Cause and Effect What is the main problem

Cause and Effect What is the main problem? Customer Dissatisfaction

Cause and Effect Performance of employees are not in satisfactory level due to poor salary. Performance of employees = Effect poor salary = Cause

Cause and Effect Sales of TATA vehicles has increased from last month due to cash back offer. Sales of TATA vehicles has increased = Effect Due to cash back offer= Cause

Cause and Effect- Consider timing We need additional 15 service centers at city areas as the vehicle population increased on last 3 years. We need additional 15 service centers = Effect vehicle population increased on last 3 years=Cause

Fish Bone Diagram üCause–and–Effect Diagram üIshikawa Diagram as created by Kaoru Ishikawa (1968) üOne of the Seven Basic Tools of Quality

Root Cause Analysis Step 1: Ask “Why Did This Happen” Step 2: Check – Is This a Root Cause? Step 3: If not , go to step 1

Root Cause Analysis

5 Whys Root Cause Analysis

Fish Bone Diagram Route Cause 2 Route Cause 1 Problem Type Route Cause 3 Route Cause 4

Fish Bone Diagram- factors need to consider on analysis

Poor Customer Satisfaction at Service centre Improper Vehicle Servicing No Service planning Multiple Owner/ User No Schedule/ Service record Multiple Owner/ User Financial Problem Vehicle Off road

Poor Customer Satisfaction at Service centre Improper Vehicle Servicing Financial Problem Multiple Owner/ User Long distance of Service Center Service Cost is high No Service planning Vehicle Off road

Fish Bone Diagram: Low Customer Satisfaction

Fish Bone Diagram- factors need to consider on analysis The 7 P's (used in marketing industry) • Product/Service • Price • Place • Promotion • People/personnel • Process • Physical Evidence The 5 M's (used in manufacturing industry) ØMachine (technology) ØMethod (process) ØMaterial (Includes Raw Material, Consumables and Information. ) ØMan Power (physical work)/Mind Power (brain work) ØMeasurement (Inspection) Øin service marketing. The 5 S's (used in service industry) q. Surroundings q. Suppliers q. Systems q. Skills q. Safety

Fish Bone Diagram Template

Fish Bone Diagram Template

Fish Bone Diagram for High Fuel Consumption and Engine Noise Manage ment Man Forgot to set alarm Staff bus Driver Late Heavy Traffic on Road Delay To go bed** Incorrect Time on Alarm Clock Method Security officer delayed to open the Door Choose wrong route Punch Machine Malfunctioning Wrong estimation on Time/ Road traffic Measurement Bus off-road Machine Cough syrup/ Slipping pill for medication Material Late at Office

Common Mistakes • Cause and effect confusion • No route cause Analysis • Too much information/ Absent of key words

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