TLE - Computer Systems Servicing 9

Name: ______________________________________ Date: ____________________

Grade: ______________________________________ Section: ___________________

Quarter: I Week: 6 SSLM No. 6 ELC(s): Engage in quality improvement

Ø Topic: Quality improvement process and tools used in quality

improvement.

Ø Objective:
§ Identify quality improvement processes.

Let Us Discover

WHAT IS QUALITY IMPROVEMENT?

Quality improvement is a formal approach to the analysis of performance and

systematic efforts to improve it. The quality of a product or service refers to the perception of
the degree to which the product or service meets the customer’s expectations Quality has no
specific meaning unless related to a specific function and/or object. Quality is a perceptual,
conditional, and somewhat subjective attribute.
In the manufacturing industry it is commonly stated that “Quality drives productivity.”
Improved productivity is a source of greater revenues, employment opportunities and
technological advances. The best way to think about quality is in process control. If the process
is under control, inspection is not necessary. However, there is one characteristic of modern
quality that is universal. In the past, when we tried to improve quality, typically defined as
producing fewer defective parts, we did so at the expense of increased cost, increased task
time, longer cycle time, etc.

Quality Improvement Processes

Manufacturers can choose from a variety of tools to
improve their quality processes. The trick is to know which
tools to use for each situation and increasing the
sophistication of the tools in the repertoire. To implement
and follow up, the most used and well-known quality
process is the plan/do/check/act (PDCA) cycle. Other
processes are a takeoff of this method, much in the way
that computers today are takeoffs of the original IBM
system. The PDCA cycle promotes continuous

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improvement and should thus be visualized as a spiral instead of a closed circle.
The key to successful problem resolution is the ability to identify the problem, use the
appropriate tools based on the nature of the problem, and communicate the solution quickly
to others.

Tools Used In Quality Improvement

Flowcharts- It describes a process in as much detail as possible by graphically displaying the
steps in proper sequence. A good flowchart should show all process steps under analysis by
the quality improvement team, identify critical process points for control, suggest areas for
further improvement, and help explain and solve a problem.
Check Sheets- help organize data by category. They show how many times each value
occurs, and their information is increasingly helpful as more data are collected. More than 50
observations should be available to be charted for this tool to be useful. Check sheets
minimize clerical work since the operator merely adds a mark to the tally on the prepared sheet
rather than writing out a figure.
Pareto Diagrams- it is named after Vilfredo Pareto, a 19th-century Italian economist are
caused by 20% of the potential sources. A Pareto diagram puts data in a hierarchical order.
which allows the most significant problems to be corrected first. The Pareto analysis technique
is used primarily to identify and evaluate nonconformities, although it can summarize all types
of data. It is perhaps the diagram most often used in management presentations.
Cause and effect diagrams- It is sometimes called an Ishikawa diagram after its inventor. It
is also known as a fish bone diagram because of its shape. A cause-and-effect diagram
describes a relationship between variables. The undesirable outcome is shown as effect, and
related causes are shown leading to, the said effect. This popular tool has one severe
limitation, however, in that users can overlook important, complex interactions between
causes. Thus, if a problem is caused by a combination of factors, it is difficult to use this tool
to depict and solve it.
Histograms- The histogram plots data in a frequency distribution table. What distinguishes
the histogram from a check sheet is that its data are grouped into rows so that the identity of
individual values is lost. Commonly used to present quality improvement data, histograms
work best with small amounts of data that vary considerably. When used in process capability
studies, histograms can display specification limits to show what portion of the data does not
meet the specifications.
Scatter Diagram- shows how two variables are related and is thus used to test for cause-and-
effect relationships. It cannot prove that one variable causes the change in the other, only that
a relationship exists and how strong it is. In a scatter diagram, the horizontal (x) axis represents
the measurement values of one variable, and the vertical (y) axis represents the
measurements of the second variable.
Control Charts- A control chart displays statistically determined upper and lower limits drawn
on either side of a process average. This chart shows if the collected data are within upper
and lower limits previously determined through statistical calculations of raw data from earlier
trials. In preparing a control chart, the mean upper control limit (UCL) and lower control limit
(LCL) of an approved process and its data are calculated.

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 Let Us Try

Directions: Read the descriptions below and select your answers from the box. Write
it on the space provided.
PARETO DIAGRAM PDCA CONTROL CHARTS
CAUSE AND EFFECT DIAGRAM FLOWCHART HISTOGRAM

______ 1. The most common process for quality improvement.

______ 2. Graphically displayed the steps in proper sequence.
______ 3. Named after Vilfredo Pareto
______ 4. Displays statistically the determined upper and lower limits.
______ 5. Plots the data in frequency distribution table.

Let Us Do

Direction: Identify the tools used in quality improvement. Complete the concept map
by providing the right answer.

It is called as 2.
Ishikawa
diagram
1.
HISTOGRA
M

3.

CONTROL
4. CHART 5.

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 Let Us Apply

Directions: Fill in the blanks by choosing the right answer from the box to complete the
statement.
Control charts Variables PDCA
Quality improvement Control Pareto Diagram

A (1.) _____________ displays statistically determined upper and lower limits drawn on either
side of a process average.

A cause-and-effect diagram describes a relationship between (2.) _________________.

The (3.) _______ cycle promotes continuous improvement and should thus be visualized as
a spiral instead of a closed circle.

(4.) ___________ is a formal approach to the analysis of performance and systematic efforts
to improve it. The best way to think about quality is in process (5.) ___________.

References

Ø TLE- Self Learning Module. CSS 9 Quarter 1 Week 6. Engage in quality

improvement. Olaguir, L.C. pp 16-21
Ø ELC Code: TLE_IACSS9-12AQS-Ic-3

SSLM Development Team

Writer: Lieza Mae Olaguir-Benitez
Editor: Melrose B. Gapate
Evaluator: Karen V. Diasnes
Illustrator: None
Creative Arts Designer: Reggie D. Galindez
Education Program Supervisor-EPP/TLE/TVL: Amalia C. Caballes
Education Program Supervisor – Learning Resources: Sally A. Palomo
Curriculum and Instruction Division Chief: Juliet F. Lastimosa
Asst. Schools Division Superintendent: Carlos G. Susarno, Ph. D.
Schools Division Superintendent: Romelito G. Flores, CESO V

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