Define Process

The Quality Improvement Model

Define Process
Purpose: Communicate to an individual or team a clear understanding of the process under study. Establish improved and consistent process operations.

Define Process

Select Measures
Collect & Interpret Data

Is Process Stable ?
Yes Improve Process Capability No Is Process Capable ? Yes Use SPC to Maintain Current Process

No

Investigate & Fix Special Causes

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Define Process

Process Components

Suppliers

Inputs

Processes

Outputs

Customers

A process is any activity that converts All processes involve Suppliers, Inputs, Outputs, and Customers

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Define Process

Defining 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.

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Define Process

Process 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 Imai KAIZEN

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Define Process

Process Flow Charts

A Graphical display of the steps in a process.
Standard Symbols
Process Steps Decisions

Purchasing Process
Manufacturing Submits Purchase Order Purchasing Contacts Vendors for Pricing Vendor Submits Bids

Discuss Quality vs. Price and Select Vendor Can Vendor Meet Schedule?
Yes Vendor Delivers Goods Manufacturing Inspects Goods Purchasing Pays Vendor End No

Beginning or End Points, or Connectors between pages

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Define Process

Process Mapping

Pumping

String Up

Filtration

Quench

Outputs Chip weight Chip viscosity Chip defects Gels Dirt Shutdown/rate

Extrusion

Cutting

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Detailed Process Maps

Define Process

What is the tool? Graphical illustration of the process What will the tool identify? All value-added and non-valueadded process steps Input variables (Xs) Output variables (Ys) Data collection points When do you apply process mapping? Always
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Process Mapping Steps

1. 2. 3. 4. 5.

Define Process

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

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Define Process

Step 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
o o o o Incoming information Raw materials Personnel Energy requirements

Finally we identify the customer requirements (outputs)

o Identify the attributes of a correctly functioning product or service

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Step 1: Examples
Manufacturing
Inputs Outputs

Define Process

Fluid Bed Dryer

Rate Temperature Air Flow Residence Time Appearance (Color ) Physical Chem Properties Cycle Time (plugging) Zone 3 Temp

Non- Manufacturing
Inputs Outputs

Order Entry
Phone FAX Email Price Availability Confirmation of Order Promise Date Order number

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Define Process

Step 2: Identify All Steps in the Process

Include all value-added and non value-added steps

Process steps, inspection/test, rework, scrap points

Manufacturing
Mixing Water and Metals Preparation Extrusion Extrude through die Dryer Calciner Material drying, surface area issues NADM Solution Preparation Impregnation Metals addition Fluid Bed Dryer Final preparation / appearance issues

Non-Manufacturing
Answer Phone Greet customer Determine parts needed Identify need date Identify ship to address Identify price Identify shipment method Internal Information Get internal P/N Determine terms Identify lead time Complete order worksheet Order Entry Input information Print order confirmation Determine ship date Review order Order Confirmation FAX confirmation to customer Verify manufacturing receipt of order

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Step 3: List Key Output Variables

Outputs Mixing Water and Metals Preparation TV of Mix Quality Check around extrusion NADM Solution Preparation

Define Process

Include both process and product output variables Manufacturing

Outputs

pH Temp Specific Gravity Clarity

Extrusion Extrude through die

TV of Mix Quality Check around extrusion

Impregnation Metals addition

Appearance (Color, Wetness)

Dryer Calciner Material drying, surface area issues

Surface Area

Pore Volume
Appearance

Fluid Bed Dryer Final preparation / appearance issues

Appearance (Color) Physical Chemical Properties Cycle Time (plugging) Zone 3 Temp

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Step 3: List Key Output Variables

Define Process

Include both process and product output variables

Non-Manufacturing
Outputs

Outputs Order in computer Input information Print order confirmation All line items Determine ship date complete Review order Correct info Promise date Order number Printed confirmation Order Entry Order Confirmation
FAX confirmation to customer Verify manufacturing receipt of order

Prompt Greet customer answer Determine P/N Live body Identify need date Part number Identify ship to address Availability Identify ship method Need date

Answer Phone

Internal Information Customer number Get internal P/N Order Determine terms worksheet Identify lead time Pricing Complete order
worksheet

Order confirmation to customer Order to production

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Define Process

Step 4: List and Classify Key Input Variables

List all key input variables and classify them as

Controlled inputs Uncontrolled inputs

Controlled Inputs: Input variables that can be changed to see the effect on output variables Sometimes called knob variables Uncontrolled Inputs: Input variables that impact the output variables but are difficult or impossible to control (may also be controllable, just not under control currently) Example: Environmental variables such as humidity Critical Inputs: Input variables that have been statistically shown to have a major impact on the variability of the output variables
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Process Mapping Examples

Manufacturing
Inputs Types Mixing Total Rate Mixer Speed Al2O3 Qual Rec Comp C C U U Water and Metals Preparation Outputs Inputs Types NADM Solution Preparation

Define Process

Outputs pH Temp Specific Gravity Clarity

TV of Mix Quality Check around extrusion

Nitric Acid H2O2 Water ADM Hold Time Agitation Phos Acid Nozzle Type Spray Time Water Moly Nickel Base

C C C C U C C C C C C C C

Ext Rate Die Wear Ext RPMs Die Change

C U C U

Extrusion Extrude through die

TV of Mix Quality Check around extrusion

Impregnation

Metals addition

Appearance (Color, Wetness)

Temperature Rot speed Draft Feed Rate Drying air

C C C C U

Dryer Calciner Material drying, surface area issues

Surface Area Pore Volume Appearance

Temperature Rate Air Flow Res Time

C C C C

Fluid Bed Dryer Final preparation / appearance issues

Appearance (Color) Physical Chemical Properties Cycle Time (plugging) Zone 3 Temp 2-15

Define Process

Process Mapping Examples

Non-Manufacturing
Inputs Information from customer Greeting script Answering procedure Telephone system Type C C C U

Outputs Answer Phone

Greet customer answer Determine P/N Live body Identify need date Identify ship to address Part number Identify ship method Availability

Inputs Order worksheet Computer entry screens Lead time information from mfg Shipment method

Type U C

Outputs Order Entry Order in

Input information computer Print order confirmation All line Determine ship date items Review order complete

Prompt

Need date

Cross reference for P/Ns Order information Plant loading information Order worksheet form Pricing algorithm

Correct info Promise date Order number Printed confirmation Order Confirmation
FAX confirmation to customer Verify manufacturing receipt of order

U U

Internal Information Customer Get internal P/N number Determine terms Order Identify lead time worksheet Complete order Pricing
worksheet

Printed confirmation sheet Production schedule Customer contact info Production contact info Confirmation procedure

U C C C

Order confirmation to customer Order to production

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Step 5: Add Specifications for Inputs

Define Process

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!

Controlled Input Variable Die Wear Solvent Type Ram Speed Clamping Force

Target ? ? ? ?

Upper Spec ? ? ? ?

Lower Spec ? ? ? ?

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Define Process

Using 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

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