持續(xù)改善-七步法課件

7-StepProcess

for

ContinuousImprovement7-StepProcess

for

Continuous1prayerclairvoyancecopyimitationtheftconsultationdelegationnegotiationjustwaitingdeceivinghidinglyingpassing-the-buckconfusingfingerpointingtransferringrandomtrial-and-errorguessaccidentchancelucksystematicgutfeelthe"ins"innovationinsightinventioninspirationintuitioninstinct"otherworld"othersrealworldinnerselfPROBLEMPDCA7StepsShibaWVOptionstoProblemSolvingprayercopydelegationrandomsyst2PDCAandthe7StepsPDCA7Steps7QCToolsPLAN1.Selectatheme2.Collectdata3.AnalyzecausesChecksheet,graph,histogram,scatterdiagram,Paretodiagram,cause-and-effectdiagram,flowchartDO4.PlanandimplementsolutionFlowchartCHECK5.EvaluateeffectsChecksheet,graph,histogram,scatterdiagram,Paretodiagram,

cause-and-effectdiagramACT6.Standardize

7.ReflectonprocessFlowchart(providesrepetition)(providesprocess)(providestools)runchart/controlchartPDCAandthe7StepsPDCA7Step3CAUSE&EFFECTDIAGRAMISHIKAWASCATTERDIAGRAMFLOWCHARTTheBasicToolsGRAPHHISTOGRAMCONTROLCHARTPARETODIAGRAMCHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDECAUSE&EFFECTDIAGRAMSCATTER4LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep1:ThemeSelectionLEVELOF2.COLLECTDATA3.ANA5Step1:ThemeSelectionFocusonweaknessThoroughlyexploretheproblemCarefullyselectthethemeClearlystatethethemeStep1:ThemeSelectionFocus6FocusonWeaknessWeaknessisdifferencebetweencurrentsituationandtargetWeaknessorientationfocusesoneliminatingweaknessasbasisofimprovement(closingthegap)Focusonfacts,processes,androotcausesCurrentTargetWeaknessCustomerneedActualperformanceWeaknessFocusonWeaknessWeaknessisd7ThoroughlyExploretheProblemUnderstandthecontextforproblemsolvingConsiderprocessdiscoveryUnderstandthecustomer“WhatamIprovidingmycustomer?”“Whatwillsatisfymycustomer?”Understandtheprocess“WhatamIdoing?”“HowamIdoingit?”“Jump-Up”andask“WhyamIdoingthis?”ThoroughlyExploretheProblem8CarefullySelecttheThemeConsidertheseissues:DifficultyofsituationSenseofachievementtobegainedUrgency/impactQuicknessofsolutionThemeshould:Havechallenginggoals;nottoochallengingBeimportantCreatesenseofurgencyBesolvableinfairlyshorttimeframe(3-4months

isbest)MotivateteammembersFostercontinuousimprovementCarefullySelecttheThemeCons9ThemeSelectionMatrixLOW==MEDIUM=HIGHPossiblesymbolstouse:THEME1THEME2THEME3THEME4Selection

