Production and Quality

The root Cause

system of multiple optional solution

the eight disciplines

problem solving approach that establishes a permanent corrective action based on statistical analysis of the problem

7 Problem Solving Steps

1. gather facts

2. containment: first protection = customers. contact the bad with=protect your reputation

3. identify potential causes

4. identify immediate causes (and maybe more containment)

5. indentify underlying root cause by asking why

6. implement corrective action

   1. implement preventative action

confirmation bias

tendency to look for or only see things that confirm or support our prior beliefs

5 whys

once you have immediate cause then…..

reactive

step 5: identify underlying root cause by asking why

proactive. solves the root cause

step 6: implementing corrective action

step 3: potential causes

what does step 7: implement preventative actions aim to solve

problems with not following the 7 step problem solving plan

1. 1. jump to solutions before you know the root cause

2. 2. stopping the identification of solutions too soon

productivity

outputs/inputs

dimensions of product quality

• - free of defects

• - performance

• - features

  • - reliable/consistent

dimensions of service quality

• - reliability

• - free of mistakes

• - empathy

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value

what a customer wants and is willing to pay for

waste

anything other than what is necessary

how customers define quality

dissatisfiers, satisfiers, delighters

dissatisfiers

expected and unspoked. unlikely to make the customer happy, but the absense of them would be immediately noticed and cause dissatisfactions

satisfiers

the customer can either be pleased or displeased by it. the more of it there is, the happier the customer

delighters

unexpected and unspoken. it’s absences will not displease the customer and its presence will delight the customer.

customer satisfaction

considers past experience, met requirements

perceived value

anticipating a future benefit

voice of the customer

what customers are saying about a business, product or service.

• - taking customer feedback and doing something to turn it from data to information.

process for listening to VOC

1. 1. get multiple touchpoints

2. - comment cards, surveys,

3. - get from a contact employee

4. 2. have a plan for complaint management

5. 3.

NPS

net promoter score

critical to quality

specific, measurable requirement that translates a customer need into a standard the process can be designed and measured against.

moral philosophy

the principles/values a person uses to decide right from wrong

standard work

method of improving our goals of quality management

variation for a product

difference of one product vs another

common cause variation

built into the current system

pattern repeats over time

improve the process/system

special cause variation

unusual signal or changed conditions. need to investigate

follow the 7 step process

accuracy

refers to the closeness of a measured value to the true or accepted reference value.

precision

refers to the closeness of repeated measurements to each other under unchanged conditions.

precise because you can then find the problem faster

would you rather have something be precise or accurate and why?

scientific management

what is the one best way to do standardized work?

effective standard work must be:

• - posted in operators view

• - understood and followed by operator/supervisor

• - supported by area management

  • - performance to that standard work should maintain quality (think visual management!)

special cause variation

eliminate it

natural cause variation

reduce it

leader standard work

helps ensure the critical few tasks/behaviors that have greatest impact on results are made a priority

• - ensures leaders focus not only on results but the process involved in achieving them

  • - reduce variation in management practices