Define Process The Quality Improvement Model Define Process

Define Process The Quality Improvement Model Define Process Select Measures Collect & Interpret Data Define Process Purpose: • Communicate to an individual or team a clear understanding of the process under study. • Establish improved and consistent process operations. Is Process Stable ? No Investigate & Fix Special Causes Yes Improve Process Capability No Is Process Capable ? Yes Use SPC to Maintain Current Process 2 -1

Define Process Components Suppliers Inputs Processes Outputs Customers A process is any activity that converts l All processes involve Suppliers, Inputs, Outputs, and Customers l 2 -2

Define Process Defining Processes Why l How l Communicate to an individual or a team a clear understanding of the process under study. l Standardize process operations. Identify and list Suppliers, Inputs, Outputs, and Customers. l Develop flow chart of the process steps. l Assure a common understanding of related procedures. l Verify practice vs. procedure. 2 -3

Define Process Standardization STANDARDIZATION is everyone following the procedures the same way. These Procedures: l Are not the optimum perfection. l Are not necessarily the current best known methods. l Are the agreed-upon methods. “It is neither possible nor necessary to standardize all the operations. However, crucial elements. . . should be measurable and standardized. ” —Misaaki Imai KAIZEN 2 -4

Define Process Flow Charts Purchasing Process Manufacturing Submits Purchase Order A Graphical display of the steps in a process. Standard Symbols Process Steps Decisions Beginning or End Points, or Connectors between pages Purchasing Contacts Vendors for Pricing Vendor Submits Bids Discuss Quality vs. Price and Select Vendor Can Vendor Meet Schedule? No Yes Vendor Delivers Goods Manufacturing Inspects Goods Purchasing Pays Vendor End 2 -5

Define Process Mapping Pumping String Up Filtration Quench Extrusion Cutting Outputs Chip weight Chip viscosity Chip defects Gels Dirt Shutdown/rate 2 -6

Detailed Process Maps Define Process What is the tool? § Graphical illustration of the process l What will the tool identify? § All value-added and non-value-added process steps § Input variables (X’s) § Output variables (Y’s) § Data collection points l When do you apply process mapping? § Always l 2 -7

Process Mapping Steps 1. Identify the process, its external inputs and customer outputs 2. Identify all steps in the process graphically 3. List output variables at each step 4. List input variables and classify process inputs as controlled or uncontrolled 5. Add process specifications for input variables Define Process 2 -8

Define Process Step 1: Identify the Process and Inputs/Outputs l We need to get a 50, 000 ft. view of the process first First identify the process in simple terms § Secondly we identify external inputs § o o § Incoming information Raw materials Personnel Energy requirements Finally we identify the customer requirements (outputs) o Identify the attributes of a correctly functioning product or service 2 -9

Define Process Step 1: Examples Manufacturing Inputs Outputs Fluid Bed Dryer Rate Temperature Air Flow Residence Time Appearance (Color) Physical Chem Properties Cycle Time (plugging) Zone 3 Temp Non- Manufacturing Inputs Outputs Order Entry Phone FAX Email Price Availability Confirmation of Order Promise Date Order number 2 -10

Define Process Step 2: Identify All Steps in the Process l Include all value-added and non value-added steps § Process steps, inspection/test, rework, scrap points Manufacturing Mixing Extrusion Water and Metals Preparation Extrude through die Dryer Calciner Material drying, surface area issues NADM Impregnation Solution Preparation Metals addition Fluid Bed Dryer Final preparation / appearance issues Non-Manufacturing Answer Phone Greet customer Determine parts needed Identify need date Identify ship to address Identify price Identify shipment method Internal Information Get internal P/N Determine terms Identify lead time Complete order worksheet Order Entry Input information Print order confirmation Determine ship date Review order Order Confirmation FAX confirmation to customer Verify manufacturing receipt of order 2 -11

Define Process Step 3: List Key Output Variables l Include both process and product output variables Manufacturing Outputs Mixing Water and Metals Preparation Extrusion Extrude through die • TV of Mix Quality Check around extrusion Dryer Calciner • Surface Area Material drying, surface area issues • Pore Volume • Appearance Outputs NADM Solution Preparation Impregnation • • p. H Temp Specific Gravity Clarity Metals addition • Appearance (Color, Wetness) Fluid Bed Dryer Final preparation / appearance issues • Appearance (Color) • Physical Chemical Properties • Cycle Time (plugging) • Zone 3 Temp 2 -12

