Tools and techniques
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The document discusses various quality control tools and techniques, focusing on check sheets and flowcharts. It provides examples of simple check sheets to record data for car valet operations and product testing. Tally lines are also presented to record complaints data. Process mapping and flowcharting are explained as tools to identify and visualize processes through written descriptions or graphical representations using standard symbols. An example enquiry handling process flowchart is included to illustrate how these tools can be applied.
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This document discusses various techniques of Total Quality Management (TQM). It describes the relationship between customer requirements and technical descriptions, prioritized technical descriptions, and the relationship between different technical descriptions. It also discusses using customer and technical competitive assessments to determine the importance, difficulty, and weights of different customer requirements and technical descriptions. Matrices are used to assign weights and percentages based on customer priorities and technical challenges.
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Tools and techniques
- 1. Tools and Techniques By Dr. A. NITHYA
- 2. Why use tools? • Measure • Improve
- 3. What are they? The seven basic tools according to Ishikawa are: • Check sheets • Flow charts • Cause and effect diagram • Scatter diagram • Control chart • Graphs & Histograms • Pareto diagram
- 4. 1.Check sheets • What is a check sheet? • A form or sheet used to record data. • Tools for identifying
- 5. Function of Check Sheets According to Ishikawa 1982, check sheets have the following functions: 1. Production Process distribution checks 2. Defective item checks 3. Defective location checks 4. Defective cause checks 5. Check-up confirmation checks 6. Others
- 6. Example of a simple check sheet. (for car valet operation) Car type Car registration Ford Focus W357 PHR Interior vacuumed √ Upholstery cleaned √ Dash board cleaned √ De odorised √ Body washed √ Washed waxed & Polished √ Under car washed √ Wheels washed √ Tyres blacked √ Comments: Front bumper badly scratched on delivery, this can not be covered Performed / Checked by J Date 2 May 2008
- 7. Example of a simple process check sheet. (attributes) Model XYZC217 Batch failures 1 2 3 4 5 6 7 8 9 1 0 Power up 1 2 1 Boot up 6 4 2 1 2 Sink test 2 1 1 1 Case damage 1 1 2 Keyboard damage Monitor damaged 1 2 Bundled s/w included 3 1 3 Checked by pj a m jj [j l m l m r m pj a m pj
- 8. Tally Lines Complaints Tally Total Poor Delivery IIII III 8 Incorrect Invoicing IIII 4 Poor service IIII IIII 10 Irresponsible II 2 Poor Packaging III 3 No qaulity II 2
- 9. Flowcharts 2. PROCESS MAPPING • Process mapping is an essential first step. • It identifies all of the process activities, sequence and responsibilities. • This can either be in a written format, or as a flowchart.
- 10. Flowcharts PROCESS MAPPING (Written format) Enquiry handling Activity Responsibility Associated documents 1. Customer enquiry received and logged onto system Sales Director Customers enquiry Customers drawing Work instruction S10 2. Enquiry briefly overviewed and allocated to sales estimator for through. Sales Director 3. If it cant be done, return to customer Sales Director Customers enquiry Customers drawing 4. If it has been made before, prepare a new quote based on previous job and current pricing, otherwise go to step 10. Sales Director Customers enquiry Customers drawing Previous job file Current price list 5. Send to customer for acceptance Sales Director Quotation 6. Review quote Customer Quotation 7. Quote is acceptable Customer Quotation 8. Log as order and create order package Quotation Customer drawing Work instruction S30 9. Pass to Production control Sales Director Order package 10. Allocated to sales estimator Sales director Customers enquiry Customers drawing 11. . Etc. 12. 13. 14. 15. 16.
- 11. Flowcharting • Flowcharting is a graphical tool for identifying processes. • Constructing flowcharts leads to a better understanding of processes. • Better understanding of processes is a essential for improvement
- 12. symbol Event Symbol Description operations It means an action storage It is a stage of finished good or raw material waiting for action Delay or temporary storage It means process has stopped due to same reason or waiting for next event
- 13. Symbol Event Symbol Description Transport Movement Inspection Checking the Quality & Quantity Operation cum Transport Doing the work by moving Inspection cum operation Automatic process
- 14. Flowcharts Some standard symbols Start or end An activity a decision point in the process. a point at which the flowchart connects with another process. An off page connection All records are identified
- 15. FLOWCHART SM01 Enquiry Handling / Quotation Process Sales director Estimator Customer Customer sends enquiry Sales department receives enquiry Enquiry entered into the electronic Quote log & Unique serial number entered Can this enquiry be Quoted ? Enquiry allocated to Estimator No Quote prepared from Price guide Quote customer Customer informed that we are unable to quote No Prepare Quote Have the item (s) been made before? Yes Raise estimate sheet & plan process Organize contract review to cover Quality Contractual & Manufacturing aspects
- 16. Types of process chat or flow chart • Outline process chart • Two handled process chart • Flow chart
- 17. Outline process chart • Data are recorded by using
- 18. Two handled process chart • LH RH
- 19. Flow chart