Basic Tools for Process Improvement

Module 1
OPERATIONAL
DEFINITIONS

OPERATIONAL DEFINITIONS 1
 Basic Tools for Process Improvement

What is an Operational Definition?

An Operational Definition gives communicable meaning to a concept by specifying
how the concept is measured and applied within a particular set of circumstances.
This definition highlights two important things about an Operational Definition
(Viewgraph 1):

It gives a precise meaning to the spoken or written word, forming a "common

language" between two or more people.

It defines how a word or phrase is used when it is applied in a specific context.

This implies that words may have different meanings when used in different
situations. For example, the Operational Definition of "ready" used in an air
squadron would be very different from the one applied in a naval hospital.

Strictly speaking, Operational Definitions aren’t "tools" in the same sense that Affinity
Diagrams, Flowcharts, Pareto Charts, and Histograms are. However, they are the
vital underpinning that helps us to use all of these other tools successfully.

Viewgraph 2 illustrates what can happen when a word or phrase is not understood in
the same way by everyone on a team.

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What Is an Operational Definition?

A definition that gives communicable

meaning to a concept by specifying
how the concept is measured and
applied within a particular set of
circumstances.
(Deming, 1986)

OPERATIONAL DEFINITIONS VIEWGRAPH 1

OPERATIONAL DEFINITIONS VIEWGRAPH 2

OPERATIONAL DEFINITIONS 3
 Basic Tools for Process Improvement

Why should a team use Operational Definitions?

Operational Definitions put workable meaning into our everyday terminology. Words
such as "good," "reliable," "defect," and "uniform" can have many meanings unless
they are defined in specific terms that apply in particular circumstances. As an
example, in the absence of an Operational Definition, the term "squared away" might
mean one thing to an Executive Officer immediately prior to the visit of a VIP, and
quite another to a young sailor involved in preparing for the visit but anxious to start a
three-day weekend. However, if "squared away" were operationally defined among
all of those getting the ship ready for the VIP, the term would mean the same thing to
the Exec and the sailor.

To communicate effectively and avoid misinterpretations, members of your team,

data collectors, and both internal and external customers and suppliers must use the
same Operational Definitions for the same concepts.

A review of the Data Collection module will help make it clear that everyone involved
in improving a process must be working from a common set of definitions. Misunder-
standings waste time; but worse, they add variation to your process. Consequently,
it is vitally important to develop Operational Definitions at each step of the Process
Improvement Flowchart in the new Handbook for Basic Process Improvement.

What are the elements of an Operational Definition?

An Operational Definition has three elements that help you to apply it (Viewgraph 3):

Criterion: The standard against which to evaluate the results of the test.

Test: A specific procedure for measuring a characteristic.

Decision: The determination as to whether the test results show that the
characteristic meets the criterion.

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Elements of an
Operational Definition
• Criterion: Standard against which to
evaluate results of the test

• Test: Procedure for measuring a

characteristic

• Decision: Determination whether test

results show the characteristic
meets the criterion

OPERATIONAL DEFINITIONS VIEWGRAPH 3

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 Basic Tools for Process Improvement

How is an Operational Definition developed?

The following example, based in part on W.E. Deming's discussion of Operational
Definitions [Ref. 1, pp. 287-290], illustrates how you can establish one or more
criteria, measure, and reach a decision:

What is meant when a blanket label says "50 percent wool"?

One interpretation might be that one-half of the area of the blanket is wool and the
other half is another material, such as cotton.

Another interpretation might be that the wool is evenly dispersed throughout the
entire blanket.

Still another interpretation might be that the blanket is two-ply, with one side made
entirely of wool and the other side made of cotton.

In the absence of more information, any of these definitions could be "correct." But
what do you want your blanket to be like? You and your team won't get what you
want unless you develop an Operational Definition (Viewgraph 4) of what is meant
by the term "50 percent wool."

Criterion: First, you need to set the criterion or standard for calling the
blanket "50 percent wool." In this example, the criteria are that the wool and
cotton fibers are evenly distributed throughout the blanket and the wool
comprises half the total weight of the blanket. Other criteria could have been
used, such as the number of threads of wool compared to the number of
threads of cotton.

