Understanding Operations, Logistics and Supply Chain Management

Seminar 4

Source: Heizer, J., Render, B., & Munson, Ch. (2016) Operations Management (12th Global Ed) New Jersey, Pearson Education Inc.
 Today’s Seminar

• Case Study: The Culture of Quality at Arnold

Palmer Hospital
• Mid-Semester Module Review
• Discussion on Essay Plans
 Case Study
► The Culture of Quality at Arnold Palmer Hospital

*Source: Heizer, J., Render, B., & Munson, Ch. (2016) Operations
Management (12th Global Ed) New Jersey, Pearson Education Inc.
 TQM Tools

► Tools for Generating Ideas

► Check Sheet
► Scatter Diagram
► Cause-and-Effect (fish-bone) Diagram
► Tools to Organize the Data
► Pareto Chart
► Flowchart (Process Diagram)
 TQM Tools

► Tools for Identifying Problems

► Histogram
► Statistical Process Control Chart
 Seven Tools of TQM
(a) Check Sheet: An organized method of
recording data

Hour

Defect 1 2 3 4 5 6 7 8

A /// / / / / /// /
B // / / / // ///
C / // // ////

Figure 6.6
 Seven Tools of TQM
(b) Scatter Diagram: A graph of the
value of one variable vs. another
variable
Productivity

Absenteeism
Figure 6.6
 Seven Tools of TQM
(c) Cause-and-Effect (fish-bone) Diagram: A
tool that identifies process elements
(causes) that may effect an outcome
Cause
Materials Methods
Effect

Manpower Machinery
Figure 6.6
 Seven Tools of TQM
(d) Pareto Chart: A graph to identify and plot
problems or defects in descending order
of frequency
Frequency

Percent
A B C D E
Figure 6.6
 Seven Tools of TQM
(e) Flowchart (Process Diagram): A chart that
describes the steps in a process

Figure 6.6
 Seven Tools of TQM
(f) Histogram: A distribution showing the
frequency of occurrences of a variable
Distribution
Frequency

Repair time (minutes)

Figure 6.6
 Seven Tools of TQM
(g) Statistical Process Control Chart: A chart with
time on the horizontal axis to plot values of a
statistic

Upper control limit

Target value

Lower control limit

Time
Figure 6.6
 Questions:
1. Why is it important for Arnold Palmer Hospital to get a
patient’s assessment of health care quality? Does the
patient have the expertise to judge the health care she
receives?
2. How would you build a culture of quality in an
organization such as Arnold Palmer Hospital?
3. What techniques does Arnold Palmer Hospital practice in
its drive for quality and continuous improvement?
4. Develop a fish-bone diagram illustrating the quality
variables for a patient who just gave birth at Arnold Palmer
Hospital (or any other hospital).
Discussion on Essay Plans
Discussion on Essay Plans