Topic 5 - The Tools of Quality

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QUALITY MANAGEMENT

CHAPTER 10:
The Tools of Quality

L e cture r : N g uy e n M i nh H o a

1
TOPIC OUTLINE

Basic senven tools of quality


The Seven new tools for Improvement

2
TOPIC OUTLINE

Basic senven tools of quality


The Seven new tools for Improvement

3
BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts
4
BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
5
Analysis
Diagrams

Control
charts
Procsess Maps

A process map is a picture of a process.


Foster & Gardner (2022)

Business processes are what companies do wherer they deliver a service or a


product to customer.
(Dumas et al., 2017)

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Purposes of Procsess Maps

➢ Create a map of the process as it exists


➢ Determine the parameter for process improvement
➢ Understand the process before we can improve it

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Simple rules for process maps

✓ Use simple symbols


✓ All arcs in the process map leaving and entering a symbol
✓ The arcs represent the progression from one step to the next
✓ Develop a general process map first, then fill it out by adding more
detail or subflowchart
✓ Develop step by interviewing those who do it
✓ Determine added value and non-added value steps

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Steps in process mapping
Step 1: Setting on a standard set of process mapping symbols to be used

Step 2: Clearly communicating the purpose of the process map to all the individuals
involved in the exercise

Step 3: Observing the work being performed by shadowing the workers performing the
work

Step 4: Developing a map of the process

Step 5: Reviewing the process map with the employees to make needed changes and
adjustmentsto the process map

Step 6: Develop a map of the improved process


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Basic mapping symbols

Start/Stop Processing

Input/output Decision

Flowline Page connector

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Current & Proposed Home occupation Process
Current Proposed
Exercise

Email: minhhoa.neu@gmail.com

Develop a process map to:


❖ Have a girlfriend/boyfriend
❖ Prepare a group presentation in
Quality management course
❖ Cook rice
BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts

13
Check sheets

Check sheets are data-gathering


tools that can be used in forming
histograms; Pareto chart or
control chart.
They can be either tabular,
computer based, or schematic.

Copier Problems Check sheet


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Steps to set up a check sheet
Step 1: Identify common defects occurring in the process

Step 2: Draw a table with common defects in the left column and time period across
the tops of the columns to track the defects

Step 3: The user of the check sheet then places checkmarks on the sheet whenever
the defect is encountered

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Tabular check sheet

Copier Problems Check sheet


Schematic check sheet
Computer-based check sheet
Exercise
Summarize the data given below to develop a Pareto chart

Material type: A = vendor A, B = vendor B. C= vendor C


Defect type: 1 = overweight, 2 = underweight, 3 = cutter marks, 4 = discoloration, 5 =
others
BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts

20
Exercise

Problem: Jeff is the branch manager at a local bank. Recently, Jeff’s been
receiving customer feedback saying that the wait times for a client to be served
by a customer service representative are too long. Jeff decides to observe and
write down the time spent by each customer on waiting. Here are his findings
from observing and writing down the wait times spent by 70 customers. You are
required to create a histogram based on the below data.

(minute)
Histograms

✓ Histograms are simple graphical


representations of data in a bar format
✓ Histograms are also used to observe
the shape of data

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Steps to develop histograms
Step 1: Find maximum value (Xmax) and Step 6: Draft a histogram count sheet
minimum value (Xmin) Class Class interval Count
1 [(Xmin – (Xmin+H)]
Step 2: Cacuclate the total range (R)
2 [(Xmin+H) – (Xmin+2H)]
R=Xmax – Xmin …
Step 3: Choose the number of classes (k), which is k

given buy the model


2k ≥ 𝑛 => k ≥ log n/ log 2 Step 7: Draw histograms
Where n is the number of raw data values ▪ Draw X & Y axis
Step 4: Caculate column/class width (H) ▪ Add characteristics and frequency on X& Y axis
H = R/K ▪ Draw the histogram based on histogram count
Step 5: Defind classes intervals
1st Class interval [(Xmin) – (Xmin+H)] Step 8: Analyze histogram
2nd Class interval [(Xmin+H) – (Xmin+2H)] Give conclusion based on the shape of histogram

