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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