Matrix DiagramMatrix DiagramPowerPoint Training PowerPoint Training Presentation by Billy VailPresentation by Billy Vail

Boise State UniversityBoise State University

October 9, 2001October 9, 2001

Matrix DiagramMatrix DiagramWhat Will Be CoveredWhat Will Be Covered

• What Is It?What Is It?• ExampleExample• Brainstorming ActivityBrainstorming Activity• ClassificationsClassifications• HistoryHistory• How It Can Be UsedHow It Can Be Used• Steps in Creating a Matrix Diagram SlideSteps in Creating a Matrix Diagram Slide• Real World ExampleReal World Example• OutgrowthsOutgrowths• ExerciseExercise• SummarySummary

What is Matrix Diagram?What is Matrix Diagram?

• Identifies the relationship between Identifies the relationship between pairs of listspairs of lists

• Shows the relationship between Shows the relationship between issues or ideasissues or ideas

• Helps in prioritizing resources and Helps in prioritizing resources and processesprocesses

• Useful way to organize the data Useful way to organize the data collectedcollected

What is Matrix Diagram? What is Matrix Diagram? Cont.Cont.

• Help to facilitate the improvement Help to facilitate the improvement processprocess

• Brainstorming toolBrainstorming tool• Can be shown in two, three, or four Can be shown in two, three, or four

dimensionsdimensions• Simple to useSimple to use

• Used in creating an action plan for Used in creating an action plan for firmsfirms

• One of the three sets of TQM basic One of the three sets of TQM basic toolstools

• One of the seven new tools of One of the seven new tools of managementmanagement

What is Matrix Diagram? What is Matrix Diagram? cont.cont.

Matrix Diagram ExampleMatrix Diagram Example

a b c d e f g h12345678

Matrix Diagram Matrix Diagram Brainstorming ActivityBrainstorming Activity

• Think of a time where you were Think of a time where you were overwhelmed with homework, tests, and overwhelmed with homework, tests, and papers to write (This shouldn’t be hard to papers to write (This shouldn’t be hard to do!)do!)

• Write down each of these tasks verticallyWrite down each of these tasks vertically• Write down the different satisfaction Write down the different satisfaction

levels possible horizontally levels possible horizontally • Next rank each task from 0 to 3 in order Next rank each task from 0 to 3 in order

of strength of relationship. 3 being the of strength of relationship. 3 being the strongeststrongest

Matrix diagram Matrix diagram classificationsclassifications

• Each classification is based on Each classification is based on the matrix diagram’s patternsthe matrix diagram’s patterns

• Five separate groupsFive separate groups– the L type matrix the L type matrix – the T type matrixthe T type matrix– the Y type matrix the Y type matrix – the X type matrix the X type matrix

History of Matrix DiagramHistory of Matrix Diagram

• In Japan, matrix diagram was part of the In Japan, matrix diagram was part of the second wave of quality improvement second wave of quality improvement that arrived in 1979 that arrived in 1979

• One of the seven new tools of One of the seven new tools of managementmanagement

• Identified in 1988 book, Identified in 1988 book, Management for Management for Quality ImprovementQuality Improvement by Shigeru Mizuno by Shigeru Mizuno

• Introduced to the US from Japan in Introduced to the US from Japan in the early 1980sthe early 1980s

• Increasing use in the USIncreasing use in the US• Matrix Diagram is one of the lesser Matrix Diagram is one of the lesser

used toolsused tools• Society for Quality Control Society for Quality Control

Technique DevelopmentTechnique Development

History of Matrix Diagram History of Matrix Diagram cont.cont.

Matrix Diagram: How it Matrix Diagram: How it can be used!can be used!

Any kind of company Any kind of company • List key processes vertically List key processes vertically • List factors critical to its success horizontallyList factors critical to its success horizontally• Impact of each process on each of the critical Impact of each process on each of the critical

items is rated in the matrix as zero, 1, 2 or 3items is rated in the matrix as zero, 1, 2 or 3• A zero score means the process has no relation A zero score means the process has no relation

to the critical itemto the critical item• A 3 score means the process is essential to the A 3 score means the process is essential to the

critical itemcritical item

• ““Total impact” column is the total impact of Total impact” column is the total impact of each process on the critical processeach process on the critical process

• ““Gap score” column is for each key process Gap score” column is for each key process determined by the scatter diagramdetermined by the scatter diagram

• ““Weighted gap” column is the the total Weighted gap” column is the the total impact multiplied by the gap scoreimpact multiplied by the gap score

• The company can rank its improvement The company can rank its improvement processes in order of priorityprocesses in order of priority

Matrix Diagram: How it Matrix Diagram: How it can be used! cont.can be used! cont.

Steps in Creating a Matrix Steps in Creating a Matrix DiagramDiagram

1.1. Select factorsSelect factors

2.2. Select type of matrix Select type of matrix

3.3. Select the symbols for Select the symbols for relationshipsrelationships

4.4. Fill in the matrixFill in the matrix

5.5. Analyze and make conclusionsAnalyze and make conclusions

Matrix Diagram: A Real Matrix Diagram: A Real World ExampleWorld Example

Health Care ProvidersHealth Care Providers• PurposePurpose• What can it be used for?What can it be used for?• The vertical axis The vertical axis • The horizontal axisThe horizontal axis• ScoresScores

Outgrowths of Matrix Outgrowths of Matrix DiagramsDiagrams

• Quality Function Deployment (QFD)Quality Function Deployment (QFD)• Prioritization MatrixPrioritization Matrix• Service Quality System (SQS)Service Quality System (SQS)• TopDown Flowcharter 4.0©TopDown Flowcharter 4.0©

Matrix Diagram ExerciseMatrix Diagram Exercise

A restaurant manager wants A restaurant manager wants to improve customer’s to improve customer’s dining experience!dining experience!