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Rules to develop histograms

✓ The width of the histogram bars must be consistent


✓ The classes must be mutually exclusive and all-inclusive (or collective
exhaustive)

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Rules to caculate the number of classes

2k ≥ 𝑛 k ≥ log n/ log 2

Where
• n is the number of raw data values
• k is the number of classes

Using this formula, we find

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TYPICAL HISTOGRAM SHAPES AND WHAT THEY MEAN

Bell-shaped curved - normal


distribution Bell-shaped
• Points are as likely to occur on 25
one side of the average as on 20
the other 15
10
5
0
1 2 3 4 5 6 7 8 9 10

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TYPICAL HISTOGRAM SHAPES AND WHAT THEY MEAN

Skewed Distribution Skewed Distribution


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• Asymmetrical 12
• The distribution’s peak is off 10
center toward the limit and 8
a tail stretches away from it 6
4
2
0
1 2 3 4 5 6 7 8 9 10

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TYPICAL HISTOGRAM SHAPES AND WHAT THEY MEAN

Double-Peaked or Bimodal Double-Peaked or Bimodal


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• Looks like the back of a two-
12
humped camel.
10
• The outcomes of two processes
8
with different distributions are
6
combined in one set of data
4
2
0
1 2 3 4 5 6 7 8 9 10

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TYPICAL HISTOGRAM SHAPES AND WHAT THEY MEAN

Plateau or Multimodal Distribution Plateau or Multimodal Distribution


12
▪ Several processes with normal
10
distributions are combined. 8
▪ Because there are many peaks close 6

together, the top of the distribution 4


2
resembles a plateau.
0
1 2 3 4 5 6 7 8 9 10

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TYPICAL HISTOGRAM SHAPES AND WHAT THEY MEAN

Comb Distribution Comb Distribution


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▪ The bars are alternately tall and
short. 12
▪ This distribution often results 10
from rounded-off data and/or an 8
incorrectly constructed 6
histogram. 4
2
0
1 2 3 4 5 6 7 8 9 10

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BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts

31
Exercise
Problem: Healthy People, Inc., a
company specializing in home health
care solutions for U.S. consumers,
was a growing company. The
company wished to study the
relationship between absenteeism
and the number of overtime hours
worked by employees. Thirty
employees were randomly selected,
and numbers of overtime hours were
graphed against numbers of days
absent for the previous year.
Scatter Diagram

The scatter diagram or scatter plot is used to examine the relationships


between variables

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Steps in setting up a scatter plot

Step 1: Determine your x (independent) and y (dependent) variables

Step 2: Gather process data relating to the variables identified in step 1

Step 3: Plot the data on a two-dimensional plane

Step 4: Observe the plotted data to see whether there is a relationship


between the variable

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BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts

35
Exercise
Problem: The Sampson Company produces high-tech radar that is used in top-secret
weapons by the Secret Service and the Green Berets. They have had trouble with a
particular round component. The target diameter for this component is 6 centimeters.
Samples of size four were taken during four successive days. The results are in the
following table.
Use X and R charts to determine whether the process is stable
Control charts
Control charts are used to determine whether a process will produce a
product or service with consistent measurable properties

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Common types of control charts

Variables Attributes
X process population average P proportion defective
𝑋ത np number defective or number
mean or average
nonconforming
R c number nonconforming in a
range
consistent sample space
MR moving range u number defects per unit
s standard deviation

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𝑋ത and R chart

The 𝑋ത chart is a process chart The R chart is used to monitor


used to monitor the average the dispersion of the process
of the characteristic being
measured

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Steps to develop 𝑋ത chart
Step 1: Select samples from the process for the characteristic being measured. Then form the
samples into rational subgroups