Step 3: List Key Output Variables l Define Process Include both process and product output variables Non-Manufacturing Outputs Answer Phone • • • Prompt Greet customer answer Determine P/N • Live body Identify need date • Part number Identify ship to address • Availability Identify ship method • Need date Internal Information • Customer number • Get internal P/N • Order • Determine terms worksheet • Identify lead time • Pricing • Complete order Outputs • Order in computer • Input information • Print order confirmation • All line items complete • Determine ship date • Correct info • Review order • Promise date • Order number • Printed confirmation Order Entry Order Confirmation • FAX confirmation to customer • Verify manufacturing receipt of order • Order confirmation to customer • Order to production worksheet 2 -13

Define Process Step 4: List and Classify Key Input Variables l List all key input variables and classify them as Controlled inputs § Uncontrolled inputs § Controlled Inputs: Inputs Input variables that can be changed to see the effect on output variables Sometimes called “knob” variables Uncontrolled Inputs: Inputs Input variables that impact the output variables but are difficult or impossible to control (may also be controllable, just not under control currently) Example: Environmental variables such as humidity Critical Inputs: Inputs Input variables that have been statistically shown to have a major impact on the variability of the output variables 2 -14

Process Mapping Examples Define Process Manufacturing Inputs Outputs Types Total Rate Mixer Speed Al 2 O 3 Qual Rec Comp C C U U Ext Rate Die Wear Ext RPMs Die Change C U Temperature C Rot speed C Draft C Feed Rate C Drying air U Mixing Water and Metals Preparation Extrusion Extrude through die Inputs • TV of Mix Quality Check around extrusion Nitric Acid H 2 O 2 Water ADM Hold Time Agitation C C U C • TV of Mix Quality Check around extrusion Phos Acid Nozzle Type Spray Time Water Moly Nickel Base C C C C Dryer Calciner • Surface Area Material drying, surface area issues • Pore Volume • Appearance Outputs Types Temperature C Rate C Air Flow C Res Time C NADM Solution Preparation Impregnation • • p. H Temp Specific Gravity Clarity Metals addition • Appearance (Color, Wetness) Fluid Bed Dryer Final preparation / appearance issues • Appearance (Color) • Physical Chemical Properties • Cycle Time (plugging) • Zone 3 Temp 2 -15

Define Process Mapping Examples Non-Manufacturing Inputs Type • Information from customer • Greeting script • Answering procedure • Telephone system C • Cross reference for P/N’s • Order information • Plant loading information • Order worksheet form • Pricing algorithm C C C U U U C C Outputs Answer Phone • • • Prompt Greet customer answer Determine P/N • Live body Identify need date Identify ship to address • Part number Identify ship method • Availability • Need date • • Internal Information • Customer Get internal P/N number Determine terms • Order Identify lead time worksheet Complete order • Pricing worksheet Inputs Type • Order worksheet • Computer entry screens • Lead time information from mfg • Shipment method U • Printed confirmation sheet • Production schedule • Customer contact info • Production contact info • Confirmation procedure C C U Outputs Order Entry • • • Correct info • Promise date • Order number • Printed confirmation C U • Order in Input information computer Print order confirmation • All line items Determine ship date complete Review order Order Confirmation • FAX confirmation to customer • Verify manufacturing receipt of order • Order confirmation to customer • Order to production C C C 2 -16

Step 5: Add Specifications for Inputs Define Process For input variables identified as Controlled and Critical Inputs, we can add the operational specifications and targets for these variables l This information is the beginnings of the Control Plan! l 2 -17

Define Process Using Process Maps to Evaluate Processes Understand customer/supplier relationships l Discover unnecessary steps l Achieve agreement on process l Everyone understands their role l Provides inputs to Cause and Effects Matrix l Provides inputs to Control Plan Summary l Provides inputs to Capability Summary l Excel template: Process Map Master. XLS l 2 -18