Process

1. QUALITY TOOLS &
TECHNIQUES
Q T T
INTRODUCTION TO PROCESS & PROCESS
MANAGEMENT
By: -
Hakeem–Ur–Rehman
IQTM–PU 1

2. CHANGING SCOPE OF
“QUALITY”
TO
ORGANIZATIONAL
FROM
PERFORMANCE
Products, Processes,
PRODUCT Systems, Departments
QUALITY

3. EVOLUTION OF QUALITY
FIELD
TQM+ – Wave II
TQM – Wave I Lean Six
Sigma
HRM
QA Six Sigma
GROUP
ISO9000 DYNAMICS
QC Teams Knowledge
SPC Mgt.
OPR MGT. Efficiency
Quality
BPR IT
Circles
Inspection/
TPM
Testing
Metrology JIT/MRP
Product Insp. to Process to System to Culture to Performance
Control (Opr Mgt ) Change
3

4. WHAT IS A PROCESS?
A PROCESS is a logical, related, sequential (connected) set of activities that takes an
input from a “supplier”, adds value to it, and produces an output that goes to the
“customer”.
Process
Inputs Outputs
Flow units Goods
(raw material, Resources: Labor & Capital Services
customers)
The Process View of an Organization
 An Input-Process-Output (IPO) diagram, also known as a general process diagram,
 provides a visual representation of a process by defining a process and demonstrating
the relationships between input and output elements.
 The input and output variables are known as „factors‟ (X) and „responses‟ (Y) ,
respectively.
INPUTS OUTPUTS
Data Entry Method
Time to complete a bill
Amount of Personnel
Training BILLING
Number of errors / bill
Method for obtaining bill
PROCESS
from information 4

5. KPIVs & KPOVs
X1 , X2 , X3 KPIVs PROCESS KPOVs Y1 , Y2 , Y3
PRINITING KPOVs
KPIVs
PROCESS
X1 =Ink Viscosity Y1 =Mis-registration
X2 =Machine Speed Y2 =Faded Color
X3 =Paper Weight Y3 =Spots
X4 =Paper Gloss Y4 =Poor adhesion
X5 =Formulation Y5 =Over coloring

6. PROCESS FLOW DIAGRAM
(FLOW CHART)
 A Flowchart is a diagram that uses graphic symbols to represent the
nature and flow of the steps in a process / system.
 Deciding when & where to collect data
FEW SYMBOLS USED IN FLOW DIAGRAM
Process Symbol
“An Operation or Action step” Database Symbol
“Electronically Stored Information”
Terminator Symbol
“Start or Stop Point in a process”
Flow Line
Inventory / Buffer
“Raw Material / Finished Goods Storage” Decision Point
Inventory / Buffer
“Partial Finished Goods
“Work In Process” Storage” Document Symbol
“A Document or Report”

7. PROCESS FLOW DIAGRAM
(Cont….)
1.What you THINK it is …
2.What it ACTUALLY is…
3. What it SHOULD be…

8. PROCESS MAPPING LEVELS
 LEVEL–1: The Macro Process Map, sometimes called a Management Level
or viewpoint.
 LEVEL–2: The Process Map, sometimes called the worker level or
viewpoint. This example is from the perspective of the pizza chef.
 LEVEL–3: The Micro Process Map, sometimes called the Improvement
level or viewpoint. Similar to a level–2, it will show more steps and tasks
and on it will be various performance data; yields, cycle time, value and
non-value added time, defects, etc.
8

9. TYPES OF PROCESS MAPS
THE LINEAR FLOW PROCESS MAP
As the name states, the diagram shows the process steps in a sequential flow,
generally ordered from an upper left corner of the map towards the right side.
THE DEPLOYMENT FLOW or SWIM LANE PROCESS MAP
The value of the swim lane map is that is shows you who or which department is responsible for
the steps in a process. This can provide powerful insights in the way a process performs. A
timeline can be added to show how long it takes each group to perform their work. Also each
time work moves across a swim lane, there is a “Supplier – Customer” interaction. This is
usually where bottlenecks and queues form. 9

10. TYPES OF PROCESS MAPS: SIPOC DIAGRAM
Suppliers Inputs Process Outputs Customers
2)a. What is the
start of the
process?
6) Who are the 5) What are 3) What are 4) Who are the
Suppliers of the the Inputs of 1) What is the the outputs of customers of the
Inputs? the Process? process? the process? outputs?
2) b. What is the
end of the
process?

11. TYPES OF PROCESS MAPS: SIPOC DIAGRAM
 Example SIPOC Diagram of Husband making wife a
cup of tea.

12. ORGANIZATION’S
OUTPUT Vs OUTCOME
OUTCOME
Quality of Sales
COMPANY
Quantum
of Sales
OUTPUT

13. Quality
Objectives
EXAMPLE
OUTPUT OUTCOME
POST OFFICE  Number of Letters  Delivery Rate
 Number of Post Offices  Damage Rate
 Number of Transactions  Transactions/day/person
UNIVERSITY  Number of Students  Graduate Competency Rate
 Number of Teachers  Job Placement Rate
 Number of Programs  Difference in Market Salary
 Number of Branches  % of Satisfied Graduates
 % of Satisfied Employers
PRODUCTION  Number of items Produced  % Defectives / Rejected
DEPT.  Types of Product Produced  Cost of Production/item
 Number of items/unit time
TESTING  Number of tests  Measurement Error %
DEPT.  Types of Tests  Delays of tests
 Cost of unit test
HRD  Number of persons hired  Core Competence
 Number of Trainings  Duration of vacant posts
 % of Poor Hiring

14. QUESTIONS
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