Quality level Continuous Improvement Check Act Do Plan

Quality level Continuous Improvement Check Act Do Plan Time Mc. Graw-Hill/Irwin Copyright © 2006 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

Learning Objectives Ø Lead a Plan-Do-Check-Act (PDCA) process improvement initiative. Ø Use quality tools for analysis and problem solving. Ø Compare and contrast the corporate programs for quality improvement.

Quality and Productivity Improvement Process Ø Foundations of Continuous Improvement - Customer Satisfaction - Management by Facts - Respect for People Ø Plan-Do-Check-Act (PDCA) Cycle Ø Problem Solving (10 steps)

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Check Sheet

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Run Chart

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Histogram of Lost Luggage

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Pareto Chart of Problems 8 -11

Pareto Analysis of Flight Departure Delay Causes

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Flowchart at Departure Gate Passenger Arrives at Gate Wait for row call er g op in Pr ard s s Bo Pa No Directed to Appropriate Gate Yes e siz n er -o Ov arry C Check Luggage No Passenger Boards Aircraft 8 -14

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart) 8 -16

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Scatter Diagram

Quality Tools Ø Check Sheet Ø Run Chart Ø Histogram Ø Pareto Chart Ø Flowchart Ø Cause-and-Effect Diagram Ø Scatter Diagram Ø Control Chart

Control Chart of Departure Delays expected Lower Control Limit 1998 1999

Corporate Programs for Quality Improvement Ø Marriott Personnel Programs Ø Zero Defects (Crosby) Ø Deming’s 14 Point Program Ø Malcolm Baldrige Quality Award Ø ISO 9000 Ø Six-Sigma

Six Sigma DMAIC Process Step Define Definition Measure Define project objectives, internal and external customers Measure current level of performance Analyze Determine causes of current problems Improve Identify how the process can be improved to eliminate the problems Develop mechanisms for controlling the improved process Control 8 -22

The Seven-Step Method (SSM) Ø Step 1: Define the project Ø Step 2: Study the current situation Ø Step 3: Analyze the potential causes Ø Step 4: Implement a solution Ø Step 5: Check the results Ø Step 6: Standardize the improvement Ø Step 7: Establish future plans