PDCA Problem Solving Tools & Technique

© Operational Excellence Consulting. All rights reserved.© Operational Excellence Consulting. All rights reserved.
Problem Solving
Tools &
Technique

4© Operational Excellence Consulting. All rights reserved.
Outline
1. Introduction to Problem Solving
2. Concept of Problem Solving Teams
3. Overview of Process Management
4. PDCA Approach to Problem Solving
5. Basic Problem Solving Tools
6. Project Reporting Using A3 Storyboard
7. 10 Common Mistakes
8. Critical Success FactorsThis document is a partial preview. Full document download can be found on Flevy:
http://flevy.com/browse/document/pdca-problem-solving-tools-and-technique-151

Continuous Improvement
"Continuous effort -
not strength or
intelligence - is the
key to unlocking our
potential."
- Sir Winston Churchill
This document is a partial preview. Full document download can be found on Flevy:

Productivity loss is caused by three
major sources of waste
Plan
DoCheck
Act
Inflexibility

There are five types of inflexibility that
impact the performance of a system
Custom and practice
Capability
Configuration
Capacity
Changeover
• Inability of people and
the organization to
adapt to customer
needs
• Inability of product,
process, or IT systems
to meet customer
demand
• Inability to provide the
product or service the
customer needs
• Inability of product,
process, or network to
meet customer
demand
• Inability to change
processes to meet
customer demand
Inflexibility
adds cost, but
does not
increase the
value added

Problem Solving Philosophy
Problem solving involves identifying and
eliminating all activities that are waste.
Current
State
Future
State
Solve
Problems
Expose
Problems “True North”
Value Added Time = Lead Time
Full of Waste,
Variation, and
Constraints

© Operational Excellence Consulting. All rights reserved.
Session 2:
Concept of Problem Solving
Teams

Philosophy of Problem Solving Team
• People take interest and pride in their
work
• Shared decision-making process
• Development of individual capabilities
• Creating a cordial atmosphere in the
workplace
• Benefits both management and staffThis document is a partial preview. Full document download can be found on Flevy:

Benefits of Problem Solving Activities 1
• Company
Reduced absenteeism and staff turnover
Increase productivity
Improve quality of products/services
Increase revenue
• Management
Smooth workflow
Reduce control and supervision

• Productivity
• Quality
• Cost
• Delivery
• Housekeeping
• Safety
• Service
Topics Discussed by Problem
Solving Teams

Problem solving structure parallels the
formal organizational structure
CEO
Key
Managers
Senior &
Executive Staff
Supervisors
Frontliners
Structure of a Company
Structure of Problem Solving
Activities
Members
Secretariat
Facilitators
Leaders
Steering
Committee

Ingredients for Problem Solving
Team Success 1
1. All staff understand problem solving concept
and its benefits
2. A committed and supportive CEO and senior
management
3. A steering committee that sets clear policies
and a focused problem solving action plan
4. A Secretariat or PMO who enthusiastically
carries out the problem solving team action
plan and monitors its progress

Everyone realizes the importance
of having a motivated, quality
work force but...
Continuous Improvement Leverage Points
PEOPLE
PROCESS
TECHNOLOGY
Major determinants of product/
service cost, schedule and quality
...even our finest people
can’t perform at their best
when the process is not
understood or operating
“at its best”.
Not simply a
matter of
competencies!

Process Management
Sustain Process
Improve/Modify
Process
Yes
No
Plan
DoCheck
Act
Use & Analysis
of Information
Key
Performance
Indicators
Meet
Targets
& Goals?
• Customer Feedback
• Market Data
• Product/Service
Performance
• Operational Results
• Supplier Quality
Process

Process Definition & Documentation
• Identify key process
elements
• Document the process
Narrative documentation
Flowcharting
Process mapping
Value stream mapping
Process modeling toolsThis document is a partial preview. Full document download can be found on Flevy:

Process Control
• Control relates to conformance with
requirements
• A problem exists when the process
deviates from its norms in terms of
process parameters
• In such an event, a problem solving
methodology is employed to bring the
process back into control

The PDCA Approach to Problem
Solving
• A systematic approach
to problem solving
• Provides the framework
for a team to carry out
improvement
Plan
DoCheck
Act

Tips for Step 1: Select the Theme
• Select credible projects
• Projects should be reasonably easy (but
not too easy!) to do
• Projects should give significant results
• Balance the cost, potential benefits and
chance of success

Step 3: Grasp the Present Situation
• Map out the process and identify problem areas
• State the problem
• Define scope of the project
• Define success measures (what is success?)
• Decide what data to collect and how to collect it
• Use appropriate tools for data collection and
analysis (e.g. check sheet, Pareto chart,
fishbone diagram)
• Compare actual versus desired performance

Step 5: Analyze the Cause &
Determine Corrective Action
• Brainstorm possible causes of the problem
• Identify root cause(s). Use:
Cause-&-effect diagram
Why-why (or Why-Because) analysis
• Measure and verify root cause(s)
• Propose solutions using 5W1H

Tips for Step 6: Implement
Corrective Action
• Select solutions that have a significant
impact on the desired results
• Minimize disruptions whenever possible
• Document! Document! Document!

Step 8: Standardize & Follow Up 2
• Identify additional improvements that may
be made for the future
• Present the results to managers and other
teams
• Use the lessons learned to improve the
improvement process itself
• Celebrate the success
• Plan for future projects

"As much as 95% of
quality related
problems in the
factory can be
solved with seven
fundamental
quantitative tools."
- Dr. Kaoru Ishikawa

1. Stratification
• Purpose
To separate different data sources
To collect data separately for different sources
(e.g. by shift, by machine, by location, etc.)
• Involves the use of other basic tools:
Check sheets
Scatter diagrams, etc.

