Lecture 3

Topics to be discussed

1. Seven Basic Quality Tools

3. Service Quality
4. 5S –Good house keeping practices for Quality and Productivity Improvement
Seven Basic Quality Tools
 Process
Raw
Materials
P1
P2 P3 P
P

Finished
Product
Basic seven tools of Quality Control

Scatter Diagram Cause and Effect

. Variable 1
Flow Chart Pareto Chart

Type

Control Chart Histogram

Measurement Time
Measurement

Monday Tuesday Wednesday Thursday Friday Saturday

Equipment Worker am pm am pm am pm am pm am pm am pm
ooox
Machine 1 A oox ox Ooo oxx oooo oooo oxx oooo oo o xx
xx xxx x
B oxx Oooo ooox Oooo oooo ooox ooxx oooo ooo
ooox x Oooo oox
xo ooxx Ooxx oox ox o xox
C oox ox oo oooo Oooo oo o ooΔ oo• Δ o•
Machine 2 o oox
oox ox oo ooΔΔ
D ooo ooo Oooo o o ooΔ • o oox
• xxo
Δ ox
Seven Quality Control Tools
• Pareto Analysis • Scatter Diagram
• Flow Chart • Control Chart
• Check Sheet • Cause-and-Effect Diagram
• Histogram

5
 The Seven Quality Control
Tools (Q7)
➢Histograms (ජාලරේඛා සටහන්)
➢Pareto Charts (පැරරටෝ සටහන්)
➢Cause and Effect Diagrams (රහේතු ඵල සටහන්)
➢Check Sheets ( ආරේක්ෂණ පත්‍ර)
➢Scatter Diagrams (විසිරි සටහන්)
➢Flow Charts (ගැලීම් සටහන්)
➢Control Charts (පාලන සටහන්)
Following tools are very important to solve problems
under Quality Circles

➢Pareto Charts (පැරරටෝ සටහන්)

➢Cause and Effect Diagrams (රහේතු ඵල සටහන්)
➢Check Sheets ( ආරේක්ෂණ පත්‍ර)
➢Flow Charts (ගැලීම් සටහන්)
PARETO DIAGRAM
• The Pareto diagram is named after Vilfredo Pareto, a
19th century Italian economist who postulated that a
large share of wealth is owned by a small percentage of
the population.

• This basic principle translates well into quality

problems–most quality problems result from a small
number of causes.
Consider the number of accident in Sri Lanka, Such accidents are due
to various reasons.

1. Vehicle brake system failure

2. Road damages
3. Unskilled drivers
4. Drunken Drivers
5.Tiredness of drivers
6. Speed Driving
7. Not obeying traffic lights
8. Heavy Traffic
9. Unprotected road barriers
However after gathering data and analyzing them, it can be noted
that many accidents are due to one or two reasons.
 PARETO DIAGRAM
• Quality experts often refer to the principle as
the 80/20 rule;

• Pareto theory is “Vital few, Trivial many”

• that is 80% of the problems are caused by

20% of the potential sources.
 Pareto Concept

Problems(Causes) Results/Effects

Vital Few 80%

20%

Trivial many 20%

80%
Objectives of Plotting a Pareto
Diagram

• To identify Vital Few

• To get Corrective Action

• To Continue Improvement
Pareto Diagram
 200 100
Number of units investigated =200
180 90

160 80

Number of defective units 140 70

Cumulative percentage
120 60
PARETO DIAGRAM
100 50

80 40

60 30

40 20
A:Crack
20 10
B: Scratch
C: Stain
D: Strain
D B F A C E Others E: Gap
F: Pinhole
Example
• During a session of Quality control, a team has identified many
reasons for rejection of the product . Team has noted them and
gathered data for two weeks and which are identified in a table
below.

