The Basic Seven (B7) Tools of Quality

"As much as 95% of quality related problems in the factory can be solved with seven fundamental quantitative tools." - Kaoru Ishikawa

By Zaipul Anwar Business & Advanced Technology Centre, Universiti Teknologi Malaysia

What are the Basic Seven Tools of Quality?

Fishbone Diagrams Histograms Pareto Analysis Flowcharts Scatter Plots Run Charts Control Charts

Where did the Basic Seven come from?

Kaoru Ishikawa

Known for Democratizing Statistics

The Basic Seven Tools made statistical analysis less complicated for the average person
Good Visual Aids make statistical and quality control more comprehendible.

The Basic Seven (B7) Tools of Quality

Fishbone Diagrams

No statistics involved Maps out a process/problem Makes improvement easier Looks like a Fish Skeleton

Fishbone Diagram Overview (1 of 2)

Definition

Uses Ishikawa
benefits

Use within organizations

Creation of the Diagram

Steps 1-9

Fishbone Diagram Overview (2 of 2)

Example

Service example
Ham Industries

Exercise

Fishbone (Cause and Effect or Ishikawa) Diagrams (1 of 4)

Named after Kaoru Ishikawa

Japanese Quality pioneer

Resembles skeleton of a fish Focus on causes rather than symptoms of a problem Emphasizes group communication and brainstorming Stimulates discussion

Fishbone (Cause and Effect or Ishikawa) Diagrams (2 of 4)

One of Seven basic tools of Japanese Quality Leads to increased understanding of complex problems Visual and presentational tool

Fishbone (Cause and Effect or Ishikawa) Diagrams (3 of 4)

Typically done on paper or chalkboard Recently some computer programs have been created to make Fishbone Diagrams

Ishikawa Environment

Use in Organizations (1 of 2)

Can be used to improve any product, process, or service

Any area of the company that is experiencing a problem Isolates all relevant causes

Use in Organizations (2 of 2)

Helps bring a problem into light

Group discussion and brainstorming Finds reasons for quality variations, and the relationships between them

Creating Fishbone Diagrams

(1 of 4)

As a group:

1. Establish problem (effect)

-state in clear terms -agreed upon by entire

group

2. Problem becomes the head of the fish

-draw line to head (backbone)

Creating a Fishbone Diagram

(2 of 4)

3.

Decide major causes of the problem

- by brainstorming - if the effect or problem is part of a process the major steps in the process can be used

4. Connect major causes to backbone of the fish with slanting arrows

Creating a Fishbone Diagram

(3 of 4)

5. Brainstorm secondary causes for each of the major causes 6. Connect these secondary causes to their respective major causes 7. Repeat steps 5 & 6 for sub-causes dividing with increased specificity
- usually four or five levels

Creating a Fishbone Diagram

(4 of 4)

8. Analyze and evaluate causes and sub-causes

-may require the use of statistical, analytical, and graphical tools

9. Decide and take action

Example (1 of 4)

Step 1 & 2:

(backbone)

Poor Service (head)

Example (2 of 4)

Step 3 & 4:
Appearance Responsiveness

Poor Service

Attention

Reliability

Example (3 of 4)

Step 5, 6, & 7:
Appearance equipment personnel Responsiveness time

facility
Poor Service accuracy One on one service dependability Reliability

courtesy

Attention

Example (4 of 4)

Step 8 & 9:

Use tools to analyze and evaluate causes

Pareto diagrams, charts, and graphs Statistical analysis for causes in processes Use fishbone diagram, analysis and evaluations to find causes that can be fixed Take action to eliminate and fix problem causes

Decide and take action

Summary (1 of 3)

Fishbone Diagrams
- visual diagram - resembles fish skeleton - identifies the causes of a problem (effect), and their relationships
- created by Kaoru Ishikawa for Quality Management

Summary (2 of 3)

Organizational Uses
Increases communication about problems Used to improve any product, process, or service Important part of quality management

Summary (3 of 3)

Creation of Fishbone diagrams

Problem or effect is head of fish Identify major, secondary and tertiary causes, and attach to backbone identifying relationships Analyze and Evaluate results Act to fix the problem(s)

Exercise

Create a Fishbone (cause and effect, Ishikawa) Diagram for the following:
Management at Ham Industries has noticed that the productivity of its workers is well below the standard. After interviewing its employees, it was noticed that a vast majority felt dissatisfied and unhappy with their work. Your boss has asked you and a group of your peers to find the causes of worker dissatisfaction . Include all possible causes to at least the secondary level.