How to Make a Recording Check Sheet
1. Indicate the purpose of the data collection.
2. Decide on how to collect the data.
3. Estimate the total quantum of data.
4. Decide on the check sheet format.
5. Enter the data and draw up the check sheet.
6. Does it meet the objectives? Is it easy to
record? Make improvements as necessary.This document is a partial preview. Full document download can be found on Flevy:

Example: Control Chart
Phase 1 Phase 3Phase 2
Xbar Chart
Data points outside the control limits suggest that there are
special causes to the process deviation

Examples: Run Chart
Run Chart of CONC, COC & Total COQ

Pareto’s Principle (80/20 Rule)
Examples:
• 80% of your profits come from 20% of your customers
• 80% of your complaints come from 20% of your
customers
• 80% of your profits come from 20% of the time you
spend
• 80% of your sales come from 20% of your products
• 80% of your sales are made by 20% of your sales staffThis document is a partial preview. Full document download can be found on Flevy:

How to Construct a Pareto Chart
1. First, information must be selected based on
types or classifications of defects that occur
as a result of a process.
2. The data must be collected and classified into
categories.
3. Then a histogram or frequency chart is
constructed showing the number of
occurrences.This document is a partial preview. Full document download can be found on Flevy:

HIGH
SCRAP OF
BARCODE
LABELS
MAN MACHINE
MATERIAL METHOD
Handling
Wrinkled
Torn
Improper
training
Machine
Breakdown
Ineffective
adhesive
Illegible
Smear
Printwheel Dirty
Worn Ribbon
Design of label
Damage
Poor printing
Improper storage
Wrong orientation
Process changes
Improper storage
Size of label
Process changes
Example 1: Cause and effect diagram used in solving the
problem of “High Scrap of Barcode Labels”

Cause & Effect: Considerations
• Differentiate between symptom, cause and
solution; only cause should be used to develop
diagram
Symptom: “We are way too busy”
Cause: “Lack of Documentation”
Solution: “Assign someone to do documentation”
• Think in negative terms when brainstorming
• Best used with team that has expertise to
represent entire problem

How to Create a Histogram
1. Collect data and sort it into categories.
2. Then label the data as the independent set or the
dependent set.
The characteristic you grouped the data by would be the
independent variable.
The frequency of that set would be the dependent variable.
3. Each mark on either axis should be in equal
increments.
4. For each category, find the related frequency and make
the horizontal marks to show that frequency.

How to Construct a Scatter Diagram
1. First, collect two pieces of data and create a
summary table of the data.
2. Draw a diagram labeling the horizontal and
vertical axes.
It is common that the “cause” variable be labeled on
the X axis and the “effect” variable be labeled on
the Y axis.
3. Plot the data pairs on the diagram.
4. Interpret the scatter diagram for direction and
strength.

Brainstorming Considerations
1. Make sure everyone understands and is satisfied with the central
question before you open up for ideas.
2. You may want to give everyone a few seconds to jot down a few
ideas before getting started.
3. Begin by going around the table or room, giving everyone a
chance to voice their ideas or pass. After a few rounds, open the
floor.
4. More ideas are better. Encourage radical ideas and piggybacking.
5. Suspend judgment of all ideas.
6. Record exactly what is said. Clarify only after everyone is out of
ideas.
7. Don't stop until ideas become sparse. Allow for late-coming ideas.
8. Eliminate duplicates and ideas that aren't relevant to the topic.

Gantt Chart
• Purpose
To show the actual time to spend in tasks
• When to use
When planning, to show actual calendar time spent in
each task
When planning work for several people
To track progress of work against scheduled activities
To show who does what and when
To communicate the plan to other people

Pareto Chart of Scrap in XT3120 Production
Example of QC Storyboard
0
10
20
30
40
50
60
Labels Balance
Weight
Gasket Screws Others
PercentofScrap
Type of Part Scrapped
Types of Scrap in XT3120 Production
Labels form the largest group of scrap.
But which particular label is the highest?

Identify the Magnitude of Causes
Domain Defects Causes % % Total
Method Out of position Wrong orientation/process changes 52 52
Machine Print illegible Smear 1
Worn printer ribbon 5
Printwheel dirty 23 29
Man Print illegible Contamination/dirty 2
Damage Fold/torn 10 12
Material Damage Handling/delivery 2 2
Example of QC Storyboard

Session 6:
Project Reporting Using A3
Storyboard

Why Use the A3 Storyboard Format?
• Enhances logical thinking
• Enhances decision-making
• Provide standardized method of
communication
• Focuses on problem solving activities
• Eliminates waste
A3 storyboard ties to Lean Thinking initiatives

1
2
4
3
5
6
7
A3 Storyboard Format

Example 3

10 Common Mistakes 1
1. Project is not aligned to organization’s
objectives
2. Not agreeing on the goal or outcome
3. Trying to “boil the ocean”
4. Not utilizing the power of the Gemba
5. Not measuring the performance metricThis document is a partial preview. Full document download can be found on Flevy:

Critical Success Factors 2
5. Use the Pareto chart to ensure that you
get the most bang for the buck
6. Validate the root causes
7. Ensure project handover is thorough and
the improved performance is sustainable
8. Celebrate success; recognize the team

Appendix

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PDCA Problem Solving Tools & Technique