Module – 3

Quality Control and

Improvement Tools
 INTRODUCTION

improvement. But statistical

quality control can quickly get complex

• Engineers have discovered that most quality control problems

can be solved by following a few key fundamentals.
These fundamentals are called the seven basic tools
of quality.
• These basic quality tools easily manage the quality
(QMS) of your product or process, no matter what industry you serve.
 INTRODUCTION
• A Quality Management System (QMS) is a systematic
process for achieving quality objectives for every
organization. QMS has organizational goals,
processes, and policies which continuously focus on
meeting customer requirements and improving their
satisfaction.
• Quality Management ensures the quality of products and services. It is
most crucial for all business and organization as if the customer has
received the quality product then you are meeting their expectation
which leads to customer loyalty.
• With this, there are chances for the customer to feel that they are
receiving quality products which constantly keeps improved in the new
and ever-changing technology era.
Quality Management System has the
following objectives:
• Improving internal processes
• Lower cost
• Reusability
• Optimum utilization of resources
• Helps in achieving organization goal.
• Data management
• Continuously improved customer satisfaction
7 Management Tools For Quality Control
 7QC Management Tools—FLOW CHART
We all are familiar with “Flowchart” since our school or college days. A
flowchart is a diagram which represents a workflow process, algorithm, or
a step by step process connected by arrows in different directions.
• These flowcharts are used for the representation of organizational
structures, Login System, document work process flow, billing
transaction flow etc.
• Flowchart allows identifying the actual flow of events in a system. It is
the step of the process that will provide information or picture of what
the process looks like and throw some light on the quality issues.
Flowchart helps in identifying where exactly the quality issue is in the
process.
Here, every step is an action and result of it produces an output which is
again used as an input to the next step.
• Given below is an Example of sample login process into a system or
application, where only if both the username and password are correct, it
goes to the next flow or else it will display an error message and ask the user
to enter valid credentials.
 7QC Management Tools—CHECK SHEET
The Check sheet is used to collect data and information in an easy format. It
increases accuracy in the data collection process with easy method and format.
It significantly reduces efforts for data collection as well. This data
collection is based on actual facts and figures rather than any
imaginary numbers and item.
• This data collection methodology produces some sort of output and this
output is in a different data format that is always easy for analysis.
• The Check Sheet is typically a list of questions or
problems, in a document or spreadsheet. Check sheet
helps the organization to identify the problems that
prevent to deliver a quality product. This list of problems or
question needs to be resolved.
The Check sheet is used during the review process, before
production validation or in any other project management activity. It is used to
ensure that the necessary pre-requisite has been completed and all the
required steps have been carried out before committing to the business user
about the document or deliverable.
• The check sheet is updated by recording “marks” or “checks” on it.
In the below Example, the Human Resource Department tracks the number
of questions raised on each day under different categories.
• Thus the below table shows the total number of questions raised in the
Human Department by different category like Health Insurance, Sick Time,
Paid Time off etc. It also provides information on the total number of
questions raised on each day in a week.
CHECK SHEET EXAMPLE
 7QC Management Tools—CAUSE-EFFECT DIAGRAM
Cause-Effect is also known as Fish-bone diagram as the shape
is somewhat similar to the side view of a fish skeleton. During problem-solving,
everyone in the team has a different opinion about the root cause of the issue
or problem.
• Fish-bone diagram captures all causes, ideas and uses brainstorming method
to identify the strongest root cause. Cause-Effect diagram records causes of
specific problems or issues related to the processor system. You will get many
different causes for a specific problem.
• To start with the fishbone, you need to state your problem as a question,
that too in terms of “why”. This will help in brainstorming as each question
should have an answer. In the end, the entire team should agree on the
problem statement and then place this question at the “head” of the fish-
bone.
The rest of the fishbone then consists of one line that is drawn horizontally
across the page attaching the problem statement at the head and a vertical line
drawn as branches or bone. These branches cover different categories as
mentioned below: People Process Material Equipment
Procedure Policies
 7QC Management Tools—PARETO CHART
A Pareto Chart is a Bar graph as well as a Line graph that
graphically summarizes the group of data. The data may be
related to cost, time, defects etc. Here, bars in a graph represent the values in
descending order i.e. the longest bar at the left side and the shortest bar is on
the right side and the cumulative total is represented by Lines.
• The left vertical line or axis represents the frequency of occurrences; this
occurrence may be related to cost, defects or any other unit of measure. The
right vertical axis represents the cumulative percentage of the total number
of occurrences.
• To construct a Pareto Chart, a different range of data is divided into groups
and called a segment or categories. Consider the below sample Pareto Chart
that is drawn for credit card application.
Assume that the credit card application has been delayed and you want
to investigate the process associated with it and identify the root cause of the
delay.
• To draw the Pareto Chart, you need to categorize a group of data as shown
below:
• No signature
• Address not updated.
• Non-legible handwriting.
• Already a registered customer.
• Any other reason
Based on the frequency and occurrences, the Pareto Chart that is constructed
will provide information related to what is the largest concern area for our
business.
• In our Example, “No Signature” is a category that is highly occurred and if you
focus on resolving this issue, you will improve your process significantly. It is
known as the “Pareto principle” and is also known as “80:20 rule”. It means
80% of the defects found are due to 20% of the modules in the application.
• In the above graph, most of the problem is caused as there was no signature
present on the application. Thus, if the project team spends effort on this
20% of the modules then you will significantly get quality improvement in
the system.
 7QC Management Tools—CONTROL CHART
Control charts that are also known as Statistical Process Control are used to
determine if the business processes are in a state of control. The Control Chart
is a graph that shows how the process changes over time.
• If the analysis of the control chart indicates that the processes are stable and
there is a little variation and is under control, then there are no changes
required for the process control parameter.
• If the processes are not under control, then control chart helps to determine
the sources of variation. It means that corrective action is necessary for the
process control parameter.
7 Management Tools-CONTROL CHART

