Professional Documents
Culture Documents
Check sheets
Scatter Diagrams
Cause-and-Effect Diagram
Pareto Charts
Flow Charts
Histograms
Statistical Process Control (SPC)
Tools of TQM
Checklist
Ears
Neck
Feet
Scatter Diagrams
Y: No. of customer
complaints per month
34
19
16
11
Correlation Coefficient
-0.956130577
139
203
376
407
575
605
Correlation Coefficient
0.98308797
48
26
56
22
54
36
Correlation Coefficient
-0.036862159
Fish-bone
Steps
Identify
problem to correct
Draw main causes for problem as bones
Ask What could have caused problems in
these areas? Repeat for each sub-area.
Manpower
Main Cause
Too
Toomany
many
defects
defects
Material
Machinery
Main Cause
Manpower
Overtime
Too
Toomany
many
defects
defects
Wood
Steel
Material
Lathe
Machinery
Sub-Cause
Manpower
Tired
Overtime
Old
Wood
Steel
Material
Lathe
Machinery
Too
Toomany
many
defects
defects
Fishbone Chart
Problems with Airline
Customer Service
Pareto Analysis
No. of
defects
Cumulative
Percentage
Scratches
42
67
Porosity
10
83
Nicks
90
Contamination
97
Misc.
100
TOTAL
63
Porosity
10
Misc.
Scratches
42
Contamination
Pareto Analysis of
Wine Glass Defects (63
Defects)
Example: (Identification of
Problems)
Following
are the problems of a failing service center :
1.
2.
3.
4.
5.
6.
Classification of Problems
Lack of staff training: items 5 and 6: (51
complaints)
Too few staff: items 1, 2 and 4: (21 complaints)
Poor organization and preparation: item 3:(2
complaints)
Flowcharts
Histograms
Control Charts
CASE STUDY:
RICOH COMPANY LIMITED
SHORTENING CUSTOMERS
TELEPHONE WAITING TIME