UNIVERSITI KUALA LUMPUR

INSTITUTE OF PRODUCT DESIGN AND MANUFACTURING

( IPROM )
PPB26403 - QUALITY ENGINEERING

ASSIGNMENT 2: QC TOOLS
INDIVIDUAL

SUBMITTED TO
LECTURER:
PUNNOSE P KOVOOR

PREPARED BY:
NAME : AZRI KAUSAR SYAH BIN HUSSEIN KAMAL (58214116051)
Histogram

Jeff is the branch manager at a local bank. Recently, Jeff’s been receiving
customer feedback saying that the wait times for a client to be served by a
customer service representative are too long. Jeff decides to observe and write
down the time spent by each customer on waiting. Here are his findings from
observing and writing down the wait times spent by 20 customers:

Answer:
Scatter Diagram
Draw a scatter plot for the following set of data:

Answer:

Looks like we've got gadgets and gizmos aplenty.

Flowchart
An individual would like to claim insurance for his car damage that was cause by accident. The
flowchart of claiming insurance as below:
Ishikawa diagram
Service Failure
A hotel accidentally booked a customer into a smoking room. To make matters worse, they gave
the customer the wrong key cards and failed to apologize or correct the booking because the
hotel was full. This resulted in a lost customer, poor ratings and bad publicity.

Steps:
Draw the box on the right of a flip chart or large dry wipe board, and write the problem
statement in the box. Be as clear and specific as you can about the problem.

Now draw the line going from left to right as the ‘Spine’, connecting to the problem
statement.

Draw the ‘fishbones’ emanating from the spine. These represent the main cause
categories.

Now label each Fishbone category. There are two options here. You can use the
generic cause categories of People, Method, Machine, Material, Environment, which is
easier to use for a group that is relatively new to this exercise, or you can brainstorm the
major categories related to the specific problem.

Now brainstorm all the causes to the problem. You could use the approach of writing
each cause on post it notes, going around the group asking each person for one cause.
Continue going through the rounds, getting more causes, until all ideas are exhausted.
For each cause, agree in the group which category the issue should fall in. (An issue
can fall in a number of categories) and continue this process until the group have run
out of ideas.

 Next, get each individual in the team in turn, to put a tally mark against the top
three causes they think affect the problem. You can use supporting data to help
you decide, if it is available.
 Once completed, the facilitator adds up all the tallies for each cause and selects
the top three with the highest scores. These three issues will now form the basis of
additional investigation in order to find the root cause. The team may then
investigate these causes further and use problem-solving techniques like 5 Whys
to eliminate their occurrences.
Pareto Chart

Graph 1 shows how many customer complaints were received in each of five categories.

Graph 2 takes the largest category, “documents,” from Graph 1, breaks it down into six categories of
document-related complaints, and shows cumulative values.

If all complaints cause equal distress to the customer, working on eliminating document-related
complaints would have the most impact, and of those, working on quality certificates should be most
fruitful.

graph 1

graph 2
Check Sheet
The paint bay team in a car manufacturer had the objective of discovering and removing the
main causes of paint blemishes in doors. To achieve this, they concluded that they needed to
determine the number and location of each type of blemish. They also defined the process to
capture data on one form for each paint lot. They used a combination of a Defective Item Check
Sheet and a Location Plot, as below.

Paint bubbles were the most common problem, and were investigated first. The grouping led the
team to investigate the paint programming, where it was discovered that the paint robot was
hesitating at corners. Reprogramming the robot significantly reduced the number of errors.
Further analysis found that varying paint viscosity was causing runs.