Performance Improvement Case #4

This week, we will continue to apply the “7 Quality Control Tools” discussed on page 477 of the Managing for Quality and Performance Excellence text.

Do both of the following:

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(1) Do Problem #23.b from Chapter 8 on page 447 (run chart/control chart).

a. A run chart displays data over time. The vertical axis represents the measurement; the horizontal axis is the time scale. Example 8.10 on page 396 discusses the run chart and Figure 8.10 on page 398 shows what a run chart looks like. A control chart is a run chart with two horizontal lines called the Upper Control Limit and Lower Limit. Figure 8.14 on page 404 depicts a control chart. See the discussion on pages 403-404 for more detail.

b. Make a run chart using the attached data. Be sure to label the axes correctly.

Run Chart and Control Chart dataPreview the document

c. Now make a control chart by adding Control Limits that you select.

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(2) Do the Janson Medical Clinic case on pages 511-513 (Pareto diagram).

a. A Pareto diagram shows the characteristics observed on one axis. The characteristics are ordered from largest frequency to smallest. The measure of each characteristic is on the other axis. Figure 9.21 on page 500 and Figure 9.7 on page 480 show examples of the Pareto diagram. Read the discussion on pages 479-481 for details.

b. Review the Check Sheet of data in Table 9.6 on page 511. Construct a Pareto diagram for the causes of dissatisfaction identified. What conclusions do you reach?

c. Select the top three sources of patient dissatisfaction and make a cause-and-effect diagram showing the possible reasons behind them.