• තත්තත්තව ක්‍රියාත්තමක කිරීමේ සැසියකදී, කණ්ඩායම නිෂ්පාදනය ප්‍රතිකමෂ්ප කිරීමට

ම ාමහෝ මහ්තු හඳුනාමෙන ඇත. කණ්ඩායම ඒවා සටහන් කර සති මදකක සඳහා දත්තත
රැස් කර ඇති අතර ඒවා පහත වගුවක හඳුනාමෙන ඇත
2 Prepare a Check Sheet

Type of Marking Frequency

defects
Crack (A)
Scratch (B)
Stain (C)
Strain (D)
Gap (E)
Pinhole (F)
Others (G)
3 Include Data

Type of Marking/Tally Frequency

defects

Crack (A) IIII IIII 10

Scratch(B) IIII IIII IIII IIII II 42
Stain (C) IIII I 06
Strain (D) IIII IIII IIII ……………. 104
Gap (E) IIII 04
Pinhole IIII IIII IIII IIII 20
(F)
Others IIII IIII IIII 14
(G)
4 Rearrange Defects into Descending order

Type of defects Frequency

D 104
B 42
F 20
A 10
C 06
E 04
Others 14
Total 200
5 Complete the Pareto Diagram Data Sheet
Type of Frequency Cumulative Percenta Cumulati
defect
මදෝෂ වර්ෙය සංඛ්යාතය Total -ge by ve %
සමුච්චිත එකතුව Total
D 104 104 52 52
B 42 146 21 73
F 20 166 10 83
A 10 176 5 88
C 06 182 3 91
E 04 186 2 93
Other 14 200 7 100
s
Total 200 - 100 -
6 Mark/Define Axes on Pareto diagram

Horizontal Axis - Types of Defects

(තිරස් අකෂය)
Vertical Axes - සිරස් අකෂය- Frequencies

(a) Mark Frequencies from ‘0’ to highest

(b) Mark Cumulative Percentage from ‘0’

to ‘100’
 200 100
Number of units investigated
180 90

160 80
Number of defective units

140 70

Cumulative percentage
120 60
PARETO DIAGRAM
100 50

80 40

60 30

40 20
A:Crack
20 10
B: Scratch
C: Stain
D: Strain
D B F A C E Others E: Gap
F: Pinhole
 Pareto Diagram by Defects

200 100

80
Frequency

Cumulative %
60
100
40

20

0 0

D B F A C E Others
Type of Defects
Vital Few
 Example 2: Pareto Analysis

NUMBER OF
CAUSE DEFECTS PERCENTAGE

Poor design 80 64 %
Wrong part dimensions 16 13
Defective parts 12 10
Incorrect machine calibration 7 6
Operator errors 4 3
Defective material 3 2
Surface abrasions 3 2
125 100 %

23
 Pareto Chart
70
(64)
60

Percent from each cause

50

40

30

20
(13)
(10)
10 (6)
(3) (2) (2)
0

Causes of poor quality

24
Flow Charts- ගැලීම් සටහන
 LFlow Charts- ගැලීම් සටහන

▪ Flowchart is the graphical method for displaying a system’s operation

and sequence (Carlsen and Lewis 1979)
ගැලීම් සටහන යනු පද්ධතිමේ ක්‍රියාකාරිත්තවය සහ අනුපිළිමවල ප්‍රදර්ශනය
කිරීමේ ිත්‍රක ක්‍රමයයි
▪ Useful planning tools for showing the overall manufacturing system
and the role played by the unit process within the system
 Flow Chart

Start/
Finish Operation Operation Decision Operation

Operation Operation

Decision Start/
Finish

27
Flow chart for
manufacturing
process of wall tiles
Benefits of Flowcharts -ගැලීම් ප්‍රසේථාරවල ප්‍රතිලාභ

▪ They are useful planning tools since they can clearly

express the overall manufacturing system and the role
played by unit processes within the system.
▪ සමස්ත නිෂ්පාදන පද්ධතිය සහ පද්ධතිය තුළ ඒකක ක්‍රියාවලීන්
විසින් ඉටු කරන කාර්යභාරය පැහැදිලිව ප්‍රකාශ කළ හැකි
ැවින් ඒවා ප්‍රමයෝජනවත්ත සැලසුේ මමවලේ මේ.

▪ Once the process is visualized objectively in the flowchart,

improvements can easily be identified.

▪ Help create better understanding among the relevant

workers regarding the process they are involved.
 Benefits of Flowcharts

▪ Employees who participate in the flowcharting

sessions tend to support the entire quality
improvement efforts.

▪ Flowchart is an important tool in training for new

recruits since that gives the overall picture of the
system. i.e. interactions and sequence of processes
Check Sheets-( ආරේක්ෂණ පත්‍ර)
CHECK SHEET-( ආරේක්ෂණ පත්‍ර)

Is a format used as an aid in assembling, compiling

and analyzing data, could be used in problem
solving.