CriteriaPossibleThemesUrgencyEaseofDataCollectionEaseofPotentialImplementationSpeedofImplementationBenefittoCustomerThemeSelectionMatrixLOW==MED10ClearlyStatetheThemeHaveweaknessorientationHavemarket-inorientationStateasaproblem,notasolutionStateintermsofresults,notasolutionStateasasingleproblem,notseveralChoosewordscarefullyWell-definedProperlevelofabstractionMulti-valuedorientationClearlyStatetheThemeHavewe11Strengths/WeaknessesChartSTEPSTRENGTHSWEAKNESSES1234567Strengths/WeaknessesChartSTEP12Step1:ThemeSelection-ReflectionStep1:ThemeSelection-Refl13CaseStudyStep2Step3Step4Step5Step6Step7Step1ThemeSelection7StepCaseStudyCaseStudyStep2Step3Step4St14Step2:DataCollection&AnalysisLEVELOFEXPERIENCELEVELOFTHOUGHT7.REFLECTONPROCESS6.STANDARDIZE5.EVALUATEEFFECTSIMPLEMENT3.ANALYZECAUSES2.COLLECTDATA4.PLANSOLUTIONAND...1.SELECTTHEMEEXPLOREESSENTIALSFORMULATEPROBLEMSENSEAPROBLEMDATAIDATAIIIDATAIIStep2:DataCollection&Anal15Step2:DataCollectionandAnalysisDefineyourdatacollectionprocessDataappropriatetoprocessMulti-variabledata(4W’s)AnalyzethedataStratification(4W’s)GraphicsFocusondeviationDrawalogicalconclusionBasedonfactsFocusonvitalfewUsestandardtoolsStep2:DataCollectionandAn16HISTOGRAMCONTROLCHARTPARETODIAGRAMCHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDEFrequentlyUsedDataCollectionToolsGRAPHHISTOGRAMCONTROLCHARTPARETOD17ChecksheetAchecksheetisatoolforsystematicallycollectingdataortabulatingcollecteddataTypesofinformation:Datacollectionprocess(e.g.,date,time,collector’sname)Variablesassociatedwiththedefects(e.g.,producttype,machinenumber,shift)TypeofdefectChecksheetAchecksheetisato18ParetoDiagramConclusion:Timecustomerwaitsbeforeorderistakenislargestsourceofcustomercomplaint.%TimebeforeorderTimetowaitforcheckTimebeforefoodservedTimebeforedessertservedOtherComplaints20-10-30-TimetobeseatedTimebeforehost/essgreets10040-502575AtlanticAvenueRestaurantWeekof5/8/89CustomerComplaintsParetoDiagramConclusion:Tim19Step2:DataCollection-Reflection?HOWWASDATACOLLECTED?-WASTHESAMPLESIZE

SUFFICIENT?-WASACHECKSHEETUSED?-ISTHEDATAMULTI-VARIABLE??WASTHEMETHODOLOGY

DOCUMENTED??ISTHEDATAAPPROPRIATETOTHEPROCESS?WASTHEDATASTRATIFIED

TOHELPFOCUSTHEDATA

COLLECTION??WERETHETOOLSCORRECTLY

USEDANDPRESENTED??WERELOGICALCONCLUSIONS

DRAWNFROMTHEDATA?COMMONMISTAKESNON"RAW"DATAWASUSEDSAMPLE"N"LESSTHAN50ORMORETHAN100SINGLEVARIABLEDATADATANOTSTRATIFIEDPARETONOTUSEDTOOLSUSEDINCORRECTLYPARETODRAWNINCORRECTLY:-POORLYLABELED-GAPSBETWEENBARS,-MISSINGUNITORCUM%SCALES-"BAR"TOADDRESSNOT

HIGHLIGHTED-CONCLUSIONSNOTSTATEDNOCONCLUSIONMADEREFLECTIONQUESTIONSStep2:DataCollection-Refl20CaseStudyStep2Step3Step4Step5Step6Step7Step1DataCollection&Analysis7StepCaseStudyCaseStudyStep2Step3Step4St21LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep3:CausalAnalysisLEVELOF2.COLLECTDATA3.ANA22Step3:CausalAnalysisCreatecause-and-effect(Ishikawa)diagramfromParetoInvestigatecausesthoroughlyDrawunderstandableconclusionsStep3:CausalAnalysisCreate23ParetodiagramGFEDCBAH150100%Cause-and-effectdiagramFromParetotoCause-and-EffectDiagram(Conclusion)(Date)(Step#)(Contributors)Whydefects?1stWhy2ndWhy3rdWhy4thWhy5thWhyPoliciesProceduresPeoplePlantABDCAsk“why”5times4Msand4PsParetoGFEDCBAH150100%Cause-and24ConstructingtheCause-and-EffectDiagramEnumeratepossiblecausesEvaluateforcompletenessandtodeterminestrengthofrootcause(s)Verifyexistenceofrootcause(s)ConstructingtheCause-and-Eff25GuidelinesForGeneratingPossible

