PI chapter 6

A matrix or deployment flowchart is chiefly useful for identifying who is providing inputs or services to whom, as well as finding situations where different people or departments may needlessly be doing the same task.

True

A scatter diagram (scatter plot) is a simple visual form of graphical analysis.

True

A workflow diagram is a visual representation of the MOVEMENT OF PEOPLE, materials, paperwork, or information within a process.

True

Digging deeper is a technique used to break down data into categories or subcategories to make better sense of it.

True

If tasks are done the same way every time by everyone there is less chance for error.

True

Improvement goals will not be achieved if solutions are not effective

True

Scatter diagram shows a snapshot of performance from one time period and is not used to show performance over time.

True

Simple processes are easier for people to follow.

True

Sometimes project teams must dig deeper into the measurement data to better understand what needs changing to achieve improvement goals. This technique of digging is known as stratification.

True

Standardization improves performance reliability by creating predictability and consistency in the process.

True

The Pareto principle often referred to as the 80-20 rule, postulates that in any series of variables (problems or errors) a small number will account for most of the effect. Example: 80% of patient complaints stem from 20% of the problems.

True

Time study is for LEAN

True

Unnecessary variation can also be found in equipment, supplies, and the location of equipment and supplies.

True

Voting is more useful when options are fairly straightforward or when time is limited.

True

Cause and effect diagram is also called a

fishbone diagram

Cause and effect diagram

improvement tool used to organize the origins or factors that produce a result

Quantitative tools

improvement tools used for measuring performance, collecting and displaying data, and monitoring performance over time

Flowchart is

A graphical representation of how a process works that shows, at a minimum, the sequence of steps.

Adjust the environment

A project team may need to physically visit the worksite to identify human performance problems related to workstation design.

Use constraints and forcing functions

Are barriers that make it easier for people to do the right thing.

Value stream maps

Are commonly created during LEAN projects.

Cause and effect diagrams

Are structured brainstorming tools.

Prioritization tools

Are used when a team needs to make decisions among several options.

Rectangle

Depicts particular step or task

A matrix flowchart is sometimes called:

Deployment flowchart or swim lane diagram.

By simplifying processes-eliminating unnecessary steps is more likely

Each task will be completed as required

Improve information access

Good decisions require good information. People must have ready access to relevant and complete information or faulty decisions can occur.

Affinity analysis

Helps an improvement team brainstorm and organize large amounts of information based on affinities or natural relationships.

Human factors principles for work system improvements:

Simplify the process Standardize Reduce reliance on memory Improve information access Use constraints and forcing functions Design for errors Adjust the environment

Workflow diagrams are also called:

Spaghetti diagrams.

A top-down flowchart

Starts with the major steps drawn horizontally. The detail is provided in numbered sub tasks under each major task. Do not show decision points.

Human factors engineering is the

Study of human vulnerabilities and limitations for the purpose of creating processes that are less error-prone and more efficient.

Improvement tools

diagrams, charts, techniques, and methods used in the work of quality improvement

Diamond

Indicates a decision point

Detailed flowchart

Indicates the steps or activities of a process and includes such things as decision points, waiting periods, tasks frequently needing to be redone, and feedback loops.

Kaoru Ishikawa

Invented the cause and effect diagram

Brainstorming

Is a way for a group of people to generate as many ideas as possible in a very short time by tapping into group energy and Individual creativity.

Force field analysis

Is used to study existing problems and to anticipate and plan more effectively for implementing process changes.

Often used cause categories

Manpower, methods, material, measurement, and equipment. Clients, workers, supplies, environment, and procedures. What, how, when, and where Equipment/supplies, environment, rules/policies/procedures, and staff/people.

A matrix flow chart

Maps out a process in terms of the resources completing the steps.

Pareto principle

Named after 19th century economist Vilfredo Pareto, the principle suggests that most effects come from relatively few causes; that is, 80% of the effects come from 20% of the causes.

A decision matrix is also called:

Priority setting matrix

A high level flow chart is generally used by an improvement team to gain a basic picture of the process and to identify any changes taking place in the process

True

A high level flow chart shows the major steps of a process

True

Steps for creating a Pareto chart

1. Define the categories and the units of comparison for the data, such as frequency, time, or cost. 2. Sort the data into the defined categories and arrange the categories in descending order from largest to smallest, if there is a "other" category show it on the FAR RIGHT of the graph. 3. Calculate the percent of the total 4. Working from largest category to the smallest, calculate the cumulative percentage. 5. Draw and label the left vertical axis with the unit comparison. 6. Draw and label the horizontal axis with categories 7. Draw bars for each category.

The four basic steps to the construction of a workflow diagram:

1. Draw the area to be studied 2. Draw a line for each movement 3. Brainstorm how the movement can be decreased 4. Improve workflow and repeat.

Straight voting

All options are listed and each person in the group is given one vote.

Multi-voting

All options are listed and each person is allowed to vote for a limited number of items.

Weighted voting

All options are listed and each person is given the chance to give more weight to some choices than to others.

The most common qualitative improvement tools used during improvement projects are:

Brainstorming Cause and effect diagram Affinity diagram Prioritization tools Flowcharts Value stream map Workflow diagram Force field analysis

Reduce reliance on memory

Checklists, protocols, preprinted patient assessment tools, and computerized pop-up decision aids are examples of techniques used to reduce people's reliance on memory.

A decision matrix

Helps focus team member decisions on explicit criteria.

Design for errors

Human factors research has proven that we should not expect people to perform flawlessly. Improvement teams must design systems that encourage reliable performance but also allow for quick error detection and correction.

Flowchart

Improvement tool that provides a graphic representation of a process.

Pareto diagram

Improvement tool used to apply the Pareto principle; helps differentiate the significant few problems from the trivial many

Brainstorming

Improvement tool used to generate ideas and make group decisions.

Qualitative tools

Improvement tools used for generating ideas, setting priorities, providing direction, understanding problem causes, and helping to understand processes

Errors occur because of any number of personal and environmental factors, including:

Inattention Memory lapse Failure to communicate Poorly designed equipment Fatigue Inexperience Distracting working conditions Multi-tasking

Rectangle with curved bottom

Indicated a document

Rectangle with curved sides

Indicated stored data

Oval shape

Shows beginning and end steps in a process

Arrow

Shows direction of process flow

Stratification

Techniques used in combination with other data analysis tools, separates data into categories and sub-categories so patterns can be seen.

The most important part of an improvement project us

The action planning and implementation phase.

A Pareto chart graphically displays the relative importance of differences amping groups of data within a set.

True

A Pareto chart shows a snapshot of performance from one time period. It is never used to show performance over time.

True

A flowchart is a visual representation of the sequential steps of a process.

True