7 quality tools that be used to
manage in the hotel, restaurant,
and tourism organization
Presented by The Heroes
TABLE OF CONTENT
01. What are Quality Management 06. Pareto chart template
tools?
07. Scatter diagram template
02. Cause – and – effect diagram
template 08. Stratification template
03. Check sheet template 09. Benefits of applying quality
management tools
04. Control chart template
05. Histogram template
01 What are quality
management tools? (7QC)
The association of Japanese scientists and
engineers (JUSE, Japanese Union Of Scientists and
Engineers) decided to choose and apply the
statistical tools in quality management methods
for all classes of Japanese officials.
The following 7 statistical tools can solve most of the quality
management problems. commonly encountered in
production activities as well as customer service of
enterprises. Those tools include:
• Cause – and – effect diagram
• Check sheet
• Control chart
• Histogram
• Pareto chart
• Scatter diagram
• Stratification
Cause – and – effect
template 02
Fishbone diagrams or cause & effect diagrams
are used to identify root factors that cause
INTRODUCTION unexpected results. For example product
defects, to take corrective action for
improvement or to use to identify factors that
bring about expected results. A cause-and-
effect diagram demonstrates the relationship
between an effect and the cause of that effect.
• This is the ubiquitous tool in finding
the causes and defects in the
manufacturing process.
PURPOSES • Using cause-and-effect diagrams
helps users easily find and identify
the malfunction of product or
service.
Manpower
Material
Machine
Method
CONTENT
Measurement
Mother nature
(environment)
STEPS TO SET UP
Step 1: Identify the problem that needs
to be solved and deem the problem is
the result of a number of causes.
Step 2: Make a list of all the main
causes of the problem by asking 5W +
1H questions.
STEPS TO SET UP
Step 3: Continue brainstorming more specific causes that could be leading to
the main cause, illustrated by arrows pointing to the main cause. After
identifying the main causes plot these factors as the main branches.
Step 4: If further analysis is required, consider each new cause as a
consequence of other smaller cause categories (by repeating step 3). After
finding all the factors that affect the main cause groups in step 3, draw on the
diagram the branches (sub-causes) of the main branches (main causes).
• Looking at the problem from a holistic
perspective.
• To make sure the diagram is comprehensive,
COMMENT let all members review, edit and ask a few
other knowledgeable experts involved in the
operation of the process.
• Setting a chart template with a whiteboard in a
convenient location for all members to pay their
attention to it.
• To set an accurate cause-and-effect diagram, it
is necessary to get close cooperation and
COMMENT
coordination of those who directly create quality
indicators. Encourage all members to
participate in the discovery, find causes and
listen to their opinions. This tool is
advantageous to utilize in quality teams.
APPLICATIONS
• Cause-and-effect diagram has a positive effect in training and coaching
employees.
• Cause-and-effect diagram shows the understanding of the problem.
• Cause-and-effect diagrams are used in any problem. The diagramming
describes each cause clearly in order to create suggestions or solutions
quickly.
APPLICATIONS
The application of the cause-and-effect diagram has no limit. However,
there are many common difficulties in using cause-and-effect diagrams.
This difficulty is due to the lack of a systematic problem-solving process.
Therefore, a system-oriented implementation process should be
conducted and applied consistently.
SIGNIFICATION
This tool is used to research and prevent potential hazards that cause poor
performance related to a certain phenomenon, such as defective products,
quality characteristics, and to help us understand the whole picture of
relationships in a systematic way.
The feature of this diagram is that it helps us to list and categorize
potential causes, not to give us a way to eliminate them.
SIGNIFICATION
Using cause-and-effect diagrams in quality management has great effects
in:
• Identify the cause of the failure to eliminate it in time.
• Form the habit of learning, determining the causes of quality problems
in the working process.
• Contributing to the education and training of employees involved in the
quality management process.
Cause-and-effect diagrams help you think about the causes of problems
thoroughly.
SIGNIFICATION
EXAMPLE
EXAMPLE
03 Check sheet
template
Check sheet is a structured form for collecting
and analyzing the data, which can be either
quantitative or qualitative. This is a generic data
collection and analysis tool that can be
adapted for a wide variety of purposes.
DEFINITION
The main uses of the check sheet are to answer
the questions:
• When does something happen?
• How often does it happen?
TYPES OF CHECK SHEET
Data collecting check sheet: process Confirmation check sheet: inspection.
distribution, defective items, defect
location, defect cause.
STEPS TO SET UP
Step 1: Decide what will be observed.
Step 2: Decide when data will be collected and for how long.
Step 3: Design the form.
Step 4: Operational definitions: make sure the data labels are
easy to understand.
