Explain how quality management can be measured

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I. Contents of explain how quality management can be

measured
==================
Quality is something customers crave and businesses pursue. The true challenge is defining what
quality means to the organization. Once quality is defined, managers must work to identify those
processes that need to be improved, improve them and then monitor the progress. There are
several tools managers use to measure quality.
Statistical Process Control Charts

Statistical process control (SPC) charts are a tool used in Six Sigma. Six Sigma is a
quality program that seeks to minimize defects in a product or process. Sigma is a unit of
standard deviation from the mean (average). Six Sigma is six standard deviations from the
average. That is to say, Six Sigma means there is 99.996 percent out of 100 percent accuracy.
This type of quality does not just occur; it is the result of measuring, analyzing, improving and
controlling the process. An SPC chart is just one of the tools used in Six Sigma.
The control charts are a representation of the upper and lower control limits of a process. Each
observance is plotted on the chart. Therefore, if process observances occur outside of the control
limits, the process is adjusted accordingly. Process control charts allow for variations within a

process. Use the charts to discover the causes of variations in a process. The reasons for
variations in a process are common cause and special causes. For example, when making tea, a
common cause variation could be the water used (water from the bar spigot vs. water from the
kitchen faucet). A special cause variation could be whether the water filter was in place. Use this
tool to understand how often the variations occur. Then, use process flow charts to understand
where the special cause occurs in the process.
Flowcharts

Flowcharts are the visual representations of a process. The shapes represent steps, outputs
or decisions to be made during the execution of a process. Use a flowchart to document the
process. Keep the steps succinct and use subject-matter experts to create the flowchart. Have
associates who are not as familiar with the process use the flowchart to execute the process. This
will help validate the flowchart. Look for loops in the process. A loop is a series of steps that
could be performed repetitively and cause a delay in completing the process. Also, check for
bottlenecks in the process. A bottleneck is a part in the process in which the outputs are
significantly slower than the inputs. Use flowcharts to isolate problems in a process, then work
with stakeholders to remove the problems.
Pareto Charts

Pareto charts are used to show the most common reasons for a problem. The Pareto principle is
basically the 80/20 rule. It states that 80 percent of a problem is created by 20 percent of the
causes. For example, 80 percent of car accidents are caused by 20 percent of the drivers, or 80
percent of crime is caused by 20 percent of the people. A Pareto chart is a bar graph that displays
variances in descending order according to the number of frequencies. Managers use a Pareto
chart to isolate that 20 percent that is causing 80 percent of the problems. For example, restaurant
customers return their soup order to the kitchen; this is 80 percent of food returns to the kitchen.
The reasons the soup is cold are varied: heating it too soon, using the microwave instead of the
oven, served in cold dishes, not heated to the proper temperature and equipment malfunctions.
Using this example, the managers can begin correcting the reason the soup is being heated too
soon.

Balanced Scorecard

A balanced scorecard is a tool that provides a view of the organization from a financial,
customer, business process and learning and growth perspective. The financial perspective is a
shareholder's point of view. This perspective asks questions such as what is the bottom-line
revenue? The customer perspective asks if the customers are satisfied. Business processes ask
how effective processes are at meeting customer and shareholder requirements. Learning and
growth examines how the organization manages change and improvement, not only for the
products and services, but also for the employees. A major benefit of the balanced scorecard is
that it is a consolidation of quality and business measures in one place. Use the balanced
scorecard to get a "bird's eye view" of the business and the quality of the business.
Employees

Managers also use their employees to manage quality. Those employees who are on the
front lines and speak with customers directly know the quality issues of a product or service.
They hear each day how the product breaks or how the service technician is frequently late to
repair an appliance. When the front-line employees attempt to correct the problem, they also
know the internal processes that cause delays in fixing the customer's problem. Ask employees
what they perceive as ongoing problems. Assemble a project team of front-line employees and
analysts to begin working on the solution to process issues.
==================

III. Quality management tools

1. Check sheet

The check sheet is a form (document) used to collect data

in real time at the location where the data is generated.
The data it captures can be quantitative or qualitative.
When the information is quantitative, the check sheet is
sometimes called a tally sheet.
The defining characteristic of a check sheet is that data
are recorded by making marks ("checks") on it. A typical
check sheet is divided into regions, and marks made in
different regions have different significance. Data are
read by observing the location and number of marks on
the sheet.
Check sheets typically employ a heading that answers the
Five Ws:

Who filled out the check sheet

What was collected (what each check represents,
an identifying batch or lot number)
Where the collection took place (facility, room,
apparatus)
When the collection took place (hour, shift, day of
the week)
Why the data were collected

2. Control chart
Control charts, also known as Shewhart charts
(after Walter A. Shewhart) or process-behavior
charts, in statistical process control are tools used
to determine if a manufacturing or business
process is in a state of statistical control.
If analysis of the control chart indicates that the
process is currently under control (i.e., is stable,
with variation only coming from sources common
to the process), then no corrections or changes to
process control parameters are needed or desired.

