Welcome Back!

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Welcome Back!

• Lets do the name tent thing again when Brye gets
  in, and also please hand in your ice cream flow
  chart.

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Internal Process Model
Monitor Role Competency Managing Collective
Performance
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Agenda

• Introduction to TQI
• Flow chart Gladys Morgans check in
• Develop a fishbone (Ishikawa) diagram
• Use to make improvement recommendations

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Learning Goals

• Be able to
• Apply the 3 central questions (aim, measures,
  changes) to real life situations
• Develop a flowchart of a process
• Develop a fishbone diagram
• Use these tools to make improvement suggestions

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Variation is the enemy of quality

• Because it reduces our ability to predict (and
  control) outcomes
• Recall the foci of the Internal Process model

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Special Causes

• Due to specific circumstances
• Only affect people/things in a certain time
  period or place
• May take actions to restabilize the system
• NOT the focus of TQI

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Common Causes

• Built into the system
• Affect everyone/thing
• Improvement requires changing the system itself
• These ARE the focus of TQI

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Key Figures

• Walter A. Shewhart
• W. Edwards Deming
• Joseph Juran

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Three Fundamental QuestionsBehind Trial and
Learning

1. Aim
2. Measures
3. Changes

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Aim What are we trying to accomplish?
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Measures How will we know that change is an
improvement?-- builds on current knowledge,
using baseline data
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Changes What changes can we make that will
result in improvement?-- explored through the
cycle for learning and improvement
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PDCA The Cycle for Learning and Improvement

• Plan
• Do
• Check (Study)
• Act

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Building Long Term Improvements

• Repeated use of PDCA cycle
• Maximizing system performance
• Why top management is key
• Data driven (includes feelings)
• Testing on a small scale
• across a wide range of conditions
• Continuous Quality Improvement

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Your TQI Tool Kit

• Process Watch/Walk
• Flow Chart
• Fishbone (Ishikawa) Diagram
• Control Chart

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A Process Is
A series of actions that repeatedly transform
inputs into outputs
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Process Walk/Watch

• Senior management walk through process
• Observing, discussing at the task level
• Tool for increasing process knowledge
• IBM managers and mainframe computers

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Flowcharting Picturing the Sequence
A/1
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Fishbone/Cause-and-Effect(Ishikawa)

• Identify causes of process problems
• Focus on facts
• Dispersion analysis uses cause categories
• Policies - People
• Procedures - Environment
• Plant
• Process clarification uses steps

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Cause and Effect Diagram
People Environment OutcomePolicies
Procedures Plant
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Coming Up

• Thursday meet in Pollack laptop library
• Control charts
• Bring Memory Jogger
• Read starting p. 36 about control charts
• Next Tuesday integration