持续改善—七步法课件.ppt

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1、7-Step ProcessforContinuous Improvementprayerclairvoyancecopyimitationtheftconsultationdelegationnegotiationjust waitingdeceivinghidinglyingpassing-the-buckconfusingfinger pointingtransferringrandomtrial-and-errorguessaccidentchancelucksystematicgut feelthe insinnovation insightinventioninspirationi

2、ntuitioninstinctother worldothersreal worldinner selfPROBLEMPDCA7 StepsShiba WVOptions to Problem SolvingPDCA and the 7 StepsPDCA 7 Steps 7 QC ToolsPLAN 1.Select a theme2.Collect data3.Analyze causesChecksheet,graph,histogram,scatterdiagram,Paretodiagram,cause-and-effect diagram,flowchartDO 4.Plan a

3、nd implementsolutionFlowchartCHECK 5.Evaluate effectsChecksheet,graph,histogram,scatterdiagram,Pareto diagram,cause-and-effect diagramACT 6.Standardize 7.Reflect on processFlowchart(provides repetition)(provides process)(provides tools)run chart/control chartCAUSE&EFFECT DIAGRAM ISHIKAWASCATTER DIAG

4、RAMFLOWCHARTThe Basic ToolsGRAPHHISTOGRAMCONTROL CHARTPARETO DIAGRAM CHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDELEVEL OFTHOUGHT2.COLLECT DATA 3.ANALYZECAUSESEXPLORE ESSENTIALSFORMULATEPROBLEM4.PLANSOLUTION AND.IMPLEMENTDATA I DATA IIDATA III5.EVALUATEEFFECTS1.SELECT THEME6.STANDARDIZE7.REFLECT ON PR

5、OCESSSENSE A PROBLEMLEVEL OF EXPERIENCEStep 1:Theme SelectionStep 1:Theme Selections Focus on weaknesss Thoroughly explore the problems Carefully select the themes Clearly state the themeFocus on Weaknesss Weakness is difference between current situation and targets Weakness orientation focuses on e

6、liminating weakness as basis of improvement(closing the gap)s Focus on facts,processes,and root causesCurrentTargetWeaknessCustomerneedActual performanceWeaknessThoroughly Explore the ProblemUnderstand the context for problem solvingl Consider process discoveryn Understand the customer“What am I pro

7、viding my customer?”“What will satisfy my customer?”n Understand the process“What am I doing?”“How am I doing it?”l“Jump-Up”and ask“Why am I doing this?”Carefully Select the Themes Consider these issues:l Difficulty of situationl Sense of achievement to be gainedl Urgency/impactl Quickness of soluti

8、ons Theme should:l Have challenging goals;not too challengingl Be importantl Create sense of urgencyl Be solvable in fairly short timeframe(3-4 months is best)l Motivate team membersl Foster continuous improvementTheme Selection MatrixLOW=MEDIUM=HIGHPossible symbols to use:THEME 1THEME 2THEME 3THEME

9、 4Selection Criteria.Possible ThemesUrgencyEase of Data CollectionEase of PotentialImplementationSpeed ofImplementationBenefit toCustomerClearly State the Themes Have weakness orientations Have market-in orientations State as a problem,not a solutions State in terms of results,not a solutions State

10、as a single problem,not severals Choose words carefullyl Well-definedl Proper level of abstractionl Multi-valued orientationStrengths/Weaknesses ChartSTEP STRENGTHS WEAKNESSES1234567Step 1:Theme Selection-ReflectionCase StudyStep 2Step 3Step 4Step 5Step 6Step 7Step 1Theme Selection7 StepCase StudySt

11、ep 2:Data Collection&AnalysisLEVEL OF EXPERIENCELEVEL OF THOUGHT7.REFLECT ON PROCESS6.STANDARDIZE5.EVALUATE EFFECTSIMPLEMENT3.ANALYZE CAUSES2.COLLECT DATA 4.PLAN SOLUTION AND.1.SELECT THEMEEXPLORE ESSENTIALSFORMULATE PROBLEMSENSE A PROBLEMDATA IDATA III DATA IIStep 2:Data Collection and Analysis s D

