Quality Improvement: Problem Solving

AgendaAgenda Review Homework

• Problems: Ch 2: 3, 7, 12 Lecture/discussion

• Chapter 3: Problem Solving• PDSA

• Deming• Text-10 Point Method• Florida Power and Light• Xerox• HP

Week 6 Assignment • Homework

• Problems Ch 3: 2, 4• Desksides: 7 QC Tools

• Flow chart• Pareto chart• Histogram• Cause and Effect Diagram• Check sheet• Scatter diagram• Control chart

• Management tools• Why-why• Force field analysis• Brainstorming*

Week 5

Quality Improvement: Problem Solving

Quality Improvement: Quality Improvement: Problem SolvingProblem Solving

Chapter Three

Quality Improvement: Problem Solving

What is QCWhat is QCProblem Solving?Problem Solving?

“Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the quality-improvement process”.• Not hit or miss, but objective and systematic• Not directed at symptoms, but rather at root

causes

Quality Improvement: Problem Solving

Problem Solving ProcessProblem Solving Process

Follow UpIdea

Generation

SymptomSymptomRecognitionRecognition

FactFinding

ProblemIdentification

SolutionDevelopment

PlanImplementation

Quality Improvement: Problem Solving

All Managers Need Problem All Managers Need Problem Solving SkillsSolving Skills

80% of problems are external to QC organizations

Quality problems transcend individual functions

Companies need multi-discipline problem solving approach

Management involvement and commitment is crucial

Source: Feigenbaum, Total Quality Control, 1991, p. 151.

Quality Improvement: Problem Solving

Problem Solving Skills for Problem Solving Skills for ManagersManagers

Understand and utilize a systematic problem solving process

Ask the right questions Present information clearly and

unambiguously Make judgments based on information

PDSA Cycle Seven QC Tools

Quality Improvement: Problem Solving

10 Problem Solving Steps10 Problem Solving Steps

PLAN

DO

ACT

STUDY

PLAN

DO

ACT

STUDY

RecognizeProblem

Quality Improvement: Problem Solving

Gap AnalysisGap AnalysisInternal orInternal orExternalExternalSupplierSupplier

InputInput OutputOutputInternal orInternal orExternalExternal

CustomerCustomerProcess AProcess A

QualityQualityCharacteristicsCharacteristics

RequirementsRequirementsandandExpectationsExpectations

Are there any gaps?Are there any gaps?

Quality Improvement: Problem Solving

10 Problem Solving Steps10 Problem Solving StepsRecognizeProblem

Form qualityimprovement

teams

EvaluateSolution

Ensureperformance

AnalyzeProblem

IdentifyPossibleSolutions

DeterminePossibleCauses

DefineProblem

ImplementSolution

Continuousimprovement

PLAN

DO

ACT

STUDY

Quality Improvement: Problem Solving

Florida Power & Light’s 7 Florida Power & Light’s 7 step modelstep model

Identify a problem area Identify the problem’s component parts Search data for root causes Identify and select countermeasures Confirm the problem responds to the

correction Assure non-recurrence Decide what will be done with future problems

- evaluate team effectiveness

Quality Improvement: Problem Solving

Xerox Problem Solving Xerox Problem Solving ProcessProcess

Quality Improvement: Problem Solving

ANALYZE

ADOPT

SELECT

UNDERSTAND

CHECK DO

PLAN

Process Analysis MethodProcess Analysis Method

Quality Improvement: Problem Solving

Why do we need the 7 QC Why do we need the 7 QC tools?tools?

TQM is data driven: data are impersonal; opinions are not.

Experience is gained quickest by collecting and analyzing data.

The 7 QC tools provide common methods of analysis to help problem solving teams operate effectively.

Quality Improvement: Problem Solving

PDSA and QC ToolsPDSA and QC Tools

PLAN

DO

ACT

STUDY

PLAN

DO

ACT

STUDY

BrainstormingPareto analysis

Why-Why diagram

Check sheetsRun charts

Control chartsCause and effect

diagramScatter diagrams

Control charts

Run charts

Histograms

Scatter diagramsCheck sheets

Pareto charts

Quality Improvement: Problem Solving

BrainstormingBrainstorming Purpose - generate a

list of • problems• opportunities• ideas

Success requires• no criticism• no arguing• no negativism• no evaluation

Quality Improvement: Problem Solving

Problems forProblems for“Why-Why” discussion“Why-Why” discussion

What are the root causes?• 787’s not being

delivered on time • Utility outages too

frequent• Fast food outlet

profits falling

Construct a “Why-why” diagram• List problem

statement• Ask why 5 times;

record responses