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Ishikawa Diagram

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  1. 1. Dr. Kaoru Ishikawa
  2. 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. 3. Continued customer service Cause and Effect diagram Quality circles His Contributions rnal Customer
  4. 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. 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. 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. 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. 8. Drew and expounded on principles from other quality gurus, W. Edwards Deming, creator of the Plan-Do-Check-Act mode Other Contributions
  9. 9. THANK YOU