12、efine your data collection processl Data appropriate to processl Multi-variable data(4Ws)s Analyze the datal Stratification(4Ws)l Graphicsl Focus on deviations Draw a logical conclusionl Based on factsl Focus on vital fews Use standard toolsHISTOGRAMCONTROL CHARTPARETO DIAGRAM CHECKSHEETxxxxxxxxxxxx

13、xxxxxxxxxxxxxxxxABCDEFrequently Used Data Collection ToolsGRAPHChecksheets A checksheet is a tool for systematically collecting data or tabulating collected datas Types of information:l Data collection process(e.g.,date,time,collectors name)l Variables associated with the defects(e.g.,product type,m

14、achine number,shift)l Type of defectPareto DiagramConclusion:Time customer waits before order is taken is largest source of customer complaint.%Time before orderTime to wait for checkTime before food servedTime before dessert servedOther Complaints20-10-30-Time to be seatedTime before host/ess greet

15、s10040-502575Atlantic Avenue RestaurantWeek of 5/8/89Customer ComplaintsStep 2:Data Collection-Reflection HOW WAS DATA COLLECTED?-WAS THE SAMPLE SIZE SUFFICIENT?-WAS A CHECKSHEET USED?-IS THE DATA MULTI-VARIABLE?WAS THE METHODOLOGY DOCUMENTED?IS THE DATA APPROPRIATE TO THE PROCESS WAS THE DATA STRAT

16、IFIED TO HELP FOCUS THE DATA COLLECTION?WERE THE TOOLS CORRECTLY USED AND PRESENTED?WERE LOGICAL CONCLUSIONS DRAWN FROM THE DATA?COMMON MISTAKES NON RAW DATA WAS USEDSAMPLE N LESS THAN 50 OR MORE THAN 100SINGLE VARIABLE DATADATA NOT STRATIFIEDPARETO NOT USEDTOOLS USED INCORRECTLYPARETO DRAWN INCORRE

17、CTLY:-POORLY LABELED-GAPS BETWEEN BARS,-MISSING UNIT OR CUM%SCALES-BAR TO ADDRESS NOT HIGHLIGHTED-CONCLUSIONS NOT STATEDNO CONCLUSION MADEREFLECTION QUESTIONSCase StudyStep 2Step 3Step 4Step 5Step 6Step 7Step 1Data Collection&Analysis7 StepCase StudyLEVEL OFTHOUGHT2.COLLECT DATA 3.ANALYZECAUSESEXPLO

18、RE ESSENTIALSFORMULATEPROBLEM4.PLANSOLUTION AND.IMPLEMENTDATA I DATA IIDATA III5.EVALUATEEFFECTS1.SELECT THEME6.STANDARDIZE7.REFLECT ON PROCESSSENSE A PROBLEMLEVEL OF EXPERIENCEStep 3:Causal AnalysisStep 3:Causal Analysiss Create cause-and-effect(Ishikawa)diagram from Paretos Investigate causes thor

19、oughlys Draw understandable conclusionsParetodiagramG F E D C B A H150100%Cause-and-effect diagramFrom Pareto to Cause-and-Effect Diagram(Conclusion)(Date)(Step#)(Contributors)Why defects?1st Why2nd Why3rd Why4th Why5th WhyPoliciesProceduresPeople PlantABDCs Ask“why”5 timess 4Ms and 4PsConstructing

20、the Cause-and-Effect Diagrams Enumerate possible causess Evaluate for completeness and to determine strength of root cause(s)s Verify existence of root cause(s)Guidelines For Generating PossibleCauses(Factors)s State answers clearlyl Use modifiersl Past tensel Multi-valued statement where possiblel

