Improvement Methods and Tools

Improvement Methods and Tools

The Improvement Handbook: Model, Methods, and Tools for Improvement, API, Austin, TX, 1997
This book builds on previous versions and serves as a guide to those trying to make improvements. One of the main contributions of the book is the
explanation and use of the "Model for Improvement." This Model provides a useful level of structure to teams and individuals trying to improve. Other
methods useful for developing, collecting, organizing, and learning from data are presented with a variety of case studies. In addition to the basic
tools from quality improvement, methods such as two-way tables, affinity diagrams, problem solving, and survey methods are presented. The book
has many service industry examples, making it easy for most readers to relate.

This book places planned experimentation as part of an overall quality improvement effort. The design and analysis of analytic (as opposed to
enumerative) studies is presented. Graphical methods of analysis are emphasized for all the classical experimental patterns. The book starts with
the principles of design of analytic studies and presents designs for situations one would encounter in improving quality. A chapter on designing
quality into products and processes is included. The book's final chapter contains two detailed case studies.

Juran’s Quality Handbook is considered the primary reference book for quality engineers, managers and other quality professionals. The book was
first published under the title of “Juran’s Quality Control Handbook in 1951.The Handbook’s forty-eight chapters are arranged into five sections. First,
the management section addresses planning, control, and improvement of quality. The second section addresses the activities through which
products and services are developed and brought to market. The third section describes how quality is attained and maintained in various
industries. The fourth section of the Handbook gives the reader some insight as to how quality is managed in selected countries around the globe.
The fifth section covers some statistical tools that are necessary for making improvements and managing quality. If you are planning to take any of
the Certifications sponsored by the American Society for Quality (ASQ), this book is a must.

Many people have said that reading this book changes the way they look at data. The book is already considered a classic in the design of graphs
and presentation of data. The design of the book is based on the principles it espouses: elegant typography and layout, and seamless integration of
text and graphs. Good graphic design, he argues, reveals the greatest number of ideas in the shortest time with the least ink in the smallest space.
Interestingly, Tufte continually reinforces the importance and impact of illustrations in understanding complex concepts. In showing both good and
bad graphic design, Tufte has examples from as far back as 1686, and many examples from the 18th, 19th & 20th centuries and from many different
countries. Some of the best examples of this come from the pre-computer era, when graphics had to be drawn by hand. For example, that picture
you can see on the front cover of the book is actually a train timetable that packs a whole list of arrivals and departures at many different stations into
a single little picture. The "best statistical graphic ever drawn" shows Napoleon's march to Russia and back. Through numerous examples, Tufte
demonstrates how to rearrange and simplify tabulated lists, schedules, graphs, diagrams and maps in a way that elegantly reveals otherwise
hidden relationships and patterns. He also gives examples of really bad design, (including "the worst graphic ever to make it to print"), and shows
what makes it so bad. His examples prove that information-less, counter-intuitive graphics can still look dazzlingly pretty, even though they're
useless. In some examples, he shows how small changes can make the difference between an awful graphic and a really good one. The second
edition provides high-resolution color reproductions of the several graphics found in the first edition. Tufte has also compiled two other books that
build on his work here: Envisioning Information and Visual Explanations

This book provides detailed information about how to construct, evaluate, and use questionnaires. The author considers both the qualitative and
quantitative aspects of questionnaire design and evaluation. In simple, understandable terms, the book presents detailed information on how to
develop questionnaires using underlying scientific principles. Topics also include: Scale development; The concept of quality; Two methods of
determining important service or product characteristics as received by the customer. Unfortunately, it is not particularly helpful in terms of actually
doing the techniques it presents. It does not address the many traps and pitfalls one needs to be aware of when trying to interpret customer
satisfaction data.

In this book, Hammer looks at the how the "reengineering revolution." has changed our workplaces and our lives. This book focuses on
organizations (like GTE, American Standard, Progressive Insurance Agency, Texas Instruments ) that have made the transformation to a process
focused business. Hammer does a good job of describing what a processed focused organization is really like, and what the implications are to the
people who work in such organizations (professionalism, customer focus, fewer managers and job promotions). The topics discussed include
managing a reengineered organization, business strategy, the ongoing change process, and the impact on society.

The authors argue that American business is in a crisis based on the inability to focus on customers and the use of business principles that are
two-hundred years old. The major themes of reengineering are that it is process-driven, it requires rule breaking, and it makes creative use of
information technology. The case studies cited are familiar to students of quality improvement although the authors try to differentiate it from quality
processes with descriptive words like "fundamental, radical, and dramatic." The authors estimate that 50 to 70 percent of reengineering efforts
attempted fail to achieve dramatic results. In the epilogue to the book, they state, "Although we have explored reengineering at some length, we have
barely scratched the surface of the topic, as readers who attempt reengineering in their own companies will discover. For instance, we have only
written a little about how organizations can actually make reengineering happen." Experienced readers will recognize that reengineering is part of
the foundation of Quality as a Business Strategy. This book's contribution is to encourage organizations to invest improvement resources in these
more fundamental changes to their systems.

