Failing Service Center

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    A failing service center

    Phones are only answered after manyrings.

    Staff seem distracted and underpressure.

    Engineers do not appear to be wellorganized. They need second visits to

    bring extra parts. This means thatcustomers have to take more holiday tobe there a second time.

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    They do not know what time they willarrive. This means that customers mayhave to be in all day for an engineerto visit.

    Staff members do not always seem to

    know what they are doing.Sometimes when staff members arrive,

    the customer finds that the problemcould have been solved over the

    phone

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    Grouping & Scoring the

    problems.

    Lack of staff training: items 5 and 6: 51complaints

    Too few staff: items 1, 2 and 4: 21complaints

    Poor organization and preparation: item3: 2 complaints

    By doing the Pareto analysis above, the

    manager can better see that the vastmajority of problems (69%) can besolved by improving staff skills.

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    Once this is done, it may be worthlooking at increasing the number of

    staff members.Alternatively, as staff members

    become more able to solve problemsover the phone, maybe the need for

    new staff members may decline. It looks as if comments on poor

    organization and preparation may berare, and could be caused by

    problems beyond the manager'scontrol.

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    By carrying out a Pareto Analysis, themanager is able to focus on training as an

    issue, rather than spreading effort overtraining, taking on new staff members,and possibly installing a new computersystem.

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    2. FlowchartsFlow charts are easy-to-understand

    diagrams showing how steps in a

    process fit together. This makes them useful tools for

    communicating how processes work,and for clearly documenting how aparticular job is done.

    Furthermore, the act of mapping aprocess out in flow chart format helpsyou clarify your understanding of theprocess, and helps you think aboutwhere the process can be improved.

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    A flow chart is used to

    Define and analyze processes;

    Build a step-by-step picture of the processfor analysis, discussion, or communication;and

    Define, standardize or find areas forimprovement in a process

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    How to make a flow chart

    Most flow charts are made up of threemain types of symbol:

    Elongated circles, which signify the start orend of a process;

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    Rectangles, which show instructions oractions; and

    Diamonds, which show decisions thatmust be made

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    Within each symbol, write down what thesymbol represents.

    This could be the start or finish of theprocess, the action to be taken, or thedecision to be made.

    Symbols are connected one to the other

    by arrows, showing the flow of theprocess.

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    Points to note

    Flow charts are simple diagrams thatmap out a process so that it can easilybe communicated to other people.

    To draw a flowchart, brainstorm thetasks and decisions made during aprocess, and write them down inorder.

    Then map these out in flow chartformat using appropriate symbols for

    the start and end of a process, foractions to be taken and for decisions

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    Finally, challenge your flow chart to makesure that its an accurate representation

    of the process, and that that it representsthe most efficient way of doing the job

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    3. Check sheets

    The intent and purpose of collectingdata is to either control the productionprocess, to see the relationshipbetween cause-and-effect, or for thecontinuous improvement of thoseprocesses that produce any type of

    defect or nonconforming product.

    A Check Sheet is used for the purposeof collecting data to compile in such away as to be easily used, understoodand analyzed automatically.

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    The Check Sheet, as it is beingcompleted, actually becomes a

    graphical representation of the data youare collecting, thus you do NOT need anycomputer software, or spreadsheet torecord the data.

    It can be simply done with pencil andpaper

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    The main functions -

    Checks

    Production process distribution checks -where the distribution lies.

    Defective item checks - to determinewhat kind of defects exist in the process.

    Defect location checks - to determinewhere the common defects on a part are

    located.

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    Defective cause checks - type of defectand thus validate the cause thereof.

    Check-up confirmation checks - finalphase of assembly to check the finishedproduct or work.

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    4. Histograms

    The common person believes that if apart is made in mass production from

    a machine, all of the parts will beexactly alike.

    The truth is that even with the best of

    machines and processes, no two parts are

    exactly the same. The product will have a main or "mean"

    specification limit, with plus/minus tolerance

    that states that as long as the part is

    produced within this range, to that range, it is

    an acceptable part.

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    The object is to hit the targetspecification, however, that is not

    always totally possible.

    The purpose of a Histogram is to takethe data that is collected from aprocess and then display it graphicallyto view how the distribution of thedata, centers itself around the mean,or main specification.

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    The histogram will graphically

    show

    The center of the data.

    The spread of the data.

    Any data skewness (slant, bias or run atan angle).

    The presence of outliers (product outsidethe specification range).

    The presence of multiple modes (orpeaks) within the data.

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    5. Scatter diagrams

    The Scatter Diagram is another QualityTool that can be used to show the

    relationship between "paired data",and can provide more usefulinformation about a productionprocess.

    What is meant by "paired data"? The term "cause-and-effect"

    relationship between two kinds of datamay also refer to a relationshipbetween one cause and another, orbetween one cause and several

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    For example, you could consider therelationship between an ingredient

    and the product hardness; betweenthe cutting speed of a blade and thevariations observed in length of parts;or the relationship between the

    illumination levels on the productionfloor and the mistakes made in qualityinspection of product produced.

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    6. Control charts

    Control charts are generally used in aproduction or manufacturing environment

    and are used to control, monitor andIMPROVE a process.

    Common causes are always present andgenerally attributed to machines, material

    and time vs. temperature.

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    This normally takes a minor adjustmentto the process to make the correction

    and return the process to a normaloutput.

    However, when making a change to the

    process, it should always be a MINOR

    change.

    If a plot is observed that shows a slightdeviation trend upward or downward,the "tweaking" adjustment should be a

    slight change, and then another

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    Too often people will over-correct bymaking too big of an adjustment which

    then causes the process to dramaticallyshift in the other direction.

    For that reason, all changes to theprocess should be SLIGHT and GRADUAL!

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    Control Lines

    A control chart is a graph or chart withlimit lines, called control lines.

    There are basically three kinds of controllines:

    the upper control limit (UCL),

    the central line (actual nominal size of

    product),

    the lower control limit (LCL).

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    The Xbar & R Control Chart

    An Xbar & R Control Chart is onethat shows both the mean value (X ), and the range ( R ).

    The Xbar portion of the chart

    mainly shows any changes in themean value of the process, whilethe R portion shows any changes

    in the dispersion of the process.

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    This chart is particularly useful inthat it shows changes in meanvalue and dispersion of the

    process at the same time, makingit a very effective method for

    checking abnormalities within theprocess; and if charted while inprogress, also points out a problemin the production flow in real time

    mode.

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    7. Fishbone diagram

    Cause & Effect Diagrams

    Identifying the Likely Causes of Problems

    Also called Fish or Fishbone Diagram andIshikawa Diagrams

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    Cause and Effect analysis helps you tothink through causes of a problem

    thoroughly. Their major benefit is that they push you to

    consider all possible causes of theproblem, rather than just the ones that are

    most obvious

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    Conclusion.

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