The Quality Toolbox

Nancy Tague

Description

The Quality Toolbox is a comprehensive reference to a variety of methods and techniques: those most commonly used for quality improvement, many less commonly used, and some created by the author and not available elsewhere. The reader will find the widely used seven basic quality control tools (for example, fishbone diagram, and Pareto chart) as well as the newer management and planning tools. Tools are included for generating and organizing ideas, evaluating ideas, analyzing processes, determining root causes, planning, and basic data-handling and statistics.
The book is written and organized to be as simple as possible to use so that anyone can find and learn new tools without a teacher. Above all, this is an instruction book. The reader can learn new tools or, for familiar tools, discover new variations or applications. It also is a reference book, organized so that a half-remembered tool can be found and reviewed easily, and the right tool to solve a particular problem or achieve a specific goal can be quickly identified. With this book close at hand, a quality improvement team becomes capable of more efficient and effective work with less assistance from a trained quality consultant. Quality and training professionals also will find it a handy reference and quick way to expand their repertoire of tools, techniques, applications, and tricks.
For this second edition, Tague added 34 tools and 18 variations. The "Quality Improvement Stories" chapter has been expanded to include detailed case studies from three Baldrige Award winners. An entirely new chapter, "Mega-Tools: Quality Management Systems," puts the tools into two contexts: the historical evolution of quality improvement and the quality management systems within which the tools are used.
This edition liberally uses icons with each tool description to reinforce for the reader what kind of tool it is and where it is used within the improvement process.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Efficacité professionnelle
• Efficacité
• Economics
• Employabilité, métiers et formations
• Skills

Informations

• Publié par: ASQ Quality Press
• Date de parution: 14 juillet 2004
• Nombre de lectures: 0
• EAN13: 9781953079008
• Langue: English
• Poids de l'ouvrage: 2 Mo

