2.- Quality and the Art of Discovery by George Box Part II

Summary

El guion trata sobre la creatividad humana y cómo puede ser utilizada para mejorar sistemas y procesos. Se enfatiza que todos los seres humanos son creativos y que esta creatividad se desperdicia en la actualidad. El vídeo explica cómo la responsabilidad de la mejora de la calidad es de cada individuo y no solo de un departamento. Se presentan herramientas sencillas como diagramas de Pareto, diagramas de causas-efectos (también conocidos como diagramas de Ishikawa o 'caja de pescado'), histogramas, y gráficos de dispersión para ayudar a las personas a detectar y solucionar problemas en su entorno de trabajo. El objetivo es pasar de la inspección de calidad a la detección de calidad, involucrando a todos en la mejora continua.

Takeaways

• 🧠 **Creación de soluciones**: Los humanos son capaces de crear y encontrar soluciones a problemas, lo que los distingue de otros animales.
• 🚀 **Creación innata**: Todos los seres humanos son creativos, aunque la cantidad de creatividad puede variar de persona a persona.
• 📊 **Distribución de creatividad**: La creatividad se distribuye de manera similar a otras características humanas, como la altura, y no todos tienen la misma cantidad.
• 🔍 **Solución de problemas**: Muchas de las soluciones a los problemas organizacionales son sencillas y accesibles para aquellos con una cantidad promedio de creatividad.
• 🌐 **Sistemas de mejora**: Cada sistema operativo proporciona información sobre cómo puede mejorarse, y la mejora de la calidad es responsabilidad de cada individuo.
• 🤝 **Empowerment**: Los individuos deben estar empoderados para asumir responsabilidades y mejorar el sistema en el que trabajan.
• 📈 **Herramientas de mejora**: Se pueden utilizar herramientas simples como diagramas de Pareto, diagramas de causas-efectos, hojas de chequeo, histogramas, estratificaciones, gráficos y diagramas de dispersión para mejorar la calidad.
• 🔧 **Aplicación práctica**: Estas herramientas no solo se pueden usar en procesos de producción, sino también en otros contextos, como la atención médica.
• 🌟 **Transformación cultural**: La filosofía de gestión debe cambiar para permitir que todos los empleados contribuyan a la mejora continua del sistema.
• 📉 **Reducción de defectos**: La mejora continua puede reducir drásticamente los defectos en los productos, como se demuestra en un caso de estudio de una fábrica de televisores.

Q & A

¿Qué es lo que distingue a los seres humanos de los demás animales según el transcript?

Los seres humanos se distinguen por su capacidad para ser creativos y solucionar problemas, a diferencia de otros animales que siguen instintos básicos.

¿Por qué la creatividad de los seres humanos es importante según el guion?

La creatividad es importante porque permite a los humanos adaptarse, innovar y mejorar su calidad de vida, algo que no se observa en el reino animal.

¿Cuál es la distribución de la creatividad entre las personas según el texto?

La creatividad se distribuye de manera similar a la curva normal, con la mayoría de las personas teniendo una cantidad promedio de creatividad y unos pocos con niveles muy altos o bajos.

¿Por qué la creatividad no se está utilizando al máximo según el guion?

La creatividad no se está utilizando al máximo porque en el pasado se dependía de un grupo selecto de personas con alta creatividad para generar ideas, mientras que la gran mayoría de la creatividad de las personas promedio y aquellos con menos creatividad se desperdiciaba.

¿Qué tipo de problemas requiere una cantidad limitada de creatividad para resolverlos?

Los problemas que afectan a las organizaciones a menudo son básicos y sencillos, y no requieren un genio para ser resueltos, sino más bien una distribución equitativa de la creatividad existente.

¿Qué es lo que cada sistema operativo proporciona según el guion?

Cada sistema operativo proporciona información sobre cómo puede mejorarse, lo que se puede utilizar para fomentar la creatividad y la mejora continua.

¿Qué libro de W. Edwards Deming se menciona en el guion y qué enseña?

Se menciona el libro 'Out of the Crisis' de W. Edwards Deming, que enseña que la mejora de la calidad es la responsabilidad de cada individuo y no solo de un departamento de calidad.

¿Qué es lo que cada individuo debe estar capacitado para hacer según Deming?

