SANTIAGO, JASON P.

Total Quality
Management

ENGR. S.V. MENDOZA November 25,2010

An air-conditioning repair department manager has compiled data on the primary

reasons for 41 service calls for the previous week, as shown in the table. Using the
data make a check sheet for the problem types for each customer type and
construct a Pareto diagram for each type of customer.

Job Number Problem/ Job Number Problem/ Job Number Problem/

Customer Customer Customer

Type Type Type

301 F/R 315 F/C 329 O/C

302 O/R 316 O/C 330 N/R

303 N/C 317 W/C 331 N/F

304 N/R 318 NR 332 W/R

305 W/C 319 O/C 333 O/R

306 N/R 320 F/R 334 O/C

307 F/R 321 F/R 335 N/R

308 N/C 322 O/R 336 W/R

309 W/R 323 F/R 337 O/C

310 N/R 324 N/C 338 O/R

311 N/R 325 F/R 339 F/R

312 F/C 326 O/R 340 N/R

313 N/R 327 W/C 341 O/C

314 WC 328 O/C

CHECK SHEET
 CUSTOMER TYPE
PROBLEM TYPE COMMERCIAL RESIDENTIAL

NOISY   13
EQUIPMENT FAILURE   9
RUNS WARM   7
ODOR   12
16 25
FOR RESIDENTIAL:

RESIDENTIAL
PROBLEM TYPE f cf
ODOR 7 7
RUNS WARM 4 11
NOISY 3 14
EQUIPMENT FAILURE 2 16
16

PARETO DIAGRAM

100%

87.5%

68.75%

43.75%
FOR RESIDENTIAL:

RESIDENTIAL
PROBLEM TYPE f cf
NOISY 10 10
EQUIPMENT FAILURE 7 17
ODOR 5 22
RUNS WARM 3 25
25

PARETO DIAGRAM
Prepare a run chart for the occurrence of defective computer monitors based on the
following data, which an analyst obtained from the process of making the monitors.
Workers are given a 15-minute break at 10:15 am and 3:15 pm and lunch break at
noon. What can you conclude?

Interval Number of Interval Number of Interval Number of

Start Time Defects Start Time Defects Start Time Defects
8:00 1 10:45 0 2:15 0
8:15 0 11:00 0 2:30 2
8:30 0 11:15 0 2:45 2
8:45 1 11:30 1 3:00 3
9:00 0 11:45 3 3:30 0
9:15 1 1:00 1 3:45 1
9:30 1 1:15 0 4:00 0
9:45 2 1:30 0 4:15 0
10:00 3 1:45 1 4:30 1
10:30 1 2:00 1 4:45 3

RUN CHART:

CONCLUSION:

I can conclude based on the run chart that before every break period, there is
an increase of number of defects made by the workers. This may be cause of
tiredness of fatigue due to long hours of working. This may be also due to the
workers’ hurry in making or finishing their work before the allotted break time
starts.
 Suppose a table lamp fails to light when turned on. Prepare a simple cause and
effect diagram to analyze possible causes.

MATERIAL
MACHINE
METHOD
NOTMAN
ENVIRON
FORGET
WIRINGS
UNPROPERLY
THERE
BULB
ITS
SOLDERS
PROPERLY
BULB
ISIS
TO
NOT
ARE
NO
ISBE
DICONNECTED
SWITCHED
ELECTRICITY
WORKING
PLUGGED
INSIDE
BUSTED
Table lamp
S
MENT ISON
fails to light
MELTED
Prepare a scatter diagram for each of these datasets and then express in words the
apparent relationship between the two variables. Put the first variable on the
horizontal axis and the second variable on the vertical axis.

a.

Age 24 30 22 25 33 27 36 58 37 47 54 28 42 55
Absentiism Rate 6 5 7 6 4 5 4 1 3 2 2 5 3 1

As seen in the trend line, variable is closely related to each other. The
absenteeism rate is reducing as the person gets older.

b.

Temperature(F) 65 63 72 66 82 58 75 86 77 65 79
Error Rate 1 2 0 0 3 3 1 5 2 1 3

The curve line represents how temperature affects the performance of the
worker. The workers are producing more errors as temperature increases and also
slightly in crease as it goes decrease from the normal temperature.
Prepare a flowchart that describes going to the library to study for an exam. Your
flowchart should include these items as: finding a place at the library to study;
checking to see if you have your book, papers, highlighter and so forth; traveling to
the library; and the possibility of moving to another location if the place you choose
to study starts to get crowded.
 1Find
If
If
ck if you have your
N
Y Finish
Stop a Travel
place
Ifplace
still
Startyou
book, studying,
want
find
get at
Study
to
a the
to thehighlighter
crowded
papers,place
studylibrary
library
Go awayto study
and so forth