持续改善-七步法课件

7-StepProcess

for

ContinuousImprovementprayerclairvoyancecopyimitationtheftconsultationdelegationnegotiationjustwaitingdeceivinghidinglyingpassing-the-buckconfusingfingerpointingtransferringrandomtrial-and-errorguessaccidentchancelucksystematicgutfeelthe"ins"innovationinsightinventioninspirationintuitioninstinct"otherworld"othersrealworldinnerselfPROBLEMPDCA7StepsShibaWVOptionstoProblemSolvingPDCAandthe7StepsPDCA7Steps7QCToolsPLAN1.Selectatheme2.Collectdata3.AnalyzecausesChecksheet,graph,histogram,scatterdiagram,Paretodiagram,cause-and-effectdiagram,flowchartDO4.PlanandimplementsolutionFlowchartCHECK5.EvaluateeffectsChecksheet,graph,histogram,scatterdiagram,Paretodiagram,

cause-and-effectdiagramACT6.Standardize

7.ReflectonprocessFlowchart(providesrepetition)(providesprocess)(providestools)runchart/controlchartCAUSE&EFFECTDIAGRAMISHIKAWASCATTERDIAGRAMFLOWCHARTTheBasicToolsGRAPHHISTOGRAMCONTROLCHARTPARETODIAGRAMCHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDELEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep1:ThemeSelectionStep1:ThemeSelectionFocusonweaknessThoroughlyexploretheproblemCarefullyselectthethemeClearlystatethethemeFocusonWeaknessWeaknessisdifferencebetweencurrentsituationandtargetWeaknessorientationfocusesoneliminatingweaknessasbasisofimprovement(closingthegap)Focusonfacts,processes,androotcausesCurrentTargetWeaknessCustomerneedActualperformanceWeaknessThoroughlyExploretheProblemUnderstandthecontextforproblemsolvingConsiderprocessdiscoveryUnderstandthecustomer“WhatamIprovidingmycustomer?”“Whatwillsatisfymycustomer?”Understandtheprocess“WhatamIdoing?”“HowamIdoingit?”“Jump-Up”andask“WhyamIdoingthis?”CarefullySelecttheThemeConsidertheseissues:DifficultyofsituationSenseofachievementtobegainedUrgency/impactQuicknessofsolutionThemeshould:Havechallenginggoals;nottoochallengingBeimportantCreatesenseofurgencyBesolvableinfairlyshorttimeframe(3-4months

isbest)MotivateteammembersFostercontinuousimprovementThemeSelectionMatrixLOW==MEDIUM=HIGHPossiblesymbolstouse:THEME1THEME2THEME3THEME4Selection

CriteriaPossibleThemesUrgencyEaseofDataCollectionEaseofPotentialImplementationSpeedofImplementationBenefittoCustomerClearlyStatetheThemeHaveweaknessorientationHavemarket-inorientationStateasaproblem,notasolutionStateintermsofresults,notasolutionStateasasingleproblem,notseveralChoosewordscarefullyWell-definedProperlevelofabstractionMulti-valuedorientationStrengths/WeaknessesChartSTEPSTRENGTHSWEAKNESSES1234567Step1:ThemeSelection-ReflectionCaseStudyStep2Step3Step4Step5Step6Step7Step1ThemeSelection7StepCaseStudyStep2:DataCollection&AnalysisLEVELOFEXPERIENCELEVELOFTHOUGHT7.REFLECTONPROCESS6.STANDARDIZE5.EVALUATEEFFECTSIMPLEMENT3.ANALYZECAUSES2.COLLECTDATA4.PLANSOLUTIONAND...1.SELECTTHEMEEXPLOREESSENTIALSFORMULATEPROBLEMSENSEAPROBLEMDATAIDATAIIIDATAIIStep2:DataCollectionandAnalysisDefineyourdatacollectionprocessDataappropriatetoprocessMulti-variabledata(4W’s)AnalyzethedataStratification(4W’s)GraphicsFocusondeviationDrawalogicalconclusionBasedonfactsFocusonvitalfewUsestandardtoolsHISTOGRAMCONTROLCHARTPARETODIAGRAMCHECKSHEETxxxxxxxxxxxxxxxxxxxxxxxxxxxxABCDEFrequentlyUsedDataCollectionToolsGRAPHChecksheetAchecksheetisatoolforsystematicallycollectingdataortabulatingcollecteddataTypesofinformation:Datacollectionprocess(e.g.,date,time,collector’sname)Variablesassociatedwiththedefects(e.g.,producttype,machinenumber,shift)TypeofdefectParetoDiagramConclusion:Timecustomerwaitsbeforeorderistakenislargestsourceofcustomercomplaint.%TimebeforeorderTimetowaitforcheckTimebeforefoodservedTimebeforedessertservedOtherComplaints20-10-30-TimetobeseatedTimebeforehost/essgreets10040-502575AtlanticAvenueRestaurantWeekof5/8/89CustomerComplaintsStep2:DataCollection-Reflection•HOWWASDATACOLLECTED?-WASTHESAMPLESIZE