Cada individuo debe estar capacitado para asumir responsabilidades y mejorar la calidad, teniendo la autoridad y los recursos necesarios para llevar a cabo sus tareas.

¿Qué herramienta se menciona en el guion para mejorar la calidad y la productividad?

Se mencionan varias herramientas, incluyendo diagramas de Pareto, diagramas de causas-efectos (también conocidos como diagramas de Ishikawa o 'fishbone diagrams'), hojas de verificación, histogramas, estratificaciones, gráficos y diagramas de dispersión.

¿Cómo se puede usar la información contenida en los defectos para mejorar un proceso según el guion?

La información contenida en los defectos, como los resortes con grietas, se puede usar para identificar las causas principales de los problemas y trabajar en la mejora del proceso, utilizando herramientas estadísticas y de calidad para analizar y solucionar problemas.

¿Qué ejemplo se da en el guion para ilustrar cómo se pueden usar las herramientas de calidad para solucionar problemas?

Se da el ejemplo de una fábrica que produce resortes, donde se analizan los defectos de un grupo de resortes rechazados para identificar las causas principales de los problemas y mejorar el proceso de producción.

Outlines

00:00

😀 La creatividad humana y su potencial no utilizado

El primer párrafo aborda la capacidad creativa de los seres humanos y cómo esta no está siendo aprovechada al máximo. Se destaca que, a diferencia de otros animales, los humanos tienen la habilidad de crear y mejorar las cosas. La creatividad se distribuye de manera desigual entre las personas, y aunque hay individuos con altos niveles de creatividad, la mayoría de las personas tienen niveles promedio. La sociedad tradicionalmente ha dependido de estos individuos altamente creativos para generar ideas, pero hay una gran cantidad de creatividad que se desperdicia. Se argumenta que cada sistema operativo proporciona información sobre cómo mejorar y que la responsabilidad de la mejora de la calidad es de todos los individuos, no solo de los departamentos de calidad. Se menciona la filosofía de gestión de W. Edwards Deming y la importancia de empoderar a los individuos para que puedan mejorar su sistema.

05:01

👥 La importancia de los equipos y la toma de decisiones con datos

El segundo párrafo se centra en la importancia de trabajar en equipos y en la recopilación y discusión de datos para solucionar problemas. Se menciona un libro llamado 'A Team Handbook' que trata sobre cómo los equipos pueden colaborar con la gestión para mejorar la calidad continua. Los datos se recopilan para solucionar problemas en lugar de repartir culpabilidad. Se enfatiza la importancia de escuchar a aquellos que están cerca del sistema, como enfermeras o operarios, ya que tienen información valiosa para mejorar el proceso. Se introducen las técnicas de control de calidad de Ishikawa y los siete herramientas gráficas y estadísticas simples que se pueden usar para analizar problemas y mejorar procesos.

10:04

🔍 Herramientas para la detección de calidad y el análisis de datos

El tercer párrafo explica en detalle cómo se pueden usar las herramientas de Ishikawa para convertir a las personas en 'detectives de calidad'. Se da un ejemplo de cómo se pueden analizar los defectos en una producción de resortes, utilizando diagramas de Pareto, diagramas de causas-efectos (también conocidos como diagramas de Ishikawa o 'causa-efecto'), histogramas y gráficos de dispersión. Estas herramientas ayudan a identificar las causas principales de los problemas y a tomar decisiones basadas en datos en lugar de en prejuicios. Se argumenta que estos métodos pueden aplicarse en diferentes contextos, no solo en la producción de resortes.

15:05

🚀 La transición de la inspección de calidad a la detección de calidad

El cuarto y último párrafo discute cómo la aplicación de estas herramientas simples ha logrado muchos éxitos y ha revelado problemas más complejos que requieren técnicas más sofisticadas. Se menciona un ejemplo de una fábrica que ha reducido significativamente su tasa de defectos gracias a la mejora continua. Se destaca cómo la aplicación de estas técnicas ha llevado a una mejora en la calidad del producto, en el proceso y en la moral de los trabajadores. Se argumenta que, con las herramientas y el aliento adecuados, los trabajadores pueden ser más felices y productivos. Se sugiere que estos métodos pueden catalizar la creatividad y la mejora de la calidad y la productividad.