Bibliography
//home.t-online.de/home/kfmaas/q_ishika.html www.zi.unizh.ch/software/unix/statmath/sas/sasdoc/qc /chap17/sect1.htm www.dti.gov.uk/mbp/bpgt/m9ja00001/m9ja0000110.ht ml Foster, S. Thomas. Managing Quality: An Integrative Approach. 2001, Prentice-Hall

The Basic Seven (B7) Tools of Quality

Histograms

Bar chart Used to graphically represent groups of data

Overview
1) 2)

3)
4) 5)

6)

What is a Histogram? What are some possible uses for a Histogram? Where did the Histogram come from? How do Histograms work? A real world example. An exercise.

What is a Histogram?

A Histogram is a variation of a bar chart in which data values are grouped together and put into different classes. This grouping allows you see how frequently data in each class occur in the data set.

What is a Histogram (cont.)

Higher bars represent more data values in a class. Lower bars represent fewer data values in a class. On the next slide is an example of what a Histogram looks like.

Example of a Histogram

Uses for a Histogram

A Histogram can be used: to display large amounts of data values in a relatively simple chart form. to tell relative frequency of occurrence. to easily see the distribution of the data. to see if there is variation in the data. to make future predictions based on the data.

Where did the Histogram Come From?

The Histogram was first implemented by Kaoru Isikawa, one of Japans most renowned experts on quality improvement.
Isikawa spent his life trying to improve quality in Japan.

Where did the Histogram Come From? (cont.)

His major contributions to quality improvement are known as the basic seven tools of quality. Included in his basic seven tools of quality is the Histogram.

How do Histograms Work?

First, you need need to pick a process to analyze. Next, you need a large amount of data, at least 100 data values so that patterns can become visible. Then, you need to assemble a table of the data values that you collected with regards to frequency of data values.

How do Histograms Work? (cont)

Next, you need to calculate some statistics for the Histogram, including: mean, minimum, maximum, standard deviation, class width, number of classes, skewness, and kurtosis. Then, you actually create the Histogram using these statistics.

How do Histograms Work? (cont)

After you have created a Histogram, it will take one of five shapes:
Normal Distribution:

How do Histograms Work? (cont)

Positively Skewed:

Negatively Skewed:

How do Histograms Work? (cont)

Bi-Modal Distribution:

Multi-Modal Distribution:

How do Histograms Work? (cont)

Once your Histogram is complete, you can analyze its shape, as well as the statistics that you came up with.

This analysis will help you to make better decisions toward quality improvements.

Constructing a Histogram
From a set of data compute sum mean (x) Max Min Range (max-min)

Constructing a Histogram

Use range to estimate beginning and end Calculate the width of each column by dividing the range by the number of columns

Range
# of Columns

= Width

Acme Pizza Example

Lets say the owner wants a distribution of Acmes Thursday Night Sales
02122413121224341432232122122142212122121212121 21222121211222314223222123224224412223221224212 421721223121121222122121222424

Data Set from last Thursday(slices)

Acme Pizza Example

Mean = 2.032258 Max = 7 Min = 0 Range = 7 Question For 7 columns what would the width be?

Range/Columns=7/7=1 slice

Acme Pizza Example

Histogram
70 60 50 40 30 20 10 0 1 2 3 4 5 6 7 8 12 0 0 1 33 65

Slices of Pizza

Constructing a Histogram
How is this helpful to Acme? 2 slices of pizza most common order placed Distribution of sales useful for forecasting next Thursdays late night demand If you were an Acme manager how could you apply this information?

The Basic Seven (B7) Tools of Quality

Pareto Analysis

Very similar to Histograms Use of the 80/20 rule Use of percentages to show importance

Pareto Analysis, how to use it

1. Gather facts about the problem, using Check Sheets or Brainstorming, depending on the availability of information. 2. Rank the contributions to the problem in order of frequency.

3. Draw the value (errors, facts, etc) as a bar chart.

4. It can also be helpful to add a line showing the cumulative percentage of errors as each category is added. This helps to identify the categories contributing to 80% of the problem. 5. Review the chart if an 80/20 combination is not obvious, you may need to redefine your classifications and go back to Stage 1 or 2.

Acme Pizza (Example 1)

Slices 0 1 2 3 4 5 6 7 Frequency 1 33 65 8 12 0 0 1 % .3 13.09 25.79 3.17 4.76 0 0 .3

Acme Pizza (Example 1)

The completed Pareto Analysis results in the following graph:

70 60 50 40 30 20 10 0 1 2 2

3 4

4 3

5 7

6 5

7 6

Slices of Pizza

Acme Pizza (part 2)

Critical Thinking How does the Pareto Analysis differ from the Histogram? How can this be a useful tool to the Acme boss?

