MBA - 601

Total Quality
Management
Module 16:
FOCUS PDCA

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 Introduction

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 Culture of Continuous Improvement Needs

AIM for knowing exactly Systematic approach to follow

what the organization is throughout the excellence
striving for. journey

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 FOCUS PDCA

THE SYSTEMATIC APPROACH

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 Definition

• A systematic approach to achieve

excellence
• An improvement methodology
that many organizations use to
guide their improvement efforts.

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 FOCUS
• Find a process/ Opportunity for
F improvement

O • Organize a team

• Clarify Current knowledge of the

C process

• Uncover causes of process

U variations

S • Select Improvement

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 Why FOCUS PDCA
1) User friendly and does not require a lot of technical or
scientific knowledge.

2) Easy to learn quickly, and with time and practice, skills can
increase.

3) Helps to keep everyone focused on the improvement effort.

4) Gets employees involved in the process of problem solving.

This improvement model places value on the wisdom and
experience of front-line workers and encourages the use of
their expertise.
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 Why FOCUS PDCA
5) The structure of the process encourages accountability for
completing assigned tasks.

6) Provides a plan and steps for improvements.

7) Uses data to ask questions and has tools to help

determine the steps toward improvements.

8) Organizations use this methodology because it

works!

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 TAKE OFF TO FOCUS PDCA
THE CASE STUDY

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 XX BUSINESS COMPANY

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XX Organizational CEO, decided to start a
quality project to improve the
organizational performance and
satisfaction.

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She invited the Council Board to start a quality
improvement in response to Changes/Findings
they acknowledged!!

Q. What is the first thing

they should do?

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Find opportunity for improvement
• They reviewed services statistics and

• They Review Clients' complaints

• They invited head of every sections in the XX

Organization to attend a brain storming session to
identify processes that need improvement.

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Find opportunity for improvement
The council’s head wrote the following question:-

What are the main problems we have in our XX

Organization, that affect (Domains) Safety, Quality,
Services and Providers?

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Find opportunity for improvement
The head of the Council explained the question then:
• Gave few minutes for council members to bring up ideas
• Asked members to refrain from criticizing ideas
• Invite members to vote idea in turn.

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Brain storm list
1. Low coverage of ……..
2. Need to start ……….
3. Insufficient education and training
4. Increase burden of ……
5. Need for more shaded parks for staff's cars
6. Poor client satisfaction
7. Improper organizational waste segregation

Q. How can we select a project among a list?

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 Prioritization/ Decision Matrix

Risk rating Problem Error risk Problem Short Time Total

volume cost to solve
Problem One 9,6,6,9,9,6,9 0,0,0,0,0,0,3 0,0,0,3,0,0,3 3,6,3,6,3,6,9 0,0,0,3,0,0,3 189
Problem Two 9,6,3,6,3,3,3 0,6,3,0,6,3,6 0,0,0,3,6,0,3 0,3,6,3,6,0,3 0,0,0,3,6,0,3 189
Problem
6,3,6,3,6,6,3 0,0,0,3,0,3,0 3,3,0,0,0,3,3 3,3,3,6,6,0,3 3,3,0,0,0,3,3 165
Three
Problem Four 0,0,0,0,0,0,0 0,0,0,0,0,0,0, 0,0,0,0,0,0,0 0,0,0,0,0,0,0 0,0,0,0,0,0,0 0
Problem Five 0,0,0,0,0,0,0 0,0,0,0,0,0,0 0,0,0,0,0,0,,0 0,0,0,0,0,0,0 0,0,0,0,0,0,,0 0
Problem Six 0,3,0,0,0,3,0 3,3,6,6,6,6,3 9,9,9,9,9,9,9 6,3,6,6,6,9,3 9,9,9,9,9,9,9 321
Waste Seg. 0,3,0,0,0,3,0 3,3,6,6,6,6,3 9,9,9,9,9,9,9 6,3,6,6,6,9,3 9,9,9,9,9,9,9 321

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Q. Which problem did they select ?

Improper waste segregation at the sites

of generation

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Q. What is the problem statement ?

“In XX Organization, it was noticed by daily reported

Incidents and Safety committee, that there is improper
waste segregation at the sites of generation in different
service areas."

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 Organize a QI team
Q. How can the board formulate the QI Team ?

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 High level flow chart
Services
generate waste

Non hazardous waste Staff Hazardous waste

in Container ZZ segregates in Container YY
waste
Cleaners collect

Cleaners dispose Cleaners transport

in municipal
system
Cleaners store

Contractor
dispose
Dangerous waste

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Who are the team members ?
1. The QI officer as a team coach or advisor

2. Head of Incidents and Safety Committee (ISC) as a team leader

3. Related organization ISC staff as a member

4. Any other staff related to the process …..

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 What is the last mission of the
council head ?

Team’s mission statement

" In XX Organization, it was noticed by daily
reports of Incidents and Safety Committee,
that there is improper waste segregation at
the sites of generation in service areas.

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 What is the last mission of
the council head ?

Team’s mission statement

You are requested to reduce the number of
reported incidents of improper segregation to
X (Number) or less/weak, by the end of
December 2015."