Step 2: Find the average value of each sample by dividing the sums of the measurements by the
sample size (𝑋𝑖)

σ𝑛
𝑖=1 𝑋𝑖
Step 3: Compute a center line 𝑋ധ =
𝑁

Step 4: Compute control limits


UCL = 𝑋ന + 𝐴2 ∗ 𝑅ത
LCL = 𝑋ന − 𝐴2 ∗ 𝑅ത

Step 5: Draw 𝑋ത chart with control limits, center line


and plot the value on the process control 𝑋ത chart
Page 288 – Managing quality – Thomas Foster
Step 6: Interpreting control chart
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Steps to develop 𝑅 chart
Step 1: Collect samples from the process and organize them into subgroups, usually of three to six
items

Step 2: Compute the range R by taking the difference of the high value in the subgroup minus the low
value

σ𝑛
𝑖=1 𝑅𝑖
Step 3: Compute a center line 𝑅ത =
𝑁

Step 4: Compute control limits


UCL = 𝐷4 ∗ 𝑅ത
LCL = 𝐷3 ∗ 𝑅ത = 0 (with n < 7)

Step 5: Draw R chart with control limits, center line


and plot the R value on the R chart
Page 288 – Managing quality – Thomas Foster
Step 6: Interpreting control chart
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Interpreting control chart

Source: Bertrand L. Hansen (1964), Quality Control: Theory and Applications


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Interpreting control chart

Source: Bertrand L. Hansen (1964), Quality Control: Theory and Applications


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Interpreting control chart

Source: Bertrand L. Hansen (1964), Quality Control: Theory and Applications


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Exercise 1
Problem: The Sampson Company produces high-tech radar that is used in top-secret
weapons by the Secret Service and the Green Berets. They have had trouble with a
particular round component. The target diameter for this component is 6 centimeters.
Samples of size four were taken during four successive days. The results are in the
following table.
Use X and R charts to determine whether the process is stable
Steps to develop 𝑋ത chart
Step 1: Select samples from the process for the characteristic being measured. Then form the
samples into rational subgroups

Step 2: Find the average value of each sample by dividing the sums of the measurements by the
sample size (𝑋𝑖)
Compute the range R by taking the difference of the high value in the subgroup minus the low value

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Steps to develop 𝑋ത chart
Step 3: Compute a center line
σ𝑛
𝑖=1 𝑋𝑖 6+6.75+6.25+5.5.+5.75+6.5+6.25+5.25

𝑋= = = 6.03
𝑁 8

σ𝑛
𝑖=1 𝑅𝑖 2+2+1+3+2+1+1+3
𝑅ത = = = 1.88
𝑁 8

Step 4: Compute control limits


➢ 𝑿ഥ chart
UCL = 𝑋ന + 𝐴2 ∗ 𝑅ത = 6.03 + 0.729 * 1.88 = 7.4
LCL = 𝑋ന − 𝐴2 ∗ 𝑅ത = 6.03 - 0.729 * 1.88 = 4.66
➢ R chart
UCL = 𝐷4 ∗ 𝑅ത =
LCL = 𝐷3 ∗ 𝑅ത =

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Steps to develop 𝑋ത chart

Step 5: Draw 𝑋ത chart Step 5: Draw R chart

Step 6: Interpreting control chart Step 6: Interpreting control chart

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BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause-and-
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts

49
Cause-and-Effect (Ishikawa) Diagrams
The Ishikawa cause-and-effect or fishbone or Ishikawa diagram is a good tool to
help us move to lower levels of abstraction in solving problems.

The diagram looks like the skeleton of a fish, with the problem being the head of
the fish, major causes being the “ribs” of the fish, and subcauses forming smaller
“bones” off the ribs.

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Steps to develop cause-and-Effect Diagrams
Step 1: State the problem clearly in the head of the fish.