• How can you use a matrix diagram How can you use a matrix diagram for this?for this?

• What are the factors?What are the factors?• What are the options?What are the options?• What type of matrix would you What type of matrix would you

use?use?

Matrix Diagram Exercise Matrix Diagram Exercise cont.cont.

How would you fill in the matrix?How would you fill in the matrix?

Matrix Diagram Exercise Matrix Diagram Exercise cont.cont.

FACTORS TOTALFoodStaff

Atmosphere

OPTIONS

Impro

ve Q

ualit

y

of F

ood

Impro

ve Q

ualit

y

of S

erv

ice

Incre

ase B

udget

for

Decora

tions

Add S

taff

Decre

ase M

enu

Prices

Incre

ase M

enu

Choic

es

+ High (5)=- Low (1)

Medium (3)

Improve customer's dining experience

Matrix Diagram Exercise Matrix Diagram Exercise cont.cont.

FACTORS TOTALFood + - - 7Staff + = 8

Atmosphere - = 4

OPTIONS

Impro

ve Q

ualit

y

of F

ood

Impro

ve Q

ualit

y

of S

erv

ice

Incre

ase B

udget

for

Decora

tions

Add S

taff

Decre

ase M

enu

Prices

Incre

ase M

enu

Choic

es

+ High (5)=- Low (1)

Medium (3)

Improve customer's dining experience

Matrix Diagram SummaryMatrix Diagram Summary

• Identifies the relationship between Identifies the relationship between pairs of listpairs of list

• Helps managers prioritize Helps managers prioritize resources and processesresources and processes

• Tool that is being increasingly used Tool that is being increasingly used in the USin the US

• Five different classifications of Five different classifications of matrix diagram’s patternsmatrix diagram’s patterns

Matrix Diagram Summary Matrix Diagram Summary cont.cont.

• Roots are in JapanRoots are in Japan• Identified by Shigeru Mizuno Identified by Shigeru Mizuno • Can be used for any companyCan be used for any company• Steps in creating a matrix diagramSteps in creating a matrix diagram• Outgrowths Outgrowths

BibliographyBibliography• Ceridewen, Janice. “Using Quality’s Tools: What’s Working Well?” Ceridewen, Janice. “Using Quality’s Tools: What’s Working Well?” The The

Journal for Quality and ParticipationJournal for Quality and Participation Mar 1992: 92. Mar 1992: 92.

• Czubaj, Norman and et al. “Service quality at a social service agency.” Czubaj, Norman and et al. “Service quality at a social service agency.” Quality CongressQuality Congress 2000: 587. 2000: 587.

• Davies, Elwyn C. “Quality in design & the integration of quality Davies, Elwyn C. “Quality in design & the integration of quality systems.” systems.” Management ServicesManagement Services Apr 1999: 20-22. Apr 1999: 20-22.

• Dervitsiotis, Kostas N. “The challenge of managing organizational Dervitsiotis, Kostas N. “The challenge of managing organizational change: Exploring the relationship of re-engineering, developing change: Exploring the relationship of re-engineering, developing learning organizations and total quality management.” learning organizations and total quality management.” Total Quality Total Quality ManagementManagement Feb 1998: 109-122.Feb 1998: 109-122.

• Duarte, James E. “Policy deployment.” Duarte, James E. “Policy deployment.” CMACMA May 1993: 13. May 1993: 13.

Bibliography cont.Bibliography cont.• Foster, Thomas S. Foster, Thomas S. Managing Quality, An Integrative ApproachManaging Quality, An Integrative Approach. New . New

Jersey: Prentice Hall, 2001.Jersey: Prentice Hall, 2001.

• Heck, Mike. “TopDown beats most drawing packages in documenting Heck, Mike. “TopDown beats most drawing packages in documenting complicated processes.” complicated processes.” InfoWorldInfoWorld Jul 18, 1994: 97. Jul 18, 1994: 97.

• Lengnick-Hall, Cynthia A. “The patient as the pivot point for quality in Lengnick-Hall, Cynthia A. “The patient as the pivot point for quality in health care de.” health care de.” Hospital & Health Services AdministrationHospital & Health Services Administration Spring Spring 1995: 25.1995: 25.

• Sandras, William A Jr. “Visions happen when you make them actionable Sandras, William A Jr. “Visions happen when you make them actionable with total quality control 2.” with total quality control 2.” Hospital Materiel Management QuarterlyHospital Materiel Management Quarterly Nov 1996: 32-40.Nov 1996: 32-40.

• Senge, Peter. “It’s the learning: The real lesson of the quality Senge, Peter. “It’s the learning: The real lesson of the quality movement.” movement.” The Journal for Quality and ParticipationThe Journal for Quality and Participation Nov/Dec 1999: Nov/Dec 1999: 34-40.34-40.