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Fisbone Diagrams Assgnmnt1

Fisbone Diagrams Assgnmnt1

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  • John Ham is a student at Penn State University

Transcript

  • 1. Fishbone Diagrams (cause and effect, or Ishikawa diagrams) John Ham OISM 470W
  • 2. Overview (1 of 2)
    • Definition
      • Uses
      • Ishikawa
    • Use within organizations
      • benefits
    • Creation of the Diagram
      • Steps 1-9
  • 3. Overview (2 of 2)
    • Example
      • Service example
    • Exercise
      • Ham Industries
  • 4. Fishbone (Cause and Effect or Ishikawa) Diagrams (1 of 4)
    • Named after Kaoru Ishikawa
      • Japanese Quality pioneer
    • Resembles skeleton of a fish
    • Focus on causes rather than symptoms of a problem
    • Emphasizes group communication and brainstorming
    • Stimulates discussion
  • 5. Fishbone (Cause and Effect or Ishikawa) Diagrams (2 of 4)
    • One of Seven basic tools of Japanese Quality
    • Leads to increased understanding of complex problems
    • Visual and presentational tool
  • 6. Fishbone (Cause and Effect or Ishikawa) Diagrams (3 of 4)
    • Typically done on paper or chalkboard
    • Recently some computer programs have been created to make Fishbone Diagrams
      • Ishikawa Environment
  • 7. Use in Organizations (1 of 2)
    • Can be used to improve any product, process, or service
      • Any area of the company that is experiencing a problem
      • Isolates all relevant causes
  • 8. Use in Organizations (2 of 2)
    • Helps bring a problem into light
      • Group discussion and brainstorming
      • Finds reasons for quality variations, and the relationships between them
  • 9. Creating Fishbone Diagrams (1 of 4)
      • As a group:
      • 1. Establish problem (effect)
      • -state in clear terms
      • -agreed upon by entire group
      • 2. Problem becomes the “head” of the fish
      • -draw line to head (“backbone”)
  • 10. Creating a Fishbone Diagram (2 of 4)
      • Decide major causes of the problem
      • - by brainstorming
      • - if the effect or problem is part of a process the major steps in the process can be used
      • 4. Connect major causes to backbone of the fish with slanting arrows
  • 11. Creating a Fishbone Diagram (3 of 4)
    • 5. Brainstorm secondary causes for each of the major causes
    • 6. Connect these secondary causes to their respective major causes
    • 7. Repeat steps 5 & 6 for sub- causes dividing with increased specificity
    • - usually four or five levels
  • 12. Creating a Fishbone Diagram (4 of 4)
    • 8. Analyze and evaluate causes and sub-causes
    • -may require the use of statistical, analytical, and graphical tools
    • 9. Decide and take action
  • 13. Example (1 of 4)
    • Step 1 & 2:
    Poor Service (“backbone”) (“head”)
  • 14. Example (2 of 4)
    • Step 3 & 4:
    Poor Service Responsiveness Reliability Appearance Attention
  • 15. Example (3 of 4)
    • Step 5, 6, & 7:
    Poor Service Responsiveness Appearance Attention Reliability time courtesy personnel facility equipment One on one service dependability accuracy
  • 16. Example (4 of 4)
    • Step 8 & 9:
      • Use tools to analyze and evaluate causes
        • Pareto diagrams, charts, and graphs
        • Statistical analysis for causes in processes
      • Decide and take action
        • Use fishbone diagram, analysis and evaluations to find causes that can be fixed
        • Take action to eliminate and fix problem causes
  • 17. Exercise
    • Create a Fishbone (cause and effect, Ishikawa) Diagram for the following:
    • Management at Ham Industries has noticed that the productivity of its workers is well below the standard. After interviewing its employees, it was noticed that a vast majority felt dissatisfied and unhappy with their work. Your boss has asked you and a group of your peers to find the causes of worker dissatisfaction . Include all possible causes to at least the secondary level.
  • 18. Summary (1 of 3)
      • Fishbone Diagrams
        • - visual diagram
        • - resembles fish skeleton
        • - identifies the causes of a problem (effect), and their relationships
        • - created by Kaoru Ishikawa for Quality Management
  • 19. Summary (2 of 3)
    • Organizational Uses
      • Increases communication about problems
      • Used to improve any product, process, or service
      • Important part of quality management
  • 20. Summary (3 of 3)
    • Creation of Fishbone diagrams
      • Problem or effect is head of fish
      • Identify major, secondary and tertiary causes, and attach to backbone identifying relationships
      • Analyze and Evaluate results
      • Act to fix the problem(s)
  • 21. Bibliography
    • //home.t-online.de/home/kfmaas/q_ishika.html
    • www.zi.unizh.ch/software/unix/statmath/sas/sasdoc/qc/chap17/sect1.htm
    • www.dti.gov.uk/mbp/bpgt/m9ja00001/m9ja0000110.html
    • Foster, S. Thomas. Managing Quality: An Integrative Approach. 2001, Prentice-Hall