Quality improvement programs such as Total Quality Management (TQM) and Six Sigma use a number of common tools for problem solving and process improvement. Many of these tools have been in use for many years in various quality improvement programs prior to their integration into TQM and Six Sigma. Common quality tools include flowcharts, check sheets, histograms, Pareto charts, scatter diagrams, run charts, control charts, and cause-and-effect diagrams. Common tools for generating ideas include brainstorming, benchmarking, and quality circles. In this exercise we examine these tools and how they are used for problem solving and process improvement. The basic steps in the TQM problem-solving process are:
Step 1) Define the problem and establish an improvement goal.
Step 2) Develop performance measures and collect data.
Step 3) Analyze the problem.
Step 4) Generate potential solutions.
Step 5) Choose a solution.
Step 6) Implement the solution.
Step 7) Monitor the solution to see if it accomplishes the goal.