Keywords

💡creatividade

La creatividad es la capacidad de los seres humanos para generar ideas o soluciones originales y no estándar. En el vídeo, se destaca que todos los humanos son creativos y que esta creatividad puede y debe ser utilizada para mejorar las cosas. Se menciona que, a diferencia de otros animales, los humanos tienen la necesidad de ser creativos y que este atributo es lo que más nos diferencia del reino animal.

💡distribución

La distribución se refiere a cómo se reparte algo entre diferentes elementos de un conjunto. En el guion, se habla de la creatividad como un atributo que se distribuye de manera no uniforme entre las personas, con algunos siendo más creativos que otros. Esto se ilustra con una comparación gráfica que sugiere que mientras la mayoría de las personas tienen un nivel promedio de creatividad, hay individuos con niveles extremadamente altos o bajos.

💡sistemas

Un sistema es un conjunto de elementos interconectados que trabajan juntos para lograr un propósito. En el vídeo, se discute cómo cada sistema genera información que puede utilizarse para mejorarse a sí mismo. Los sistemas se presentan como entidades que, si se les da la oportunidad y los recursos adecuados, pueden evolucionar y mejorar constantemente.

💡mejora continua

La mejora continua es el proceso de mejora gradual y constante de los procesos y productos. En el vídeo, se menciona que la mejora continua es la responsabilidad de cada individuo en una empresa y no solo del departamento de calidad. Se enfatiza la importancia de la participación de todos los miembros del equipo en la búsqueda de mejoras.

💡responsabilidad individual

La responsabilidad individual hace referencia a la expectativa de que cada miembro de un equipo o organización asuma la responsabilidad de contribuir a la mejora continua. En el vídeo, se argumenta que cada persona, y no solo ciertos departamentos o roles, debe estar comprometida con la mejora de la calidad.

💡herramientas de mejora

Las herramientas de mejora son métodos y técnicas que se utilizan para identificar y solucionar problemas en los procesos de producción o servicio. En el vídeo, se mencionan varias herramientas de mejora, como los diagramas de Pareto, los diagramas de causas-efecto (también conocidos como diagramas de Ishikawa o diagramas de la empinada), las gráficas de control y otros, que ayudan a los trabajadores a ser 'detectives de la calidad'.

💡datos

Los datos son información recopilada de eventos o mediciones que se pueden analizar para obtener conocimiento o entender mejor un proceso. En el vídeo, se enfatiza la importancia de recopilar y discutir datos para solucionar problemas en lugar de usarlos para repartir la culpa. Los datos se presentan como una forma de involucrar a los trabajadores más cercanos al sistema en la mejora continua.

💡experimentos de diseño

Los experimentos de diseño son métodos estadísticos utilizados para planificar y ejecutar experimentos de manera que se pueda obtener la mayor cantidad de información posible con el menor número de ensayos. En el vídeo, se sugiere que los experimentos de diseño pueden aumentar la eficiencia de la investigación y, por lo tanto, catalizar la creatividad y la mejora de la calidad y productividad.

💡W. Edwards Deming

W. Edwards Deming fue un estadístico y consultor que desarrolló una filosofía de gestión conocida como 'Teoría de la calidad total'. En el vídeo, se menciona su libro 'Out of the Crisis' y su enfoque en la mejora de la calidad, la responsabilidad individual y la importancia de la información para mejorar los sistemas.

💡equipos de trabajo

Los equipos de trabajo son grupos de personas que trabajan juntas para lograr un objetivo común. En el vídeo, se habla de la importancia de los equipos de trabajo en la mejora continua, con la gestión desempeñando un papel de entrenador y los trabajadores trabajando juntos para solucionar problemas y mejorar procesos.

Highlights

Human beings have the unique ability to be creative and fix things.

Creativity is a human trait that has allowed us to progress significantly over time.

Everyone possesses creativity, but the amount varies among individuals.

In the past, society relied on a few highly creative individuals for innovation.

The distribution of creativity is similar to a normal distribution curve.

Many problems organizations face are simple and can be solved by average creativity.

The potential for creativity is often wasted due to lack of opportunity.

Every operating system provides information on how it can be improved.

A radically different management philosophy is needed to unleash creativity.

W. Edwards Deming's book 'Out of the Crisis' discusses the importance of quality improvement.

Quality improvement should be the responsibility of every individual.

Individuals must be empowered to undertake responsibilities for improvement.