Test: After you have decided on the criteria for "50 percent wool," you must
set up a test procedure to determine whether the blanket meets the criteria.
In this example, the decision was made to use a quantitative test in which ten
2-inch-by-2-inch squares were cut from specified areas in sample blankets.
These swatches were handed over to a laboratory technician to analyze and
measure the proportion of wool by weight.

Decision: Now you must make a decision. When the laboratory technician
has performed the test on the samples and presented you with the data, it
becomes a yes-or-no decision: Did the results of the test meet the criteria?

Viewgraph 5 provides you with a worksheet to use when your team is developing
Operational Definitions.

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Developing an
Operational Definition
We want a 50% • Criteria - Wool fibers evenly
wool blanket. distributed & comprise half
the blanket’s weight.

• Test - Analysis of samples

measures distribution &
proportion of fibers.

• Decision - Wool fibers evenly

distributed & comprise half
the weight. Blanket is 50%
wool.
OPERATIONAL DEFINITIONS VIEWGRAPH 4

Worksheet
Operationally define the term:

Criterion:

Test:

Decision:

OPERATIONAL DEFINITIONS VIEWGRAPH 5

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Why should we go through this rigorous process?

“An operational definition is one that people can do business with....(It) must be
communicable, with the same meaning to vendor as to purchaser, same meaning
yesterday and today...” [Ref.1, p. 277]. In other words, a correctly formulated
operational definition enables all of the people involved in a transaction to use and
understand a term in exactly the same way every time.

This becomes especially important when you are collecting data. Each person on
your team may have a different idea about what constitutes a defect. But when you
have established the criteria for what is acceptable and the test procedure for
separating what is acceptable from what is defective, all team members can
determine what is and is not a defect.

By extension, we can see that Operational Definitions are relevant only within the
particular circumstances you are examining. To illustrate this concept, let’s look at
another of Dr. Demings examples [Ref. 2]:

What is a clean table?

If you are using the table as a workbench, then clean may only mean that it is free of
clutter. On the other hand, if it is a lunch table, you would want some level of
cleanliness which is achieved by using a mild detergent. If it is an operating room
table, it would have to be antiseptically clean to prevent the spread of infection. The
Operational Definition of clean is quite different for each of these situations, so you
can see that context is important.

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How can we practice what we've learned?

As you practice developing Operational Definitions using the exercises that follow,
keep in mind that there are no standard or right answers. You can use the worksheet
in Viewgraph 5 to develop your own Operational Definitions for the terms in the
exercises. Some possible answers are provided in Viewgraphs 6 through 10.

EXERCISE 1 - The ship's First Lieutenant was conducting a training session on

preparing a metallic surface for painting, stressing the requirement that the surface
must be rust-free. Operationally define the term rust-free (Viewgraph 6).

EXERCISE 2 - A quality improvement team at a medical clinic pharmacy was

attempting to improve its process by making prescription service as fast as possible.
Operationally define the term fast in this context (Viewgraph 7).

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Exercise 1 - Possible Answer

Operationally define the term
Rust-free
Criterion: The absence of any visible oxidation on the
surface of the metal

Test: Under good lighting conditions, a person

with 20/20 vision examines the surface of
the metal for evidence of oxidation.

Decision: If no oxidation is observed, the criterion is

met. The surface is rust-free.
OPERATIONAL DEFINITIONS VIEWGRAPH 6

Exercise 2 - Possible Answer

Operationally define the term
Fast (pharmacy service)
Criterion: Medication is dispensed at the customer
service window no more than 10 minutes
after the prescription is turned in at the
pharmacy.

Test: The time to fill a prescription is determined

using a calibrated stopwatch.

Decision: If the medication is dispensed no more than

10 minutes after receipt of the prescription,
the criterion is met. Pharmacy service isfast.
OPERATIONAL DEFINITIONS VIEWGRAPH 7

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EXERCISE 3 - A rotating piece of machinery requires oil to lubricate the surfaces of

its bearings. Operationally define the term satisfactory as it relates to oil lubrication
for a bearing. Try doing this using two different criteria:

a. Oil flow (Viewgraphs 8)

b. Oil pressure (Viewgraph 9)

OPERATIONAL DEFINITIONS 11
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Exercise 3a - Possible Answer

Operationally define the term
Satisfactory (oil lubrication)
Criterion: Evidence of oil in the bearing’s sight flow
indicator
Test: Under good lighting conditions, oil flow is
observed with the naked eye in the sight
flow indicator.
Decision: If oil flow is observed, the criterion is met.
Oil lubrication is satisfactory.