Causes(Factors)StateanswersclearlyUsemodifiersPasttenseMulti-valuedstatementwherepossibleOneidea/causeperstatementAnswer“why”questionwithacausalanswer(avoidcategorization)ExplorethemeaningofanswersdeeplyDon’tacceptwithoutunderstandingRewordanswersappropriatelyReformatbranchesifnecessaryAddnewdatatodiagramovertimeifpossibleGuidelinesForGeneratingPoss26GuidelinesForGroupParticipationAcceptoneideaatatimeAcceptallideasNodebate-askquestionsforclarificationonly-rewritelabelstoincorporatetheclarificationUseaconsistentmethodicalapproachGuidelinesForGroupParticipa27EnsureconstructioniscompleteDeterminewhichrootcausestoverifySTEP#1A. Startingateachrootcause,workupthechainofcauseandeffectB. Wherethelogicbreaksdownorisincomplete,amendbyrestatingand/oraddingnewanswersSTEP#2A. Startingattherootcause,evaluatetheimpactontheeffectattheheadofthefishbone-evaluateandindicatethestrengthofallthecauses.Rankthecauses(low-med-hi)B. Forallhighimpactcauses,repeat“A”,ifnecessary,toidentifythevitalfewrootC. ChoosemeasurablerootcausestoverifyEvaluatingtheCause-and-EffectDiagramEnsureconstructioniscomplet28VerifyingRootCausesCollectdataonrootcausesUseruncharts,Paretos,graphs,scattergrams,etc.todeterminestrengthofcorrelationbetweenrootcauseandproblemIfverificationfailstovalidatechoices,returntodiagramandchoosenewrootcausestoverifyVerifyingRootCausesCollectd29Step3:CausalAnalysis-ReflectionCOMMONMISTAKES?ISTHEISHIKAWA"EFFECT"

TAKENFROMTHEPARETO??WEREENOUGHPOSSIBILITIES

FORTHECAUSES(MAJOR

ONES)INVESTIGATED?-4‘P’sOR5‘M’sCONSIDERED-ASKEDWHY5TIMES?DIDTHEDATAWARRANTMORE

THANONEFISHBONE??HOWWERECONCLUSIONS

REACHED?WASTHEREAN

EVALUATION??WERETHECONCLUSIONS

VERIFIED??ISTHEREASEPARATE

CONCLUSIONFOREACH

FISHBONE?NORELATIONSHIPTOSTEP2(PARETO)NOTFOCUSEDONONEEFFECTHEADOFFISHBONEDOESN'TSTARTWITH"WHY"HEADOFFISHBONEISNOTAN"EFFECT"ISHIKAWADRAWNINCORRECTLY:-HEADNOTONRIGHT-MAJORBRANCHESNOT

BOXED-MAJORBRANCHESNOT

DRAWNFROMLEFTTORIGHTANGLE-TOOTHIN(ASKED"WHY"

ONLY1-3TIMES)-ROOTCAUSESNOT

HIGHLIGHTEDVERIFICATIONMETHODSANDDATANOTPROVIDEDREFLECTIONQUESTIONSStep3:CausalAnalysis-Refl30CaseStudyStep2Step3Step4Step5Step6Step7Step1CausalAnalysis7StepCaseStudyCaseStudyStep2Step3Step4St31LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSStep4:SolutionPlanning&ImplementationSENSEAPROBLEMLEVELOFEXPERIENCELEVELOF2.COLLECTDATA3.ANA32Step4:SolutionPlanningandImplementationSelectandplansolutionImplementsolutionStep4:SolutionPlanningand33SelectSolutionandPlanImplementationFocusontheprimaryrootcausesFocusonsolutionwhichyoucanimplementDon’ttrytofixeverythingatonceInvolvethosewhowillbeaffectedRunacontrolledexperiment(pilot)SelectSolutionandPlanImple34SelectingaSolutiontoOneRootCausePRIMARYROOTCAUSE:__________________SelectionCriteria123nMEDIUM2OR3HIGH3OR5===LOW1POSSIBLESCORINGSCALES:SCORINGVALUESAlternativeSolutionsFeasabilityEffectivenessTotalSelectingaSolutiontoOneR35EvaluatingProblem-SolvingDifficultyEquipmentMethodsHumanBehaviorYou&OthersMODERATELYDIFFICULTMODERATELYDIFFICULTVERYDIFFICULTYouDIFFICULTEASYEASYOthersDIFFICULTDIFFICULTVERYDIFFICULTAreaofProblemDataCollection/PotentialSolutionImplementationEvaluatingProblem-SolvingDif36SolutionImplementationUsethe4Ws,1HchartWHATWHENWHEREWHOHOWSolutionImplementationUsethe37Step4:SolutionPlanning