Extrait

The Quality Toolbox
Second Edition
Nancy R. Tague
ASQ Quality Press Milwaukee, Wisconsin
American Society for Quality, Quality Press, Milwaukee 53203 © 2005 by ASQ All rights reserved. Published 2005 Printed in the United States of America
12 11 10 09 08 07 06 05 5 4 3 2 1
Library of Congress Cataloging-in-Publication Data
Tague, Nancy R., 1955— The quality toolbox / Nancy R. Tague.—2nd ed. p. cm. Includes bibliographical references and index. ISBN 0-87389-639-4 1. Group problem solving. 2. Self-directed work teams. I. Title.
HD30.28.T33 2004 658.4'036—dc22 2004029947
ISBN 0-87389-639-4
No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Randall Benson
ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.
Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005.
To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946. Visit our Web site at www.asq.org or http://asq.org/quality-press
Table of Contents
List of Tables and Figures
Preface to the First Edition
Preface to the Second Edition
Acknowledgments
Chapter 1 How to Use This Book
The Tool Matrix
The Tools
Generic Tools
Chapter 2 Mega-Tools: Quality Management Systems
The Evolution Of Quality
Total Quality Management
Quality Function Deployment
ISO 9000
Malcolm Baldrige National Quality Award
Benchmarking
Six Sigma
Lean Manufacturing
Combining Mega-Tools
Chapter 3 The Quality Improvement Process
The Benefits of an Improvement Process
A Generic Quality Improvement Process
The Ten-Step Quality Improvement Process
Tools for Team Effectiveness
Guidance Questions Checklist
Chapter 4 Quality Improvement Stories
Medrad, Inc.: Freight Processing Team
Pearl River School District
St. Luke’s Hospital: Charging Standards
ZZ-400 Manufacturing Unit
Other Improvement Stories
Chapter 5 The Tools
ACORN test
Affinity Diagram
    Thematic Analysis
Arrow Diagram
    (PERT) Chart
Balanced Scorecard
Benchmarking
Benefits and Barriers Exercise
Box Plot
Brainstorming
     Round-Robin Brainstorming
     Wildest Idea Brainstorming
     Double Reversal
     Starbursting
     Charette Procedure
Brainwriting
     6–3–5 Method
     Crawford Slip Method
     Pin Cards Technique
     Gallery Method
Cause-and-Effect Matrix
Checklist
Check Sheet
     Defect Concentration Diagram
Contingency Diagram
Contingency Table
Continuum of Team Goals
Control Chart
     Variable Control Charts: X̄ and R Chart
     X̄ and s Chart
     Chart of Individuals
     Moving Average–Moving Range Chart
     Target Chart
     Attribute Control Charts
     p chart
     np chart
     c chart
     u chart
     Short Run Chart
     Group Chart
     Other Control Charts
Correlation Analysis
Cost-of-Poor-Quality Analysis
Criteria Filtering
     Battelle method
Critical-to-Quality Analysis
Critical-to-Quality Tree
Cycle Time Chart
Decision Matrix
Decision Tree
Design of Experiments
Effective–Achievable Chart
Failure Modes and Effects Analysis (FMEA)
Fault Tree Analysis
Fishbone Diagram
     Cause Enumeration Diagram
     Process Fishbone
     Time-Delay Fishbone
     CEDAC
     Desired-Result Fishbone
     Reverse Fishbone Diagram
5W2H
Flowchart
     Macro Flowchart
     Top-Down Flowchart
     Detailed Flowchart
     Deployment Flowchart
     Several-Leveled Flowchart
Force Field Analysis
Gantt Chart
Graph
     Bar Chart
     Dot Chart
     Pie Chart
     Line Graph
     High–Low Graph
Histogram and Other Frequency Distributions
     Polygon Chart
     Stem-and-Leaf Display
     Point Graph
     Percentile Graph
     Cumulative Distribution Function (CDF) Graph
     Cumulative Polygon Graph
House of Quality
Hypothesis Testing
Importance–Performance Analysis
Is–Is Not Matrix
List Reduction
Matrix Diagram
Meeting Evaluation
Mind Map
Mistake-Proofing
Multi-Vari Chart
Multivoting
     Sticking Dots
     Weighted Voting
     Multiple Picking-Out Method (MPM)
Nominal Group Technique (NGT)
Normal Probability Plot
     Probability Plot
     Quantile–Quantile Plot
Operational Definition
Paired Comparison
     Forced Choice
     Numerical Prioritization
Pareto Chart
     Weighted Pareto Chart
     Comparative Pareto Charts
Performance Index
PGCV index
Plan–Do–Study–Act Cycle
     Standardize–Do–Study–Adjust Cycle
Plan–Results Chart
PMI
Potential Problem Analysis
Presentation
Prioritization Matrix
     Analytical Criteria Method
     Consensus Criteria Method
     Combination ID/Matrix Method
Process Capability Study
Process Decision Program Chart
Project Charter
Project Charter Checklist
Radar Chart
Regression Analysis
Relations Diagram
     Matrix Relations Diagram
Repeatability and Reproducibility Study
Requirements Table
Requirements-and Measures Tree
Run Chart
Sampling
Scatter Diagram
SIPOC Diagram
Stakeholder Analysis
Storyboard
Stratification
Survey
     Questionnaire
     E-Survey
     Telephone Interview
     Face-to-Face Interview
     Focus Group
Table
Tree Diagram
Two-Dimensional Chart
Value-Added Analysis
Voice of the Customer Table
Why–Why Diagram
Wordsmithing
Work-Flow Diagram
Appendix
Table A.1: Table of Area Under the Normal Curve
Table A.2: Control Chart Constants
Resources
For my parents
who taught me the most important lessons about quality and who have always believed in me
List of Tables and Figures