•
 7 Management Tools For Quality Control-Histogram
A histogram is a graphical representation in a bar chart that shows pattern falls
within different conditions. It is a distribution of numerical data and it provides
necessary information about shape and dispersion or spread of a set of sample
data.
• The numerical information can be of any type such as marks received during
the exam, the number of new employees joined within a particular month,
the number of complaints received per category etc. The Histogram shows
the intensity of a particular problem and displays data in a visual format.
• In order to construct Histogram, it is necessary to divide the range of values
into specific intervals such as an interval of 5, 10, 15 etc. Such interval is
called as “bin” and these bins are consecutive, adjacent. The size of each
interval is equal and these intervals are not overlapping with each other.
Now, count how many values, points etc., fall within each interval and plot a
bar chart accordingly.
• In the below sample Histogram, horizontal X-axis represents “points”
obtained by the students in a class and Y-axis represents the “number of
students”. The points or marks received by the students are divided into an
equal interval of 10 points and are obtained at a total of 10 intervals on the
graph.
• The histogram is created based on the marks of each student that fall within
different intervals as shown in the below graph.
• Histogram represents continuous and adjacent data and of equal intervals.
There is no gap between the two bars in a graph, whereas, in bar charts,
there is a gap between the two bars.
In quality terms, the histogram is used to identify the cause of a problem in the
system and effective graphical representation in numerical format to the
stakeholders. Such graphical representation can be easily understandable by
the project management team and any third party team which is not actually
involved in the project.
• The histogram is used to demonstrate that the quality is improving as the
graph shows the actual numerical .
Histogram
 7 Management Tools For Quality Control-Scatter
Diagram
Scatter Diagram is a graphical representation which shows the relation between
two variables. It is a quality management tool, in which data is represented
as a point and each point plotted on the graph indicates the value on the
horizontal and vertical axis.
• Out of these two variables, one variable is independent and the second
variable is dependent on the first variable. It is also known as a “Scatter Plot”
or “Scatter Graph”.
• Scatter Diagram helps to identify the cause and effect in the system and the
variable usually represents all possible cause and effect. Scatter Diagram is
also used to identify the correlation between these two variables.
If the variables are correlated, then the points will fall along a line or small
curve. Correlation may be positive which means, the points are plotted as a
rising, it may be negative i.e. the points are falling or there may be no
correlation between those points or variables.
Scatter Diagram
 Affinity Diagram
• Affinity Diagram is a tool for organizing ideas generated during
a brainstorming session into groups by similarity. It organizes ideas into categories
so that they're easier to understand.
• The term Affinity diagram was proposed by Kawakata Jiro in the 1960s, and
because of it, this tool is sometimes called the KJ method.
• Affinity diagrams are one of the Seven Management and Planning Tools. The idea
behind it is to help people understand their thoughts better by organizing them
into groups based on similarity. This process aims to find patterns in thinking so
you can begin to see how different ideas relate to each other.
Here are some of the examples where affinity diagrams are helpful:
• Brainstorming - They help you look at the bigger picture of the problem more clearly
and develop new solutions.
• Group Problem Solving - They help you get a broader perspective on your issue and
identify commonalities among your team members' ideas.
• Team Building - They help you build stronger relationships with your teammates.
• Organizing / Deciding - Affinity diagrams help you decide what projects/goals should
be pursued.
• Solving Problems - They help you think about why specific problems exist.
Affinity Diagram
 Tree Diagram
• A Tree diagram is an analytical and planning tool used to break down problems
progressively into greater detail by partitioning bigger problems into smaller ones.
It is also called a hierarchy diagram, systematic diagram, and analytical tree.
• It is one of the seven management tools. These tools are used for planning and
managing operations effectively. The basic purpose of the 7M tools is to guide
managers in planning, analysis, and decision-making.
• A Tree diagram helps you break down big concepts into progressively greater detail.
The idea here is to systematically break down a concept into its constituent pieces.
Tree Diagram
Tree Diagram
 Tree Diagram
How to create a Tree Diagram
• Determine the goal statement of the project or problem. Place the goal on the top or left
side of the diagram based on a vertical tree or horizontal tree.
• Identify key tasks and subtasks to be accomplished to achieve the project goal.
• Brainstorm all possible answers for each task and subtask. The diagram is to progress from
generic to more specific.
• Verify all the items and identify any additional tasks that need to be included in the tree to
achieve the goal.
• Continue the exercise till you reach the fundamental elements. In other words, continue
until all possible options are exhausted.
Tree Diagram
 PROCESS DECISION PROGRAM CHART
• The process decision program chart (PDPC) is defined as a new management planning
tool that systematically identifies what might go wrong in a plan under development.
• Countermeasures are developed to prevent or offset those problems. By using PDPC, you
can either revise the plan to avoid the problems or be ready with the best response when
a problem occurs.