&Implementation-ReflectionCOMMONMISTAKES?DOESTHESOLUTIONADDRESS

THEROOTCAUSE(S)??ISTHESOLUTIONAREVERSE

OFTHEROOTCAUSE(S)??WEREALTERNATIVE

SOLUTIONSCONSIDERED??CANTHESOLUTIONBE

CARRIEDOUTBYTHETEAM??WHERETHOSEWORKING"AT

THESITE"INVOLVEDINTHE

SOLUTIONPLANNING??ISTHEIMPLEMENTATIONPLAN

DETAILED?-WHAT,WHEN,WHERE,WHO,HOW?WASSOLUTION"PILOTED"??WASQUICKFEEDBACK

OBTAINEDANDANALYZED??DOESMANAGEMENTACCEPT

THESOLUTION?NO"SITE"INVOLVEMENTINSOLUTIONNOIMPLEMENTATIONPLANONLYONESOLUTIONEXPLOREDNOEXPERIMENTSCONDUCTEDQUICKFEEDBACKNOTOBTAINEDSOLUTIONNOT"LOCAL"SOLUTIONNOTDOCUMENTEDMATRIXORTREENOTUSEDFORDETAILEDSOLUTIONSREFLECTIONQUESTIONSStep4:SolutionPlanning

&Im38CaseStudyStep2Step3Step4Step5Step6Step7Step1SolutionPlanning&Implementation7StepCaseStudyCaseStudyStep2Step3Step4St39LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep5:EvaluationofEffectsLEVELOF2.COLLECTDATA3.ANA40Step5:EvaluationofEffectsConfirmimprovement(before-and-aftercomparison)EvaluateallsubsequenteffectsMeasureimprovementgainsovertimeStep5:EvaluationofEffects4180602040ABCDEOthersCBADEOthers4060800100%1601501005010015010050TotalEffect“XFewerDefects”EffectonRootCause“YFewerDefects”Sept.1-Oct.31June1-July312Before-and-AfterParetoDiagrams80602040ABCDEOthersCBADEOthers42MeasureImprovementGainsOverTimeTeamsshouldcontinuetotrackimprovementevenaftertheyevaluatethepilotArunchartisanexcellentwayofdisplayingincidentsofdefectsovertimeMeasureImprovementGainsOver43Step5:EvaluationofEffects-ReflectionCOMMONMISTAKES?DIDTHETEAMSHOWTHE

