TOOLS OF TQM

INTRODUCTION
 Data-Driven Methodology
 Data generated by processes
Statistical interpretation

Seasonal
5 variations
1 2 3 4 5
A 21 16 27 32 43
0
B 17 41 13 21 23 New
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
C 54 25 25 23 12 Technology
THE ‘SEVEN SIMPLE TOOLS’
 Flowcharts
 Cause and Effect (Ishikawa / fishbone)
Diagrams
 Check sheets
 Pareto Charts
 Histograms
 Run Charts and Control Charts
 Scatter plots and Correlation Analysis
FLOWCHARTS
 Remember system theory: (Input,
Output, customer supplier and their
interactions).
 Divide complex processes into simple
sub-processes.
 A Qualitative tools
Patient Transport Process Example

Request Log & prioritize Dispatch Take patient to

made request transport X-ray

Doctor determines Information taken Required

Transporter
patient needs X-ray & request is equipment is
arrives on ward
logged found
Patient transferred
Ward contacts
Request from bed
dispatcher Transport is
prioritized
dispatched Patient taken to
X-ray
Types of Flowcharts
 LAYOUT FLOWCHART
Example Staff movement

 DATA FLOW DIAGRAMS

leave approval process
ISHIKAWA DIAGRAMS
 Also known as Fishbone or Cause-and-
Effect Diagrams
 Non-quantitative tools (Qualitative)
 Sometimes called the 5M Diagram (Men,
Machine, Materials, Measurements and
methods)
ISHIKAWA DIAGRAM
Cause-and-Effect Diagram

Measurements Materials Men

Effect

Environment Methods Machines

CHECKSHEETS
 Central tool for Quality Assurance
programs
 Specially useful for operational procedures
 Could be derived from the flowchart and
fishbone diagrams
Example check sheets
Patient Transport Problem Sheet

Area: Ward 3b Period: June 1996

Type Tally Subtotal

Equipment broken IIIII 5

Patient not ready IIIII II 7

Not enough staff III 3

Patient having another exam etc. IIIII IIIII II 12