21、One idea/cause per statements Answer“why”question with a causal answer(avoid categorization)s Explore the meaning of answers deeplyl Dont accept without understandingl Reword answers appropriatelyl Reformat branches if necessarys Add new data to diagram over time if possibleGuidelines For Group Part

22、icipations Accept one idea at a times Accept all ideass No debate-ask questions for clarification only-rewrite labels to incorporate the clarifications Use a consistent methodical approachs Ensure construction is completes Determine which root causes to verifySTEP#1A.Starting at each root cause,work

23、 up the chain of cause and effectB.Where the logic breaks down or is incomplete,amend by restating and/or adding new answersSTEP#2A.Starting at the root cause,evaluate the impact on the effect at the head of the fishbone-evaluate and indicate the strength of all the causes.Rank the causes(low-med-hi

24、)B.For all high impact causes,repeat“A”,if necessary,to identify the vital few rootC.Choose measurable root causes to verifyEvaluating the Cause-and-Effect DiagramVerifying Root Causess Collect data on root causess Use run charts,Paretos,graphs,scattergrams,etc.to determine strength of correlation b

25、etween root cause and problems If verification fails to validate choices,return to diagram and choose new root causes to verifyStep 3:Causal Analysis-ReflectionCOMMON MISTAKES IS THE ISHIKAWA EFFECT TAKEN FROM THE PARETO?WERE ENOUGH POSSIBILITIES FOR THE CAUSES(MAJOR ONES)INVESTIGATED?-4 Ps OR 5 Ms

26、CONSIDERED-ASKED WHY 5 TIMES DID THE DATA WARRANT MORE THAN ONE FISHBONE?HOW WERE CONCLUSIONS REACHED?WAS THERE AN EVALUATION?WERE THE CONCLUSIONS VERIFIED?IS THERE A SEPARATE CONCLUSION FOR EACH FISHBONE?NO RELATIONSHIP TO STEP 2(PARETO)NOT FOCUSED ON ONE EFFECTHEAD OF FISHBONE DOESNT START WITH WH

27、YHEAD OF FISHBONE IS NOT AN EFFECTISHIKAWA DRAWN INCORRECTLY:-HEAD NOT ON RIGHT-MAJOR BRANCHES NOT BOXED-MAJOR BRANCHES NOT DRAWN FROM LEFT TO RIGHT ANGLE-TOO THIN(ASKED WHY ONLY 1-3 TIMES)-ROOT CAUSES NOT HIGHLIGHTEDVERIFICATION METHODS AND DATA NOT PROVIDEDREFLECTION QUESTIONSCase StudyStep 2Step

28、3Step 4Step 5Step 6Step 7Step 1Causal Analysis7 StepCase StudyLEVEL OFTHOUGHT2.COLLECT DATA 3.ANALYZECAUSESEXPLORE ESSENTIALSFORMULATEPROBLEM4.PLANSOLUTION AND.IMPLEMENTDATA I DATA IIDATA III5.EVALUATEEFFECTS1.SELECT THEME6.STANDARDIZE7.REFLECT ON PROCESSStep 4:Solution Planning&ImplementationSENSE

29、A PROBLEMLEVEL OF EXPERIENCEStep 4:Solution Planning and Implementation s Select and plan solutions Implement solutionSelect Solution and Plan Implementations Focus on the primary root causess Focus on solution which you can implements Dont try to fix everything at onces Involve those who will be af

30、fecteds Run a controlled experiment(pilot)Selecting a Solution to One Root CausePRIMARYROOT CAUSE:_Selection Criteria123nMEDIUM2OR3HIGH 3OR5=LOW1POSSIBLESCORINGSCALES:SCORINGVALUESAlternativeSolutionsFeasabilityEffectivenessTotalEvaluating Problem-Solving DifficultyEquipmentMethodsHumanBehaviorYou&O