EFFECTBYCOMPARINGTOTHE

PARETOINSTEP2??ISTHETOTALEFFECTOFTHE

SOLUTIONQUANTIFIED??ISTHEEFFECTSHOWNOVERTIME?ARETHETANGIBLE/INTANGIBLEEFFECTSDOCUMENTED?PARETONOTUSEDTOSHOWEFFECTSPARETOsNOTSHOWNSIDEBYSIDEEFFECTSNOTHIGHLIGHTEDONPARETOWRONGSCALESONPARETOTANGIBLE/INTANGIBLEEFFECTSCHARTNOTSHOWNREFLECTIONQUESTIONSStep5:EvaluationofEffects44CaseStudyStep2Step3Step4Step5Step6Step7Step1EvaluationofEffects7StepCaseStudyCaseStudyStep2Step3Step4St45LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSStep6:StandardizationSENSEAPROBLEMLEVELOFEXPERIENCELEVELOF2.COLLECTDATA3.ANA46Step6:StandardizationRevisethestandard(4Ws,1H,1C)CreateaprocesstodetectfutureproblemsStep6:StandardizationRevise47RevisetheStandardInvolveworkersaffectedWhatDocumentationSpecificationsPoliciesFlowchartsWhenWhereWhoHowCheckImplementationofnewstandardMaintenanceofgainsRevisetheStandardInvolvewor48Step6:Standardization-ReflectionStep6:Standardization-Refl49CaseStudyStep2Step3Step4Step5Step6Step7Step1Standardization7StepCaseStudyCaseStudyStep2Step3Step4St50LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSStep7:ReflectiononProcess/NextProblemSENSEAPROBLEMLEVELOFEXPERIENCELEVELOF2.COLLECTDATA3.ANA51Step7:ReflectionAnalyzestrengthsandweaknessesDeterminenextproblemDocumentQIstoryStep7:ReflectionAnalyzestr52AnalyzeStrengthsandWeaknessesIdentifythecriticaldifficultiesduringtheprocess-usingthetools,etc.IdentifythecriticalstrengthsIdentifythekeythingstheteamwoulddodifferentlyIdentifywhatkeythingstheteam(orteammembers)needstolearntoimprovetheSevenStepProcessAnalyzeStrengthsandWeakness53DocumentQIStoryStandardpresentationformatPresentedtomanagementDiagnosedbymanagementGuidelinesfordevelopingAbout15-25+overheadsNarrativeof4+pageswithrelevantbackupinformationLogicalflowfromStep1-7(regardlessofteam’sactualprogress)DocumentQIStoryStandardpres54ChecklistfortheQIStoryStep1.ThemeSelectionStateamarket-inthemewithcleartargets-explainwhyit’simportantintermsofcostand/orcustomersatisfactionShowthatthemerelatestoongoingprocessesShowthatthespecificsofthemethodsusedaredescribedShowdata(e.g,graphs,Paretos)Assumeaudienceisacustomernotfamiliarwithyourbusinessanddoesnotunderstandtheproblem-drawflowcharts,definetermsshowpictures,etc.Step2.DataCollection&AnalysisExplainmethodofdatacollection,#ofdatapoints,etc.ShowchecksheetShowthatthedatawasanalyzedfocusingonstratification,graphinganddeviationStep3.CausalAnalysisShowcause-andeffectdiagramsthatrelatetotheproblemareaindicatedinPareto.Highlighttherootcause(s)StateaclearconclusionExplainhowteamverifiedthatrootcausewasreal.ShowParetos,scattergramsifappropriateChecklistfortheQIStoryStep55ChecklistfortheQIStoryStep4. SolutionPlanningandImplementationShowsolutionselectionShow“4Ws&1H”chartIdentifyanydeviationfromplanimplementationStep5. EvaluationShowbeforeandafterParetoShowotherchartsindicatingchangeindefectlevels(e.g.runcharts)Showtangible/intangiblebenefitschartStep6. StandardizationShow“4W’s&1H&1C”standardizationplanchartShowcontrolcharts/rungraphstodemonstratetheholdingofthegainsShowhowfutureproblemswillbedetectedStep7. ReflectionShowperformanceagainstplaninGanttchartIdentifywhatsteps/toolsworkedwellandworkedpoorlyDiscusswhatteamlearnedabouttheprocess,whattheywoulddodifferentlyCompletethenarrativetoaccompanyQIstoryChecklistfortheQIStoryStep56CaseStudyStep2Step3Step4Step5Step6Step7Step1RefelctiononProcess7StepCaseStudyCaseStudyStep2Step3Step4St577StepsSummary7.ReflectonProcessyesNoStrong?1.SelectTheme6.Standardize_____________4W’s1H1C4.PlanSolutionand_____________4W’s1HExploreProblems_____________CustomerQuestionsProcessFlowChartSelectionMatrix&DataCollection2.DataCollection_____________Checksheet,RunChart,Pareto3.CausalAnalysis_____________Pareto,Ishikawa5.EvaluateEffects_____________Pareto,RunChartProblemStatementImplementSolutionKJLevelofThoughtLevelofExperienceDATAIDATAIIDATAIII7StepsSummary7.ReflectonP587StepProblemSolvingProcessDiagnosticSteps1.ThemeSelectionDefinetheproblem2.DataCollectionandAnalysisExploretheproblemthroughexploration3.CausualAnalysisIdentifyrootcauseoftheproblem7FundamentalquestionsProcessflowdiagramThemeselectionmatrixDesignchecksheetsCollectdataAnalyzedata:ParetosIshikawacreationandevaluationVerificationofrootcause(s)usingmoredatacollectionStatementofthethemeRevisedstatementofthethemeVerifiedrootcause(s)StepPurposeActivitiesCriticalOutput7StepProblemSolvingProcess597StepProblemSolvingProcessRemedialStepsStepPurposeActivitiesCriticalOutputReverserootcauseDetermineimpactofsolutiononproblemMakepermanentsolutionSolutionselectionmatrixSolutionimplementationplanCollectdataAnalyzedataParetosTangableandintangableeffectsStandardizationplan:4Ws,1H,1CSolutionimplementationplanQuantificationofresultsRevisedstandards,procedures,andpolicies4.SolutionPlanning&Implementation5.EvauationandEffects6.Standardization7.ReflectionAllowteamandotherstolearnfromexperienceReflectonuseoftools,etc.PlannextproblemPrepareandpresentQIstoryOnekeystrengthandonekeyweakness7StepProblemSolvingProcess60StudyExampleTitle:24VatSNMPportpin3-lowProductFamily: Smart-UPSAffectedPlant: W.KinsgstonProblemClass: LineProcess,DesignUrgency: 2:MajorYieldProblem7-StepProcessSummaryProblem:TheSNMPribboncablegetsinsertedbackwards,causingunitstofailatFinal.Data:Finaltestrepairtechniciansreportthisasamajorproblem.RootCauseAnalysis:Assemblerscaneasilyinserttheribboncablebackwardswhenpluggingitintotheboard.ThecablecanalsobeinstalledbackwardsattheSNMPcardreceptacle.Plan:Findawaytomakeitdifficulttoinsertthispartincorrectly.CreateanewtestatUnitFunctionaltodetermineifthecableisinstalledbackwards,soassemblersknowimmediatelyifthey'vecreatedareject.Verification:Implementation/Standardization(includeECOdoclinkifapplicable):StudyExampleTitle:24VatSNM61Onesamplefor7StepContinuouslyImprovement(seeattached)Onesamplefor7StepContinuo627-StepProcess