WHEN TO USE A PDPC

 Before implementing a plan, especially when the plan is large and complex
 When the plan must be completed on schedule
 When the price of failure is high
PROCESS DECISION PROGRAM CHART
PROCESS DECISION PROGRAM CHART
 PROCESS DECISION PROGRAM CHART
Step 3: Cross off issues that are unlikely to happen.
 PROCESS DECISION PROGRAM CHART
Step 4: Identify countermeasures for the likeliest issues
 ARROW DIAGRAMS
• Arrow diagrams are used to evaluate and review projects and their planning. They are a
development of the familiar Gantt chart (see lower right) but are more flexible. Arrow
diagrams and their extensions can show a greater amount of detail in terms of the order
that tasks should be completed, the best schedule for the complete project and reveal any
potential schedule or resource issues.
• Extensions to the basic concept of the arrow diagram have led to development of
techniques such as PERT (Program Evaluation Review Technique) and CPM (Critical Path
Method), both of which add additional information (and also complexity) but give more
information for project managers.
 ARROW DIAGRAMS
The basic arrow diagram shows:
• How the individual tasks in a program are related, i.e., their dependencies. This promotes
an understanding amongst a team of the importance of their particular task.
• The possibility of potential problems with timings and resources
• The possibility of potential program improvements through resource additions or program
changes.
• The best schedule for the project, i.e., the critical path.
• The effect of task delays on the overall project schedule.
ARROW DIAGRAMS
 Concept of Zero Defect in Quality Management
Zero Defects is a quality management term that means deliverables contain no defects or faults.
It was coined by Mr. Philip Crosby and emerged as a popular and highly-regarded concept in
quality management. Zero Defects doesn't necessarily mean perfection but a state where
companies identify the high cost of defects and follow a continuous improvement process to
make the defect count as low as possible.
The motive of every company is to deliver its product with utmost quality. It is challenging but
achievable with a proper Quality Management strategy. The zero-defect concept, from the name
suggests that the product is flawless with zero imperfections. The zero-defect concept helps the
organization achieve a whole new level with an exponential increase of customers and boosts the
employee's confidence to cater to their fullest to the product.
Thank You