OPERATIONAL DEFINITIONS VIEWGRAPH 8

Exercise 3b - Possible Answer

Operationally define the term
Satisfactory (oil lubrication)
Criterion: Minimum of 15 PSIG of lube oil pressure
at the most remote bearing

Test: An observer checks the oil gage pressure

at the most remote bearing.

Decision: If the oil gage pressure is at least 15 PSIG,

the criterion is met. Oil lubrication is
satisfactory.

OPERATIONAL DEFINITIONS VIEWGRAPH 9

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REFERENCES:
1. Deming, W.E. (1982). Out of the Crisis, pp. 287-289. Cambridge, MA:
Massachusetts Institute of Technology, Center for Advanced Engineering Study.

2. Deming, W.E. Seminar on Quality, Productivity, and Competitive Position,

Student Notebook, p. 47. Wailea, Maui, HI, 12-15 JAN 1993. Los Angeles, CA:
Quality Enhancement Seminars, Inc.

3. Department of the Navy (November 1992), Fundamentals of Total Quality

Leadership (Instructor Guide), pp. 5-23 - 5-24. San Diego, CA: Navy Personnel
Research and Development Center.

4. Department of the Navy (September 1993). Systems Approach to Process

Improvement (Instructor Guide), pp. 2-21 - 2-29. San Diego, CA: OUSN Total
Quality Leadership Office and Navy Personnel Research and Development
Center.

5. Scholtes, P.R., et al (1988). The Team Handbook, pp. 2-28 - 2-29. Madison, WI:
Joiner Associates.

OPERATIONAL DEFINITIONS 13
OPERATIONAL DEFINITIONS VIEWGRAPH 2
 Elements of an
Operational Definition
• Criterion: Standard against which to
evaluate results of the test
• Test: Procedure for measuring a
characteristic
• Decision: Determination whether test
results show the characteristic
meets the criterion
OPERATIONAL DEFINITIONS VIEWGRAPH 3
 Developing an
Operational Definition
We want a 50% • Criteria - Wool fibers evenly
wool blanket. distributed & comprise half
the blanket’s weight.
• Test - Analysis of samples
measures distribution &
proportion of fibers.
• Decision - Wool fibers evenly
distributed & comprise half
the weight. Blanket is 50%
wool.
OPERATIONAL DEFINITIONS VIEWGRAPH 4
 Worksheet
Operationally define the term:
Criterion:
Test:
Decision:
OPERATIONAL DEFINITIONS VIEWGRAPH 5
 Exercise 1 - Possible Answer
Operationally define the term
Rust-free
Criterion: The absence of any visible oxidation on the
surface of the metal
Test: Under good lighting conditions, a person
with 20/20 vision examines the surface of
the metal for evidence of oxidation.
Decision: If no oxidation is observed, the criterion is
met. The surface is rust-free.
OPERATIONAL DEFINITIONS VIEWGRAPH 6
 Exercise 2 - Possible Answer
Operationally define the term
Fast (pharmacy service)
Criterion: Medication is dispensed at the customer
service window no more than 10 minutes
after the prescription is turned in at the
pharmacy.
Test: The time to fill a prescription is determined
using a calibrated stopwatch.
Decision: If the medication is dispensed no more than
10 minutes after receipt of the prescription,
the criterion is met. Pharmacy service is fast.
OPERATIONAL DEFINITIONS VIEWGRAPH 7
 Exercise 3a - Possible Answer
Operationally define the term
Satisfactory (oil lubrication)
Criterion: Evidence of oil in the bearing’s sight flow
indicator
Test: Under good lighting conditions, oil flow is
observed with the naked eye in the sight
flow indicator.
Decision: If oil flow is observed, the criterion is met.
Oil lubrication is satisfactory.
OPERATIONAL DEFINITIONS VIEWGRAPH 8
 Exercise 3b - Possible Answer
Operationally define the term
Satisfactory (oil lubrication)
Criterion: Minimum of 15 PSIG of lube oil pressure
at the most remote bearing
Test: An observer checks the oil gage pressure
at the most remote bearing.
Decision: If the oil gage pressure is at least 15 PSIG,
the criterion is met. Oil lubrication is
satisfactory.
OPERATIONAL DEFINITIONS VIEWGRAPH 9