31、thersMODERATELYDIFFICULTMODERATELYDIFFICULTVERYDIFFICULTYou DIFFICULTEASY EASYOthers DIFFICULT DIFFICULTVERYDIFFICULTArea of ProblemData Collection/Potential SolutionImplementationSolution Implementations Use the 4Ws,1H chartWHAT WHEN WHERE WHO HOWStep 4:Solution Planning&Implementation-ReflectionCO

32、MMON MISTAKES DOES THE SOLUTION ADDRESS THE ROOT CAUSE(S)?IS THE SOLUTION A REVERSE OF THE ROOT CAUSE(S)?WERE ALTERNATIVE SOLUTIONS CONSIDERED?CAN THE SOLUTION BE CARRIED OUT BY THE TEAM?WHERE THOSE WORKING AT THE SITE INVOLVED IN THE SOLUTION PLANNING?IS THE IMPLEMENTATION PLAN DETAILED?-WHAT,WHEN,

33、WHERE,WHO,HOW WAS SOLUTION PILOTED?WAS QUICK FEEDBACK OBTAINED AND ANALYZED?DOES MANAGEMENT ACCEPT THE SOLUTION?NO SITE INVOLVEMENT IN SOLUTIONNO IMPLEMENTATION PLANONLY ONE SOLUTION EXPLOREDNO EXPERIMENTS CONDUCTEDQUICK FEEDBACK NOT OBTAINEDSOLUTION NOT LOCALSOLUTION NOT DOCUMENTEDMATRIX OR TREE NO

34、T USEDFOR DETAILED SOLUTIONSREFLECTION QUESTIONSCase StudyStep 2Step 3Step 4Step 5Step 6Step 7Step 1Solution Planning&Implementation7 StepCase StudyLEVEL OFTHOUGHT2.COLLECT DATA 3.ANALYZECAUSESEXPLORE ESSENTIALSFORMULATEPROBLEM4.PLANSOLUTION AND.IMPLEMENTDATA I DATA IIDATA III5.EVALUATEEFFECTS1.SELE

35、CT THEME6.STANDARDIZE7.REFLECT ON PROCESSSENSE A PROBLEMLEVEL OF EXPERIENCEStep 5:Evaluation of EffectsStep 5:Evaluation of Effectss Confirm improvement(before-and-after comparison)s Evaluate all subsequent effectss Measure improvement gains over time80602040A B C D E Others C B A D E Others40608001

36、00%1601501005010015010050Total Effect“X Fewer Defects”Effect onRoot Cause“Y Fewer Defects”Sept.1-Oct.31June 1-July 312Before-and-After Pareto DiagramsMeasure Improvement Gains Over Times Teams should continue to track improvement even after they evaluate the pilots A run chart is an excellent way of

37、 displaying incidents of defects over timeStep 5:Evaluation of Effects-ReflectionCOMMONMISTAKES DID THE TEAM SHOW THE EFFECT BY COMPARING TO THE PARETO IN STEP 2?IS THE TOTAL EFFECT OF THE SOLUTION QUANTIFIED?IS THE EFFECT SHOWN OVER TIME ARE THE TANGIBLE/INTANGIBLE EFFECTS DOCUMENTED?PARETO NOT USE

38、D TO SHOW EFFECTSPARETOs NOT SHOWN SIDE BY SIDEEFFECTS NOT HIGHLIGHTED ON PARETOWRONG SCALES ON PARETOTANGIBLE/INTANGIBLE EFFECTS CHART NOT SHOWNREFLECTIONQUESTIONSCase StudyStep 2Step 3Step 4Step 5Step 6Step 7Step 1Evaluation of Effects7 StepCase StudyLEVEL OFTHOUGHT2.COLLECT DATA 3.ANALYZECAUSESEX

