CETM09:

Quality - Tools and Techniques

Prof Helen M Edwards

Dept of Computing, Engineering and Technology,
Faculty of Applied Science
1

Focus

Place of Techniques in Process Improvement Phases

PDCA
Process Mapping
Process Flowcharting
Brainstorming
Cause and Effect (Ishikawa) Diagram
Pareto Analysis
Statistical Control Process (SPC)

Place of Techniques in
Process Improvement Phases
Tools/
Techniques

Select

Understand

Performance

Review

PDCA

Process
Mapping

Process
Flowcharting

Brainstorming

Pareto Analysis

Capture

Ishikawa
Statistical
Process Control

Change

The PDCA Cycle

Image from Karn G. Bulsuk

(http://karnbulsuk.blogspot.com

Process Mapping: To construct a process map

Brainstorm all activities that routinely occur within the
scope of the process
Group the activities into 4-6 key sub-processes
Identify the sequence of events and links between the
sub-processes
Define as a high level process map and sub-process
maps using ICOR

Process Mapping

Example Process with ICOR elements

Process Flowcharting
Symbols
Start/Stop
Process
Informatio
n
Decision
Records/
Documents

Connector

From: http://www.edrawsoft.com/flowchart-examples.php

Brainstorming
Typically a group technique used to generate a large
number of ideas quickly
Look for originality and innovation
there must be no criticism or evaluation
Continue until no further ideas emerge.

It can be used for:

Identifying problem areas

Identifying areas for improvement
Designing solutions to problems
Developing action plans

Cause and Effect (Ishikawa) Diagram

10

Pareto Analysis
Usually, Pareto
diagrams reveal that
around:
80% of the effect
is attributed to
20% of the causes;

Also know as the

80/20 rule

11

Pareto Analysis Example

Policies require excess information on users

Policies require complicated procedures
Too much paperwork
Not enough funding
Inadequate schedules
Inadequate policies
Clinic personnel have too many chores at home
Clinic personnel have other jobs
Clinic personnel lack punctuality
Clinic personnel have insufficient training
Clinic personnel aren't motivated
Clinic personnel are careless
Clinic personnel don't follow the schedule
Users forget ID cards
Users don't keep appointments
Users are uncooperative
Delay in handing over lab results to doctors
Outdated methods
Lack of automation
Procedures take too long
12

1
1
2
2
13
2
2
2
6
2
1
1
16
1
2
1
14
12
9
11

Health Centre Example: Causes of Long

Waiting Times

Statistical Process Control (SPC)

A toolkit for managing processes.
A strategy for reducing the variability which is the cause
of most quality problems
in products, deliveries, materials, equipment, attitudes and
processes.

It shows whether a process is

in control: stable and exhibiting only random variation, or
out of control and needing attention.

It warns of performance deterioration,

Helps with
long-term defect reduction,
reduction or elimination of causes of variation and
achievement of a level of performance as close to target as
possible.
13

SPC Toolkit
Control Chart.

Check Sheet

Bar Charts

Scatter Diagram
Histogram

Matrix Analysis

Dot Plot or Tally Chart

14

Recap

15

Place of Techniques in Process Improvement Phases

PDCA
Process Mapping
Process Flowcharting
Brainstorming
Cause and Effect (Ishikawa) Diagram
Pareto Analysis
Statistical Control Process (SPC)

References
Balanced Scorecard Institute (1996) Handbook & Tools for Basic Process
Improvement http://www.tinyurl.com/BSC-tools
[particularly useful for follow up exercises and explanations]
DTI (2005) From Quality to Excellence. http://tinyurl.com/DTI-Quality
Gupta, P (2005) From PDCA to PPPP: The four P's of process management
lead to quality success. Quality Digest.
http://www.accelper.com/pdfs/From PDCA to PPPP.pdf
Management Sciences for Health (1998) The Guide to Managing for
Quality: Pareto Analysis. (Start from http://erc.msh.org/quality/map.cfm)
Management Sciences for Health (1998) The Guide to Managing for
Quality: Pareto Analysis.
http://erc.msh.org/quality/example/exampl22.cfm.

16