The Quality Improvement Model

1
TheQualityImprovementModel
Define Process
Select Measures
Collect Interpret Data
A Roadmap to Improvement
IsProcessStable?
No
Investigate Fix Special Causes
Purpose To provide a sequence of steps to
improve any process so that the customers will
realize the highest quality and value.
Yes
IsProcessCapable?
No
Improve Process Capability
Yes
Use SPC to Maintain Current Process
2
Catapult Exercise
Each person will come up to the front and fire
the catapult until we get 30 distance
measurements.
Cup Height
Peg Height
Hook Height
Stop Angle
Release Angle
3
Definitions of Quality
Conformance to specifications

The degree to which a product or service meets

the needs of the customer

Uniformity around a customer-defined target

• Exceeding customer expectations

The customer is the most important part of the
process.









4
Does Quality Affect My Job?Poor Quality ?
Complexity
Department
Real Work
Complexity
Accounting
Mailing Invoices
Collecting overdue
accounts resulting from


carrier delivery problems


Production
Assembly
Rework of faulty


incoming materials
Marketing
Helping Customers
Handling customer
buy
complaints about poor

quality materials


R D
Learning about
Redesign due to market
customer needs
research errors

Personnel
Training new
Handling a lawsuit from
managers
an employee who was
mistreated
5
The Ideal Flowof Work
Y
Measurements
Y
Finished Product or Service
Y
6
The Impact of Poor Quality
Supplier
Reworks
N
Y
Rework
Diagnose
?
N
Scrap
Y
Rework
N
Scrap
Y
Adjust
Y
N
N
Diagnose
Adjust ?
Y
Y
Rework
N
Scrap
N
Diagnose
N
Y
Y
Rework
?
Rework
Scrap
7
Impact of Higher Quality on Value
8
The Transition of Quality Thinking

• Dedicate resources to inspect all work for errors
  before finalized.

Work on process to prevent defects.
9
TheQualityImprovementModel
Define Process
Select Measures
Collect Interpret Data
A Roadmap to Improvement
IsProcessStable?
No
Investigate Fix Special Causes
Purpose To provide a sequence of steps to
improve any process so that the customers will
realize the highest quality and value.
Yes
IsProcessCapable?
No
Improve Process Capability
Yes
Use SPC to Maintain Current Process