TQM TOOLS IN MANUFACTURING

AND SERVICE INDUSTRIES

PROBLEM SOLVING PROCESS
Problem Identification
Problem Definition
Problem Analysis
Identifying the causes
Finding root cause
Data analysis
Solution generation
Indentifying resistances
Plan for solution implementation
Implementation
Observation
Standardization
7 Tools
Brainstorming
Histogram
Check sheets
Pareto
Cause effect diagram
Control charts
Scatter diagram
BRAIN STORMING
Group activity to get large amount of idea
from short time.
Types:
Structured
Unstructured
Usefulness:
To generate ideas
To find possible causes
To find potential solutions
 Choose topic Relax environment
Select team Motivate
Choose Facilitator Generate idea as much as
Select type possible
Inform rules No discussion

Define problem Record all ideas

Give time for thinking Evaluate and finalize

Ensure participation

Guideline
CHECK SHEET
For collecting data in a scientific way.
The data collected must be random and
accurate.
Decision areas:
What to observe
How long to observe
Design of form
Sample
HISTOGRAM
Distribution of large amount of data
under different categories
Procedure:
Find total number of data, N
Find range of data, R = highest lowest value
Number of class, K, smallest number for
which 2k> n
Find width of class, H = R/K
Frequency in Y and class in X axis.
Example: Histogram
Create a histogram displaying sewing defects/day in a specific line in
Viyellatex garments and interpret

26 30 38 10 27 7 5 10 15 18
4 18 15 20 24 8 10 6 5 12
12 14 4 6 9 18 25 22 21 18
Example: Histogram (practice)
Number of failures in 20 sample sections of TQM in XYZ university in
Spring 2014 is given below. Prepare a histogram and interpret.

5 4 3 10 1 0 4 1 6 2
2 9 3 2 3 2 1 4 0 4
PARETO
The principle was developed by Vilfredo
Pareto, an Italian economist and sociologist
who conducted a study in Europe in the early
1900s on wealth and poverty. He found that
wealth was concentrated in the hands of the
few and poverty in the hands of the many.
The principle is based on the unequal
distribution of things in the universe. It is the
law of the "significant few versus the trivial
many." The significant few things will generally
make up 80% of the whole, while the trivial
many will make up about 20%.
 The pareto analysis helps:
Prioritizing the different categories taken in to
account for analysis
Identifying the minimum number of factors
required to fulfill a function from a lot
Getting the percentage reduction in the overall
scenario when reduction is carried out in one
or two of the factors.
Example :
Prepare the pareto chart for the issues of
dissatisfaction of customers in a reputed
restaurant.
Issues No. of
complains
Taste 7
Amount 5
Presentation of food 35
Decoration 5
Waiting time 6
Price 12
Cleanliness 8
Manners 32
 Example : (Practice)
Prepare the pareto chart for different types of defects in a
RMG. Additional information is given below
Defects No. of Occurrences
Holes 15
Shade mix 8
Stains 7
Shortage in 5
components
Torn 2
Wrong color 5
Print Broken 2
Uneven seam 37
Wrong Fabric 3
Wrong Measurement 1
Others 1
CAUSE EFFECT
Ishikawa diagrams (also called fishbone
diagrams, herringbone diagrams, cause-and-
effect diagrams, or Fishikawa) are causal
diagrams created by Kaoru Ishikawa (1968) that
show the causes of a specific event. Common uses
of the Ishikawa diagram are product design and
quality defect prevention, to identify potential
factors causing an overall effect. Each cause or
reason for imperfection is a source of variation.
Causes are usually grouped into major categories
to identify these sources of variation.
Examples
Prepare a cause effect diagram for
workplace accidents
The categories typically include:
Man: Anyone involved with the process
Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
Machines: Any equipment, computers, tools etc.
required to accomplish the job
Materials: Raw materials, parts, pens, paper, etc.
used to produce the final product
Environment: The conditions, such as location,
time, temperature, and culture in which the process
operates
Management: the attributes or point of view
of top management and people at other
managerial positions
SCATTER CHART
To compare and find relationship between two
type of data/ between cause and effect.
Cause value/ independent variable in X axis
Effect value/ dependant variable in Y axis
The extant of correlation can be found using
Coefficient of correlation method or
Median method
Patterns:
Positive correlation
Possibility for Positive correlation
Negative correlation
Possibility for Negative correlation
CONTROL CHART
Whether the process is in your control or not
Sample is in X and measurement is in Y axis for a
specific process
Drawn using statistically determined UCL and
LCL.
UCL and LCL defines the range of acceptance
Usefulness
To find consistency
To find trend
To find run
Mean Chart, X Chart
Central Line, CL = X
Upper Control Limit, UCLx = X +A2 R
Lower Control Limit, LCLx= X - A2 R
Range Chart, R Chart
Central Line, CL = R
Upper Control Limit, UCLR = D4 R
Lower Control Limit, LCLR = D3 R
Table: Factor Values

n A2 D3 D4
2 1.88 0 3.268
3 1.023 0 2.574
4 0.729 0 2.284
5 0.577 0 2.114
6 0.483 0 2.004
7 0.419 0.076 1.924
8 0.373 0.136 1.864
9 0.337 0.184 1.816
10 0.308 0.223 1.777
Example
Completing a task should take 10 minutes on average. Five
samples of three observations each have been taken. Use the
information to construct Mean Chart and Range Chart. Do the
results suggest that the result is in control?

Sample 1 Sample 2 Sample 3 Sample 4 Sample 5

10.2 10.4 9.5 10.7 10.6
9.8 9.8 10.1 9.8 10
10 10.1 10.1 10.1 9.7
Example: Practice
Completing a task should take 4 minutes on average. Five
samples of three observations each have been taken. Use the
information to construct Mean Chart and Range Chart. Do the
results suggest that the result is in control?

Sample 1 Sample 2 Sample 3 Sample 4 Sample 5 Sample 6

5 5.6 4.8 5.2 5.1 4.4
5.1 5.2 4.9 4.7 5.2 4.6
4.8 5.1 5 4.6 4.9 5.2
 P chart

P = Total Number of rejects/Total

Number inspected
P = Number of rejects/number of
observation
UCLp = p + z{ p (1- p)}/ n

LCLp = p - z{ p (1- p)}/ n

Example
Using the following information construct a p - chart. Does
the result suggest the process is under control? (Use z = 3.00
and each sample contains 100 observations).

Sample No. of defects Sample No. of defects

1 10 9 21
2 12 10 11
3 13 11 8
4 6 12 10
5 10 13 25
6 11 14 12
7 11 15 9
8 24
Example: Practice
Using the following information construct a p - chart.
Does the result suggest the process is under control?
(Use z = 3.00 and each sample contains 30 days).

Sample 1 2 3 4 5 6 7 8 9 10 11 12
No. of 5 3 10 4 6 2 0 5 6 7 8 6
errors