Tool 155: Quality Chart

AKA

N/A

Classification

Changing/Implementing (CI)

Tool description

A quality chart is used to monitor quality metrics within any operation of an organization. The chart is a simple data collection form that reflects actual data and the results of continuous improvement efforts toward an established performance goal.

Typical application

• To publicly display the results of problem-solving teams on particular quality concerns.

• To monitor and track quality metrics within the organization.

• To identify quality of performance discrepancies.

Problem-solving phase

→	Select and define problem or opportunity
→	Identify and analyze causes or potential change
	Develop and plan possible solutions or change
→	Implement and evaluate solution or change
	Measure and report solution or change results
	Recognize and reward team efforts

Typically used by

	Research/statistics
	Creativity/innovation
	Engineering
	Project management
3	Manufacturing
	Marketing/sales
2	Administration/documentation
	Servicing/support
	Customer/quality metrics
1	Change management

links to other tools

before

• Information Needs Analysis

• Data Collection Strategy

• Sampling Methods

• Checksheet

• Observation

after

• Problem Analysis

• Potential Problem Analysis (PPA)

• Cost of Quality

• Process Analysis

• Countermeasures Matrix

Notes and key points

• Quality charts can be used for any function within the organization. Ideally, they display historical data, recent data trends, and established goals for quality improvement.

Step-by-step procedure

• STEP 1 A preprinted quality chart is publicly displayed in a hallway or other open space.

• STEP 2 A problem-solving team decides on the type of data and over what period of time the data is to be collected.

• STEP 3 The quality chart is prepared to reflect the quality concerns, type of data, quarters, weekly dates, and the established goal(s). See example Missed "24-Hour Turnaround" Customer Complaint Handling.

• STEP 4 Data is collected and posted on an ongoing basis, as shown in this example.

• STEP 5 The team continues to work on the identified problem areas and measures its improvement programs.

Example of tool application