Quality Storyboard - Worker Participation in Managerial Diagnosis

Worker Participation in Managerial Diagnosis

When the management attempts to make a managerial diagnosis, it is important that the people whose work is being diagnosed be properly prepared to enter the discussion. For this purpose, it is very helpful if everyone knows how to tell the QC story. Telling the story properly requires seven steps.

1. Plan and Problem definition:

This step includes an explanation of why the problem is important (which will tie it to the priority statements of the top management or to a problem that is essential as seen at the lower levels). Normally this step includes a discussion of the losses that occur because of the problem, the team that will work on it, and an estimate of what might be done. A target is often specified though it is understood that reaching such a target cannot be guaranteed. A schedule is proposed.

2. Data:

This step involves observing the time, place, type and symptoms of the problem. It involves data gathering and display in an attempt to understand the important aspects of the problem.

3. Analysis:

In this step the various tools of quality analysis are used, such as Control charts, Pareto charts, cause-and-effect diagrams, scatter diagrams, histograms, etc.

4. Action:

Based on the analysis, an action is taken.

5. Study:

The results are studied to see if they conform to what was expected and to learn from what was not expected. Data are taken to confirm the action.

6. Act/Standardization:

Appropriate steps are taken to see that the gains are secured. New standard procedures are introduced.

7. Plans for the future:

As a result of solving this problem, other problems will have been identified and other opportunities recognized.

These seven steps DO NOT describe how a problem is solved. Problem solving requires a great deal of iteration and it is often necessary to go back to a previous step as new data are found and better analyses are made. However, when it comes time to report on what was done, the above format provides the basis for telling the story in a way that makes it comprehensible to the upper levels of management.