Quality improvement project using process management and quality tools

¶ … algebra or geometry have no use in "real" life, many people think that statistical analyses have no possible real-world applications. However, as the following scenario should make clear, statistical analysis can be extremely helpful in assessing quality control issues in the workplace. Using a specific type of statistical analysis, the supervisor at a former workplace was able to reduce costs while increasing customer satisfaction.

Analysis of variance (more generally referred to as an ANOVA test) is one of the most basic statistical tests that can be applied to a data set. It is used to provide an accurate way to compare the results from different groups (defined in ways that are relevant to the issue at hand). Such comparisons are useful because they provide information that allows processes to become more efficient or to meet other goals, such as increasing customer satisfaction.

For a number of years I have worked in a family-owned pet grooming company. It is a relatively small company, with two shops and plans to expand to four locations after the economy settles down. The staff provides grooming and bathing services for dogs, cats, and some "exotic" mammals such as sugar gliders and hedgehogs. These services include nail care, bathing and hair cutting. Some of the staff also trims birds' nails and flight feathers. The owners are thinking of adding boarding services as well as dog-walking services but are currently waiting on adding these services also.

The company frequently receives samples of grooming products -- shampoo and conditioners -- for dogs and occasionally for cats. Some products are advertised as for "all dog and cat breeds." These last ones are cheaper to buy; using just a few products also save a lot of space and time in training new employees. However, the owners noticed that these products did not seem to get the pets as clean: This was based on subjective judgments about softness and glossiness of fur.

The owners decided that it would be worthwhile to have a more systematic basis for assessing the products. Over a three-month period, the owners had one washer use only specialized products on the dogs and cats. Afterward, another groomer assessed the results. This second groomer used only the generalized products and had the results assessed by the first groomer. In both cases, the final results were judged by the owners as well as a "field team" of long-term customers.