for

ContinuousImprovement7-StepProcess

for

Continuous63prayerclairvoyancecopyimitationtheftconsultationdelegationnegotiationjustwaitingdeceivinghidinglyingpassing-the-buckconfusingfingerpointingtransferringrandomtrial-and-errorguessaccidentchancelucksystematicgutfeelthe"ins"innovationinsightinventioninspirationintuitioninstinct"otherworld"othersrealworldinnerselfPROBLEMPDCA7StepsShibaWVOptionstoProblemSolvingprayercopydelegationrandomsyst64PDCAandthe7StepsPDCA7Steps7QCToolsPLAN1.Selectatheme2.Collectdata3.AnalyzecausesChecksheet,graph,histogram,scatterdiagram,Paretodiagram,cause-and-effectdiagram,flowchartDO4.PlanandimplementsolutionFlowchartCHECK5.EvaluateeffectsChecksheet,graph,histogram,scatterdiagram,Paretodiagram,

cause-and-effectdiagramACT6.Standardize

7.ReflectonprocessFlowchart(providesrepetition)(providesprocess)(providestools)runchart/controlchartPDCAandthe7StepsPDCA7Step65CAUSE&EFFECTDIAGRAMISHIKAWASCATTERDIAGRAMFLOWCHARTTheBasicToolsGRAPHHISTOGRAMCONTROLCHARTPARETODIAGRAMCHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDECAUSE&EFFECTDIAGRAMSCATTER66LEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep1:ThemeSelectionLEVELOF2.COLLECTDATA3.ANA67Step1:ThemeSelectionFocusonweaknessThoroughlyexploretheproblemCarefullyselectthethemeClearlystatethethemeStep1:ThemeSelectionFocus68FocusonWeaknessWeaknessisdifferencebetweencurrentsituationandtargetWeaknessorientationfocusesoneliminatingweaknessasbasisofimprovement(closingthegap)Focusonfacts,processes,androotcausesCurrentTargetWeaknessCustomerneedActualperformanceWeaknessFocusonWeaknessWeaknessisd69ThoroughlyExploretheProblemUnderstandthecontextforproblemsolvingConsiderprocessdiscoveryUnderstandthecustomer“WhatamIprovidingmycustomer?”“Whatwillsatisfymycustomer?”Understandtheprocess“WhatamIdoing?”“HowamIdoingit?”“Jump-Up”andask“WhyamIdoingthis?”ThoroughlyExploretheProblem70CarefullySelecttheThemeConsidertheseissues:DifficultyofsituationSenseofachievementtobegainedUrgency/impactQuicknessofsolutionThemeshould:Havechallenginggoals;nottoochallengingBeimportantCreatesenseofurgencyBesolvableinfairlyshorttimeframe(3-4months

isbest)MotivateteammembersFostercontinuousimprovementCarefullySelecttheThemeCons71ThemeSelectionMatrixLOW==MEDIUM=HIGHPossiblesymbolstouse:THEME1THEME2THEME3THEME4Selection

