1. The Quality Improvement Model
Define Process
The Quality Improvement Model
Select Measures
Collect & Interpret Data
Define Process
Is Process Stable ?
Entering first step of the model
This module explains this step No
Investigate & Fix Special Causes
Purpose:
Communicate to an individual or team a clear understanding of the process under study.
Establish improved and consistent process operations.
Yes
Is Process Capable ? No
Improve Process Capability
Yes
Use SPC to Maintain Current Process

2. Process Components Processes are where the work actually gets done
Suppliers
Inputs
Processes
Outputs
Customers
Processes are where the work actually gets done
Transforming inputs into outputs
A process is any activity that converts
All processes involve Suppliers, Inputs, Outputs, and Customers

3. Defining Processes
Why
Communicate to an individual or a team a clear understanding of the process under study.
Standardize process operations.
These are the activities involved in defining processes
How
Identify and list Suppliers, Inputs, Outputs, and Customers.
Develop flow chart of the process steps.
Assure a common understanding of related procedures.
Verify practice vs. procedure.

4. Process Standardization
STANDARDIZATION is everyone following the procedures the same way.
These Procedures:
Why might standardization be good?
What if you have 4 operators and 1 has a new way to do something? Do you want that person to do it their own way, or do you want them to keep doing it the same way as everyone else even if they think it is better?
Imai Quote - Talk about some of the operations that should and shouldn’t be standardized. Examples.
Don’t want standardization to rob people of their creativity. Don’t overdo it.
Have class discuss personal experience.
Are not the optimum perfection.
Are not necessarily the current best known methods.
Are the agreed-upon methods.
“It is neither possible nor necessary to standardize all the operations. However, crucial elements...should be measurable and standardized.”
—Misaaki Imai KAIZEN

5. Process Flow Charts Purchasing Process
Manufacturing Submits Purchase Order
A Graphical display of the steps in a process.
Purchasing Contacts Vendors for Pricing
Vendor Submits Bids
Discuss Quality vs. Price
and Select Vendor
Standard Symbols
Can Vendor
Meet Schedule?
Process Steps No
Yes
Decisions
Vendor Delivers Goods
Manufacturing Inspects Goods
Beginning or End Points,
or Connectors between pages
Purchasing Pays Vendor
End

6. Process Mapping Pumping Filtration Extrusion String Up Quench Cutting
Outputs
Chip weight
Chip viscosity Chip defects
Gels Dirt
Shutdown/rate

7. Detailed Process Maps What is the tool?
Graphical illustration of the process
What will the tool identify?
All value-added and non-value-added process steps
Input variables (X’s)
Output variables (Y’s)
Data collection points
When do you apply process mapping?
Always

8. Process Mapping Steps
Identify the process, its external inputs and customer outputs
Identify all steps in the process graphically
List output variables at each step
List input variables and classify process inputs as controlled or uncontrolled
Add process specifications for input variables

9. Step 1: Identify the Process and Inputs/Outputs
We need to get a 50,000 ft. view of the process first
First identify the process in simple terms
Secondly we identify external inputs
Incoming information
Raw materials
Personnel
Energy requirements
Finally we identify the customer requirements (outputs)
Identify the attributes of a correctly functioning product or service

10. Step 1: Examples Manufacturing Fluid Bed Dryer Non- Manufacturing
Rate
Temperature
Air Flow
Residence Time
Appearance (Color )
Physical Chem
Properties
Cycle Time
(plugging)
Zone 3 Temp
Inputs
Outputs
Order Entry
Phone
FAX
Price
Availability
Confirmation of Order
Promise Date
Order number
Non- Manufacturing

11. Step 2: Identify All Steps in the Process
Include all value-added and non value-added steps
Process steps, inspection/test, rework, scrap points
Manufacturing
Mixing
Water and Metals Preparation
Extrusion
Extrude through die
Dryer Calciner
NADM
Solution Preparation
Impregnation
Fluid Bed Dryer
Final preparation / appearance issues
Metals addition
Material
drying, surface
area issues
Non-Manufacturing
Answer Phone
Greet customer
Determine parts needed
Identify need date
Identify ship to address
Identify price
Identify shipment method
Internal Information
Get internal P/N
Determine terms
Identify lead time
Complete order worksheet
Order Entry
Input information
Print order confirmation
Determine ship date
Review order
Order Confirmation
FAX confirmation to customer
Verify manufacturing receipt of order

