TOOLS OF TQM Abdulla Jassim Abdulla INTRODUCTION DataDriven

TOOLS OF TQM Abdulla Jassim Abdulla

INTRODUCTION Data-Driven Methodology n Data generated by processes n Statistical interpretation Seasonal variations New Technology

THE ‘SEVEN SIMPLE TOOLS’ n n n n Flowcharts Cause and Effect (Ishikawa / fishbone) Diagrams Check sheets Pareto Charts Histograms Run Charts and Control Charts Scatter plots and Correlation Analysis

FLOWCHARTS n n n Remember system theory: (Input, Output, customer supplier and their interactions). Divide complex processes into simple sub-processes. A Qualitative tools

Patient Transport Process Example Request made Doctor determines patient needs X-ray Ward contacts dispatcher Log & prioritize request Information taken & request is logged Request prioritized Dispatch transport Required equipment is found Transport is dispatched Take patient to X-ray Transporter arrives on ward Patient transferred from bed Patient taken to X-ray

Types of Flowcharts n LAYOUT FLOWCHART Example Staff movement n DATA FLOW DIAGRAMS leave approval process

ISHIKAWA DIAGRAMS Also known as Fishbone or Cause-and. Effect Diagrams n Non-quantitative tools (Qualitative) n Sometimes called the 5 M Diagram (Men, Machine, Materials, Measurements and methods) n

ISHIKAWA DIAGRAM

CHECKSHEETS Central tool for Quality Assurance programs n Specially useful for operational procedures n Could be derived from the flowchart and fishbone diagrams n

Example check sheets Patient Transport Problem Sheet Area: Ward 3 b Period: June 1996 Type Tally Subtotal Equipment broken IIIII 5 Patient not ready IIIII II 7 Not enough staff III 3 Patient having another exam etc. IIIII II 12