Dr. Kaoru Ishikawa

1. Dr. Kaoru
Ishikawa

2. • Born in Tokyo on July 13, 1915
• In 1939, graduated from in Engg. In Applied Chemistry
• 1939-41: worked as a naval officer ; 1941-47 worked at Nissan Liquid fuel
company
• In 1947, became associate professor in University of Tokyo
• In 1949, Ishikawa joined the Japanese Union of Scientists and Engineers (JUSE)
quality control research group
• His skill at mobilizing large groups of people towards a specific common goal was
largely responsible for Japan's quality-improvement initiatives.
• He translated, integrated and expanded the management concepts of W.
Edwards Deming and Joseph M. Juran into the Japanese system.
• Died on April 16, 1989

3. Continued
customer
service
Cause and
Effect
diagram
Quality
circles
His Contributions
Internal
Customer

4. Continued customer service
• Believed Quality improvement is a
continuous process and can always be taken
one step further
• His notion of company-wide quality control
called for continued customer service
• This meant that a customer would continue
receiving service even after receiving the
product
• Service would extend across the company
itself in all levels of management
• Beyond the company to the everyday lives of
those involved

5. Cause and Effect diagram
• Also called fishbone
diagram or Ishikawa
diagram
• The fishbone diagram
identifies many possible
causes for an effect or
problem.
• Can be used to structure a
brainstorming session
• Immediately sorts ideas
into useful categories.

6. Quality circles
• Group of workers who do the same or
similar work, who meet regularly to
identify, analyse and solve work-related
problems
• Led by a supervisor or manager
• Presents its solutions to management and
if possible workers implement the
solutions themselves
• Improve the performance of the
organization and motivate employees

7. Internal Customer
• Internal customers are people or
departments who work in the
same organization as the service
provider
• For example, the marketing
department is an internal
customer of the IT organization
because it uses IT services
• Increased employee satisfaction
• Lowered employee acquisi-
tion costs
• Increased employee productivity
and performance

8. Drew and expounded on principles from other quality gurus, W. Edwards
Deming, creator of the Plan-Do-Check-Act mode
Other Contributions

9. THANK
YOU