Quality Improvement: Problem Solving

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What is QC Problem Solving?

Problem solving, the isolation and analysis of a problem and the development of a permanent solution, is an integral part of the qualityimprovement process.

Not hit or miss, but objective and systematic Not directed at symptoms, but rather at root causes

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Problem Solving Process

Symptom Recognition Fact Finding Problem Identification Idea Generation Solution Development Plan Implementation
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Follow Up

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.

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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

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10 Problem Solving Steps

Recognize Problem

ACT

PLAN

STUDY

DO

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Gap Analysis
Internal or External Supplier Internal or External Customer
Requirements and Expectations

Input

Process A

Output

Quality Characteristics

Are there any gaps?

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10 Problem Solving Steps

Continuous improvement Ensure performance

ACT

Evaluate Solution

STUDY

DO
Implement Solution

Recognize Problem Form quality improvement teams Define Problem Analyze PLAN Problem Determine Possible Causes Identify Possible Solutions

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Florida Power & Lights 7 step model

Identify a problem area Identify the problems component parts Search data for root causes Identify and select countermeasures Confirm the problem responds to the correction Assure non-recurrence Decide what will be done with future problems - evaluate team effectiveness

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Xerox Problem Solving Process

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Process Analysis Method

UNDERSTAND SELECT ANALYZE

ADOPT CHECK

PLAN DO

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Why do we need the 7 QC tools?

TQM is data driven: data are impersonal; opinions are not. Experience is gained quickest by collecting and analyzing data. The 7 QC tools provide common methods of analysis to help problem solving teams operate effectively.

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PDSA and QC Tools

Brainstorming Pareto analysis

ACT
Run charts Control charts Histograms Check sheets

PLAN

Why-Why diagram

STUDY

DO

Cause and effect diagram Scatter diagrams Control charts

Scatter diagrams Pareto charts

Check sheets Run charts

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Brainstorming

Purpose - generate a list of

problems opportunities ideas

no criticism no arguing no negativism no evaluation

Success requires

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Problems for Why-Why discussion

What are the root causes?

Construct a Whywhy diagram

787s not being delivered on time Utility outages too frequent Fast food outlet profits falling

List problem statement Ask why 5 times; record responses

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