1. Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

2. Lead a Plan-Do-Check-Act (PDCA) process improvement initiative. Use quality tools for analysis and problem solving. Compare and contrast the corporate programs for quality improvement. Learning Objectives

3. Foundations of Continuous Improvement - Customer Satisfaction - Management by Facts - Respect for People Plan-Do-Check-Act (PDCA) Cycle Problem Solving (10 steps) Quality and Productivity Improvement Process

4. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

5. Check Sheet

6. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

7. Run Chart

8. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

9. Histogram of Lost Luggage

10. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

11. Pareto Chart of Problems 8-11

12. Pareto Analysis of Flight Departure Delay Causes

13. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

14. Flowchart at Departure Gate Passenger Arrives at Gate Wait for row call Proper Boarding Pass Directed to Appropriate Gate Oversize Carry-on Check Luggage Passenger Boards Aircraft Yes No 8-14

15. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

16. Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart) 8-16

17. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

18. Scatter Diagram

19. Quality Tools Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart

20. expected Lower Control Limit 19981999 Control Chart of Departure Delays

21. Marriott Personnel Programs Zero Defects (Crosby) Demings 14 Point Program Malcolm Baldrige Quality Award ISO 9000 Six-Sigma Corporate Programs for Quality Improvement

22. Six Sigma DMAIC Process Steps StepDefinition DefineDefine project objectives, internal and external customers MeasureMeasure current level of performance AnalyzeDetermine causes of current problems ImproveIdentify how the process can be improved to eliminate the problems ControlDevelop mechanisms for controlling the improved process 8-22

23. The Seven-Step Method (SSM) Step 1: Define the project Step 2: Study the current situation Step 3: Analyze the potential causes Step 4: Implement a solution Step 5: Check the results Step 6: Standardize the improvement Step 7: Establish future plans