SUFFICIENT?-WASACHECKSHEETUSED?-ISTHEDATAMULTI-VARIABLE?•WASTHEMETHODOLOGY

DOCUMENTED?•ISTHEDATAAPPROPRIATETOTHEPROCESS•WASTHEDATASTRATIFIED

TOHELPFOCUSTHEDATA

COLLECTION?•WERETHETOOLSCORRECTLY

USEDANDPRESENTED?•WERELOGICALCONCLUSIONS

DRAWNFROMTHEDATA?COMMONMISTAKESNON"RAW"DATAWASUSEDSAMPLE"N"LESSTHAN50ORMORETHAN100SINGLEVARIABLEDATADATANOTSTRATIFIEDPARETONOTUSEDTOOLSUSEDINCORRECTLYPARETODRAWNINCORRECTLY:-POORLYLABELED-GAPSBETWEENBARS,-MISSINGUNITORCUM%SCALES-"BAR"TOADDRESSNOT

HIGHLIGHTED-CONCLUSIONSNOTSTATEDNOCONCLUSIONMADEREFLECTIONQUESTIONSCaseStudyStep2Step3Step4Step5Step6Step7Step1DataCollection&Analysis7StepCaseStudyLEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep3:CausalAnalysisStep3:CausalAnalysisCreatecause-and-effect(Ishikawa)diagramfromParetoInvestigatecausesthoroughlyDrawunderstandableconclusionsParetodiagramGFEDCBAH150100%Cause-and-effectdiagramFromParetotoCause-and-EffectDiagram(Conclusion)(Date)(Step#)(Contributors)Whydefects?1stWhy2ndWhy3rdWhy4thWhy5thWhyPoliciesProceduresPeoplePlantABDCAsk“why”5times4Msand4PsConstructingtheCause-and-EffectDiagramEnumeratepossiblecausesEvaluateforcompletenessandtodeterminestrengthofrootcause(s)Verifyexistenceofrootcause(s)GuidelinesForGeneratingPossible

Causes(Factors)StateanswersclearlyUsemodifiersPasttenseMulti-valuedstatementwherepossibleOneidea/causeperstatementAnswer“why”questionwithacausalanswer(avoidcategorization)ExplorethemeaningofanswersdeeplyDon’tacceptwithoutunderstandingRewordanswersappropriatelyReformatbranchesifnecessaryAddnewdatatodiagramovertimeifpossibleGuidelinesForGroupParticipationAcceptoneideaatatimeAcceptallideasNodebate-askquestionsforclarificationonly-rewritelabelstoincorporatetheclarificationUseaconsistentmethodicalapproachEnsureconstructioniscompleteDeterminewhichrootcausestoverifySTEP#1A. Startingateachrootcause,workupthechainofcauseandeffectB. Wherethelogicbreaksdownorisincomplete,amendbyrestatingand/oraddingnewanswersSTEP#2A. Startingattherootcause,evaluatetheimpactontheeffectattheheadofthefishbone-evaluateandindicatethestrengthofallthecauses.Rankthecauses(low-med-hi)B. Forallhighimpactcauses,repeat“A”,ifnecessary,toidentifythevitalfewrootC. ChoosemeasurablerootcausestoverifyEvaluatingtheCause-and-EffectDiagramVerifyingRootCausesCollectdataonrootcausesUseruncharts,Paretos,graphs,scattergrams,etc.todeterminestrengthofcorrelationbetweenrootcauseandproblemIfverificationfailstovalidatechoices,returntodiagramandchoosenewrootcausestoverifyStep3:CausalAnalysis-ReflectionCOMMONMISTAKES•ISTHEISHIKAWA"EFFECT"

TAKENFROMTHEPARETO?•WEREENOUGHPOSSIBILITIES

FORTHECAUSES(MAJOR

ONES)INVESTIGATED?-4‘P’sOR5‘M’sCONSIDERED-ASKEDWHY5TIMES•DIDTHEDATAWARRANTMORE

THANONEFISHBONE?•HOWWERECONCLUSIONS

REACHED?WASTHEREAN

EVALUATION?•WERETHECONCLUSIONS

VERIFIED?•ISTHEREASEPARATE

CONCLUSIONFOREACH

FISHBONE?NORELATIONSHIPTOSTEP2(PARETO)NOTFOCUSEDONONEEFFECTHEADOFFISHBONEDOESN'TSTARTWITH"WHY"HEADOFFISHBONEISNOTAN"EFFECT"ISHIKAWADRAWNINCORRECTLY:-HEADNOTONRIGHT-MAJORBRANCHESNOT

