Transcript Quality Management Slides

MGMT 19105
Quality
Management
Geoff
Higgins
MGMT 19105
Quality Management
Week 8. ‘Rationale for Change’
According to Goetsch & Davis (2006):
1.
We are bound to a short-term focus.
2.
The traditional approach tends to be arrogant, rather
than customer focussed.
3.
We seriously underestimate the potential contribution of
our employees, particularly those in hands-on
functions.
4.
The traditional approach equates better quality with
higher cost.
5.
The traditional approach is short on leadership and
long on ‘bossmanship’.
Geoff
Higgins
MGMT 19105
Quality Management
Goetsch & Davis (2006, pp. 751-3)
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Week 8. Barriers to Success
Beer (2003) discusses common failings in the implementation
of TQM, including:
1. Unclear strategy and conflicting priorities.
2. Leadership style of general manager-too top-down or too
laissez faire.
3. An ineffective top team.
4. Poor coordination.
5. Inadequate down-the-line leadership or management skills
and development.
6. Closed vertical communication (top-down and bottom up).
Geoff
Higgins
MGMT 19105
Quality Management
Beer (2003, page unknown)
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Week 8. Things never go as we expect (1)
The implementation plan is simply a plan
of action.
 Reality will never entirely match the plan.
 Implementation of any substantial
undertaking involves flexibility and
opportunism.

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Higgins
MGMT 19105
Quality Management
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Week 8. Things never go as we expect (2)
You can expect unexpected issues,
unplanned slippages, and finding new and
better ways of doing things.
 Keep an open mind and monitor the
implementation.
 Be prepared to give up some things along
to way to accomplish the broad objectives.

Geoff
Higgins
MGMT 19105
Quality Management
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Week 9
Tools for Total Quality
Management
Geoff
Higgins
MGMT 19105
Quality Management
Module Objectives
1. Identify common total quality management tools;
2. Describe the use of the following tools;
• Pareto Charts
• Ishikawa Diagrams (also known as Cause and Effect
Diagrams and Fishbone Diagrams)
• Check Sheets
• Histograms
• Scatter Diagrams
• Run Charts
• Control Charts.
3. Explain how stratification can be used to create
meaning through categorising; and
4. Describe the role of management with regard to the
deployment of tools.
Geoff
Higgins
MGMT 19105
Quality Management
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Readings
Study Guide Module 8
Textbook
Goetsch & Davis (2006)
Chapter 15. Overview of Total Quality Tools
Electronic journal articles



Hedley, M 2005, ‘Curse of the Super-fish-al’.
(About – Thorough use of the Ishikawa Diagram.)
Bothe, DR 2001, ‘Use check sheets to identify the causes of
downtime’.
(About – A simple application of check sheets to solve crane
problems.)
Gerst, R 2003, ‘Control charts in the comptrollers office (and other
peculiar places)’.
(About – Discusses Control Charts including their application.)
Geoff
Higgins
MGMT 19105
Quality Management
(Available on Proquest)
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Approach
Small Group
From your experience in this course
so far, answer the following
question:

How could a bunch of
diagrams result in
improvements in quality?
Geoff
Higgins
MGMT 19105
Quality Management
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Measurement
The following two quotes about measurement are cited
in Bunning (1992, p. 9):
Variation in system performance is seen as the
central cause of poor quality, with statistical
control as the primary measurement tool to be
used as the variation is progressively reduced.
(Deming, 1986)
The other central concept is kaizen, a Japanese
word meaning continuous improvement
Geoff
Higgins
MGMT 19105
Quality Management
(Imai 1986)
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Pareto Charts
See Goetsch and Davis 2006, Figure 15-1 (p. 485).
Used to ‘separate the important from the
trivial’ (Goetsch & Davis 2006, p. 484).
 Based on The 80:20 Rule



That 80% of the consequences stem from
20% of the causes.
In TQM, Pareto Charts are used to identify
and clearly demonstrate the 20%.
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Higgins
MGMT 19105
Quality Management
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Example Pareto Chart
Geoff
Higgins
(Source: Stewart, L
http://deming.eng.clemson.edu )
Data collected during a printing process –
indicates which defect(s) to investigate first.
MGMT 19105
Quality Management
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Ishikawa Diagrams
From Dr Kaoru Ishikawa; and also known
as Cause and Effect Diagrams and
Fishbone Diagrams.
 Used to group related information and
seek causes, and causes of causes, and
so on.
 According to Hedley (2005), often used
superficially.

