The 7 Basic Quality

Tools
Michele Cano
 Agenda
Introductions
The 7 Basic Tools
Exercises
Break
The 7 Basic Tools continued
Exercises
Group Discussions
 What are they?
The seven basic tools according to Ishikawa are:
Check sheets
Flow charts
Graphs & Histograms
Pareto diagram
Cause and effect diagram
Scatter diagram
Control chart
 Why use tools?

To make data visible

Measure

Improve
 1.Check sheets
What is a check sheet?

A form or sheet used to record data.

 Function of Check Sheets
According to Ishikawa 1982, check sheets
have the following functions:
1. Production Process distribution checks
2. Defective item checks
3. Defective location checks
4. Defective cause checks
5. Check-up confirmation checks
6. Others
 Example of a simple check
sheet. (for car valet operation)
Car type Ford Focus
Car registration W357 PHR
Interior vacuumed

Upholstery cleaned

Dash board cleaned

De odorised

Body washed

Washed waxed & Polished

Under car washed

Wheels washed

Tyres blacked

Comments: Front bumper badly scratched on delivery, this

can not be covered
Performed / Checked by J Date 2 May 2008
Example of a simple process
check sheet. (attributes)
Model XYZC217 Batch

failures 1 2 3 4 5 6 7 8 9 10

Power up
1 2 1

Boot up
6 4 2 1 2

Sink test
2 1 1 1

Case damage
1 1 2

Keyboard damage

Monitor damaged
1 2

Bundled s/w included

3 1 3

Checked by a l r a
pj m jj [j lm m m pj m pj
 Flowcharts
PROCESS MAPPING
Process mapping is an essential first step.

It identifies all of the process activities,

sequence and responsibilities.

This can either be in a written format, or

as a flowchart.
 Flowcharts
PROCESS MAPPING (Written format)
Enquiry handling

Activity Responsibility Associated documents

1. Customer enquiry Sales Director Customers enquiry
received and Customers drawing
logged onto system Work instruction S10
2. Enquiry briefly Sales Director
overviewed and
allocated to sales
estimator for
through.
3. If it cant be done, Sales Director Customers enquiry
return to customer Customers drawing

4. If it has been made Sales Director Customers enquiry

before, prepare a Customers drawing
new quote based on Previous job file
previous job and Current price list
current pricing,
otherwise go to
step 10.
5. Send to customer Sales Director Quotation
for acceptance
6. Review quote Customer Quotation
7. Quote is acceptable Customer Quotation
8. Log as order and Quotation
create order Customer drawing
package Work instruction S30
9. Pass to Production Sales Director
control Order package

10. Allocated to sales Sales director Customers enquiry

estimator Customers drawing
11. . Etc.
12.

13.
14.
15.
16.
 Flowcharting
Flowcharting is a graphical tool for
analysing processes.
Constructing flowcharts leads to a better
understanding of processes.
Better understanding of processes is a
essential for improvement
 Flowcharts
Some standard symbols
Start or end

An activity

a decision point in the process.

a point at which the flowchart connects

with another process.

An off page connection

All records are identified

FLOWCHART

SM01 Enquiry Handling / Quotation Process

Customer Sales director Estimator

Customer sends Sales department

enquiry receives enquiry

Enquiry entered
into the electronic
Quote log &
Unique serial
number entered

Customer
Can this
informed that we
No enquiry be
are unable to
Quoted ?
quote

Yes

Have the
Enquiry allocated
item (s) been No
to Estimator
made before?

Raise estimate
sheet & plan
process

Quote prepared
from Price guide

Organize contract
review to cover
Quality
Contractual &
Manufacturing
aspects

Quote customer Prepare Quote

 HACCP
Hazard Analysis and Critical Control Points

Businesses are required to identify any

step in the activities of the food business
which is critical to ensuring food safety
and ensure that adequate safety
procedures are identified, implemented,
maintained, and reviewed.
 Steps involved in HACCP
1. Identify the Hazard
2. Identify points when you need to have
control measures (control points)
3. Decide what control measures are
needed
4. Implement those controls
5. Monitor
 Exercise
Draw / evaluate a flowchart for one of the
following processes:

Making a cup of coffee or tea

Cutting the grass
Booking a flight on-line
Organising a surprise birthday party
3.Graphs&Histograms
Graphs, in various forms are used to aid
understanding and analysis of collected
data sets.
 Graphs
BAR CHARTS
This is the data set shown graphically.
It highlights the major problems for all to see.

Defects

16
14
12
Quantity

10
8
6
4
2
0
Power up

Boot up

damage

Keyboard

damaged
Bundled

included
Sink test

damage

Monitor
Case

s/w
Type
 0
10
20
30
40
50
60
70
80
90
100
01/02/03
02/02/03
03/02/03
04/02/03
05/02/03
06/02/03 February.
07/02/03
08/02/03
09/02/03
10/02/03
11/02/03
12/02/03
13/02/03
14/02/03
15/02/03
Feb production output

16/02/03
17/02/03
18/02/03
19/02/03
20/02/03
21/02/03
22/02/03
23/02/03
24/02/03
25/02/03
26/02/03
27/02/03
28/02/03
This graph shows production output for

Average
Output %
Graphs
 Graphs

The graph below shows categories of customer

complaint.
 Rules for Graphing
Use titles and indicate when the data was
collected
Ensure the scales are clear and represent
the data accurately.
Always keep in mind the reason why the
graph is being used.
 Exercise Graphs

You are the marketing director of XZY automotive, a new

Scottish company. You have organised a local survey to
rate your car against other small cars.

