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 professionnel
• Economics
• Employabilité, métiers et formations
• Skills

Informations

• Publié par: ASQ Quality Press
• Date de parution: 14 juillet 2004
• Nombre de lectures: 0
• EAN13: 9781951058999
• Langue: English
• Poids de l'ouvrage: 2 Mo

Extrait

The Quality Toolbox

Second Edition

Also available from ASQ Quality Press:

The Quality Improvement Glossary Don Siebels

The Quality Improvement Handbook ASQ Quality Management Division and John E. Bauer, Grace L. Duffy, Russell T. Westcott, editors

Quality’s Greatest Hits: Classic Wisdom from the Leaders of Quality Zigmund Bluvband

The Executive Guide to Improvement and Change G. Dennis Beecroft, Grace L. Duffy, John W. Moran

Business Process Improvement Toolbox Bjørn Andersen

From Quality to Business Excellence: A Systems Approach to Management Charles Cobb

The Change Agents’ Handbook: A Survival Guide for Quality Improvement Champions David W. Hutton

Making Change Work: Practical Tools for Overcoming Human Resistance to Change Brien Palmer

Principles and Practices of Organizational Performance Excellence Thomas J. Cartin

Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington

The Certified Quality Manager Handbook,Second Edition Duke Okes and Russell T. Westcott, editors

To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org.

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 (soft cover, perfect bind : alk. paper) 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://qualitypress.asq.org.

Printed on acid-free paper

For my parents

who taught me the most important lessons about quality and who have always believed in me

Table of Contents

List of Figures and Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . .

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xiii xxi xxiii xxv 1 2 4 6 13 13 14 16 19 21 23 27 30 33

35 35 36 38 47 51 55 55

viii

Table of Contents

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 . . . . . . . . . . . . . . . . . . . . . . . . – XandRChart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . – Xands. . . . . . . . . . . . . . . . . . . . . . . . . . . . .Chart . Chart of Individuals . . . . . . . . . . . . . . . . . . . . . . . . . . Moving Average–Moving Range Chart . . . . . . . . . . . . . . . . Target Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Attribute Control Charts . . . . . . . . . . . . . . . . . . . . . . . . pChart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . npChart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . c. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Chart .

65 69 78 88

93 93 96 99 100 107 111 116 118 121 126 127 127 128 129 130 132 133 133 134 134 135 139 141 143 146 148 150 155 160 160 167 168 172 175 177 178 182 184

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 . . . . . . . . . . . . . . . . .

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Table of Contents

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186 189 194 196 197 199 203 205 207 211 215 219 224 225 233 236 243 247 249 249 249 250 250 250 252 255 257 258 259 264 267 268 271 274 280 283 287 289 291 292 299 300 301 302