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Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin
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Page 1: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Continuous ImprovementContinuous

Improvement

Check Do

Act Plan

Time

Qua

lity

leve

l

Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

Page 2: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Lead a Plan-Do-Check-Act (PDCA) process improvement initiative.

Use quality tools for analysis and problem solving.

Compare and contrast the corporate programs for quality improvement.

Learning Objectives

Page 3: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Foundations of Continuous Improvement - Customer Satisfaction

- Management by Facts- Respect for People

Plan-Do-Check-Act (PDCA) Cycle

Problem Solving (10 steps)

Quality and Productivity Improvement Process

Page 4: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 5: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Check Sheet

Month Lost Departure Mechanical Overbooked Other Luggage Delay January 1 2 3 3 1 February 3 3 0 1 0 March 2 5 3 2 3 April 5 4 4 0 2 May 4 7 2 3 0 June 3 8 1 1 1 July 6 6 3 0 2 August 7 9 0 3 0 September 4 7 3 0 2 October 3 11 2 3 0 November 2 10 1 0 0 December 4 12 2 0 1

Total 44 84 24 16 12

Page 6: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 7: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Run Chart

0

2

4

6

8

10

12

14

1 2 3 4 5 6 7 8 9 10 11 12

Months

De

pa

rtu

re D

ela

ys

Page 8: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 9: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Histogram of Lost Luggage

0

0.5

1

1.5

2

2.5

3

3.5

1 2 3 4 5 6 7

Occurrences per Month

Fre

qu

en

cy

Page 10: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 11: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Pareto Chart of Problems

0102030405060708090

DepartureDelay

LostLuggage

Mech. Over-booked

Other

Number of Problems

8-11

Page 12: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Pareto Analysis of Flight Departure Delay Causes

Cause Percentage of Incidents

Cumulative Percentage

Late passengers 53.3 53.3

Waiting for pushback 15.0 68.3

Waiting for fuel 11.3 79.6

Late weight and balance sheet

8.7 88.3

Page 13: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 14: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Flowchart at Departure GatePassengerArrives at

Gate

Wait for row call

Proper

BoardingPass

Directed toAppropriat

eGate

OversizeCarry-on

CheckLuggage

PassengerBoards Aircraft

Yes

Yes

No

No

8-14

Page 15: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 16: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Cause-and-Effect Chart for Flight Departure Delay (Fishbone Chart)

8-16

Page 17: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 18: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Scatter Diagram

0

2

4

6

8

10

12

0 1 2 3 4 5 6 7

Late Passengers

De

pa

rtu

re D

ela

ys

Page 19: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Quality Tools

Check SheetRun ChartHistogramPareto ChartFlowchartCause-and-Effect DiagramScatter DiagramControl Chart

Page 20: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

60

70

80

90

100

Per

cen

tag

e o

f fl

igh

ts o

n

tim

e

expected

Lower Control Limit

1998 1999

n

pppUCL

1(3

n

pppLCL

1(3

Control Chart of Departure Delays

Page 21: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Marriott Personnel Programs

Zero Defects (Crosby)

Deming’s 14 Point Program

Malcolm Baldrige Quality Award

ISO 9000

Six-Sigma

Corporate Programs for Quality Improvement

Page 22: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Six Sigma DMAIC Process Steps

Step Definition

Define Define project objectives, internal and external customers

Measure Measure current level of performance

Analyze Determine causes of current problems

Improve Identify how the process can be improved to eliminate the problems

Control Develop mechanisms for controlling the improved process

8-22

Page 23: Continuous Improvement Check Do Act Plan Time Quality level Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

The Seven-Step Method (SSM)

Step 1: Define the project

Step 2: Study the current situation

Step 3: Analyze the potential causes

Step 4: Implement a solution

Step 5: Check the results

Step 6: Standardize the improvement

Step 7: Establish future plans


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