100-Metodos-de-Qualidade-Total

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DATA COLLECTION, ANALYSIS AND DISPLAY 221 Method 96 Tally charts Purpose To collect data when the value of a defect or problem is important. When to use Either during problem definition when you are collecting data to find out what is happening, or when you have implemented a solution and you are collecting data to monitor the new situation. How to use There are five simple steps to draw a tally chart: 1 Agree the data to be collected. This step is vital: you cannot analyse data that have not been collected. 2 Design the tally chart. Type of call Stationery I've done it wrong How do I . .. ... ? Soft crash Other soft Can I have .. .. ..? Code numbers Hardware Other int. Other ext. Total Tally \ I I I lJ.+( \ III M .JIotf I )M' I J.A-r wf .Atf J..tI1' 1\\ II I Pif I I \\ I Frequency 9 9 11 6 5 5 13 3 6 4 71 Figure 1 Tally chart analysis of telephone calls
222 100 METHODS FOR TOTAL QUALITY MANAGEMENT 3 Test the chart using someone who has not been involved in the design. Get him or her to use the chart without assistance. If necessary, modify the chart. 4 Design a master tally chart. If more than one person is to be involved in data collection, you will need to bring together all the data collected. The way to do this is to use a master chart. S Collect the data. Benefits By establishing the facts about the value of failures, a team can plan to identify the causes of failure and look for ways of removing them. Actions are taken on the basis of evidence, not feeling. Tally charts are an excellent way of involving people in all areas in quality improvement. They provide a simple method of data collection that can be easily understood and applied in office and work areas. Often, there are simple ways to draw tally charts without asking people to record the results. Marbles or golf balls can be used to record events very simply. Example The tally chart shown in Figure 1 represents the results of an analysis of calls to a company's computer help desk. The data were used to assist in the design of induction training.
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100 METHODS FOR TOTAL QUALITY MANAG
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© Gopal K. Kanji and Mike Asher 19
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PREFACE An essential part of the de
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2 100 METHODS FOR TOTAL QUALITY MAN
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THE ROLE OF TQM METHODS Total quali
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LIST OF METHODS (BY CATEGORY) Manag
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MANAGEMENT METHODS Method 1 Accepta
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Page 241 and 242: REFERENCES Akao, Y. (1991) Hoshin K
Page 243 and 244: INDEX acceptable quality level (AQL
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100-Metodos-de-Qualidade-Total

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