SANTIAGO, JASON P. Total Quality Management

ENGR. S.V. MENDOZA November 25,2010

An air-conditioning repair department manager has compiled data on the primary reasons for 41 service calls for the previous week, as shown in the table. Using the data make a check sheet for the problem types for each customer type and construct a Pareto diagram for each type of customer.

Job Number Problem/Customer

Type

Job Number Problem/Customer

Type

Job Number Problem/Customer

Type301 F/R 315 F/C 329 O/C302 O/R 316 O/C 330 N/R303 N/C 317 W/C 331 N/F304 N/R 318 NR 332 W/R305 W/C 319 O/C 333 O/R306 N/R 320 F/R 334 O/C307 F/R 321 F/R 335 N/R308 N/C 322 O/R 336 W/R309 W/R 323 F/R 337 O/C310 N/R 324 N/C 338 O/R311 N/R 325 F/R 339 F/R312 F/C 326 O/R 340 N/R313 N/R 327 W/C 341 O/C314 WC 328 O/C

CHECK SHEET

CUSTOMER TYPE

PROBLEM TYPE COMMERCIAL RESIDENTIAL

NOISY 13

EQUIPMENT FAILURE 9

RUNS WARM 7

ODOR 12

16 25

FOR RESIDENTIAL:

RESIDENTIAL

PROBLEM TYPE f cf

ODOR 7 7

RUNS WARM 4 11

NOISY 3 14

EQUIPMENT FAILURE 2 16

16

PARETO DIAGRAM

ODOR RUNS WARM NOISY EQUIPMENT FAILURE

0

2

4

6

8

10

12

14

16 100%

87.5%

68.75%

43.75%

FOR RESIDENTIAL:

RESIDENTIAL

PROBLEM TYPE f cf

NOISY 10 10

EQUIPMENT FAILURE 7 17

ODOR 5 22

RUNS WARM 3 25

25

PARETO DIAGRAM

NOISY EQUIPMENT FAILURE

ODOR RUNS WARM0

5

10

15

20

25 100%

88%

68%

40%

Prepare a run chart for the occurrence of defective computer monitors based on the following data, which an analyst obtained from the process of making the monitors. Workers are given a 15-minute break at 10:15 am and 3:15 pm and lunch break at noon. What can you conclude?

Interval Start Time

Number of Defects

Interval Start Time

Number of Defects

Interval Start Time

Number of Defects

8:00 1 10:45 0 2:15 08:15 0 11:00 0 2:30 28:30 0 11:15 0 2:45 28:45 1 11:30 1 3:00 39:00 0 11:45 3 3:30 09:15 1 1:00 1 3:45 19:30 1 1:15 0 4:00 09:45 2 1:30 0 4:15 0

10:00 3 1:45 1 4:30 110:30 1 2:00 1 4:45 3

RUN CHART:

8:008:15

8:308:45

9:009:15

9:309:45

10:0010:30

10:4511:00

11:1511:30

11:451:00

1:151:30

1:452:00

2:152:30

2:453:00

3:303:45

4:004:15

4:304:45

0

1

2

3

4

Number of Defects

CONCLUSION:

I can conclude based on the run chart that before every break period, there is an increase of number of defects made by the workers. This may be cause of tiredness of fatigue due to long hours of working. This may be also due to the workers’ hurry in making or finishing their work before the allotted break time starts.

Table lamp fails to light

MAN

ENVIRON MENTMETHOD

MACHINE

UNPROPERLY PLUGGED

ITS BULB IS BUSTEDSOLDERS INSIDE IS MELTED

WIRINGS ARE DICONNECTED

FORGET TO BE PLUGGED

THERE IS NO ELECTRICITY

BULB IS NOT WORKING

MATERIALS

NOT PROPERLY SWITCHED ON

Suppose a table lamp fails to light when turned on. Prepare a simple cause and effect diagram to analyze possible causes.

Prepare a scatter diagram for each of these datasets and then express in words the apparent relationship between the two variables. Put the first variable on the horizontal axis and the second variable on the vertical axis.

a.

Age 24 30 22 25 33 27 36 58 37 47 54 28 42 55Absentiism Rate 6 5 7 6 4 5 4 1 3 2 2 5 3 1

15 20 25 30 35 40 45 50 55 60 650

2

4

6

8

f(x) = − 0.15122199592668 x + 9.45235670643003

Absenteeism Rate

Age

As seen in the trend line, variable is closely related to each other. The absenteeism rate is reducing as the person gets older.

b.

Temperature(F) 65 63 72 66 82 58 75 86 77 65 79

Error Rate 1 2 0 0 3 3 1 5 2 1 3

50 55 60 65 70 75 80 85 900123456 Error Rate

Temperature

The curve line represents how temperature affects the performance of the worker. The workers are producing more errors as temperature increases and also slightly in crease as it goes decrease from the normal temperature.

Start

Check if you have your book, papers, highlighter and so forth

Travel to the library

If you find a place

Find a place at the library to study

If still want to study

1

1Study

If place get crowded

Finish studying, Go away

Stop

YY

Y

N

NN

Prepare a flowchart that describes going to the library to study for an exam. Your flowchart should include these items as: finding a place at the library to study; checking to see if you have your book, papers, highlighter and so forth; traveling to the library; and the possibility of moving to another location if the place you choose to study starts to get crowded.