BOXED-MAJORBRANCHESNOT

DRAWNFROMLEFTTORIGHTANGLE-TOOTHIN(ASKED"WHY"

ONLY1-3TIMES)-ROOTCAUSESNOT

HIGHLIGHTEDVERIFICATIONMETHODSANDDATANOTPROVIDEDREFLECTIONQUESTIONSCaseStudyStep2Step3Step4Step5Step6Step7Step1CausalAnalysis7StepCaseStudyLEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSStep4:SolutionPlanning&ImplementationSENSEAPROBLEMLEVELOFEXPERIENCEStep4:SolutionPlanningandImplementationSelectandplansolutionImplementsolutionSelectSolutionandPlanImplementationFocusontheprimaryrootcausesFocusonsolutionwhichyoucanimplementDon’ttrytofixeverythingatonceInvolvethosewhowillbeaffectedRunacontrolledexperiment(pilot)SelectingaSolutiontoOneRootCausePRIMARYROOTCAUSE:__________________SelectionCriteria123nMEDIUM2OR3HIGH3OR5===LOW1POSSIBLESCORINGSCALES:SCORINGVALUESAlternativeSolutionsFeasabilityEffectivenessTotalEvaluatingProblem-SolvingDifficultyEquipmentMethodsHumanBehaviorYou&OthersMODERATELYDIFFICULTMODERATELYDIFFICULTVERYDIFFICULTYouDIFFICULTEASYEASYOthersDIFFICULTDIFFICULTVERYDIFFICULTAreaofProblemDataCollection/PotentialSolutionImplementationSolutionImplementationUsethe4Ws,1HchartWHATWHENWHEREWHOHOWStep4:SolutionPlanning

&Implementation-ReflectionCOMMONMISTAKES•DOESTHESOLUTIONADDRESS

THEROOTCAUSE(S)?•ISTHESOLUTIONAREVERSE

OFTHEROOTCAUSE(S)?•WEREALTERNATIVE

SOLUTIONSCONSIDERED?•CANTHESOLUTIONBE

CARRIEDOUTBYTHETEAM?•WHERETHOSEWORKING"AT

THESITE"INVOLVEDINTHE

SOLUTIONPLANNING?•ISTHEIMPLEMENTATIONPLAN

DETAILED?-WHAT,WHEN,WHERE,WHO,HOW•WASSOLUTION"PILOTED"?•WASQUICKFEEDBACK

OBTAINEDANDANALYZED?•DOESMANAGEMENTACCEPT

THESOLUTION?NO"SITE"INVOLVEMENTINSOLUTIONNOIMPLEMENTATIONPLANONLYONESOLUTIONEXPLOREDNOEXPERIMENTSCONDUCTEDQUICKFEEDBACKNOTOBTAINEDSOLUTIONNOT"LOCAL"SOLUTIONNOTDOCUMENTEDMATRIXORTREENOTUSEDFORDETAILEDSOLUTIONSREFLECTIONQUESTIONSCaseStudyStep2Step3Step4Step5Step6Step7Step1SolutionPlanning&Implementation7StepCaseStudyLEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSSENSEAPROBLEMLEVELOFEXPERIENCEStep5:EvaluationofEffectsStep5:EvaluationofEffectsConfirmimprovement(before-and-aftercomparison)EvaluateallsubsequenteffectsMeasureimprovementgainsovertime80602040ABCDEOthersCBADEOthers4060800100%1601501005010015010050TotalEffect“XFewerDefects”EffectonRootCause“YFewerDefects”Sept.1-Oct.31June1-July312Before-and-AfterParetoDiagramsMeasureImprovementGainsOverTimeTeamsshouldcontinuetotrackimprovementevenaftertheyevaluatethepilotArunchartisanexcellentwayofdisplayingincidentsofdefectsovertimeStep5:EvaluationofEffects-ReflectionCOMMONMISTAKES•DIDTHETEAMSHOWTHE