දත්ත එකලසේ කිරීම, සම්පාදනය කිරීම සහ විශේරේෂණය

කිරීම සඳහා ආධාරකයක් රලස භාවිතා කරන ආකෘතියක්,
ගැටළු විසඳීරම්දී භාවිතා කළ හැකිය
 Check Sheet
COMPONENTS REPLACED BY LAB
TIME PERIOD: 22 Feb to 27 Feb 2015
REPAIR TECHNICIAN: Bob

TV SET MODEL 1013

Integrated Circuits ||||
Capacitors |||| |||| |||| |||| |||| ||
Resistors ||
Transformers ||||
Commands
CRT |

34
0 Surface scratch blowholes
defective finishing improper shape
Other
Histogram
Histogram

20

15

10

0
1 2 6 13 10 16 19 17 12 16 2017 13 5 6 2 1

38
Control Chart
24
UCL = 23.35
21

Number of defects
18 c = 12.67

15

12

6
LCL = 1.99
3
2 4 6 8 10 12 14 16
Sample number
39
CAUSE AND EFFECT DIAGRAM-FISH BONE DIAGRAM- (රහේතු
ඵල සටහන්)
• A cause and effect diagram describes a relationship between
variables. The undesirable outcome (problems)is shown as effect,
& related causes are shown as leading to or potentially leading to
said effect.

මහ්තු සහ ඵල රූප සටහනක විචලයයන් අතර සේ න්ධයක විස්තර කරයි. අනවශය

ප්‍රතිඵලය මහෝ මදෝෂය ඵලයක (cause)මලස මපන්වා මදන අතර, අදාළ මහ්තූන් (effects)
එම ප්‍රතිඵලයට තුඩු මදන මහෝ ඊට මහ්තු විය හැකි මලස මපන්වයි.
CAUSE AND EFFECT DIAGRAM
• A fish bone diagram displays all contributing
factors and their relationships to the outcome
to identify areas where data should be
collected and analyzed.

• මත්තසය අස්ි ප්‍රස්ථාරයක මගින් දත්තත රැස්කර විශ්මේෂණය කළ යුතු

ප්‍රමද්ශ හඳුනා ෙැනීම සඳහා සියලුම දායක සාධක සහ ප්‍රතිඵලයට ඒවාමේ
සේ න්ධතා මපන්වයි.
Cause-and-Effect Diagram
Measurement Human Machines
Faulty
testing equipment Poor supervision Out of adjustment

Incorrect specifications Lack of concentration Tooling problems

Improper methods Inadequate training Old / worn

Quality
Inaccurate Problem
temperature
control Defective from vendor Poor process design
Ineffective quality
Not to specifications management
Dust and Dirt Material- Deficiencies
handling problems in product design

Environment Materials Process

42
 MACHINES Parts wearing
Poor alignments
Old
Wrong spare Machine
OPERATORS parts breakdown
Poor maintenance
Unaware
Shortage
Breakdown not reported
Poor training
POOR QUALITY
OF GLAZES
Variable quality
Wrong time

Cheaper brand Wrong temperature

Incorrect settings
Damp weather
(storage) METHODS

MATERIALS
Brainstorming
Brainstorming
A technique for idea generation
 What is Brainstorming?-
Brainstorming යනු කුමකද?
• group discussion to produce ideas or solve problems.
• Brainstorming is a group creativity technique by which
efforts are made to find a conclusion for a specific problem
by gathering a list of ideas spontaneously contributed by its
members
• Brainstorming යනු එහි සාමාජිකයින් විසින් ස්වයංසිද්ධව දායක වූ
අදහස් ලැයිස්තුවක එකරැස් කර නිශ්ිත ෙැටලුවක සඳහා
නිෙමනයක මසවීමට උත්තසාහ කරන කණ්ඩායේ නිර්මාණශීලී
තාක්‍ෂණයකි.
 Objectives -අරමුණු
To Generate Creative Ideas or to Stimulate Creativity
නිර්මාණාත්තමක අදහස් ජනනය කිරීමට මහෝ නිර්මාණශීලීත්තවය
උත්තමත්තජනය කිරීමට
To Initiate a Trend for New Methods/Creations
නව ක්‍රම/නිර්මාණ සඳහා ප්‍රවණතාවක ආරේභ කිරීමට

