Quality circles

Quality circles

1. CAUSE-EFFECT DIAGRAM

   • The Cause and Effect Diagram is used to identify the possible causes of a specific problem. The graphical nature of the diagram allows groups to organize large amounts of information about the problem and determine exactly the possible causes.
     • It is built following the following steps: 1. Develop a clear statement of the problems. 2. Draw the fish skeleton diagram by placing the problem in the box on the right. 3. Identify the categories, contributing factors or main causes (the most common used are: equipment, method, personnel, user, although you can place other categories according to the problem that is being worked such as: management and environment among others) and graph the large oblique spines to the central arrow or skeleton. 4. Plot the main causes in obliques to the center arrow. 5. When it is possible to determine the causes of 2nd and 3rd level according to each element analyzed, they are plotted as oblique to the categories.

2. Deming cycle

   • The Deming cycle is a system that seeks the constant optimization of business activities through four stages. Once the last stage is reached, the company must start over, thus promoting a continuous self-evaluation that allows it to identify opportunities for improvement in each process.
     • Deming Cycle Stages
       • plan
       • Do
       • Check
       • Act

3. KANBAN

   • Kanban is a visual system for managing work as it moves through a process. Kanban visualizes both the process (the workflow) and the actual work going through that process. The goal of Kanban is to identify potential bottlenecks in the process and resolve them so that work can flow through the process cost-effectively and at optimal speed or throughput.
     • FUNCTION OF THE KANBAN
       • Today, Kanban boards are mostly virtual boards with columns representing the stages of work (although you can still draw Kanban boards on white boards and track work with post-it notes!). On a board, a "Kanban card" represents a task, and this task card advances through the stages of the work as it is completed. Teams using a Kanban system tend to collaborate on a single Kanban board, although tasks are usually assigned to individual team members.

4. Quality methodology

   • stages of quality
     • 1.Artisanal stage. ... It consists in doing things well at any price. The objective of the craftsman was personal satisfaction and that of the buyer. No matter how much time or money it cost.
     • 2. Industrialization stage.... The concept of quality was replaced by that of production. This refers to doing many things and regardless of the quality of the product. The objective was to satisfy the demand for goods, since in the past products were scarce, as well as to increase profits.
     • 3. Inspection stage.... At this stage they prioritized meeting customer specifications over the quantity of products manufactured. They increased production with the production line but it caused failures in the process and there were a lot of defects in the products and dissatisfied customers.
     • 4. Statistical process control .... Thanks to the previous situation, it was necessary to invest less in inspection and more in preventing defects. This would be done by identifying or rejecting products at each stage before reaching the final stage. These variables were controlled to keep them within a tolerance range:
       • Frequency
       • Pressure
       • Temperature
       • Humidity
     • 5. Quality assurance .... There were still problems with product life, and it was all due to product design. The specifications were unfeasible as there were no means available to make them. It became necessary to adjust the entire process to the available means to ensure product reliability and shelf life.
     • 6. Continuous improvement ... It takes into account the needs of the market and the consumer based on specifications that ensure the quality of the product and the benefits of the consumer; based on the 5s. It allows to get what the customer is looking for, what is programmed, to manufacture the same and to look for the total quality.

5. 5 s

   • The "5S" are the initials of five Japanese words that name each of the five phases that make up the method:
     • 1 Seiri- Clasificación-Sorting: Identify and separate unnecessary materials and discard them.
       • 2 Seiton- Orden-Order: The necessary materials are located and identified so that they can be easily and quickly found, used and replenished.
         • 3 Seiso- Limpieza-Cleaning: Sources of dirt are identified and eliminated to ensure that they are always in perfect condition.
           • 4 Seiketsu- Estandarización-Standardization: Its objective is to distinguish a normal situation from an abnormal one by means of simple rules that are visible to all.
             • 5 Sheitsuke- Disciplina-Discipline: Consists of working permanently according to the established norms.
   • Advantages
     • Improved productivity Improved working conditions Increases safety Reduces time losses Improves the quality of products and/or services

6. Customer Service Fundamentals

   • NATURE AND QUALITY OF SERVICES
     • First you have to know that it is a service. A service is a set of activities that seek to respond to the needs of the client, are intangible, are obtained through interaction between the consumer and worker in order to satisfy a need. The consumer judges what he perceives and how he perceives it, these two influence the opinion that the consumer will have.
       • The Nature of the Services refers to the attributes that characterize the service Intangibility (cannot be touched), security, speed, effectiveness, etc. Inseparability, the person providing the service is part of the service.
       • Concept of Quality of Services. Quality of service consists of meeting the expectations that the client has about how well a service meets their needs. Components of quality in service. Reliability. The ability to deliver the service safely, accurately, and consistently.
       • This conceptualization shares with the previous ideas of Deming and Juran the principle that the important thing in quality is the orientation towards the client, although now quality is defined and measured in terms of perception of quality by the client and not by the company, assuming that quality resides in the eyes of those who contemplate it.
     • What is service?
       • A service is an activity or a series of activities carried out by a provider with the purpose of satisfying a certain customer need, its basic characteristics are intangibility, heterogeneity, inseparability and perishability.
     • DIMENSIONS OF THE QUALITY OF SERVICE
       • It establishes that the satisfaction (or dissatisfaction) of a customer is determined by the impression that he experiences after a purchase, as a result of the disagreement, positive or negative, between the expectations of the customer and the feelings derived from his experience.
       • Dimensions of Service Quality (attributes): it is composed of several attributes or dimensions both objective and subjective. For example, in a customer service, some attributes are fundamental such as: Availability, Accessibility, Courtesy, Agility, Trust, Competence, Communicability.

7. POKA YOKE

   • The poka-yoke method is a Japanese technique used to avoid mistakes in a company's operations. Its translation means "error-proof" or "avoid inadvertent errors". The 3 principles of poka-yoke
     • The principles of the methodology include:
     • Mistakes are inevitable; The defects are not.
     • The error must be detected before it becomes a defect.
     • The best tool to prevent a defect is the one that manages to isolate the source of the problem.

8. FLOW CHART

   • The flowchart or flowchart or activity diagram is the graphical representation of an algorithm or process. It is used in disciplines such as programming, economics, industrial processes and cognitive psychology.
   • The following are actions prior to the realization of the flowchart:
     • Define what you expect to get from the flowchart.
     • Identify who will use it and how.
     • Set the required level of detail.
     • Determine the limits of the process to be described.