The book 'The Team Handbook' by Peter Scholtes discusses worker teams and management cooperation.

Data should be collected for problem-solving, not for apportioning blame.

Ishikawa's 'Guide to Quality Control' introduces seven simple tools for quality improvement.

The seven tools include Pareto diagrams, cause-effect diagrams, check sheets, histograms, stratifications, graphs, and scatter plots.

Pareto diagrams help identify the main causes of problems.

Cause-effect diagrams, or fishbone charts, help explore potential causes of issues.

Histograms and stratifications provide insights into the distribution and nature of problems.

Scatter plots can reveal relationships between variables.

These tools can be applied in various fields, not just manufacturing.

The concept of quality detection is introduced as a proactive approach to quality improvement.

A real-world example of a factory reducing defect rates demonstrates the effectiveness of these methods.

Statistical experimental design can further enhance the efficiency of quality improvement.

Transcripts

well human beings don't have to be

powerless they do have the ability to

fix things

in fact what most distinguishes human

beings from the rest of the animal

kingdom Fish gotta swim Birds gotta fly

human beings have to be creative

everyone is creative if you could see

some horses in the field 20,000 years

ago saying what would they be doing

ain't just running around doing the same

kind of things that horses in the field

now would be doing they wouldn't be

doing anything different put human

beings in the same position twenty

thousand years ago in now by now they do

learn to have clean water they didn't

learn to clothe themselves to shelter

themselves maybe even to make videos and

movies so everyone is creative and most

of that creativity at the moment is

being is running to waste I want to show

you how we can put it to good use

everyone has creativity but not everyone

are the same amount of creativity

creativity like height or anything else

must be distributed in some kind of

distribution that looks like the Anna

suppose and you know there will be some

people here who are average people

they'll be most of those people with the

average amount of creativity there'll be

a few people over here with a very high

amount of creativity a few over you know

with with less and in the past it's been

these people over here that we've been

relying on to come up with all the ideas

those are supposed to be the pH DS and

the MBAs and so forth and although you

know I have graduate students and I

sometimes really wonder whether those

are the people in there but anyway you

can see that I have a lot of creativity

in this part of the curve that in the

old system was not being used at all and

this is it's an you notice this is even

more dramatic if you think about the

creativity needed to solve the problems

that mess

I mean we don't need some genius or

other to find out how we can arrange to

have the right screw for example in the

in a certain workplace or to ensure that

patients records are there when the

patients there to see the doctor many

problems that beset organizations are

really basically very simple and the

likely thing is that the distribution of

the difficulty of problems or the

creativity needed to solve problems is

more like this there's a lot of very

simple problems and there's a few more

complicated problems so you can see that

these people over here are perfectly

capable of solving these problems and at

the present moment they're not doing it

because they don't have the chance to do

it so the thing is every operating

system supplies information on how it

can be improved we talked about there

we've talked about an opportunity to use

creativity as a vital need for all

humanity so if we put these things

together we ought to be in great shape

didn't we so why aren't we well the fact

of the matter is that many people

working in a system they have no

expectation the system could be better

no understanding of how to make it

better and no power to change it and

what we have to do is to release that

potential and to do that we need a

radically different management

philosophy an appropriate organization

to put that philosophy and effect and

some simple tools the change in

management philosophy is the most

important of all and that's discussed in

this famous book by W Edwards Deming out

of the crisis among the things that

Deming points out is that quality

improvement is each individual person's

responsibility you don't any longer say

well there's a quality improvement

department over there or the quality

department there that people are

supposed to look at well it is nothing

to do with me that's a never made any

sense and it

make any sense now I'm not saying you

should eliminate the quality Department

you can have them training everybody

else that's what they should be doing

but it's everyone's responsibility the

second thing is that each individual

must be suitably empowered to undertake

responsibilities you can't just tell

them to do it and they've got to know

that they can they can undertake to do

it and how can that be arranged well a

very interesting book about how I can

arrange my work by having worker teams

working with management with management

sort of taking positions of a coach

really in continuous quality improvement

is this book a team handbook published

by joiner associates and written by

Peter scholtes and some other people at

joiners an excellent book about teams

the other thing of course is that that

appropriate data have to be collected

and discussed and the data is collected

to discuss none of the means of

apportioning blame but to provide

material for team problem-solving

meetings and input from persons closest

