Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Quality Tools and Techniques
Practicing quality techniques
Author: Dr Rhys Rowland-Jones
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Session plan– Demonstrate the differing types of quality tools/techniques
attributed to the Japanese.– Illustrate the applicability of tools and techniques of quality
improvement.– Describe individual applications of appropriate quality tools.
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Continual improvement • Continual improvement is a type of change that is focused on
increasing the effectiveness and/or efficiency of an organization to fulfil its policy and objectives.
• It is not limited to quality initiatives.• Improvement in business strategy, business results, customer,
employee and supplier relationships can be subject to continual improvement.
Source: IQA. 2007
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Basic steps in problem solving1. Define the problem and establish an improvement goal.2. Collect data.3. Analyze the problem.4. Generate potential solutions.5. Choose a solution.6. Implement the solution.7. Monitor the solution to see if it accomplishes the goal.
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Traditionally, a Japanese Samurai carried seven tools into battle.• After World War II the Japanese adopted 'quality' as a philosophy for
economic recovery and, in line with this traditional approach, sought seven tools to accomplish the economic rejuvenation. The seven tools chosen were:
– Histograms – Cause and Effect Diagrams – Check Sheets – Pareto Diagrams – Graphs – Control Charts – Scatter Diagrams
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Control Chart Pareto Chart
Data CollectingScatter Plot Ishikawa Chart
HistogramStratification
* *****
* * *
The seven tools
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Techniques For Improvement.
Inputs Outputs
Input-Output analysisFlow Charts
x
xx
xx
xx
x
Scatter Diagrams
Cause-Effect DiagramsPareto Analysis Why - why analysis
Why?Why?
Why?
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Cause-and-Effect Diagram
Effect
MaterialsMethods
EquipmentPeople
Environment
Cause
Cause
Cause
Cause
Cause
CauseCause
Cause
CauseCause
Cause
Cause
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Check Sheet
Billing Errors
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
Monday
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Pareto Analysis
80% of the problems may be
attributed to 20% of the
causes.
Smearedprint
Num
ber
of d
efec
ts
Offcentre
Missinglabel
Loose Other
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Statistical Process Control (SPC)• A process by which a product/service is checked during its creation using
certain set parameters and statistical techniques to measure and analyze the variation within the process.
• WHAT IS IT USED FOR:
• To monitor the consistency of product/service quality and maintain processes to a fixed target as designed.
• To drive improvement actions within an organization.
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Control Chart
970980990
100010101020
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
UCL
LCL
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Run Chart
Time (Hours )
0.440.460.480.5
0.520.540.560.58
1 2 3 4 5 6 7 8 9 10 11 12
Time (Hours)
Dia
met
er
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Tracking Improvements
UCL
LCL
LCLLCL
UCLUCL
Process not centredand not stable
Process centredand stable
Additional improvementsmade to the process
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Process VariationProcess Variability
Variations due to:
Natural Causes:• Temperature variation• Material variation• Customer differences• Operator performance
Special Causes:• Machine is breaking• Untrained operative• Machine movement• Process has changed
Must be monitored Early and visible warning required
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
What can be controlled using SPC?
• VARIABLES.
• Variable Measures are those that can be measured on a continuous scale, for example length, time, weight....
• ATTRIBUTES.
• Attributes are characteristics that are assessed by judgment and are dichotomous, i.e. have two states such as right or wrong, looks OK or not OK.
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Quality at the source
The philosophy of making each worker responsible for the quality
of his or her work.
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
– Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market.
– Losses begin to accrue as soon as a quality characteristic of a product or service deviates from the nominal value.
– Once the specification limits are reached the loss suddenly becomes positive and constant, regardless of the deviation from the nominal value beyond the specification limits.
Genichi Taguchi’s theory of Quality loss
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Taguchi Loss Function
Cost
TargetLowerspec
Upperspec
Traditionalcost function
Taguchicost function
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
strong (3)
Quality Function Deployment
Absolute WeightSales PointsFeasibilityEvaluation
attribute weights x relationship strength
1= weak; 10 = strong
1=easy, 10=difficult(AW x SP) / Feasibility
weak (1)
very strong (9)
KEY
Cus
tom
er
Attr
ibut
es
Customer Perceptions
Design Characteristics
2 3 41 5
The House of Quality
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Eng
inee
ring
Cha
ract
eris
tics
Parts Characteristics
Par
ts
Cha
ract
eris
tics
Key ProcessOperations
Cus
tom
er
Req
uire
men
ts
Engineering Characteristics
Key
Pro
cess
Ope
ratio
ns
ProductionRequirements
QFD The House Of Quality.
The QFD methodology has been developed into a continuous process, and it can be applied equally well to service or manufacturing environments
Quality Tools and Techniques
Standards in Actionwww.bsieducation.org/standardsinaction
Summary• We have looked at a range of quality tools/techniques for
improvement.• Statistical process control.• Taguchi’s theory of quality loss.• Quality Function deployment.
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