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TQM Tools Application

Question Description

This chart provides the number of errors reported for a seven day period for the events completed during the turnaround process.

Errors Reported in a Seven Day Period
Event Sun Mon Tues Wed Thur Fri Sat Total
Total 9 29 11 11 8 9 21 98
Jet bridge delayed 1 2 1 1 1 1 2 9
Baggage belt broken 0 1 0 0 0 1 1 3
Refueling delayed 0 2 0 0 0 0 1 3
Galley servicing delayed 4 10 5 6 4 4 9 42
Cabin cleaning delayed 0 2 0 0 0 0 0 2
Cabin not properly cleaned 3 10 5 3 3 2 7 33
Baggage loading delayed 1 2 0 1 0 1 1 6

Complete the steps in each section and then submit your assignment for grading. Submit one spreadsheet containing a tab for each TQM tool used. Include all recommendations, interpretations, and suggested actions in the spreadsheet. Current APA formatting and references are not needed for this activity.

STEP 1: DEVELOP A HISTOGRAM AND PARETO CHART

Use Excel and the error data to develop a histogram and pareto chart. Review the charts and draw conclusions from the data. What actions would you suggest to reduce the number of errors?

STEP 2: BUILD A CAUSE-AND-EFFECT DIAGRAM

Pick one of the seven events in the Errors Reported in a Seven Day Period chart and build a fish-bone cause-and-effect diagram.

STEP 3: PRODUCE A SCATTER DIAGRAM

Continue with your examination of ways to reduce the error rate. Use the Servicing Delay vs. Support Staff data to produce a scatter diagram comparing the galley servicing delay versus the number of staff you are short of on each respective day.

Servicing Delay vs. Support Staff
Event Sun Mon Tues Wed Thur Fri Sat
Galley servicing delayed 4 10 5 6 4 4 9
Missing galley support staff 2 6 3 4 3 3 5

Can you draw any conclusions based on the chart? Based on this data, what actions would you recommend to reduce the galley servicing delay errors?

STEP 4: CREATE A STATISTICAL PROCESS CONTROL CHART

Use the Servicing Delay vs. Support Staff data from Step 3 and the Excel OM plugin to create a statistical process control chart (SPC). While this method is best used in manufacturing, you can apply the principles to our problem.

Explain the chart and indicate whether it provided you with any additional information on ways to reduce errors and improve quality.

STEP 5: SUBMIT THE ASSIGNMENT

Submit one spreadsheet containing a tab for each TQM tool used. Include all recommendations, interpretations, and suggested actions in the spreadsheet. Current APA formatting and references are not needed for this activity.

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