ishikawa fishbone diagram eng 20111109 (1)

8/10/2019 Ishikawa Fishbone Diagram ENG 20111109 (1)

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Ishikawa fshbone diagramIshikawa fshbone diagram

Skorkovsk ESF MU KPHSkorkovsk ESF MU KPH


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IntroductionIntroduction (FBD= fishbone diara!"(FBD= fishbone diara!"

FDB is a tool to find out relationshipsFDB is a tool to find out relationships::

Use in QM especially in automotive industryUse in QM especially in automotive industry

On of the tooOn of the toollset used to create so called 8Dset used to create so called 8D

report (8 disciplines=FBD+!"#s+$%+QM&report (8 disciplines=FBD+!"#s+$%+QM& %nother tool : !"#s%nother tool : !"#s ' ill )e cleared later' ill )e cleared later

%nother tool : $%*,O=$% analysis%nother tool : $%*,O=$% analysis ill )eill )e shonshonlaterlater

Effect#ause


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Fishbone diara!Fishbone diara!

Dissatisfiedor-er

MachinesMana.ement

Mother /ature Men

(Methods$ Materia%$ Man&o'er$ Measure!ent$ Machines$ Mother ature$Manae!ent"

)rainin

Sa%ar*

+bso%ete

Danerous

)reacherous

Inca&ab%e

)o hot

)errib%e co%d


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So!e chosen &rob%e!s 'hich cou%d beSo!e chosen &rob%e!s 'hich cou%d be

find out durin E,P su&&ort &rocessfind out durin E,P su&&ort &rocessII

long response time to requirementslong response time to requirements requirement is directed to unsuitable consultantrequirement is directed to unsuitable consultant bad documentation about service action (poorbad documentation about service action (poor

log)log) people ask repeatedly same questions atpeople ask repeatedly same questions at

dierent moments and dierent consultants aredierent moments and dierent consultants areaskedasked

solution o disputes :complaint- standardsolution o disputes :complaint- standardserviceservice

payment asked or supplied servicespayment asked or supplied services!! how much (to whom" type o task" type o the error- seehow much (to whom" type o task" type o the error- see

diagramdiagram

#!#! starting time or invoiced services" response timestarting time or invoiced services" response time!! requirement is handed over till the problem is solvedrequirement is handed over till the problem is solved

#!#! time o starting solving -solvedtime o starting solving -solved

$!$! start o implementstart o implementaaioniono the bad ob%ect till end o testingo the bad ob%ect till end o testing

&!&! trainingtraining


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bad training methodologybad training methodology bad consultantsbad consultants bad communication protocolbad communication protocol

!! telephonetelephone

#!#! e-maile-mail

$!$! '*+'*+

lack o interest o the management o bothlack o interest o the management o bothpartiesparties

right specifcation o reaction timeright specifcation o reaction time specifcation to the error types and relatedspecifcation to the error types and related

response timesresponse times

response time o the distributor (+,*response time o the distributor (+,*integrator +,*)integrator +,*)

So!e chosen &rob%e!s 'hich cou%d beSo!e chosen &rob%e!s 'hich cou%d be

find out durin E,P su&&ort &rocessfind out durin E,P su&&ort &rocessIIII


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Diara! - res&onse ti!eDiara! - res&onse ti!e

handed over requirement

find suitab%e resource (K."

K. starts so%vin K.

so%ved

K1 did not solved

K1 handed over

to distributor (D)

D started

workD solved the problem

D ->K1

K. handed

over to

custo!er

RES!"SE #$ME

RES!"SE #$ME $$

= active 'ork

= id%e ti!e

)e%e&hone

ca%%


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Fishbone diara!/su&&ortFishbone diara!/su&&ort

Dissatisfiedcustomer

MachinesMana.ement

Mother /ature Men

(Methods$ Materia%$ Man&o'er$ Measure!ent$ Machines"

Ph%e!atic &erson reacts %ater

than e0&ected

Bad S1for su&&ort

(HE2P DESK"

Bad co!!unication

Interest in

o%f on%*

Inca&ab%e

3ood

'eather

#onsu%tant is on

sick %eave

#onsu%tant takes

ho%ida*

Bad

'eather 2o'er 4ua%it*

of the consu%tants

%ow

salar&

Badtrainin

H,

have

aba

drecruit!ent

&o%ic*

heart

of the

&rob%e!


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Dissatisfied e!&%o*ee I


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Dissatisfied e!&%o*ee II


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51H6s51H6s

!"# 0 :!hy my car had stopped 1!"# 0 :!hy my car had stopped 1 /o petrol in tan-/o petrol in tan-

!"# 2 :!hy i did not have a petrol in my tan- 1!"# 2 :!hy i did not have a petrol in my tan- 1

3 did not )uy in the mornin. on my ay to or-3 did not )uy in the mornin. on my ay to or-

!"!"# 4 :!hy i did not )uy a petrol 1# 4 :!hy i did not )uy a petrol 1

/o money in my poc-ets/o money in my poc-ets

!"# 5 : !hy no money i my poc-ets1!"# 5 : !hy no money i my poc-ets1

venin. po-ervenin. po-er

!"# : !hy i did not in a po-er .ame1!"# : !hy i did not in a po-er .ame1

3 do not -no ho to )luff63 do not -no ho to )luff6


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51H651H6ss

Cause

Effect


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Pareto ana%*sis IPareto ana%*sis I


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Pareto ana%*sis II / dataPareto ana%*sis II / data

i.cultyi.culty

,esignation,esignation

/nderestimati/nderestimati

onon

0ow0owmotivationmotivation

77 / (/ (85$9:85$9:"/ ("/ (85$9:85$9:""

55/ (/ ( 9:$;.9:$;."/ ("/ (7;$>>>$>>""

'requen& 'req () 'req aum()


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Pareto ana%*sis IIIPareto ana%*sis III


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?i%fredo Pareto in &erson?i%fredo Pareto in &erson@@

ishikawa fishbone diagram eng 20111109 (1)

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