EFFECTBYCOMPARINGTOTHE

PARETOINSTEP2?•ISTHETOTALEFFECTOFTHE

SOLUTIONQUANTIFIED?•ISTHEEFFECTSHOWNOVERTIME•ARETHETANGIBLE/INTANGIBLEEFFECTSDOCUMENTED?PARETONOTUSEDTOSHOWEFFECTSPARETOsNOTSHOWNSIDEBYSIDEEFFECTSNOTHIGHLIGHTEDONPARETOWRONGSCALESONPARETOTANGIBLE/INTANGIBLEEFFECTSCHARTNOTSHOWNREFLECTIONQUESTIONSCaseStudyStep2Step3Step4Step5Step6Step7Step1EvaluationofEffects7StepCaseStudyLEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSStep6:StandardizationSENSEAPROBLEMLEVELOFEXPERIENCEStep6:StandardizationRevisethestandard(4Ws,1H,1C)CreateaprocesstodetectfutureproblemsRevisetheStandardInvolveworkersaffectedWhatDocumentationSpecificationsPoliciesFlowchartsWhenWhereWhoHowCheckImplementationofnewstandardMaintenanceofgainsStep6:Standardization-ReflectionCaseStudyStep2Step3Step4Step5Step6Step7Step1Standardization7StepCaseStudyLEVELOFTHOUGHT2.COLLECTDATA3.ANALYZECAUSESEXPLOREESSENTIALSFORMULATEPROBLEM4.PLANSOLUTIONAND...IMPLEMENTDATAIDATAIIDATAIII5.EVALUATEEFFECTS1.SELECTTHEME6.STANDARDIZE7.REFLECTONPROCESSStep7:ReflectiononProcess/NextProblemSENSEAPROBLEMLEVELOFEXPERIENCEStep7:ReflectionAnalyzestrengthsandweaknessesDeterminenextproblemDocumentQIstoryAnalyzeStrengthsandWeaknessesIdentifythecriticaldifficultiesduringtheprocess-usingthetools,etc.IdentifythecriticalstrengthsIdentifythekeythingstheteamwoulddodifferentlyIdentifywhatkeythingstheteam(orteammembers)needstolearntoimprovetheSevenStepProcessDocumentQIStoryStandardpresentationformatPresentedtomanagementDiagnosedbymanagementGuidelinesfordevelopingAbout15-25+overheadsNarrativeof4+pageswithrelevantbackupinformationLogicalflowfromStep1-7(regardlessofteam’sactualprogress)ChecklistfortheQIStoryStep1.ThemeSelectionStateamarket-inthemewithcleartargets-explainwhyit’simportantintermsofcostand/orcustomersatisfactionShowthatthemerelatestoongoingprocessesShowthatthespecificsofthemethodsusedaredescribedShowdata(e.g,graphs,Paretos)Assumeaudienceisacustomernotfamiliarwithyourbusinessanddoesnotunderstandtheproblem-drawflowcharts,definetermsshowpictures,etc.Step2.DataCollection&AnalysisExplainmethodofdatacollection,#ofdatapoints,etc.ShowchecksheetShowthatthedatawasanalyzedfocusingonstratification,graphinganddeviationStep3.CausalAnalysisShowcause-andeffectdiagramsthatrelatetotheproblemareaindicatedinPareto.Highlighttherootcause(s)StateaclearconclusionExplainhowteamverifiedthatrootcausewasreal.ShowParetos,scattergramsifappropriateChecklistfortheQIStoryStep4. SolutionPlanningandImplementationShowsolutionselectionShow“4Ws&1H”chartIdentifyanydeviationfromplanimplementationStep5. EvaluationShowbeforeandafterParetoShowotherchartsindicatingchangeindefectlevels(e.g.runcharts)Showtangible/intangiblebenefitschartStep6. StandardizationShow“4W’s&1H&1C”standardizationplanchartShowcontrolcharts/rungraphstodemonstratetheholdingofthegainsShowhowfutureproblemswillbedetectedStep7. ReflectionShowperformanceagainstplaninGanttchartIdentifywhatsteps/toolsworkedwellandworkedpoorlyDiscusswhatteamlearnedabouttheprocess,whattheywoulddodifferentlyCompletethenarrativetoaccompanyQIstoryCaseStudyStep2Step3Step4Step5Step6Step7Step1RefelctiononProcess7StepCaseStudy7StepsSummary7.ReflectonProcessyesNoStrong?1.SelectTheme6.Standardize_____________4W’s1H1C4.PlanSolutionand_____________4W’s1HExploreProblems_____________CustomerQuestionsProcessFlowChartSelectionMatrix&DataCollection2.DataCollection_____________Checksheet,RunChart,Pareto3.CausalAnalysis_____________Pareto,Ishikawa5.EvaluateEffects_____________Pareto,RunChartProblemStatementImplementSolutionKJLevelofThoughtLevelofExperienceDATAIDATAIIDATAIII7StepProblemSolvingProcessDiagnosticSteps1.ThemeSelectionDefinetheproblem2.DataCollectionandAnalysisExploretheproblemthroughexploration3.CausualAnalysisIdentifyrootcauseoftheproblem7FundamentalquestionsProcessflowdiagramThemeselectionmatrixDesignchecksheetsCollectdataAnalyzedata:Paretos