30 people were polled and the results are shown below.

Xzy, ka, Clio, Clio, ka, fiesta, xzy, ka, 206, xzy, fiesta,
fiesta, xzy, polo, fiesta, 206, 206, polo, 206, fiesta, fiesta,
fiesta, polo, xzy, polo, fiesta, xzy, xzy, ka, xzy.

You have decided to Graph the results as part of your

marketing drive. Choose and explain your choice of graph.
 What is a Histogram?
The Histogram shows the distribution of
one characteristic for one period of time.
 What is a Histogram?

Is this a histogram?

Checks/only record failures Total

Power up 4
Boot up 15
Sink test 5
Case damage 4
Keyboard damage 0
Monitor damaged 3
Bundled s/w included 7
 What is a Histogram?

The answer to the previous question is

NO

The Histogram shows the distribution of

one characteristic for one period of time.
 When is a Histogram Used?

To look at one particular set of results, for one

characteristic at one period of time

To look for patterns in a process

To help understand data

 Histograms
The following data was collected when measuring the
bow (warp) of a plastic component. The specification is
less than 8 x10-3 mm (zero 8).

This can be plotted as a histogram because we have

quantitative data and target limits.

Bow measurements
2 5 8 8 2
4 6 6 6 4
4 7 6 6 4
8 7 7 5 9
 Histograms
Bow Frequency
6
0 0
5
1 0
4
2 2

Frequency
3 0 3
4 4 2
5 2 1
6 5
0
7 3

9
0

8
8 3
9 1
Bow (10-3mm)
0
 What is a Histogram?

Exercise

Sort the data about male weights into

appropriate sets, then plot a histogram.
4.ParetoAnalysis

Separating the vital few from the

trivial many Juran
 What is Pareto Analysis?
Pareto analysis is a method to help
prioritise actions.

It is a Bar Chart displayed in a particular

way either in order of importance
(frequency, relative cost, etc).
 Pareto
Example:
The information to be represented on a Pareto diagram normally would
have already been collected.

Household repairs over the last 10 years

Cost per Total cost
Problem frequency occurrence
Light bulb fails 100 0.6 60
Broken central heating
pump 1 190 190
Broken window 2 50 100
Leaking taps 16 2.5 40
Faulty central heating
boiler 1 3000 3000
Leaking radiators 3 15 45
 Pareto
Pareto Chart
The data are then displayed graphically. Firstly in terms of
frequency.....

House repairs 1998-2008

120
100
Occurence

80 frequency
60
40 Cum %
20
0
window

heating

heating
Leaking

Broken

Broken
bulb fails

radiators

central

central
Faulty
Leaking
taps
Light

Fault
 Pareto
... and then by cost.

House repairs 1998-2008 Total cost

3500
3000
2500
2000
1500 Total cost
1000
500
0
Faulty Broken Broken Light Leaking Leaking
central central window bulb fails radiators taps
heating heating
boiler pump
 Exercise
Produce a Pareto Diagram for the data in the separate handout.
6.CauseandEffect
Diagrams(Ishikawa)
usingbrainstorming
A method to help identification of the
root causes of an effect (usually a
problem).
 cause and effect
What is Brainstorming?
A way to get creative ideas.

A way to get everyones views.

A way to generate alternatives.

 cause and effect

Potential Uses (Brainstorming)

For identifying areas for improvement.

For finding potential causes of problems.

For developing possible preventive

actions.
 cause and effect

Some Guidelines (Brainstorming)

Dos Don'ts
Give wild and Evaluate or criticise.
unusual ideas. Stop to soon.
Aim for quantity. Allow domination or
Build on ideas of idea ownership.
others.
Encourage
participation.
 Simple Rules for
Brainstorming
1. Works best with a group of six to twelve
members.
2. Ideas are taken from one member at a time, in
rotation.
3. Ideas are written on a flip chart or OHP
transparency.
4. If a response is not immediately forthcoming the
member should pass.
5. No idea is too obvious or stupid.
 Simple Rules for
Brainstorming
6. Ideas should not be enlarged upon at this stage.
7. The leader is there to lead the group, not to
provide ideas.
8. The process is repeated until ideas dry up.
9. The ideas are then discussed and can be criticised
but not the people that made them.
10. Eliminate the unlikely causes and identify those
with high possibilities using cause screening - put
those on a fishbone diagram.
 Ranking
Group discussion of likely causes and
ease of fixing.
Individual selection of 3-5 most likely.
Paired comparisons
 Group discussion (Ranking)
Group discusses if each possible cause is
N Not likely
S - Somewhat likely
V - Very likely
And the ease of fixing
N - Not easy
S - Somewhat easy
V - Very easy
 cause and effect
Individual Ranking
Each person privately selects 3 - 5 items from the list