A series of Pareto charts drill down to more detail (Example 2) :

Fault by Main Cause
100 70 60 80

Percent

50

Count

60 40 20

40 30 20 10 0
t en on mp Co

1st level Analysis gives Design as main cause of failure

2nd level Analysis gives breakdown of Design

0
ild Bu er Oth

Design Faults
100

Defect
Count Percent Cum %

n s ig De

57 75.0 75.0

13 17.1 92.1

4 5.3 97.4

2 2.6 100.0

50 80 40

Percent
t ec nn Co le du Mo rs oto eM rqu To t uc tar sd ld S Tran Co le du Mo er IC AS n atio libr Ca IOP n Imo

Count

60 40 20 0

30 20 10 0

Defect
Count Percent Cum %

21 36.8 36.8

10 17.5 54.4

8 14.0 68.4

8 14.0 82.5

5 8.8 91.2

3 5.3 96.5

2 3.5 100.0

The Basic Seven (B7) Tools of Quality

Flowcharts

A graphical picture of a PROCESS

Process

Decision The process flow

Flowcharts
Dont Forget to:

Define symbols before beginning Stay consistent Check that process is accurate

Acme Pizza Example (Flowchart)

Window (start) Take Customer Order
Money?

no
Lockup Put More in
Oven 2 Pies

Get Pizza

yes

noAvailable?

yes
Time to close?

no
Take to Customer

yes

How can we use the flowchart to analyze improvement ideas from the Histogram?
Window (start) Take Customer Order
Money?

no
Lockup Put More in
Oven 2 Pies

Get Pizza

yes

noAvailable?
Time to close?

yes

no
Take to Customer

yes

Want some practice?

Make a flowchart for:

Taking a shower Cooking dinner Driving a car Having a party Creating a Flowchart

Any other processes you can think of?

The Basic Seven (B7) Tools of Quality

Scatter Plots 2 Dimensional X/Y plots Used to show relationship between independent(x) and dependent(y) variables

Acme Pizza (Scatter Diagram)

Minutes Cooking 10 45 30 75 60 20 25 Defective Pies 1 8 5 20 14 4 6

In this simple example, you can find the existing relationship without much difficulty but

Scatter Diagrams
Easier to see direct relationship
25 20 15 10 5 0 0 20 40 60 80

Time Cooking (minutes)

Scatter Diagrams

As a quality tool What does this tell Acme management about their processes? Improvements?
25 20 15 10 5 0 0 20 40 60 80

Time Cooking (minutes)

The Basic Seven (B7) Tools of Quality Run charts

Time-based (x-axis) Cyclical

Look for patterns

Run Charts
Slices/hour

8 9 10 11 12 1 2 3 4

8 9 10 11 12 1 2 3 4 8 9 10 11 12 1 2 3 4

Time

PM- AM
Thursday Week 1

PM- AM
Thursday Week 2

PM- AM
Thursday Week 3

The Basic Seven (B7) Tools of Quality Control Charts

Deviation from Mean Upper and Lower Specs

Range

Control Charts
Upper Limit

Lower Limit Unacceptable deviation

Control Charts
Acme Pizza Management wants to get in on the control chart action
Average Diameter = 16 inches Upper Limit = 17 inches

Lower Limit = 15 inches

Acme example Control Charts

Upper Limit

17 inches

16 inches= X
Lower Limit 15 Inches

Small Pie

Acme example #50 Control Charts

Pies within specifications were acceptable One abnormally small pie is uncommon Should be examined for quality control

Logical Order for B7 Tools

Big Picture Data Collection Data Analysis Problem Identification Prioritization

Flow Chart

Check Sheet

Histograms

Cause & Effect

Pareto Analysis

Scatter Diagrams

Control Charts

Summary

Basic Seven Tools of Quality Measuring data Quality Analysis Democratized statistics

Bibliography

Foster, Thomas. Managing Quality. An IntegrativeApproach. Upper Saddle River : Prentice Hall, 2001. Stevenson, William. Supercharging Your Pareto Analysis. Quality Progress October 2000: 51-55. Dr Kaoru Ishikawa. Internet http://www.dti.gov.uk/mbp/bpgt/m9ja00001/m9ja0000110.html. 16 February 2001. Chemical and Process Engineering. Internet. http://lorien.ncl.ac.uk/ming/spc/spc8.htm. 17 February 2001.