Programs

Systematic Problem Solving for Sustained Improvements with Quality Tools

Are you prepared to be part of your organization's continuous improvement (CI)?

All CI programs and many standards require a corrective action/improvement process. This program focuses on the concepts, quality tools, methods, and practices you need to apply a fact-based problem-solving process/tools, teamwork, consensus-building, and on-the-job application you need to succeed!

Learning Objectives

• Understand when to use the problem-solving process.
• Organize a problem-solving process, monitor for results, quantify the benefits, and improve the process.
• Design when and how to apply the following quality tools: brainstorming, multi-voting, Pareto analysis, force-field analysis, tree diagrams, affinity diagrams, selection matrices, data selection, check sheets, run charts, flowcharting, mapping work processes, Gantt charts, cause-and-effect-fishbone-diagrams-, histograms, block diagrams, and scatter diagrams.
• Practice working as a team member, building respect for other members, achieving team consensus, and gaining buy-in for creative, fact-based change.

Outline

1. Define
   1. Describe the problem and goal statements in the Project Charter
      1. Define the problem and goal statements
      2. Assure alignment to key business goals/objectives
      3. Form a team and define roles, authority, resources, responsibilities
      4. Secure approval, if needed
      5. Define process boundaries; possible use of a SIPOC
      6. Identify customers and other key stakeholders and requirements/targets
      7. Develop a project timeline; Gantt chart
2. Measure
   1. Study the process and its performance
      1. Develop a Data and Information Collection plan to determine what the team needs to understand
      2. Determine baseline measures and quantify performance gap using:
         Brainstorming, Multi-voting consensus, Flowcharts, Use of data check sheets, corrective action forms, process/audit/ customer information, Bar charts, run charts, Pareto charts
3. Analyze
   1. Determine root causes
      1. Identify and prioritize probable causes using the 5 Why’s, Fishbone and Tree diagrams, Root Cause verification Matrix
      2. Determine the most probable causes
      3. Review the most probable causes
      4. Generate potential solutions
      5. Establish a rating selection criteria
4. Improve (and Implement)
   1. Select the best alternative solution
      1. Tree diagram
      2. Brainstorming and multi-voting consensus
      3. Affinity diagram
      4. Scatter diagram
      5. Selection matrix
      6. Force field analysis
      7. Interviews/ surveys
   2. Develop Implementation Plan
      1. Develop an implementation project plan including resources, timeline, document changes,  communication/training, control plan, monitoring/reporting, audits, and positive and negative consequences
      2. Pilot or test plan
      3. Collect data to determine solution  effectiveness; verify  the performance gap is closed; revise if needed
5. Control
   1. Maintain the gains and standardize
      1. Implement the plan
      2. Capture and share lessons learned and evaluate the impact
      3. Look for opportunities to replicate and new opportunities
      4. Project Closeout
      5. Close out the project charter