In addition, data from the process can be used to

predict the future performance of the process. If
the chart indicates that the monitored process is
not in control, analysis of the chart can help
determine the sources of variation, as this will
result in degraded process performance.[1] A
process that is stable but operating outside of
desired (specification) limits (e.g., scrap rates
may be in statistical control but above desired
limits) needs to be improved through a deliberate
effort to understand the causes of current
performance and fundamentally improve the
process.
The control chart is one of the seven basic tools of
quality control.[3] Typically control charts are
used for time-series data, though they can be used
for data that have logical comparability (i.e. you
want to compare samples that were taken all at
the same time, or the performance of different
individuals), however the type of chart used to do
this requires consideration.

3. Pareto chart

A Pareto chart, named after Vilfredo Pareto, is a type

of chart that contains both bars and a line graph, where
individual values are represented in descending order
by bars, and the cumulative total is represented by the
line.
The left vertical axis is the frequency of occurrence,
but it can alternatively represent cost or another
important unit of measure. The right vertical axis is
the cumulative percentage of the total number of
occurrences, total cost, or total of the particular unit of
measure. Because the reasons are in decreasing order,
the cumulative function is a concave function. To take
the example above, in order to lower the amount of
late arrivals by 78%, it is sufficient to solve the first
three issues.
The purpose of the Pareto chart is to highlight the
most important among a (typically large) set of
factors. In quality control, it often represents the most
common sources of defects, the highest occurring type
of defect, or the most frequent reasons for customer
complaints, and so on. Wilkinson (2006) devised an
algorithm for producing statistically based acceptance
limits (similar to confidence intervals) for each bar in
the Pareto chart.

4. Scatter plot Method

A scatter plot, scatterplot, or scattergraph is a type of

mathematical diagram using Cartesian coordinates to
display values for two variables for a set of data.
The data is displayed as a collection of points, each
having the value of one variable determining the position
on the horizontal axis and the value of the other variable
determining the position on the vertical axis.[2] This kind
of plot is also called a scatter chart, scattergram, scatter
diagram,[3] or scatter graph.
A scatter plot is used when a variable exists that is under
the control of the experimenter. If a parameter exists that
is systematically incremented and/or decremented by the
other, it is called the control parameter or independent
variable and is customarily plotted along the horizontal
axis. The measured or dependent variable is customarily
plotted along the vertical axis. If no dependent variable
exists, either type of variable can be plotted on either axis
and a scatter plot will illustrate only the degree of
correlation (not causation) between two variables.
A scatter plot can suggest various kinds of correlations
between variables with a certain confidence interval. For
example, weight and height, weight would be on x axis
and height would be on the y axis. Correlations may be
positive (rising), negative (falling), or null (uncorrelated).
If the pattern of dots slopes from lower left to upper right,
it suggests a positive correlation between the variables
being studied. If the pattern of dots slopes from upper left
to lower right, it suggests a negative correlation. A line of
best fit (alternatively called 'trendline') can be drawn in
order to study the correlation between the variables. An
equation for the correlation between the variables can be
determined by established best-fit procedures. For a linear
correlation, the best-fit procedure is known as linear
regression and is guaranteed to generate a correct solution
in a finite time. No universal best-fit procedure is
guaranteed to generate a correct solution for arbitrary
relationships. A scatter plot is also very useful when we
wish to see how two comparable data sets agree with each

other. In this case, an identity line, i.e., a y=x line, or an

1:1 line, is often drawn as a reference. The more the two
data sets agree, the more the scatters tend to concentrate in
the vicinity of the identity line; if the two data sets are
numerically identical, the scatters fall on the identity line
exactly.

5.Ishikawa diagram
Ishikawa diagrams (also called fishbone diagrams,
herringbone diagrams, cause-and-effect diagrams, or
Fishikawa) are causal diagrams created by Kaoru
Ishikawa (1968) that show the causes of a specific event.
[1][2] Common uses of the Ishikawa diagram are product
design and quality defect prevention, to identify potential
factors causing an overall effect. Each cause or reason for
imperfection is a source of variation. Causes are usually
grouped into major categories to identify these sources of
variation. The categories typically include
People: Anyone involved with the process
Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
Machines: Any equipment, computers, tools, etc.
required to accomplish the job
Materials: Raw materials, parts, pens, paper, etc.
used to produce the final product
Measurements: Data generated from the process
that are used to evaluate its quality
Environment: The conditions, such as location,
time, temperature, and culture in which the process
operates

6. Histogram method

A histogram is a graphical representation of the

distribution of data. It is an estimate of the probability
distribution of a continuous variable (quantitative
variable) and was first introduced by Karl Pearson.[1] To
construct a histogram, the first step is to "bin" the range of
values -- that is, divide the entire range of values into a
series of small intervals -- and then count how many
values fall into each interval. A rectangle is drawn with
height proportional to the count and width equal to the bin
size, so that rectangles abut each other. A histogram may
also be normalized displaying relative frequencies. It then
shows the proportion of cases that fall into each of several
categories, with the sum of the heights equaling 1. The
bins are usually specified as consecutive, non-overlapping
intervals of a variable. The bins (intervals) must be
adjacent, and usually equal size.[2] The rectangles of a
histogram are drawn so that they touch each other to
indicate that the original variable is continuous.[3]

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