To Encourage Team Effort

කණ්ඩායේ උත්තසාහය දිරිමත්ත කිරීමට
To Practice to build on one another`s idea
එකිමනකාමේ අදහස් මත මොඩනැගීමට පුහුණු වීමට
To Encourage for Observing and Solving Problems in
Several Aspects
පැති කිහිපයකින් ෙැටළු නිරීකෂණය කිරීම සහ විසඳීම සඳහා
දිරිෙැන්වීම
3 Conformity;or giving the answer expected
(b)
(a)
. . . . . . .
. . . . . . .
. . . . . . .
. . . .
Connect all the dots by using only 4 lines for (a) and 6 lines for
(b) and please do not lift your hand off the paper
• What is the smallest positive number you can write using

11111
Preparation of Cause and
Effect Diagram
1 Decides a Quality Characteristic –(Effect)
Effect
2 Choose Main Causes; ask Why?

Main Cause Main Cause

Effect

Main Cause Main Cause

E.g. In a production process 4M +E play as the main causes
3 Propose Sub Causes and Sub-Sub Causes
Ask Why?

Main Cause
Sub- Sub Cause
Sub Cause
Sub Cause
Sub- Sub Cause
Effect
M,h
 4 Completing of important Sub- Sub Causes

Main Cause Main Cause

Sub- Sub Cause

Sub Cause
Sub Cause
Sub- Sub Cause
Effect

Main Cause Main Cause

Important
Recheck prepared Cause and Effect diagram

If any mistakes, amend it until you find the best

Discuss very important Sub-Sub Causes

Highlight selected Sub-Sub Cause and Take Corrective

Action
 Summary

Discovering of Causes by Team effort is more effective

Brainstorming

Creative Thinking

Cause and Effect Diagram

Problems Solution
NOTES

1. Cause & effect diagram is an effort of a group

of people.
2. Causes contributing to the effect could be
listed during a “brainstorming” session.
3. Have 3-6 main causes for a diagram.

59
Thank you
SCATTER DIAGRAM
By Gamini Dharmawardana
What is a Scatter Diagram ?

It is a graphical representation of
pairs of data of two variables plotted
with respect to suitably marked axes
in order to study the relationship
between the two variables
 A typical Scatter diagram

1.0

Yield, g 0.5

0.0

0.0 10.0 20.0 30.0 40.0

Reaction time, Mints
 Why Scatter Diagram ?

Quality Control efforts sometimes require a study of the

relationship of two or more variables in order to make valid
conclusions.
Some of them are;

1 Knowledge of relationship between input & output

and variables (factors).

Eg. Variation in hardness of a metal product due

to the change in furnace temperature
2 Knowledge of relationship among variables and
product testing.

Eg. Relationship between two test parameters of

a rubber product, total solid content(TSC%) and
the dry rubber content(DRC%) of the final
product
3 Knowledge of relationship between variables in
product testing.

Eg. Specific gravity as a measure of

concentration.
The two variable that are usually dealt
with are:

1. A quality characteristic (result) and a factor

(cause) affecting it.
eg. How the impurity level of raw material
affects the viscosity of the final product
 Date Air Percent Date Air Per cent
press defect press defect
ure ive(%) ure ive(%)
(kgf/c (kgf/c
m2) m2)
Oct 01 8.6 0.889 Oct 22 8.7 0.892
02 8.9 0.884 23 6.5 0.877
03 8.8 0.874 24 9.2 0.885
04 8.8 0.891 25 8.5 0.866
05 8.4 0.874 26 8.3 0.896
08 8.7 0.886 29 8.7 0.896
09 9.2 0.911 30 9.3 0.928
10 8.6 0.912 31 8.9 0.886
11 9.2 0.895 Nov 01 8.9 0.908
12 8.7 0.896 02 8.3 0.881
15 8.4 0.894 05 8.7 0.882
16 8.2 0.864 06 8.9 0.904
17 9.2 0.922 07 8.7 0.912
18 8.7 0.909 08 9.1 0.925
19 9.4 0.905 09 8.7 0.872
Scatter diagram of blowing air pressure and percent
defective
(Oc t . 1 - No v. 9 )
(%)
0. 93
n=30

0. 92

0. 91
Percent defective
0. 90

0. 89

0. 88

0. 87

0. 86

0. 85
8. 0 8. 5 9. 0 9. 5
Blowing air pressure
Interpretation of scatter diagrams

Outliers

1.0

0.5

outliers
0.0
0 10 20 30
Interpretation of scatter diagrams

Positive Correlation
Interpretation of scatter diagrams

Negative Correlation
Thank You