This paper first introduced the API "Model to Improve Quality" which has its basis in the theory of knowledge. The paper describes the context for
process improvement and describes the three phases of the model (called "strategy for process improvement" in the paper). The model is an
adaptation of the Deming or Shewhart cycle. The relationship between the basic methods of quality improvement and the model is discussed in the
paper.

Improvement and Variation, API-Austin, Austin, Texas, 1994

This book is a methods book for making improvements with a stronger technical and statistical content than Improvement Handbook. It is intended
for the analyst, technician and engineering audience. Each method is presented with case studies to better demonstrate the methods.

Reengineering Handbook, AT&T Quality Steering, AT&T Customer Information Center, Indianapolis, 1991

This handbook was developed by a project team in the AT&T Corporate Quality Office. They define reengineering as a bold, planned redesign of all
or part of a process that requires demanding imagination, commitment, and investment. They use the word "process" to describe specific work
activities, as well as broad management and support systems. Reengineering is described within the context of AT&T's Total Quality Approach. The
authors position reengineering as an improvement approach under process management. An approach to a reengineering project is described,
including some criteria to decide if reengineering is appropriate. The book contains three excellent appendices on methods and tools for creativity,
the application of information technology, and references for more information.

This book, which addresses experimental design in the social sciences, was first published in 1951. The emphasis is on observation rather than
physical measurement. The first part of the book addresses the logical issues in planning studies, while the second and third sections address the
practical issues of implementation. This book is different than others on experimental design in its emphasis on scales rather than continuous
data. There is a good chapter on scaling for questionnaires and the development of questionnaires. The chapter on writing reports is useful.

Wheeler and Chambers have provided a book that not only explains the use of control charts, but why the control chart "works." Chapter 5 (p.111)
and the discussion around "subgrouping" would be of great help to someone just beginning to learn about the use of control charts. The Tokai Rika
(cigar lighter socket) control chart is documented and described in Chapter 7.

This book on surveys develops a theoretically based system that attempts to develop quality surveys at low cost. Dillman presents step-by-step
procedures and shows why each step is important. Many examples are included where appropriate, contrasts acceptable and unacceptable
procedures. All key aspects of survey design are covered at a detailed level: how to phrase questions, how and when to mail the surveys, size of
print, how to fold the paper, etc.

This is a useful reference for anyone designing, reviewing, or conducting surveys. A survey is defined as a method of collecting information directly
from people about their feelings, motivations, plans, beliefs, and backgrounds. The focus is on questionnaires and interviews. The book brings
together material from many other references on surveys, and presents it in an understandable way. The authors' goal is to provide methods that
anyone conducting a survey can understand and implement. They cover the issues of scales, format, length, sampling, and environmental control.
The book also contains chapters on analyzing survey data and presenting the results.

This is a guide to quality techniques and methods. The book includes instructions for the construction and interpretation of graphs, control charts,
Pareto diagrams, histograms, scatter diagrams, etc. This book is written at a basic or introductory level and may be used as a text book or for self-
study.

This book provides the reader with excellent information on how the control chart works. Part 1 of the book examines the theory and practical
applications of the control chart. Chapter 2 documents Shewhart's actual experiments with his "normal bowl" and his assumptions around the use
of the now famous 3-sigma limits. Examples are highlighted in Chapter 3. Subgrouping is discussed at length in Chapter 5. Chapter 6 gives a brief
overview of probability theory. Special applications of control charts (i.e., trend limits) are discussed in Chapter 9.

This is a classic book in experimental design. The authors are all leaders in developing the methods of experimentation in the United States. The
book does not address the concept of analytic studies, and was written before Taguchi's work became popular. The book has an excellent
introduction on the role of statistics in the learning process. The book is divided into four parts: Part I-Comparing Two Treatments - focuses on
sampling and statistical issues. Randomization and simple blocking; Part II-Comparing Two or More Treatments - analysis of variance, blocking,
two factor factorial design; Part III-Measuring the Effect of Variables - modeling, factorial designs at two levels, use of cube and reference
distribution, fractional factorial designs; Part IV-Building Models and Using Them - least squares regression analysis, response surface methods,
modeling building, nested designs, time series models.

This is the classic book on problem solving and troubleshooting in manufacturing environments using statistical methods. Ott emphasizes that
statistical methods should be used to enhance process knowledge, not replace it. Forty case studies from manufacturing are included. Ott
emphasizes the use of graphical methods and run order plots throughout the book. He does a good job of blending experimental design into
problem solving situations. Chapter 12 covers the design for disassembly and reassembly. The book gives a good overview of statistical methods
such as outlier tests, analysis of means, simple regression, corner test of association, and narrow limit gauging.

Important text offers lucid explanation of how to regulate variables and maintain control over statistics in order to achieve quality control over
manufactured products, crops and data. Topics include statistical control, establishing limits of variability, measurements of physical properties and
constants, and specification of accuracy and precision. First inexpensive paperback edition.