Each person ranks their selection in order of priority

Allocate values of 1 most important, 2 next, 3 next,

The marks are then totalled for each item

The item having the lowest total is then judged to

have the highest priority.
 Paired Comparisons
The group preselects 6 8 most important
causes.
Each person completes a paired
comparison grid.
Scores are added using a vote matrix.
Highest score is most important
No. ITEM

1 1 1 1 1 1
2 3 4 5 6

2 2 2 2 2
3 4 5 6

3 3 3 3
4 5 6

4 4 4
5 6

5 5
6

6
ITEM TEAM MEMBER VOTES TOTAL RANK
NO.
1

6
 cause and effect
What is a Cause and Effect Diagram?
The process of a cause and effect diagram consists of
defining an effect in terms of possible causes and is
normally carried out in the form of a Brainstorming
session.

The principal causes are typically Man, Materials,

Methods or Machines. However you can also use
Environment, Marketing, Management, Money etc.
depending upon the exact situation.
 Cause and Effect Analysis
sub-causes can then be added

Finally, the most likely causes are then

identified for further investigation.

These relationships are displayed

pictorially in the form of a fishbone
structure.
 cause and
effect
Layout:
Man Method

Sub-Cause Sub-Cause
Sub-Cause
Effect
Sub-Cause Sub-Cause
Sub-Cause

Materials Machines
 Using Three Cause and Effect
Diagrams
1. Present situation

2. Desired final situation

3. How to get from the present to the
desired.
6.ScatterDiagrams

A method for the identification of a

possible relationship between
two factors.
 Scatter diagrams

What is it used for?

Validating "hunches" about a possible
cause-and-effect relationship between two
variables.

Displaying the direction of the possible

relationship (positive, negative, etc.)

Displaying the strength of the possible

relationship
 Scatter diagrams

Constructing scatter diagram

In order to construct a scatter diagram you need two
variables to be plotted against each other. One on
the x-axis the other on the y-axis.
Different values of variable b are then plotted
against variable a.
Variable b

Variable a
 Scatter diagrams

Constructing scatter diagram

This process is continued, plotting different values
as one variable changes.

Variable b

Variable a
 Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Strong Positive
correlation between the variables.

Variable b

Variable a
 Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Strong Negative
correlation between the variables.

Variable b

Variable a
 Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Weak Positive
correlation.

Variable b

Variable a
 Scatter diagrams

Interpreting a scatter diagram

The diagram below shows a Weak Negative
correlation.

Variable b

Variable a
 Scatter diagrams

Interpreting a scatter diagram

The diagram below shows no correlation between
the variables.

Variable b

Variable a
 NOTE
It is an important note that any positive or
negative correlation does not mean that
there is a cause and effect relationship
between the variables.

Only that there might be!

 7.ControlCharts
A method for monitoring a process for preventing defects.

Covered in a separate session by Esteban Fernandez

 Problem Solving
Steps
Define Problem
Collect Data
Display Data
Analyse results
Consider possible causes
Identify possible solutions
Experiment
Implement and follow up
Problem Problem
Identification Analysis

Flow chart Cause and Histogram

effect

Check sheet Pareto

Scatter
SPC Diagram

Brainstorming
 Problem Solving methods
5 Why

Global 8D

TRIZ
 What is 5 Why
5 Whys is a problem solving technique
that allows you to get at the root cause of a
problem fairly quickly.

It is used by automotive industry in Japan

to determine the root cause of problems.
Most problems do not call for complex
statistical analysis but instead require
painstaking, detailed problem solving
This requires a level of detailed thinking
and analysis that is all too absent from
most companies in day to day activity
Yuichi Okamoto
Toyota technical Centre
 What is 5 Why?
The 5 Why technique is a very simple
method of getting to the root of a
problem

When a problem occurs, we

ask.WHY?until the root cause is
found. Five times is usually enough to
get to the root of the problem!
 Advantages
If the correct Why questions are asked in
succession to the correct people he or she
will find at least one root cause of the
problem.
It only takes short time to perform i.e. 5 to 10
mins
There are no special tools or software
required.
It can make people have a new way of
thinking out problems.
 Disadvantages

It usually only leads to one of the root

causes so need to repeat the process

Sometimes you need to go through process

several times to find all the causes which
can require some skill from the question
maker.

It does not always point you in the direction

of generic causes e.g. training issues.
 Heres How It Works!!!
PROBLEM: Man is late for work
WHY?

Because his car stopped

WHY?

Because it ran out of petrol

WHY?

Because he did not buy any on the way to work

WHY?

Because he had no money

WHY?

Because he lost it all in a game of poker

Solution: Stop playing poker!!!!

 Global 8D
D0 Prepare
D1 Use the team approach
D2 Describe the problem
D3 Implement and verify interim containment
action
D4 Identify and Verify root causes
D5 Choose and Verify corrective action
D6 Implement Corrective Action
D7 Prevent recurrence close the loop
D8 Recognition