Seven Quality Control ToolsDocumenting the ProcessProcess ChartsProcess ChartsBAR CHART/Pareto - ExampleExamplePareto Chart for a RestaurantFishbone -ExampleExampleControl ChartsSeven Quality Control Tools1.Pareto analysis2.Flowcharts3.Check sheets4.Histograms5.Scatter diagrams6.Control charts7.Fishbone diagramDocumenting the Process•Process Charts - An organized way to document all the activities performed by a person or group•Activities are typically organized into five categories–Operation, –Transportation, –Inspection, –Delay, –Storage, Copyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04 - 2Step No.Time (min)Distance (ft)   Step Description1X2X3X4X5X6X7X8X9X10X11X12X13X14X15X16X17X18X19X0.50 15.010.000.75 40.03.000.75 40.01.001.00 60.04.005.002.00 200.03.002.00 200.03.002.001.00 60.04.002.00 180.04.001.00 20.0Sit down and fill out patient historyEnter emergency room, approach patient windowNurse escorts patient to ER triage roomNurse inspects injuryReturn to waiting roomWait for available bedGo to ER bedWait for doctorDoctor inspects injury and questions patientNurse takes patient to radiologyTechnician x-rays patientReturn to bed in ERWait for doctor to returnDoctor provides diagnosis and adviceReturn to emergency entrance areaCheck outWalk to pharmacyPick up prescriptionLeave the buildingProcess ChartsCopyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04- 3Step No.Time (min)Distance (ft)   Step Description1X2X3X4X5X6X7X8X9X10X11X12X13X14X15X16X17X18X19X0.50 15.010.000.75 40.03.000.75 40.01.001.00 60.04.005.002.00 200.03.002.00 200.03.002.001.00 60.04.002.00 180.04.001.00 20.0Sit down and fill out patient historyEnter emergency room, approach patient windowNurse escorts patient to ER triage roomNurse inspects injuryReturn to waiting roomWait for available bedGo to ER bedWait for doctorDoctor inspects injury and questions patientNurse takes patient to radiologyTechnician x-rays patientReturn to bed in ERWait for doctor to returnDoctor provides diagnosis and adviceReturn to emergency entrance areaCheck outWalk to pharmacyPick up prescriptionLeave the buildingSummaryActivityNumber of StepsTime (min)Distance (ft)Operation5 23.00Transport9 11.00 815Inspect2 8.00Delay3 8.00Store― ―Process ChartsCopyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04- 4BAR CHART/Pareto - ExampleThe manager of a neighborhood restaurant is concerned about the smaller numbers of customers patronizing his eatery. Complaints have been rising, and he would like to find out what issues to address and present the findings in a way his employees can understand.The manager surveyed his customers over several weeks and collected the following data:Complaint FrequencyDiscourteous server 12Slow service 42Cold dinner 5Cramped table 20Atmosphere 10Copyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04 - 5Example50 –45 –40 –35 –30 –25 –20 –10 –5 –0 –FailuresDiscourteous serverSlow serviceCold dinnerCramped tablesAtmosphereFailure NameBar ChartCopyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04- 6Pareto Chart for a Restaurant 100% = 69.7%(42 + 20)89– 100.0%– 80.0%– 60.0%– 40.0%– 20.0%– 0.0%45 –40 –35 –30 –25 –20 –10 –5 –0 –FailuresDiscourteous serverSlow serviceCold dinnerCramped tablesAtmosphereFailure NamePercent of TotalPareto ChartCopyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04- 7Fishbone -ExampleThe operations manager for Checker Board Airlines at Port Columbus International Airport noticed an increase in the number of delayed flight departures.Draw a Fishbone Diagram to determine the root cause of the problem of Delayed Flight Departures.Copyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04 - 8Delayed flight departuresWeatherAir traffic delaysOtherAircraft late to gateMechanical failuresEquipmentPassenger processing at gateLate cabin cleanersUnavailable cockpit crewLate cabin crewPersonnelPoor announcement of departuresWeight/balance sheet lateDelayed check-in procedureWaiting for late passengersProceduresLate baggage to aircraftLate fuelLate food serviceContractor not provided with updated scheduleMaterialsExample Copyright ©2013 Pearson Education, Inc. publishing as Prentice Hall 04- 9Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.NominalUCLLCLVariationsSample numberControl Charts(b) Run – Take action05-