Step 2: Draw the backbone and ribs. Ask the participants in the brainstorming session to
identify major causes of the problem labeled in the head of the diagram. If participants
have trouble identifying major problem categories, it may be helpful to use materials,
machines, people, and methods as possible bones.

Step 3: Continue to fill out the fishbone diagram, asking “Why?” about each problem or
cause of a problem until the fish is filled out. Usually it takes no more than five levels of
questioning to get to root causes—hence the “five whys.”

Step 4: View the diagram and identify core causes.

Step 5: Set goals to address the core causes

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Cause-and-Effect Diagram:
Wobbling Saw Blade Example

Source: Patrick Shannon, Boise State University, 2011.


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Exercise

Use fishbond diagram to identify causes of following


problems:
✓ Students don’t have a good academic performance
✓ Students don’t have lover

minhhoa.neu@gmail.com
BASIC SEVEN TOOLS OF QUALITY

Process Check
Histograms
Map sheets

Cause and
Pareto
Scatter Plots Effect
Analysis
Diagrams

Control
charts

54
Pareto charts

✓ Pareto charts are used to identify


and prioritize problems to be solved
✓ The 80/20 rule states that roughly
80% of the problems are created by
roughly 20% of the causes.

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Some rules for constructing Pareto charts

✓ Information must be selected based on types or classifications of


defects that occur as a result of a process. An example might be the
different types of defects that occur in a semiconductor.
✓ Data must be collected and classified into categories.
✓ A frequency chart is constructed showing the number of
occurrences in descending order.

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Steps in developing Pareto chart
Step 1: Gathering categorical data relating to quality problems.

Step 2: Re-order the datas from the largest to the smallest.

Step 3: Determine the percentage and cumulative-percent of total

Step 4: Draw the label vertical and horizontal axis

Step 5: Draw bars to represent the percentages of each contributor

Step 6: Draw line graphs to represent the cumulative-percent of total

Step 7: Focusing on the tallest bars in the frequency chart first when solving the
problem
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Exercise

Problem: A copying company is concerned because it is taking too


long for operators to set up new printing jobs. They decide to use
Pareto analysis to find out why setup times are taking so long. The data
gathered reflect the following major causes:
TOPIC OUTLINE

Basic senven tools of quality


The Seven new tools for Improvement

59
The new seven tools

Interrelationship
Affinity diagram
digraph

Tree diagram/
Systems flow

Prioritization
Matrix diagram
matrices

Process decision Activity network


program chart diagram

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The new seven tools

61
The new seven tools

Interrelationship
Affinity diagram
digraph

Tree diagram/
Systems flow

Prioritization
Matrix diagram
matrices

Process decision Activity network


program chart diagram

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Affinity diagram

✓ Affinity diagram helps a group converge on a set


number of themes or ideas that can be addressed
later.
✓ An affinity diagram creates a hierarchy of ideas on
a large surface

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Steps to establish an affinity diagram
Step 1. Identify the problem to be stated. Create a clear, concise statement of the issue that is
understood by everyone.
Step 2. Give the team members a supply of note cards and a pen. Ask them to write down
issues that relate to the problem. There should only be one idea per card. Ask them to use at
least four or five words to clearly explain their thinking.
Step 3. Allow only about 10 minutes for this writing activity.
Step 4. Place the written cards on a flat surface.
Step 5. Lay out the finished cards so all participants can see and have access to all the cards.
Step 6. Let everyone on the team move the cards into groups with a similar theme. Do this
work silently because it does not help to discuss your thinking. Work and move quickly.
Step 7. If you disagree with someone else’s placement of a note card, say nothing, but move it.
Step 8. You reach consensus when all the cards are in groups, and the team members have
stopped moving the cards. Once consensus has been reached concerning placement of the
cards, you can create header cards.
Step 9. Draw a finished affinity diagram, and provide a working copy for all participants
64
QUESTIONS
65

Lecturer: Nguyễn Minh Hòa

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