to the system is encouraged you know

people like nurses who work with the

patients and those people are working on

the actual machines they know a

tremendous amount about what's going on

and they drop very often feel frustrated

they say things like well that's the

system I can't do anything about it

they're really saying you know there's a

lot of things here that I could I know

ways of improving I just can't do it so

let's talk about some simple tools that

people like that can use and there's a

very interesting little book here which

is guide to quality control by Ishikawa

now Ishikawa was the grandfather really

of these kinds of techniques using these

kind of techniques in Japan and there he

talks about in this book he talks about

what he calls the seven tools which are

the seven simple if you like graphical

statistical

simple things which can be used Pareto

diagrams cause-effect diagrams check

sheets histograms stratifications graphs

and scatter plots now they sound like a

lot of mysterious things but they're

they're really very straightforward so

let's CERN

let me explain them in terms of a

example suppose we're making Springs

okay and we make perhaps 50,000 Springs

in a week and the end of the week

there's a heap over there 217 Springs

that we throw out for some reason or

other what are we going to do with those

200 and that little heat there well

we're going to throw it in the garbage

aren't we well now that's not such a

good idea because of that heap of 217

Springs contains a lot of information

and in fact the first thing we might do

is to take the 217 Springs and get

somebody go through them and say how

many of them had cracks how many I'm did

we throw out because they had cracks

maybe that turns out there's perhaps 151

of those how many of them because we had

scratches there's perhaps all 55 of

those 26 because they had pin holes 15

got their dimensions wrong and so on

and so now you've got what they call

this is a idea due to Duran a Pareto

diagram in which you can very clearly

see that the the main cause of the

problems seems to be on a very important

cause anyways cracks not so much

scratches or pinholes or dimensions and

even though there's some big mouths over

there that's saying yeah I know what the

problem with this plant is I used to

manage that plant it's always pinholes

that's what causes all the problems you

say that guy show me the data you work

with data you don't work with prejudices

okay so having got the fact that well

cracks of the we're going to work on

cracks let's say because that seems to

be the important the most important

thing then you can go to this cause

effect diagram time I call it fish bone

char

for obvious reasons and what you do is

you set up a blackboard gather all the

guys around who were involved in making

the stuff making the springs and say

look we're getting too many cracks what

do you think caused cracks well somebody

says I think it's the inspection process

I don't believe there are all that

number of cracks

I think the inspectors see cracks when

there aren't any cracks and somebody

else says yeah and I don't think those

gauges really are accurate either that

measure the cracks

somebody says well I don't believe it's

got much to do with without I think it's

the assembly you know we don't have we

there aren't any cracks when it leaves

us it's when it gets to those guys who

do the assembly that cracks appear in

the spring and somebody else is saying

no I don't think that's it either I

believe that way back there where they

do the hardening before it gets to us

they don't control that oven temperature

very well and the carbon content

supposed to be kept very constant I

don't believe it is and they're

quenching all temperature to is

something that's not kept as constant it

should be somebody else is saying well

you know I believe I've noticed that

tight we we make two types of springs

and I believe that type a you get more

cracks with Taipei's springs into a type

B now what's what's all this in aid of

you saying it's an aid of people can be

detectives where we are we trying to do

is encourage people to be quality

detectives to be trying to figure out

all these kinds of things are useful in

trying to figure out what's going on

some of these will be eliminated because

after there's been a discussion among

these guys they'll say well you know it

couldn't really be in the assembly

because we check for scratch before it

even goes to assembly so it's not those

people and you know you can eliminate

some other things you might want to see

if we could get more data on some of

these things like for example this thing

about spring type and summer one useful

way of getting more information about

something is to make a histogram

you can get someone to measure the size

of the cracks for example and this is a

histogram it's just a kind of a

distribution that says there are this

many cracks that hang on between one and

one point five units in size there's

this many cracks that are between one

point five and two and so on and this

gives a pretty good idea of you know how

big the cracks are and what how what

sort of spread their owing the the

biggest crack and the smallest crack and

things like that but that kind of

diagram can be more valuable when we do

what Escala calls stratify the thing in

other words we split the histogram in

some way we could them you can imagine

if we knew who'd inspected what for

example we could say well let's look at

the springs that inspector a didn't and

the size of the cracks that are supposed

to be for inspected B and see if they've

really measured those if it looks as if

the measurement is different with those

two different people or you can imagine

going looking this idea this guy at

about type A and type B Springs if you

