The Quality Improvement Model

1
TheQualityImprovementModel
Define Process
Select Measures
Collect Interpret Data
Define Process
IsProcessStable?
No
Investigate Fix Special Causes

• Purpose
• Communicate to an individual or team a clear
  understanding of the process under study.
• Establish improved and consistent process
  operations.

Yes
IsProcessCapable?
No
Improve Process Capability
Yes
Use SPC to Maintain Current Process
2
Process Components

• A process is any activity that converts
• All processes involve Suppliers, Inputs, Outputs,
  and Customers

3
Defining Processes
Why

• Communicate to an individual or a team a clear
  understanding of the process under study.
• Standardize process operations.

How

• Identify and list Suppliers, Inputs, Outputs, and
  Customers.
• Develop flow chart of the process steps.
• Assure a common understanding of related
  procedures.
• Verify practice vs. procedure.

4
Process Standardization
STANDARDIZATION is everyone following the
procedures the same way.
These Procedures

• Are not the optimum perfection.
• Are not necessarily the current best known
  methods.
• Are the agreed-upon methods.

It is neither possible nor necessary to
standardize all the operations. However, crucial
elements...should be measurable and
standardized. Misaaki ImaiKAIZEN
5
Process Flow Charts
Purchasing Process
Manufacturing Submits Purchase Order
A Graphical display of the steps in a process.
Purchasing Contacts Vendors for Pricing
Vendor Submits Bids
Discuss Quality vs. Price and Select Vendor
Standard Symbols
Can Vendor Meet Schedule?
No
Process Steps
Yes
Decisions
Vendor Delivers Goods
Manufacturing Inspects Goods
Beginning or End Points, or Connectors between
pages
Purchasing Pays Vendor
6
Process Mapping
7
Detailed Process Maps

• What is the tool?
• Graphical illustration of the process
• What will the tool identify?
• All value-added and non-value-added process steps
• Input variables (Xs)
• Output variables (Ys)
• Data collection points
• When do you apply process mapping?
• Always

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Process Mapping Steps

1. Identify the process, its external inputs and
   customer outputs
2. Identify all steps in the process graphically
3. List output variables at each step
4. List input variables and classify process inputs
   as controlled or uncontrolled
5. Add process specifications for input variables

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Step 1 Identify the Process and Inputs/Outputs

• We need to get a 50,000 ft. view of the process
  first
• First identify the process in simple terms
• Secondly we identify external inputs
• Incoming information
• Raw materials
• Personnel
• Energy requirements
• Finally we identify the customer requirements
  (outputs)
• Identify the attributes of a correctly
  functioning product or service

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Step 1 Examples
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Step 2 Identify All Steps in the Process

• Include all value-added and non value-added steps
• Process steps, inspection/test, rework, scrap
  points

Manufacturing
Metals addition
Material drying, surface area issues
Non-Manufacturing
12
Step 3 List Key Output Variables
13
Step 3 List Key Output Variables
14
Step 4 List and Classify Key Input Variables
15
Process Mapping Examples
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Process Mapping Examples
Non-Manufacturing
Outputs

• Order in computer
• All line items complete
• Correct info
• Promise date
• Order number
• Printed confirmation

• Prompt answer
• Live body
• Part number
• Availability
• Need date

• Order confirmation to customer
• Order to production

• Customer number
• Order worksheet
• Pricing

17
Step 5 Add Specifications for Inputs

• For input variables identified as Controlled and
  Critical Inputs, we can add the operational
  specifications and targets for these variables
• This information is the beginnings of the Control
  Plan!

18
Example Building 326 DI Process Flow Chart
A Cation
A Anion
DI H2O
A/ B Degassifier
B Cation
B Anion
Filter H2O
C Cation
C Anion
C/D Degassifier
D Cation
D Anion
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Example Continued
Big Block Process
External Input
Customer Output
Building 326 DI Plant

• Filter Water
• Turbidity
• Total Hardness
• Sodium
• Alkalinity
• pH
• Temperature
• Flow
• Pressure
• Colloidal Silica

• DI Water
• pH
• Silica
• Sodium
• Conductivity
• Flow

20
Example Continued
Building 326 DI Process Steps
DI H2O Storage

• Dissolved Ion removal
• Calcium
• Magnesium
• Sodium

• Removal of
• Sulfuric Acid
• Hydrochloric Acid
• Carbonic Acid
• Silicic Acid

Filter Water
CO2 Removal
Anion Regeneration
Resin Renewal
Resin Renewal
Resin Renewal
21
Example Continued
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Example Continued
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Example Continued
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Example Continued
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Example Continued
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Example Continued
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Using Process Maps to Evaluate Processes

• Understand customer/supplier relationships
• Discover unnecessary steps
• Achieve agreement on process
• Everyone understands their role
• Provides inputs to Cause and Effects Matrix
• Provides inputs to Control Plan Summary
• Provides inputs to Capability Summary
• Excel template Process Map Master.XLS

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The Catapult
Cup Height
Peg Height
Hook Height
Stop Angle
Release Angle
29
The Catapult Process

• The Catapult process involves using a Catapult to
  hurl an object to a desired location.
• Some natural questions about the process are

• Who is the customer?
• What does the customer want?
• How should the Catapult be operated?
• How do I know if Im meeting customer needs?

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Catapult

• 1.) Your Catapult Team should complete pages 1
  through 4 of the blue Catapult Process handout.
• Limit yourselves to 30 minutes for this
  exercise.
• 2) Be ready to present your work.

Note Do Measure module first. Then do catapult
for Define and Measure.