Assignment 16 (process Map) A driver enters a licensing bureau to have her licence renewed. She spends on an average 45 minutes in line, two minutes to have her eyes tested, 3 minutes to have her photograph taken, and 1 minute to enter her signature. Draw the process map using symbols shown on page 120 and also those discussed in class (start/finish, activity, delay, inspection, move, document) Dealer Emails Order Paper Order Created Order Sit in Inbox Internal Mail Delivers Order Clerk Processes Order Order Sits in Clerk's Inbox 0-2 hours 1 hour, on average 4% of orders lost 0-4 hours 2 hours, on average .0-1.5 hours . 1 hour, on average ./% of orders lost . 5 minutes Dealer Receives Order Inspector Worker Transpori Firm Is Item Delivers Order Checks Picks Order Order in Stock 1-7 hours 2 Minutes 10-45 minutes 2 hours, on average 0.5% of orders. 20 minutes, No history of lost incorrect on average No damaged, or incorrect deliveries Clerk notifies dealer and passes order on to plant Figure 4.9 Order-Filling Pro- cess for In-stock Items Knowledge of TQM Tools To empower employees and implement TQM as a continuing effort, everyone in the organization must be trained in the techniques of TQM. In the following section, we focus on some of the diverse and expanding tools that are used in the TQM crusade. 101 High loss Quality Loss Function (a) Unacceptable Poor Loss (to producing organization, customer, and society) 1 Fair 1 Good Best -Target-oriented quality yields more product in the "best" category Low loss Frequency Target-oriented quality brings products towards the target value. Conformance-oriented quality keeps products within 3 standard deviations. Distribution of Specifications for Products Produced (b) Lower Upper Target Specification Figure 4.5 (a) Quality Loss Function and (b) Distribution of Products Produced Taguchi aims for the target because products produced near the upper and lower acceptable specifications result in higher quality loss function. 2 As a result, the Japanese refer to the PDCA cycle as a Deming circle, while others call it a Shewhart circle