12. Step 3: List Key Output Variables
Include both process and product output variables
Manufacturing
Outputs
TV of Mix -Quality Check around extrusion
TV of Mix - Quality Check around extrusion
Surface Area
Pore Volume
Appearance pH
Temp
Specific Gravity
Clarity
Appearance (Color, Wetness)
Appearance (Color)
Physical Chemical Properties
Cycle Time (plugging)
Zone 3 Temp
Mixing
Water and Metals Preparation
Extrusion
Extrude through die
Dryer Calciner
Material
drying, surface
area issues
NADM
Solution Preparation
Impregnation
Metals addition
Fluid Bed Dryer
Final preparation / appearance issues

13. Step 3: List Key Output Variables
Include both process and product output variables
Prompt answer
Live body
Part number
Availability
Need date
Customer number
Order worksheet
Pricing
Non-Manufacturing
Outputs
Answer Phone
Greet customer
Determine P/N
Identify need date
Identify ship to address
Identify ship method
Internal Information
Get internal P/N
Determine terms
Identify lead time
Complete order worksheet
Order in computer
All line items complete
Correct info
Promise date
Order number
Printed confirmation
Order confirmation to customer
Order to production
Order Entry
Input information
Print order confirmation
Determine ship date
Review order
Order Confirmation
FAX confirmation to customer
Verify manufacturing receipt of order

14. Step 4: List and Classify Key Input Variables
List all key input variables and classify them as
Controlled inputs
Uncontrolled inputs
Controlled Inputs: Input variables that can be changed to see the effect on output variables
Sometimes called “knob” variables
Uncontrolled Inputs: Input variables that impact the output variables but are difficult or impossible to control (may also be controllable, just not under control currently)
Example: Environmental variables such as humidity
Critical Inputs: Input variables that have been statistically shown to have a major impact on the variability of the output variables

15. Process Mapping Examples
Manufacturing
Outputs
TV of Mix -Quality Check around extrusion
TV of Mix - Quality Check around extrusion
Surface Area
Pore Volume
Appearance pH
Temp
Specific Gravity
Clarity
Appearance (Color, Wetness)
Appearance (Color)
Physical Chemical Properties
Cycle Time (plugging)
Zone 3 Temp
Mixing
Water and Metals Preparation
Extrusion
Extrude through die
Dryer Calciner
Material
drying, surface
area issues
NADM
Solution Preparation
Impregnation
Metals addition
Fluid Bed Dryer
Final preparation / appearance issues
Total Rate C
Mixer Speed C
Al2O3 Qual U
Rec Comp U
Ext Rate C
Die Wear U
Ext RPMs C
Die Change U
Temperature C
Rot speed C
Draft C
Feed Rate C
Drying air U
Inputs Types
Inputs Types
Nitric Acid C
H2O2 C
Water C
ADM C
Hold Time U
Agitation C
Phos Acid C
Nozzle Type C
Spray Time C
Moly C
Nickel C
Base C
Rate C
Air Flow C
Res Time C

16. Process Mapping Examples
Non-Manufacturing
Inputs
Type
Information from customer
Greeting script
Answering procedure
Telephone system
Cross reference for P/N’s
Order information
Plant loading information
Order worksheet form
Pricing algorithm C U
Outputs
Answer Phone
Greet customer
Determine P/N
Identify need date
Identify ship to address
Identify ship method
Internal Information
Get internal P/N
Determine terms
Identify lead time
Complete order worksheet
Inputs
Type
Order worksheet
Computer entry screens
Lead time information from mfg
Shipment method
Printed confirmation sheet
Production schedule
Customer contact info
Production contact info
Confirmation procedure U C
Outputs
Order Entry
Input information
Print order confirmation
Determine ship date
Review order
Order in computer
All line items complete
Correct info
Promise date
Order number
Printed confirmation
Prompt answer
Live body
Part number
Availability
Need date
Order Confirmation
FAX confirmation to customer
Verify manufacturing receipt of order
Customer number
Order worksheet
Pricing
Order confirmation to customer
Order to production

17. Step 5: Add Specifications for Inputs
For input variables identified as Controlled and Critical Inputs, we can add the operational specifications and targets for these variables
This information is the beginnings of the Control Plan!

18. Using Process Maps to Evaluate Processes
Understand customer/supplier relationships
Discover unnecessary steps
Achieve agreement on process
Everyone understands their role
Provides inputs to Cause and Effects Matrix
Provides inputs to Control Plan Summary
Provides inputs to Capability Summary
Excel template: Process Map Master.XLS
Mostly a review slide
Flow charts lead to formal procedures
These procedures should then be standardized, or at least certain steps within them
Don’t drive this into the ground! Move on!