Fishbone Diagram By Muhammad Hossain Cause and Effect

Fishbone Diagram By Muhammad Hossain

Cause and Effect What is main problem to ensure 100% TATA Customers at our workshop? 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

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

Fish Bone Diagram- factors need to consider on analysis

Fish Bone Diagram Template: 6 sided

Material Method Machine Late at Office Management Measurement Man

Fish Bone Diagram Template: 6 sided Clock malfunctioning Machine Punch Machine not working Method Fuel stock Material Forgot to set alarm Choose wrong route Man Bus Off road Measurement Staff bus Driver Late Punching finger detection problem ( C & E) Security guard /peon was late Incorrect Time on Alarm clock Wrong estimation on Time/ Road traffic Wrong time management Management Biryani effect Wrong vehicle management Cough syrup/ Slipping pill for medication Wrong root management Forgot to punch?

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 6 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) ØManagement The 5 S's (used in service industry) q. Surroundings q. Suppliers q. Systems q. Skills q. Safety

Fish Bone Diagram Template: The 6 M's (used in manufacturing industry)

Fish Bone Diagram Template: General Application

Fish Bone Diagram Template: 7 P (used in marketing industry)

Fish Bone Diagram Template: 7 Cs (used in marketing industry)

Good performance of ONE STOP by MD. MAINUL HUQ - Professionalism KPI SOP and JD IT based Task QMS Management 20100764, Sr. Executive, Team Approach Good understanding Consequences seating Good performance Performance evaluation & appraisal Need based Training & Motivation

Poor Customer Satisfaction at Service centre Improper Vehicle Servicing No Service planning Multiple Owner/ User No Service record Don’t understand the importance of service 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: Customer Dissatisfaction

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

Group Task: Fishbone Diagram Customer Dissatisfaction on : 1. TATA ACE HT/ Any other Models 2. Vehicle Servicing 3. Spare Parts Major problem of : 4. 5. 6. 7. Credit Collection PDI Vehicle Inspection Nitol Motors Ltd

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