183.2 182.2 182.7 182.7 184.7 184.0 181.0 180.7 178.3 178.0 175.7 175.7 178.3 184.7 186.3 180.5 1.5 R.Mc 5/4 1.5 R.Mc 5/4 6.5 R.Mc 5/4 1.5 R.Mc 5/4 3.5 R.Mc 5/4 7.5 R.Mc 5/4 6.0 R.Mc 5/4 6.5 R.Mc 5/4 8.0 R.Mc 5/4 2.0 R.Mc 5/4 1.5 R.Mc 5/4 3.5 R.Mc 5/4 4.0 R.Mc 5/4 1.0 R.Mc 5/4 2.0 R.Mc 5/4 1.0 R.Mc 5/4 8.0 R.Mc 5/4 7.0 R.Mc 5/4 7.0 R.Mc 5/4 6.0 R.Mc 5/4 1.0 R.Mc 5/4 4.0 R.Mc 5/4 7.0 R.Mc 5/4 3.0 R.Mc 5/4 1.0 R.Mc 5/4 5/4

7.5

NEW CALCULATED LIMITS X bar 180.823 R Bar 4.6094 UCL X 185.524 LCL X 176.121 UCL R 30.089 Cp 0.61 Cpk 0.51 Sigma
2.7274

Problem Solving
5 Why Global 8D TRIZ