Tools and Techniques

Used in TQM

Submitted by:
Glorioso, Johann Dexter M.

Submitted to:
Prof. Jayme C. Ignacio

February 19, 2011

Problem Solving

Brief Description:
The problem solving process is a logical sequence for solving problems and improving the
quality of decisions. It is also a guide to identifying which tools and techniques to apply.

When to Use/Purpose:
The problem solving process can be applied to any problem or deviation from requirements but
can also be used to tackle an opportunity.

Steps Involved:
• Define the problem and establish an improvement goal
• Collect data
• Analyze the problem
• Generate potential solutions
• Choose a solution
• Implement the solution
• Monitor the solution to see if it accomplishes the goal

Checklists

Brief Description:
A checklist is a list of things to be done or items to be obtained. It is a simple way of
remembering what to do and then checking that you have done it.

When to use/Purpose:
Checklists can be used at any point in the Problem Solving Process and are particularly useful
for:
• Preparing lists or materials/equipment/activities required
• Collecting Data
• Preparing standard practices and procedures
• Constructing action plans

Steps Involved:
• Brainstorm items
• Record on List
• Who, what, where and when for each item on list
• Copy checklist to all involved
• Tick items as they are done
Flowcharts

Brief Description:
The representation of proceses, systems or procedures by means of diagrams with symbols
indicating, for example, actions and decisions.

When to use/Purpose:
• Gathering data
• Analysing data
• Planning for implementing solutions

Steps Involved/Illustration:
• Define the problem
• Find a solution
• Draw the flowchart, using the symbols below
• Check and refine

Check Sheets

Brief Description
Check Sheets are forms that gather data and allow users to easily analyze and interpret that
data.

When to use/Purpose:
It is used for the collection of quantitative or qualitative repetitive data.
Illustration:

Tally Chart

Brief Description:
A Tally chart (or checksheet) is an example of one of many types of forms for recording data -
usually numerical in nature.

When to use/Purpose
• Gathering data

Steps Involved:
• Decide data required
• Devise appropriate data gathering
• Test Model
• Review and revise
• Design master
• Gather Data

Pareto Analysis

Brief Description:
Pareto analysis is a technique for recording and analysing information relating to a problem or
cause, which easily enables the most significant aspects to be identified. A Pareto diagram is a
special form of vertical bar chart, or column chart, which allows the information to be visually
displayed.

When to use/Purpose:
• Separating the 'vital few' from the 'useful many' problems, (80/20 rule).
• Selecting major problem areas
• Identifying major effects and causes
Steps Involved:
• List the activities to be analysed
• Calculate totals
• Order totals
• Draw the Pareto diagram
• Interpret results

Cause-and-Effect Diagrams

Brief Description:
Cause and effect analysis is a technique for identifying the possible causes affecting a
project/problem. A cause and effect diagram is a visually effective way of recording the possible
causes as they are suggested.

When to use/Purpose:
• Defining a problem
• Identifying possible data requirements
• Identifying possible causes
• Developing objectives for solutions
• Narrowing down causes

Steps Involved:
• Name problem/effect
• Draw fishbone diagram
• Identify major causes
• Brainstorm for possible causes
• Incubate the ideas
• Analyze and evaluate

Brainstorming

Brief Description:
The term ‘Brainstorming’ has been used since the 1890's: first to mean a mental disturbance,
then by the 1920s to mean a brainwave, then from 1938 in Osborn's sense of group
brainstorming. The current use of the term brainstorming is as a technique that encourages
creative thinking and the generation of ideas.

When to use/Purpose:
• Generating a list of ideas
• Identifying possible data requirements
• Developing objectives for solutions
• Generating possible solutions
• Developing action plans
Steps Involved:
• Avoid criticism
• Encourage and ideas - freewheel
• Quantity of ideas first
• Record all ideas
• Reflect on ideas – incubate