Geoff
Higgins
MGMT 19105
Quality Management
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Ishikawa Diagrams

According to Hedley (2005):
Do them on paper (not in the computer).
 Keep them alive by continually adding and
modifying them.
 Keep encouraging ‘deeper analysis’.
 Must have data to support the investigation.
 Avoid clinging to ‘excuses’ for problems
(eg not enough people or insufficient funds).
 Recognise that solutions do not have equal
weighting.

Geoff
Higgins
MGMT 19105
Quality Management
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Example Ishikawa Diagram
Geoff
Higgins
MGMT 19105
Quality Management
(Hedley 2005)
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Ishikawa Diagram
Small Group
Four weeks ago you did an Affinity
Diagram using the question
‘What don’t I like about mobile phones?’
As a mobile phone manufacturer, you are
interested in the causes of people’s issues
with mobile phones.

Identify a common problem
people have with their mobile
phone, and do an Ishikawa
Diagram analysing the problem.
Geoff
Higgins
MGMT 19105
Quality Management
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Check Sheets
Also known as Tally Sheets.
 The most basic of TQM diagrams.
 Simple, very powerful and often
overlooked.
 Examples (next slides):

From Study Guide – shearing shed.
 From Bothe (2001) – shipbuilding yard.

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Higgins
MGMT 19105
Quality Management
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Example
Check
Sheet
Tally Sheet
(by shearer
and by
session):
Shearing
Tally Sheet for: 25 November
Shed number: 3
Completed by: Julie
Bill
Sheryl
Arthur
Geoff
Higgins
MGMT 19105
Quality Management
Ashley
TOTAL
Morning
Afternoon TOT
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Example Check Sheet
Shipbuilding Cranes
(Source: Bothe 2001)
(Note ‘stratification’ is described in Goetsch & Davis 2006, p. 515 - 20.)
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Higgins
MGMT 19105
Quality Management
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Check Sheets
Small Group
You are shepherds. All of your sheep are
together in one field. You must keep track
of how many sheep you have. Create a
check sheet.
Geoff
Higgins
MGMT 19105
Quality Management
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Check Sheets
Fill out the
Check Sheet
Small Group
You are shepherds, and must keep track of
your sheep. Create a check sheet.
Geoff
Higgins
MGMT 19105
Quality Management
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Check Sheets
You get more money for wool from black
sheep than from white sheep. Create a
check sheet.
Geoff
Higgins
MGMT 19105
Quality Management
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Check Sheets
Fill out the
Check Sheet
You get more money for wool from black
sheep than from white sheep. Create a
check sheet.
Geoff
Higgins
MGMT 19105
Quality Management
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Check Sheets
You are taking some sheep to market and
need to calculate the value of the sheep in
each of three pens. Create a check sheet.
Geoff
Higgins
MGMT 19105
Quality Management
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Check Sheets
Fill out the
Check Sheet
You are taking some sheep to market and
need to calculate the value of the sheet in
each of three pens. Create a check sheet.
Geoff
Higgins
MGMT 19105
Quality Management
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Stratification



Stratification is a simple process of dividing up
data in order to find something out about the
data.
Data may be divided into a range of time
intervals, may be divided up by groups or
individual people; may be divided into types of
product or types of defect, or any other
meaningful set of information.
Some stratification is ‘speculative’ – we try out
looking at data in a particular way to see
whether we can learn anything.
Geoff
Higgins
MGMT 19105
Quality Management
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Histograms


A bar chart is used to show ‘frequency of
occurrence’, and ‘how often does something
happen?’ (Goetsch & Davis 2006, p. 498).
According to the website of the iSixSigma
magazine (www.isixsigma.com), histograms
show:



Geoff
Higgins

What is the most common system response?
What distribution (centre, variation and shape) does
the data have?
Does the data look symmetric or is it skewed to the left
or right?
Does the data contain outliers?
MGMT 19105
Quality Management
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Example Histogram
Histogram showing in-store queue time.
MGMT 19105
Quality Management
(Source: www.isixsigma.com/library/graphic)
Geoff
Higgins
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Scatter Diagrams
Show the nature of the relationship
(correlation) between different
characteristics (variables).
 The more data the clearer the picture.
 Various correlations include:

Strong, weak or none
 Positive or negative
 Straight or curved

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Higgins
MGMT 19105
Quality Management
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(Source: US Dept of Transportation,
www.tfhrc.gov/pubrds/03sep/06.htm)
Example Scatter Diagram
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Higgins
MGMT 19105
Quality Management
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Run Charts
Show the results of a process over time,
including showing graphically when
changes occurred.
 Time is shown on the x- or horizontal-axis.
 In TQM ‘defect rates’ are popular for run
charts, but they may be used for other
volume information, such as visitor
numbers, production figures or injury
Geoff rates.

Higgins
MGMT 19105
Quality Management
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Example Run Chart
Run Chart –
HIV patients’
unkept
appointments
by month
Geoff
Higgins
MGMT 19105
Quality Management
(Source: US Dept of Health & Human Services,
hab.hrsa.gov/tools/QM/qmSecIIIstep4.htm)
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Control Charts
A run chart with ‘control lines’ to show the
limits of acceptable variation.
 Allows identification of the difference
between ‘common cause variation’ and
‘special variation’ (Gerst 2003).

Common cause variation is acceptable
random variation.
 Special variation is not acceptable, and must
be investigated.

Geoff
Higgins
MGMT 19105
Quality Management
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Control Charts

According to Rosander 1986 (cited in Gerst
2003), the Control Chart does the following:
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It gives a history of the process.
It indicates trouble or lack of it.
It measures quality progress and improvement.
It is an effective presentation device.
It is an information system.
It is an action device and an analytical device.
It is a test of statistical hypothesis.
Geoff
Higgins
MGMT 19105
Quality Management
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Example Control Charts
(Source: www.isixsigma.com/library/graphic)
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Higgins
MGMT 19105
Quality Management
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Recognition
Small Group
 What kinds of diagrams are these?
 What do they tell you?
Figure 2
Figure 1
Geoff
Higgins
MGMT 19105
Quality Management
Source: Management Systems Website,
http://www.msys.sk
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The Seven Step Method
1.
2.
3.
4.
5.
6.
7.
Define the Project
Study the Current Situation
Analyse the Potential Causes
Implement a Solution
Check the Results
Standardise the Improvement
Establish Future Plans
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Higgins
MGMT 19105
Quality Management
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Statistical Process Control
Statistical Process Control (SPC) is the
statistical analysis of information relevant
to quality management.
 At a very basic level, the methods we have
been discussing are part of statistical
process control

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Higgins
MGMT 19105
Quality Management
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TQM & Measurement
In the TQM approach, the measurement
and the statistical analysis are performed
by the ‘workers’.
 This means they must be trained to
understand the tools.
 And there must be a commitment from
management to pay attention to their
findings, and support them in
Geoff implementing their solutions.

Higgins
MGMT 19105
Quality Management
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Conclusion

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
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Geoff
Higgins
MGMT 19105
Quality Management


Recap of Module 8
Measurement
Pareto Charts
Ishikawa Diagrams
Check Sheets
Stratification
Histograms
Scatter Diagrams
Run Charts
Control Charts
The Seven Step Method
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Next Week
Week 10
“Quality Problem Solving and Decision
Making”.
 Study Guide
 Goetsch & Davis (2006)


Chapter 16. Problem Solving and Decision Making
Two (2) electronic journal articles (Proquest)
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Higgins
MGMT 19105
Quality Management
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Questions?
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Higgins
MGMT 19105
Quality Management
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