100-Metodos-de-Qualidade-Total

DATA COLLECTION, ANALYSIS AND DISPLAY 205
Example
A company noticed that there was an apparently random problem with the
dispatch of faulty products. This could not easily be traced to shifts,
products or times. The problem-solving group drew an outline flowchart as
shown in Figure 1 (on page 206). The two parts of the department then
drew their detailed flowcharts for their own part of the process. The
detailed flowchart for the second part is shown in Figure 2 (on page 207).
When the detailed information was colIected, it became apparent that
specifications were missing for key quality characteristics. This led to
different operators interpreting the requirements in different ways and
therefore the apparently random pattern. The group was able to put in
place the missing information and the problem disappeared.
Reference
G. Born (1994) Process Management to Quality Improvement. New York: Wiley.