Welcome Back!

Lets do the name tent thing again

when Brye gets in, and also please
hand in your ice cream flow chart.
 Internal Process Model

Monitor Role Competency:

Managing Collective Performance
 Agenda

Introduction to TQI
Flow chart Gladys Morgans check in
Develop a fishbone (Ishikawa) diagram
Use to make improvement recommendations
 Learning Goals
Be able to:
Apply the 3 central questions (aim,
measures, changes) to real life
situations
Develop a flowchart of a process
Develop a fishbone diagram
Use these tools to make improvement
suggestions
Variation is the enemy of quality

Because it reduces our ability to

predict (and control) outcomes

Recall the foci of the Internal

Process model
 Special Causes
Due to specific circumstances
Only affect people/things in a certain
time period or place

May take actions to restabilize the

system
NOT the focus of TQI
 Common Causes
Built into the system
Affect everyone/thing

Improvement requires changing the

system itself

These ARE the focus of TQI

 Key Figures
Walter A. Shewhart

W. Edwards Deming

Joseph Juran
Three Fundamental Questions
Behind Trial and Learning

1. Aim
2. Measures
3. Changes
Aim: What are we trying to
accomplish?
Measures: How will we know
that change is an
improvement?

-- builds on current
knowledge, using baseline
data
Changes: What changes can
we make that will result in
improvement?

-- explored through the cycle

for learning and improvement
PDCA: The Cycle for Learning
and Improvement

Plan
Do
Check (Study)
Act
 Building Long Term
Improvements
Repeated use of PDCA cycle
Maximizing system performance
Why top management is key
Data driven (includes feelings)
Testing on a small scale
across a wide range of conditions
Continuous Quality Improvement
Your TQI Tool Kit:

Process Watch/Walk
Flow Chart
Fishbone (Ishikawa) Diagram
Control Chart
 A Process Is

A series of actions that repeatedly

transform inputs into outputs
 Process Walk/Watch
Senior management walk through
process
Observing, discussing at the task level
Tool for increasing process knowledge
IBM managers and mainframe
computers
Flowcharting: Picturing the
Sequence

A/1
 Fishbone/Cause-and-Effect
(Ishikawa)
Identify causes of process problems
Focus on facts
Dispersion analysis uses cause categories
Policies - People
Procedures - Environment
Plant
Process clarification uses steps
 Cause and Effect Diagram

People Environment

Outcome

Policies Procedures Plant

 Coming Up
Thursday meet in Pollack laptop
library
Control charts
Bring Memory Jogger
Read starting p. 36 about control
charts
Next Tuesday integration