39、PLORE ESSENTIALSFORMULATEPROBLEM4.PLANSOLUTION AND.IMPLEMENTDATA I DATA IIDATA III5.EVALUATEEFFECTS1.SELECT THEME6.STANDARDIZE7.REFLECT ON PROCESSStep 6:StandardizationSENSE A PROBLEMLEVEL OF EXPERIENCEStep 6:Standardizations Revise the standard(4Ws,1H,1C)s Create a process to detect future problems

40、Revise the Standards Involve workers affecteds Whatl Documentationl Specificationsl Policiesl Flowchartss Whens Wheres Whos Hows Checkl Implementation of new standardl Maintenance of gainsStep 6:Standardization-ReflectionCase StudyStep 2Step 3Step 4Step 5Step 6Step 7Step 1Standardization7 StepCase S

41、tudyLEVEL OFTHOUGHT2.COLLECT DATA 3.ANALYZECAUSESEXPLORE ESSENTIALSFORMULATEPROBLEM4.PLANSOLUTION AND.IMPLEMENTDATA I DATA IIDATA III5.EVALUATEEFFECTS1.SELECT THEME6.STANDARDIZE7.REFLECT ON PROCESSStep 7:Reflection on Process/Next ProblemSENSE A PROBLEMLEVEL OF EXPERIENCEStep 7:Reflections Analyze s

42、trengths and weaknessess Determine next problems Document QI storyAnalyze Strengths and Weaknessess Identify the critical difficulties during the process-using the tools,etc.s Identify the critical strengthss Identify the key things the team would do differentlys Identify what key things the team(or

43、 team members)needs to learn to improve the Seven Step ProcessDocument QI Storys Standard presentation formats Presented to managements Diagnosed by managements Guidelines for developingl About 15-25+overheadsl Narrative of 4+pages with relevant backup informationl Logical flow from Step 1-7(regardl

44、ess of teams actual progress)Checklist for the QI StoryStep 1.Theme Selection State a market-in theme with clear targets-explain why its important in terms of cost and/or customer satisfaction Show that theme relates to ongoing processes Show that the specifics of the methods used are described Show

45、 data(e.g,graphs,Paretos)Assume audience is a customer not familiar with your business and does not understand the problem-draw flowcharts,define terms show pictures,etc.Step 2.Data Collection&Analysis Explain method of data collection,#of data points,etc.Show check sheet Show that the data was anal

46、yzed focusing on stratification,graphing and deviationStep 3.Causal Analysis Show cause-and effect diagrams that relate to the problem area indicated in Pareto.Highlight the root cause(s)State a clear conclusion Explain how team verified that root cause was real.Show Paretos,scattergrams if appropri

47、ateChecklist for the QI StoryStep 4.Solution Planning and Implementation Show solution selection Show“4 Ws&1 H”chart Identify any deviation from plan implementationStep 5.Evaluation Show before and after Pareto Show other charts indicating change in defect levels(e.g.run charts)Show tangible/intangi

48、ble benefits chartStep 6.Standardization Show“4 Ws&1 H&1 C”standardization plan chart Show control charts/run graphs to demonstrate the holding of the gains Show how future problems will be detectedStep 7.Reflection Show performance against plan in Gantt chart Identify what steps/tools worked well a

49、nd worked poorly Discuss what team learned about the process,what they would do differently Complete the narrative to accompany QI storyCase StudyStep 2Step 3Step 4Step 5Step 6Step 7Step 1Refelction on Process7 StepCase Study7 Steps Summary7.Reflect on ProcessyesNoStrong?1.Select Theme6.Standardize_

50、4Ws 1H 1C4.Plan Solution and_4Ws 1H Explore Problems_Customer QuestionsProcess Flow ChartSelection Matrix&DataCollection2.DataCollection_Checksheet,Run Chart,Pareto3.CausalAnalysis_Pareto,Ishikawa5.EvaluateEffects_Pareto,RunChartProblemStatementImplementSolutionKJLevel ofThoughtLevel ofExperienceDAT