split that into two parts you might find

that type a Springs look like that for

the histogram and when you separated out

tied these Springs they look like that

so you can see now that when you split

that histogram into to the table a

Springs yes there are more type-a

Springs there are type D spring and yes

the cracks are bigger in these than

those why is that well again it's the

question of detection I mean you've got

to you've got to get the somebody in

there that knows about what the

differences are between these two types

of Springs somebody will say you know

what the difference thing though to type

Springs are they're made from different

alloys or whatever it may be and this

kind of thing is going to lead to

figuring out what's causing it and

another useful and simple tool it's just

to plot one thing against another

remember back there somebody was saying

well the the temperature is is the is

not

constant in the in the hardening process

so maybe we can get some information

about how large the cracks are what

temperature like going back over over

the data and seeing how that temperature

varied at different times what

temperature was that made at and you can

see that if you get a this kind of thing

it's suggesting that as you go to hotter

temperatures so you're getting larger

crack sizes now this doesn't prove that

a high temperature produces larger crack

sizes I mean from a statisticians point

of view you see a thing like this it

says either this causes that or that

causes this or they're both caused by

something else but it does show you that

something's going on something is there

that has to be explained so these these

tools of Ishikawa are very valuable

tools and they can be used by everybody

and they're not just in I've shown you

an example where we're using them in in

a pretty in a production process for

Springs but actually these tools can

also be used for example in in figuring

out whether the drugs are being properly

given to patients and in any number of

different applications it's not Rican

find to any particular kind of

application so we're saying that every

system generates information that can be

used to improving that system is really

like a radio tower radio tower generates

electronic waves a system generates

information that can tell us how to

improve it but I go buy a radio tower

every day when I Drive open the

University and I don't hear a darn thing

unless my radios are and these devices

been talking about the Pareto diagram

the fishbone chart the scatter plot and

so forth those are just like radio

receivers they're tuning in to

that process which is generating

information about and telling us how we

can fix the system how we can improve it

so what we're trying to do here then is

to move from the idea the old idea was

was the quality policeman someone stood

at the door and said you know this batch

can go out that's this batch can't go

out and so on and what's quality

inspection instead of that what we're

working with here is quality detection

you're trying all the time everybody is

trying all the time to figure out the

bugs in the process so everyone can help

to improve the process they work on and

when given tools and encouragement to do

so will become help happier more

productive well people say and that's

all very well but does it work in this

country

well I remember my late colleague bill

hunter was teaching a class a few years

ago and we all went down to look at a

factory which is just outside Chicago

making television sets and when that

factory was first taken over which was

four or five years previous to that

there have been a very very hard defect

rate and actually they told us it was

about 128 percent which sounds

impossible with what it means is that as

television sets come down the line every

set is taken off at least once and some

sets twice and they told us in those

days when they got started it was just

like a madhouse by continuous

improvement not over a matter of four

weeks not four months but four or five

years they got that number down from 128

percent to two percent so what are these

people find an improved product and a

process improved process and much

improve morale I mean it's it feels

pretty bad when all hell's breaking

loose all around you

managers have time to manage they told

us that before the system was just like

a madhouse that now they could you know

occasionally they did

better to pick something offline but

that was a rare event and so they really

had time to do what they were supposed

to be doing instead of spending all

their time putting out fires

well white application of these simple

tools achieves many successes but it

also reveals tougher problems which need

more sophisticated techniques you

remember we started these to this tape

by talking about informed observation

and directed experimentation but so far

we've only discussed informed

observation in the rest of these tapes

we'll show you a engineers and other

scientists can use the concepts of

statistical experimental design to plan

new products that really go wrong and to

improve existing products and processes

and this is our third resource remember

our resources were every operating

system generates information it can be

used to improve it the second was

everyone has creativity and the third

was designed experiments can greatly

increase the efficiency of

experimentation so now we've set the

stage to discuss designed experiments in

the rest of these tapes as you'll see

statistically designed experiments can

be used by engineers and scientists to

aid them in their investigations and by

increasing their efficiency this can

greatly catalyze the catalyze their

creativity and the rate of improvement

of quality and productivity

[Music]