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What is first job for the team?

Operational definition
What is Waste?
What is Waste Segregation?
What is Hazardous materials?
What is non- Hazardous Materials?

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Clarify the Process
What can the team do next?

Verify the problem

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Clarify the Process
Using Check Sheet for Data Collection
from Services Areas 1-8
Date SA 1 SA 2 SA 3 SA 4 SA 5 SA 6 SA 7 SA 8 Total

Sunday + + + + + + + +

Monday + + + + + + + +

Tuesday + + + + + + + +

Wednesday + + + + + + + +

Thursday + + + + + + + +

5 5 5 5 5 5 5 5 40

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Uncover cause of poor quality

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Uncover cause of poor quality
Knowledge Attitude
Imperceptions of
importance of
Lack of in segregation
service Imperceptions
training on of waste
waste minimization
management importance

Improper
waste
segregation

Poor staff's attitude Lack of in Baskets

towards waste and Dustbins
management.

Personal Lack of
behavior equipment

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Possible root causes

1. Poor Knowledge:
 Waste management is not included in staff orientation
program
 Employees are not aware on the importance of waste
minimization and segregation
2. Poor personal behavior and attitude
3. Lack of Resources: colored marked baskets and containers

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Verification of the root causes
Using Data Check Sheet

Yes No
K waste management was a part of my orientation

K waste management was a part of my continuous training

B I discarded waste in different colored waste container

properly
A I do appreciate the value of separating waste in different
containers
R There are separate containers in my service area

A Separating hazardous waste not into yellow container

increases the environmental burden
A Separating non-hazardous waste into yellow containers
increases the cost of waste disposal

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Analyze the Data Using Pareto Chart
Freq Percent Cumulative
percentage

There is no in-service waste management 14 0.23 0.23

training
Unawareness of importance of waste 11 0.18 0.41
segregation
Waste management was not included in 9 0.15 0.57
orientation course
Unawareness of importance of hazardous 8 0.13 0.70
waste minimization
Lack of Resources 7 0.12 0.82
waste management was not included in 6 0.10 0.92
undergraduate study curriculum
Poor personal behavior and attitude 5 0.08 1.0

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Select Improvement
By using Brain storming the following
solutions evolved:

1. Improving waste management system as a whole

2. Contracting a third party for segregation
3. Ignoring segregation due to the small amount of
hazardous waste

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Decision Matrix

Total score
Amount
Time
Environmental of control Available
Solution Burden over the resources
frame
required
solution

1.Improving the waste

9,9,9,9,9 9,6,3,3,6 9,9,9,9,9 9,9,9,9,9 162
management system as a
whole

1.Contacting a third party for 0,0,0,0,0 0,0,0,0,0 0,0,0,0,0 9,9,9,9,9 45

segregation

1.Ignoring segregation due to

0,0,0,0,0, 9,9,9,9,9 0,0,3,3,0 9,9,9,9,9 96
the small amount of hazardous
waste
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 Plan Improvement
Tree diagram Improving Staff's
knowledge about
waste management
Workshop on
waste management
Improving staff's
attitude towards
Improving the waste Improving waste waste management.
segregation management
system
Boosting good The least error in
behavior waste segregation
award

Providing sufficient Providing all service

equipment areas with separate
color coded waste
containers

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 Plan Improvement
Is it going to work?
Use the Force Field Analysis
Deriving Forces Restraining Forces
1. Impact of success on the 1. Possibility of failure
Organization 2. Stress due to the change
2. Staff enthusiasm 3. Extra load of work
3. No need for extra resources 4. Resistance to change
4. Change is minor
5. Absence of incentives
5. Enjoyment of success

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 Do Improvement
Procedure By whom When

Workshop on waste Quality improvement

Month/Year
management Leader

The least error in waste Head of the XX

Month/Year
segregation award Organization Council

Providing all service

areas with separate Head of nursing section Month/Year
color coded

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 Run Chart – Line Graph
60

50

40

30

20

10

0
1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6
W W W W W W W W W W1 W1 W1 W1 W1 W1 W1

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 Check Improvement
Continuous Assess Day/Month/Year

Date SA 1 SA 2 SA 3 SA 4 SA 5 SA 6 SA 7 SA 8 Total

Sunday 0 0 0 + 0 0 0 0

Monday 0 0 0 0 0 0 0 0 0

Tuseday 0 0 0 0 0 0 0 0

Wednesday 0 0 0 0 0 0 0 0

Thursday 0 0 0 0 0 0 0 +

1 1 2

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Check Improvement
Before After
Number of mis-segregation 40/weak 2/weak
incidents reported

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Monitoring Process
What is the last mission of the council head ?

Team’s mission statement

You are requested to reduce the number of
reported incidents of improper segregation to
X (Number) or less/weak, by the end of
December 2015."

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Check Improvement
Set monitoring indicators and start collecting data
Number of reported improper segregation

Keep -Repeat/Modify Training

collecting data -Post Awareness Posters
at generation sites

Is the
No number Yes
exceeding
X / week
Feed Back Loop
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Act accordingly
1) Adopt, or
2) Modify, or
3) Abandon.
Finally, Communicate
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