TQM TOOLS SEVEN BASIC STATISTICAL TOOLS 1 TOOLS

TQM TOOLS (SEVEN BASIC STATISTICAL TOOLS) 1. TOOLS FOR QUALITY PLANNING AND STRATEGY 2. TOOLS FOR CONTINUOUS IMPROVEMENT.

LOGISTICAL VS STATISTICAL �Logistical tools are those which are used selectively after determining their needs for achieving a specific end result e. g. , Benchmarking, kaizen, cost of quality practices etc. �Statistical tools are concerned with organizing and analyzing data as per certain statistical principle for arriving at a logical decision or conclusion e. g. statistical process control, process capability index calculation, run chart, control chart, pareto analysis etc.

Importance of statistical tools 1. Eliminate randomness in thinking and planning 2. Develop an effective and appropriate method to analyse, understand correct a process or measurement. 3. Enable trends and improvement analysis and 4. Develop a culture for systematic way of thinking and problem solving.

Seven basic quality control tools �Check sheet �Process flow diagram-Materials received, incoming, delivery in stores, verification, entry in ledgers and material stored �Pareto charts. Employee, Rawmaterial, environment, container etc. �Cause and effect diagram �Scatter diagrams �Histograms �Control charts These seven tools not only control the processes but have the capability to improve the process as well.

Classification of tools �Tools used for identifying- flow chart and check sheet-they are basically used to identify and quantify the problem exist. �Tools used for prioritizing and communicatinghistograms, pareto charts and graphs- they are used to organize , understand , interpret and present the data that has been collected. �Tools used for analyzing-cause and effect diagram, scatter diagram and control charts-these tools are basically used to examine and investigate the causes for the problem. It also helps in suggesting corrective action for the given problem after examining and investigate the cause of the problem.

Tools and Use �Process flow charts-for understanding the mess �Check sheets-useful for finding facts �Pareto diagrams and histograms-useful for identifying the problem �Cause and effect diagrams-useful for generating ideas �Scatter diagrams-useful for developing solutions �Control charts-useful for implementation.

Seven new management tools � Affinity diagram is also known as KJ method which was developed by Kawakita Jiro-grouping and understanding information. � Relations diagram used for determining casualities among parts of a problem. � The Systematic or Tree diagram is a technique for mapping out the full range of paths and tasks that need to be done to achieve a primary goals and related sub goals. � The matrix diagram-very useful in accelerating the problem solving process through multi dimensional thinking. � Matrix data analysis diagram-This technique quantify and arrange data presented in matrix diagram � Process decision programme chart(PDPC)- to overcome an unfamiliar problem or goal. � Arrow diagram-shows steps necessary to implement a plan.

Quality Function Deployment(QFD) �QFD is a planning tool, used to fulfill customer expectations. �It is a disciplined approach to product design, specifications, production and provides an in-depth evaluation of a product. �QFD focuses on customer expectations or requirements , often referred to as the voice of the customers. �Deployment means bringing into effective actions.

Classification of Customer Needs �Dissatisfiers-cushion seats and safety measures �Satisfiers-air conditioning and compact disc player �Exciters/Delighters-antilock brakes and collision avoidance systems in a car.

Characteristics and Functions of QFD �A standardized approach to document and keep track of customers needs. �A technique to help “Neutralize the voice of the executives. ” �A process that force conservation about customer’s needs that typically would not happen or would happen later in the product development process. �QFD is not a tool, it is a process. Matrix format is used to process the input. �A systematic method supports the oldage, “An ounce of prevention is worth a pound of cure. ”

�A planning methodology that organizes relevant information helps companies make better decisions. �A technique that helps companies to do the things as planned. �Inputs are customer requirements. �A systematic process that helps ensure that the voice of the customer does not get lost in the product development process. �A formalized way to keep track of all of the customers’, needs and paying special attention to the most important one. �Processing includes deciding priority items, finding out relationship and comparing with competitors.

�Gives output as an action which will improve customer satisfaction. OBJECTIVES OF QFD 1. A process that links customer and the company. 2. Getting customer requirements as input for processing and presenting it in a more specific form for improved customer satisfaction.

BENEFITS OF QFD �Reduces start up cost �Improves customer satisfaction- Creates focus on customer requirements, Uses competitive information effectively, Prioritizes resources, Identifies items that can be acted upon. �Reduces implementation time- Decreases midstream design changes, Limits post introduction problems, Avoids future development redundancies, Identifies future application opportunities, Surfaces missing assumptions. �Promotes teamwork- Based on concensus, Creates communication during an interface, Creates global view.

�Provides documentation- Documents rationale for design, Adds structure to the information, Adapts to changes[ a living document ], Provides framework for sensitivity analysis.

THE VOICE OF THE CUSTOMERS Solicited Unsolicited Quantitative Qualitative Random structured Focus Groups Hot lines Surveys Customer test Preferred customers Complaint report Organization standards Government regulation Law suits Trade visits consultants Sales force Vendors Suppliers Academics Employees

House of Quality Interrelationship between technical descriptors Technical descriptors Custo mer requi reme nts Relationship between requirements and descriptors Prioritized technical descriptors Prioritis ed custom er require ments

Building a House of Quality �Product Planning-This begins with customer requirements, words use to describe desired product quality characteristics. �Prioritize and weigh the relative importance that customers have assigned to each characteristics. �Competitive evaluation for those who wants to be worldclass. �Design process- customer’s product characteristics vs measurable engineering characteristics. �Process planning- Output of the design process. �Process control- Necessary process flows and controls are designed.

THE DEMING CYCLE ACTION-4 PLAN-1 CHECK-3 DO-2