Figure 1.1 Expand-focus sequence
Table 1.1 Tool Matrix
Figure 2.1 Kano model
Figure 2.2 Baldrige Award categories
Figure 2.3 Z chart
Figure 2.4 "3σ" process
Figure 2.5 "6σ" process
Figure 3.1 Ten-step quality improvement process
Figure 3.2 Ten-step quality improvement process flowchart
Figure 4.1 Medrad: balanced scorecard
Figure 4.2 Medrad: project charter
Figure 4.3 Medrad: project objectives matrix
Figure 4.4 Medrad: SIPOC diagram
Figure 4.5 Medrad: as-is process map
Figure 4.6 Medrad: project metrics table
Figure 4.7 Medrad: p-chart
Figure 4.8 Medrad: decision matrix
Figure 4.9 Medrad: as-is and to-be process maps
Figure 4.10 Medrad: corrective action tracking table
Figure 4.11 Pearl River: tree diagram
Figure 4.12 Pearl River: PDSA approach
Figure 4.13 Pearl River: performance evaluation process
Figure 4.14 Pearl River: analysis process
Figure 4.15 St. Luke’s: balanced scorecard
Figure 4.16 St. Luke’s: L-shaped matrix
Figure 4.17 St. Luke’s: table
Figure 4.18 St. Luke’s: detailed flowchart
Figure 4.19 St. Luke’s: fishbone diagram
Figure 4.20 St. Luke’s: to-be detailed flowchart
Figure 4.21 St. Luke’s: Gantt chart
Figure 4.22 St. Luke’s: policy document
Figure 4.23 St. Luke’s: roles document
Figure 4.24 St. Luke’s: checklist
Figure 4.25 St. Luke’s: line graph
Figure 4.26 St. Luke’s: bar graph
Figure 4.27 ZZ-400: top-down flowchart
Figure 4.28 ZZ-400: L-shaped matrix
Figure 4.29 ZZ-400: X̄ and R chart
Figure 4.30 ZZ-400: brainstorming
Figure 4.31 ZZ-400: affinity diagram
Figure 4.32 ZZ-400: performance index
Figure 4.33 ZZ-400: scatter diagram
Figure 4.34 ZZ-400: stratified scatter diagram
Figure 4.35 ZZ-400: regression analysis
Figure 4.36 ZZ-400: fishbone diagram
Figure 4.37 ZZ-400: is-is not diagram
Figure 4.38 ZZ-400: storyboard
Figure 5.1 Brainstorming for affinity diagram example
Figure 5.2 Affinity diagram example
Figure 5.3 Dummy separating simultaneous tasks
Figure 5.4 Dummy keeping sequence correct
Figure 5.5 Using an extra event
Figure 5.6 Arrow diagram time box
Figure 5.7 Remembering slack calculations
Figure 5.8 Arrow diagram example
Table 5.1 PERT example
Figure 5.9 Balanced scorecard example
Figure 5.10 Project objectives support balanced scorecard goals
Figure 5.11 Data for box plot example
Figure 5.12 Box plot example
Figure 5.13 Cause-and-effect matrix example
Figure 5.14 Check sheet example
Figure 5.15 Defect concentration diagram example
Figure 5.16 Contingency diagram example
Figure 5.17 Contingency table example
Figure 5.18 2 × 2 contingency table example
Figure 5.19 Continuum of team goals
Figure 5.20 When to use the basic control charts
Figure 5.21 Out-of-control signals
Figure 5.22 X̄ and R chart or moving averagemoving range chart worksheet
Figure 5.23 X̄ and R chart or moving averagemoving range chart
Figure 5.24 Histogram of X̄ and R chart example
Figure 5.25 X̄ and R chart example
Figure 5.26 X̄ and R chart example worksheet
Figure 5.27 Chart of individuals worksheet
Figure 5.28 Chart of individuals
Figure 5.29 Chart of individuals example
Table 5.2 MAMR chart example calculation
Figure 5.30 Target chart example
Figure 5.31 Attribute chart
Figure 5.32 p chart worksheet
Figure 5.33 p chart example
Figure 5.34 np chart worksheet
Figure 5.35 c chart worksheet
Figure 5.36 u chart worksheet
Figure 5.37 Short run X̄ and s chart example
Figure 5.38 Group X̄ and R chart example
Figure 5.39 Strong positive linear correlation
Figure 5.40 Weak negative linear correlation
Figure 5.41 No correlation
Figure 5.42 Nonlinear correlation