Quality Improvement Problem Solving解决质量问题.pptVIP

Quality Improvement: Problem Solving Agenda Review Homework Problems: Ch 2: 3, 7, 12 Lecture/discussion Chapter 3: Problem Solving PDSA Deming Text-10 Point Method Florida Power and Light Xerox HP Week 6 Assignment Homework Problems Ch 3: 2, 4 Desksides: 7 QC Tools Flow chart Pareto chart Histogram Cause and Effect Diagram Check sheet Scatter diagram Control chart Management tools Why-why Force field analysis Brainstorming* Week 5 Quality Improvement: Problem Solving Quality Improvement:  Problem Solving Chapter Three Quality Improvement: Problem Solving What is QCProblem Solving? “Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the quality-improvement process”. Not hit or miss, but objective and systematic Not directed at symptoms, but rather at root causes Quality Improvement: Problem Solving Problem Solving Process Follow Up Idea Generation Symptom Recognition Fact Finding Problem Identification Solution Development Plan Implementation Quality Improvement: Problem Solving All Managers Need Problem Solving Skills 80% of problems are external to QC organizations Quality problems transcend individual functions Companies need multi-discipline problem solving approach Management involvement and commitment is crucial Source: Feigenbaum, Total Quality Control, 1991, p. 151. Quality Improvement: Problem Solving Problem Solving Skills for Managers Understand and utilize a systematic problem solving process Ask the right questions Present information clearly and unambiguously Make judgments based on information PDSA Cycle Seven QC Tools Quality Improvement: Problem Solving 10 Problem Solving Steps PLAN DO ACT STUDY PLAN DO ACT STUDY Recognize Problem Quality Improvement: Problem Solving Gap Analysis Internal or External Supplier Input Output Internal or External Customer Process A Quality Characteristics Requirements and Expectations Are there any gaps? Quality Improvement: Prob