CriteriaPossibleThemesUrgencyEaseofDataCollectionEaseofPotentialImplementationSpeedofImplementationBenefittoCustomerThemeSelectionMatrixLOW==MED72ClearlyStatetheThemeHaveweaknessorientationHavemarket-inorientationStateasaproblem,notasolutionStateintermsofresults,notasolutionStateasasingleproblem,notseveralChoosewordscarefullyWell-definedProperlevelofabstractionMulti-valuedorientationClearlyStatetheThemeHavewe73Strengths/WeaknessesChartSTEPSTRENGTHSWEAKNESSES1234567Strengths/WeaknessesChartSTEP74Step1:ThemeSelection-ReflectionStep1:ThemeSelection-Refl75CaseStudyStep2Step3Step4Step5Step6Step7Step1ThemeSelection7StepCaseStudyCaseStudyStep2Step3Step4St76Step2:DataCollection&AnalysisLEVELOFEXPERIENCELEVELOFTHOUGHT7.REFLECTONPROCESS6.STANDARDIZE5.EVALUATEEFFECTSIMPLEMENT3.ANALYZECAUSES2.COLLECTDATA4.PLANSOLUTIONAND...1.SELECTTHEMEEXPLOREESSENTIALSFORMULATEPROBLEMSENSEAPROBLEMDATAIDATAIIIDATAIIStep2:DataCollection&Anal77Step2:DataCollectionandAnalysisDefineyourdatacollectionprocessDataappropriatetoprocessMulti-variabledata(4W’s)AnalyzethedataStratification(4W’s)GraphicsFocusondeviationDrawalogicalconclusionBasedonfactsFocusonvitalfewUsestandardtoolsStep2:DataCollectionandAn78HISTOGRAMCONTROLCHARTPARETODIAGRAMCHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDEFrequentlyUsedDataCollectionToolsGRAPHHISTOGRAMCONTROLCHARTPARETOD79ChecksheetAchecksheetisatoolforsystematicallycollectingdataortabulatingcollecteddataTypesofinformation:Datacollectionprocess(e.g.,date,time,collector’sname)Variablesassociatedwiththedefects(e.g.,producttype,machinenumber,shift)TypeofdefectChecksheetAchecksheetisato80ParetoDiagramConclusion:Timecustomerwaitsbeforeorderistakenislargestsourceofcustomercomplaint.%TimebeforeorderTimetowaitforcheckTimebeforefoodservedTimebeforedessertservedOtherComplaints20-10-30-TimetobeseatedTimebeforehost/essgreets10040-502575AtlanticAvenueRestaurantWeekof5/8/89CustomerComplaintsParetoDiagramConclusion:Tim81Step2:DataCollection-Reflection?HOWWASDATACOLLECTED?-WASTHESAMPLESIZE

SUFFICIENT?-WASACHECKSHEETUSED?-ISTHEDATAMULTI-VARIABLE??WASTHEMETHODOLOGY

DOCUMENTED??ISTHEDATAAPPROPRIATETOTHEPROCESS?WASTHEDATASTRATIFIED

TOHELPFOCUSTHEDATA

COLLECTION??WERETHETOOLSCORRECTLY

USEDANDPRESENTED??WERELOGICALCONCLUSIONS

DRAWNFROMTHEDATA?COMMONMISTAKESNON"RAW"DATAWASUSEDSAMPLE"N"LESSTHAN50ORMORETHAN100SINGLEVARIABLEDATADATANOTSTRATIFIEDPARETONOTUSEDTOOLSUSEDINCORRECTLYPARETODRAWNINCORRECTLY:-POORLYLABELED-GAPSBETWEENBARS,-MISSINGUNITORCUM%SCALES-"BAR"TOADDRESSNOT

HIGHLIGHTED-CONCLUSIONSNOTSTATEDNOCONCLUSIONMADEREFLECTIONQUESTIONSStep2:DataCollection-Refl