tqm

TOOLS OF TQM

Abdulla Jassim Abdulla

INTRODUCTION

Data-Driven Methodology Data generated by processes

1 2 3 4 5A 21 16 27 32 43B 17 41 13 21 23C 54 25 25 23 12

0

5

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Statistical interpretation

Seasonal variations

New Technology

THE ‘SEVEN SIMPLE TOOLS’ Flowcharts Cause and Effect (Ishikawa / fishbone)

Diagrams Check sheets Pareto Charts Histograms Run Charts and Control Charts Scatter plots and Correlation Analysis

FLOWCHARTS

Remember system theory: (Input, Output, customer supplier and their interactions).

Divide complex processes into simple sub-processes.

A Qualitative tools

Patient Transport Process Example

Request made

Log & prioritize request

Dispatch transport

Take patient to X-ray

Doctor determines patient needs X-ray

Information taken & request is

logged

Required equipment is

found

Transporter arrives on ward

Ward contacts dispatcher

Request prioritized

Transport is dispatched

Patient transferred

from bed

Patient taken to X-ray

Types of Flowcharts

LAYOUT FLOWCHART

Example Staff movement

DATA FLOW DIAGRAMS

leave approval process

ISHIKAWA DIAGRAMS

Also known as Fishbone or Cause-and-Effect Diagrams

Non-quantitative tools (Qualitative) Sometimes called the 5M Diagram (Men,

Machine, Materials, Measurements and methods)

ISHIKAWA DIAGRAM

Effect

Men

Machines

Materials

Methods

Measurements

Environment

Cause-and-Effect Diagram

CHECKSHEETS

Central tool for Quality Assurance programs

Specially useful for operational procedures Could be derived from the flowchart and

fishbone diagrams

Example check sheets

Patient Transport Problem Sheet

Area: Ward 3b Period: June 1996

Type Tally Subtotal

Equipment broken IIIII 5

Patient not ready IIIII II 7

Not enough staff III 3

Patient having another exam etc. IIIII IIIII II 12