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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@@