Title: The Quality Improvement Model
1TheQualityImprovementModel
Define Process
Select Measures
Collect Interpret Data
Define Process
IsProcessStable?
No
Investigate Fix Special Causes
- Purpose
- Communicate to an individual or team a clear
understanding of the process under study. - Establish improved and consistent process
operations.
Yes
IsProcessCapable?
No
Improve Process Capability
Yes
Use SPC to Maintain Current Process
2Process Components
- A process is any activity that converts
- All processes involve Suppliers, Inputs, Outputs,
and Customers
3Defining Processes
Why
- Communicate to an individual or a team a clear
understanding of the process under study. - Standardize process operations.
How
- Identify and list Suppliers, Inputs, Outputs, and
Customers. - Develop flow chart of the process steps.
- Assure a common understanding of related
procedures. - Verify practice vs. procedure.
4Process Standardization
STANDARDIZATION is everyone following the
procedures the same way.
These Procedures
- Are not the optimum perfection.
- Are not necessarily the current best known
methods. - Are the agreed-upon methods.
It is neither possible nor necessary to
standardize all the operations. However, crucial
elements...should be measurable and
standardized. Misaaki ImaiKAIZEN
5Process Flow Charts
Purchasing Process
Manufacturing Submits Purchase Order
A Graphical display of the steps in a process.
Purchasing Contacts Vendors for Pricing
Vendor Submits Bids
Discuss Quality vs. Price and Select Vendor
Standard Symbols
Can Vendor Meet Schedule?
No
Process Steps
Yes
Decisions
Vendor Delivers Goods
Manufacturing Inspects Goods
Beginning or End Points, or Connectors between
pages
Purchasing Pays Vendor
6Process Mapping
7Detailed Process Maps
- What is the tool?
- Graphical illustration of the process
- What will the tool identify?
- All value-added and non-value-added process steps
- Input variables (Xs)
- Output variables (Ys)
- Data collection points
- When do you apply process mapping?
- Always
8Process Mapping Steps
- Identify the process, its external inputs and
customer outputs - Identify all steps in the process graphically
- List output variables at each step
- List input variables and classify process inputs
as controlled or uncontrolled - Add process specifications for input variables
9Step 1 Identify the Process and Inputs/Outputs
- We need to get a 50,000 ft. view of the process
first - First identify the process in simple terms
- Secondly we identify external inputs
- Incoming information
- Raw materials
- Personnel
- Energy requirements
- Finally we identify the customer requirements
(outputs) - Identify the attributes of a correctly
functioning product or service
10Step 1 Examples
11Step 2 Identify All Steps in the Process
- Include all value-added and non value-added steps
- Process steps, inspection/test, rework, scrap
points
Manufacturing
Metals addition
Material drying, surface area issues
Non-Manufacturing
12Step 3 List Key Output Variables
13Step 3 List Key Output Variables
14Step 4 List and Classify Key Input Variables
15Process Mapping Examples
16Process Mapping Examples
Non-Manufacturing
Outputs
- Order in computer
- All line items complete
- Correct info
- Promise date
- Order number
- Printed confirmation
- Prompt answer
- Live body
- Part number
- Availability
- Need date
- Order confirmation to customer
- Order to production
- Customer number
- Order worksheet
- Pricing
17Step 5 Add Specifications for Inputs
- For input variables identified as Controlled and
Critical Inputs, we can add the operational
specifications and targets for these variables - This information is the beginnings of the Control
Plan!
18Using Process Maps to Evaluate Processes
- Understand customer/supplier relationships
- Discover unnecessary steps
- Achieve agreement on process
- Everyone understands their role
- Provides inputs to Cause and Effects Matrix
- Provides inputs to Control Plan Summary
- Provides inputs to Capability Summary
- Excel template Process Map Master.XLS