Step 5: Pilot the form and improve it before widespread data
collection..
SIGNIFICATION
EXAMPLE
Control chart
template 04
DEFINITION
A control chart is a combination of graphs and control lines. A chart with the
limit lines has been calculated by statistical method, this is the tool to
distinguish and monitor the fluctuations of the parameters of the quality
characteristics of the product due to special causes need to be identified,
monitor the changes of the investigation process and control all abnormal
signs that occur when there is an up or down sign of the chart.
PURPOSES
Control charts help to eliminate unexpected variations in the production
process by analyzing identifiable causes from random causes
A control chart consisting of the moving
average, upper limit, lower limit and
characteristic values recorded on the chart
represents the state of the process.
If all measured values lie within the upper and
lower limit lines with no particular trends, the
STRUCTURE
process is considered to be in a controllable
state.
If they go out of control or have an abnormal
shape, the process is said to be out of control.
a. Upper Specification Limit – USL and
Lower Specification Limit – LSL
Control Limits represent the organization's
standards for quality, Specification Limits STRUCTURE
represent customer expectations, or contract
requirements, for project performance and
quality.
b. Upper Control Limit – UCL and Lower
Control Limit – LCL
These control limits are the acceptable
variability of the results of the process or
measurement. The limits of control indicate
what is stable versus what is unstable (“out of STRUCTURE
control”) in the process.
Data points in this range (LCL to UCL) are
generally considered "under control", with the
exception of the
c. Mean – Average
The mean - average is represented by a line in
the middle of the control chart. It shows the
midline of the range of acceptable variations.
STRUCTURE
TYPES OF CONTROL CHARTS
There are different types of control charts. Specifically:
• There are chart types that only allow monitoring of process stability or control.
• There are types that allow detection of process fluctuations beyond the standard level.
• Based on the characteristics of the data, there are quantitative and qualitative control
charts.
• Quantitative charts represent continuous values i.e. measurable figures.
• Qualitative charts are used to represent quality characteristics with discrete values, i.e.
unmeasured values that can be counted (such as percentage of defects, number of
defects).
SIGNIFICATION
• Predict, evaluate the stability of the process
• Control, determine when to adjust the process
• Identify the improvement of a process
EXAMPLE
The production planning stage at the paint workshop at the company is
not close to the system, so there is often a shortage of goods for the
assembly workshop. This problem affects the company's continuous
production, causing waste due to waiting for details of the assembly
workshop. Through data collection, the improvement team has assessed
the shortage of goods as follows:
EXAMPLE
After a period of application and improvement, the following
results have been obtained:
The control chart shows that the value after improvement fluctuates
narrower than before;
05 Histogram
Template
Histogram is a bar graph showing the frequency
of a product, it helps to assess the capacity of
that process. A Histogram will group data into
Bins or Ranges while a bar chart displays discrete
DEFINITION
data by categories
DEFINITION
• Data area distribution statistics
• Compare with standard spec
PURPOSES
• Product Capability Improvement
• Used in all industries
SIGNIFICATION
- Detect problems and establish improvement programs
- Consider which actions are effective
- Affirm the result of the action
EXAMPLE
You can use a Histogram to easily & accurately compare these two
processes together. For any processes that you’re analyzing, you can
overlay the resulting Histograms onto the same graph, similar to below..
Pareto chart
template
06
Pareto Chart is basically a statistical chart that
represents major defects or problems in
descending order of their frequency (number
of times of occurrence) and their cumulative
impact.
Pareto Chart will help the company to:
DEFINITION
- Breaks big problems into smaller pieces
- Identifies most significant factors
- Shows where to focus efforts
- Allows better use of limited resources
STEPS TO SET UP
Step 1 - Record the data
Step 2 - Order the data
Step 3 - Label the vertical axis
Step 4 - Label the horizontal axis
Step 5 - Plot the bars
Step 6 - Add up the counts
Step 7 - Add a cumulative line
Step 8 - Add title, legend, and date
Step 9 - Analyze the diagram
SIGNIFICATION
Advantages:
• Identify and determine the main cause
• Defects are firstly ranked in order of their severity in descending order.
• Help and provide a better explanation regarding defects that need to be
resolved first.
• Solve issues regarding problem-solving and decision making, time
management i.e. be at work on time or personal, change management,
etc.
Disadvantages: SIGNIFICATION
• Cannot analysis root cause in Pareto analysis.
• Does not represent the severity of defect or any problem. It only shows
qualitative data.
• Pareto analysis only focuses on past data where damage has already
happened..
• Pareto analysis cannot be applied to all cases. It is limited to some
cases only.
