Agenda

Review Homework

Problems: Ch 2: 3, 7, 12

Lecture/discussion

Chapter 3: Problem Solving

Week 6 Assignment

PDSA

Week 5

Deming
Text-10 Point Method
Florida Power and Light
Xerox
HP

Homework
Problems Ch 3: 2, 4
Desksides: 7 QC Tools
Flow chart
Pareto chart
Histogram
Cause and Effect Diagram
Check sheet
Scatter diagram
Control chart
Management tools
Why-why
Force field analysis
Brainstorming*

Quality Improvement: Problem Solving

Quality Improvement:
Problem Solving
Chapter Three

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 qualityimprovement 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

Input

Process A

Output

Internal or
External
Customer
Requirements
and
Expectations

Quality
Characteristics

Are there any gaps?

Quality Improvement: Problem Solving

10 Problem
Solving
Steps
Recognize
Continuous
improvement
Ensure
performance

ACT

Evaluate
Solution

STUDY
DO

Implement
Solution

Problem
Form quality
improvement
teams
Define
Problem
Analyze
PLAN
Problem
Determine
Possible
Causes
Identify
Possible
Solutions

Quality Improvement: Problem Solving

Florida Power & Lights 7

step model

Identify a problem area

Identify the problems component parts
Search data for root causes
Identify and select countermeasures
Confirm the problem responds to the
correction
Assure non-recurrence
Decide what will be done with future problems
- evaluate team effectiveness
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?

TQM 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

DO

Cause and effect

diagram
Scatter diagrams

Run charts
Control charts
Histograms

STUDY

Check sheets

Control charts

Scatter diagrams
Pareto charts

Check sheets
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

causes?

787s not being

delivered on time
Utility outages too
frequent
Fast food outlet
profits falling

Construct a Whywhy diagram

List problem
statement
Ask why 5 times;
record responses

Quality Improvement: Problem Solving