Operations and Supply Chain Management The Core

QUALITY MANAGEMENT AND SIX SIGMA chapter 10 311
Machinery/Equipment
C & E/Fishbone Diagram
Reasons for late pizza deliveries
People
Analyze
No capacity for
peak periods
Ovens too small
High turnover
Poor handling of
large orders
High turnover
Lack of experience
Unreliable cars
Low pay
No money for repairs
Kids own junkers Don’t know town
High
turnover
Poor
training
Poor use
of space
Don’t know
town
High
turnover
Poor
dispatching
Many new streets
Run out of ingredients
High turnover
Poor use
of space Inaccurate
Lack of ordering
training
No teamwork
No training
Drivers get lost
Rushed
Poor training Get wrong
information
People don’t show up
Low pay
High turnover
Late pizza
deliveries on
Fridays &
Saturdays
Methods
Value-Added
Steps that are essential
even when everything
works correctly move
down the left side
YES
Materials
Opportunity Flow Diagram∗
Organized to separate value-added steps from non-value-added steps.
Non-Value-Added
Steps that would not be needed if everything worked right the first time move horizontally
across the right side
Take
Original
Copier
in Use?
YES
Wait?
NO
Leave
NO
Place
Original
NO
Glass
Dirty?
YES
Clean
Improve
Select
Size
Select
Orientation
Select
Number
Paper?
NO
Find
Paper
Box
Open?
NO
Knife?
NO
Find
Knife
YES
YES
YES
Open Box
Control
Basic features same as a time plot
100
90
80
70
60
50
40
30
20
10
Process Control Chart Features
YES
0
J A S O N D J F M A M J J A S O N D J F M
Paper
Loaded?
UCL
LCL
NO
Find
Help
Control limits (calculated
from data) added to plot
Centerline usually average
instead of median