1. Quality Improvement: Problem Solving
Agenda
Week 5
Review Homework
Problems: Ch 2: 3, 7, 12
Lecture/discussion
Chapter 3: Problem Solving
PDSA
Deming
Text-10 Point Method
Florida Power and Light
Xerox HP
Week 6 Assignment
Homework
Problems Ch 3: 2, 4
Desksides: 7 QC Tools
Flow chart
Pareto chart
Histogram
Cause and Effect Diagram
Check sheet
Scatter diagram
Control chart
Management tools
Why-why
Force field analysis
Brainstorming*
Quality Improvement: Problem Solving

2. Quality Improvement: Problem Solving
Chapter Three
Quality Improvement: Problem Solving

3. What is QC Problem Solving?
“Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the quality-improvement process”.
Not hit or miss, but objective and systematic
Not directed at symptoms, but rather at root causes
Quality Improvement: Problem Solving

4. Problem Solving Process
Symptom
Recognition
Fact
Finding
Problem
Identification
Follow Up
Idea
Generation
Solution
Development
Plan
Implementation
Quality Improvement: Problem Solving

5. All Managers Need Problem Solving Skills
80% of problems are external to QC organizations
Quality problems transcend individual functions
Companies need multi-discipline problem solving approach
Management involvement and commitment is crucial
Source: Feigenbaum, Total Quality Control, 1991, p. 151.
Quality Improvement: Problem Solving

6. Problem Solving Skills for Managers
Understand and utilize a systematic problem solving process
Ask the right questions
Present information clearly and unambiguously
Make judgments based on information
PDSA Cycle
Seven QC Tools
Quality Improvement: Problem Solving

7. Quality Improvement: Problem Solving
10 Problem Solving Steps
Recognize
Problem
ACT
ACT
PLAN
PLAN
STUDY
STUDY DO DO
Quality Improvement: Problem Solving

8. Quality Improvement: Problem Solving
Gap Analysis
Internal or
External
Supplier
Process A
Internal or
External
Customer
Output
Input
Requirements
and
Expectations
Quality
Characteristics
Are there any gaps?
Quality Improvement: Problem Solving

9. Quality Improvement: Problem Solving
4/19/2017
10 Problem Solving Steps
Recognize
Problem
Continuous
improvement
Form quality
improvement
teams
Ensure
performance
ACT
Define
Problem
Evaluate
Solution
STUDY
Analyze
Problem
PLAN
Determine
Possible
Causes DO
Identify
Possible
Solutions
Implement
Solution
Quality Improvement: Problem Solving

10. Florida Power & Light’s 7 step model
Identify a problem area
Identify the problem’s component parts
Search data for root causes
Identify and select countermeasures
Confirm the problem responds to the correction
Assure non-recurrence
Decide what will be done with future problems - evaluate team effectiveness
Quality Improvement: Problem Solving

11. FPL’s PDCA cycle ACT ACT PLAN PLAN STUDY STUDY DO DO
Involve the right people
Execute cycle again
Gather all available data
Improvement standardized
Understand customers needs
Improvement becomes
current best approach
Thoroughly study
the process
ACT
ACT
PLAN
PLAN
Improvement
projects identified
Capable of meeting
needs?
Develop plan
Train people
Understand differences
Analyze and
display data
STUDY
STUDY DO DO
Implement the
improvement
Review problems/errors
What was learned?
Collect appropriate data
What is still not working?
Quality Improvement: Problem Solving

12. Xerox Problem Solving Process
Quality Improvement: Problem Solving

13. Process Analysis Method
UNDERSTAND
SELECT
ANALYZE
ADOPT
PLAN
CHECK DO
Quality Improvement: Problem Solving

14. Why do we need the 7 QC tools?
TQM is data driven: data are impersonal; opinions are not.
Experience is gained quickest by collecting and analyzing data.
The 7 QC tools provide common methods of analysis to help problem solving teams operate effectively.
Quality Improvement: Problem Solving

15. Quality Improvement: Problem Solving
PDSA and QC Tools
Brainstorming
Pareto analysis
ACT
ACT
PLAN
PLAN
Why-Why diagram
Run charts
Cause and effect
diagram
STUDY
STUDY DO DO
Control charts
Histograms
Scatter diagrams
Check sheets
Control charts
Scatter diagrams
Check sheets
Pareto charts
Run charts
Quality Improvement: Problem Solving

16. Quality Improvement: Problem Solving
Brainstorming
Purpose - generate a list of
problems
opportunities
ideas
Success requires
no criticism
no arguing
no negativism
no evaluation
Quality Improvement: Problem Solving

17. Problems for “Why-Why” discussion
What are the root causes?
787’s not being delivered on time
Utility outages too frequent
Fast food outlet profits falling
Construct a “Why-why” diagram
List problem statement
Ask why 5 times; record responses
Quality Improvement: Problem Solving