EXAMPLE
The chart below shows the causes of complaints at a regional hotel over
one month:
07 Scatter diagram
template
Scatter diagram is a tool for analyzing
relationships between two variables for
determining how closely the two variables
are related. One variable is plotted on the DEFINITION
horizontal axis and the other is plotted on the
vertical axis.
When you have paired numerical data
When your dependent variable may have multiple
values for each value of your independent variable
When trying to determine whether the two
variables are related, such as:
PURPOSES • When trying to identify potential root causes of
problems
• After brainstorming causes and effects using a
fishbone diagram to determine objectively
whether a particular cause and effect are
related
STEPS TO SET UP
Step 1: Collect pairs of data where a relationship is suspected.
Step 2: Draw a graph with the independent variable on the horizontal axis
and the dependent variable on the vertical axis. For each pair of data, put a
dot or a symbol where the x-axis value intersects the y-axis value.
Step 3: Look at the pattern of points to see if a relationship is obvious.
Step 4: Divide points on the graph into four quadrants.
Step 5: Count the points in each quadrant. Do not count points on a line.
Step 6: Add the diagonally opposite quadrants. Find the smaller sum and
the total of points in all quadrants.
Step 7: Look up the limit for N on the trend test table.
EXAMPLE
Strong Positive Correlation No Correlation
EXAMPLE
The ZZ-400 manufacturing team suspects a relationship between product
purity (percent purity) and the amount of iron (measured in parts per million or
ppm). Purity and iron are plotted against each other as a scatter diagram, as
shown in the figure below.
There are 24 data points. Median lines are drawn so that 12 points fall on each
side for both percent purity and ppm iron.
EXAMPLE
To test for a relationship, they calculate:
A = points in upper left + points in lower right
= 9 + 9 = 18
B = points in upper right + points in lower left
=3+3=6
Q = the smaller of A and B = the smaller of
18 and 6 = 6
N = A + B = 18 + 6 = 24
Then they look up the limit for N on the trend
test table. For N = 24, the limit is 6.
EXAMPLE
Q is equal to the limit. Therefore, the pattern could have occurred from random
chance, and no relationship is demonstrated.
STRATIFICATION
TEMPLATE 08
• Stratification is defined as the act of sorting data,
people, and objects into distinct groups or layers.
It is a technique used in combination with other
data analysis tools.
This data collection and analysis technique
DEFINITION
•
separates the data so that patterns can be seen
• Stratification can also be defined as the process
of layering or setting up a hierarchy for the
purpose of managing, setting up business rules,
focus and driving key activities.
• Help businesses understand the main causes
affecting product quality.
• Understand the source of defects and the reason for
customers’ complaints help businesses improve and
perfect the future products.
• Support control quality to ensure the quality of
products and businesses. PURPOSES
• Ensure the features of the product meet the needs of
customers, the organization ensures profits, ensures
the fulfillment of social obligations, such as customer
satisfaction, employee satisfaction or social
community
STEPS TO SET UP
Step 1: Before collecting data, consider which information about the sources of the
data might have an effect on the results.
Step 2: Set up the data collection so that you collect that information as well.
Step 3: When plotting or graphing the collected data on a scatter diagram, control
chart, histogram, or other analysis tool, use different marks or colors to distinguish
data from various sources.
Step 4: Data that are distinguished in this way are said to be "stratified."
Step 5: Analyze the subsets of stratified data separately.
SIGNIFICATION
Advantages
• Allow to select a sample population with a structure similar to that
of the general population
• This method is more scientific
• It is more widely applied, especially for the phenomenon to be
investigated with a large number of population units that cannot be
selected according to the machine-selectable method.
SIGNIFICATION
Disadvantages
This stratification template requires available sources of information
about the overall and has stratified knowledge. If not, the process
would become more and more complex or complicated to manage.
EXAMPLE
• Not yet stratified: employee A late for these following days: Mon 06/09,
Tues 07/09, Tues 14/09
• Already stratified
EXAMPLE
*(y): defect quantity, (x): date
EXAMPLE
Stratification 4W
Typical stratification groups used for quality control purposes
include:
• Who – the people involved with the problem. For example,
which operator or crew was working at the time
• What – machines, products, raw materials or any other
objects relevant to the problem
• Where – a process area, physical location, or a location on
a machine or product
• When – time of day, day of the week, shift, or process step
when the problem occurs
09 BENEFITS OF QUALITY
MANAGEMENT TOOLS
7 quality management tools are increasingly being applied in
production and business activities of enterprises. These tools provide basic
meanings such as:
• improve reputation
• Better business quality
• Reduce costs related to quality
• Define business goals more clearly
• Reduce pressure and improve working capacity
• Reduce costs
• Detect problems, technical errors and damage to machinery
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