titlemaster_med
Ishikawa fishbone diagram
Skorkovský ESF MU KPH

Introduction (FBD= fishbone diagram)
nFDB is a tool to find out relationships:
n
n
n
nUse in QM especially in automotive industry
nOn of the toot set used to create so called 8D report (8 disciplines=FBD+5WHYs+PA+QM)
nAnother tool : 5  WHYs – will be cleared later  Another tool : PARETO=PA analysis will be shown
later
n
n
Effect
Cause

Fishbone diagram
Dissatisfied worker
Machines
Management
Mother Nature
Men
(Methods, Material, Manpower, Measurement, Machines)
Training
Salary
Obsolete
Dangerous
Treacherous
Incapable
To hot
Terrible cold

Some chosen problems which could be find out during ERP support process I
nlong response time  to requirements
nrequirement is directed to unsuitable consultant
nbad documentation about service action (poor log)
npeople ask repeatedly same questions at different moments and different consultants are asked
nsolution of  disputes :complaint- standard service
npayment asked for supplied services
1.how much (to whom, type of  task, type of the error- see diagram
2.starting time for invoiced services, response time
1.requirement is handed over till the problem is  solved
2.time of starting solving -solved
3.start of implementaion of the bad object till end of testing
4.training
5.
l


nbad trainnig methodology
nbad consultants
nbad communication protocol
1.telephone
2.e-mail
3.SKYPE
nlack of interest of the management of both parties
nright specification of reaction time
nspecification to the error types and related response times
l
nresponse time of the distributor (ERP integrator ERP)
n
n
1.
n
Some chosen problems which could be find out during ERP support process I

Diagram – response time
handed over requirement
find suitable resource (K1)
K1 starts solving
K1 solved
KI did not solved
 K1 handed over
 to distributor (D)
D started
work
D solved the problem
D ->K1
K1 handed over to customer
RESPONSE TIME
RESPONSE TIME II
= active work
= idel time

Fishbone diagram-podpora
Dissatisfied customer

Machines
Management
Mother Nature
Men
(Methods, Material, Manpower, Measurement, Machines)
Phlegmatic person reacts later
than expected
Špatný SW
pro podporu
(HELP DESK)
Bad communication
Interest in
golf only
Incapable
Consultant  is on  sick leave
Consultant takes
      holiday
Lower quality
of the consultants
heart
of the
 problem
Toy-Poodle-For-Sale

Dissatisfied employee I



  Dissatisfied employee II



5WHYs
nWHY 1 :Why my car had stopped ?
nNo petrol in tank i
nWHY 2 :Why i did not have a petrol in my tank ?
nI did not buy in in the morning on my way to work WHY 3 :Why i did not buy a petrol ?
nNo money in my pockets
nWHY 4 : Why no money i my pockets?
nEvening poker
nWHY 5 : Why i did not win a poker game?
nI do not know how to bluff!
n

5WHYs
w-you're-bluffing%20(2) no%2520petrol
Cause
Effect

Pareto analysis I



Pareto analysis II - data
nDifficulty
nResignation
nUnderestimation
nLow motivation
n6  - (35,29 )- (35,29)
n5 - ( 29,41 )- (64,71)
n4 - ( 23,53 )- (88,24)
n2 - ( 11,76 )- (100,00)
n
Frequency    Freq (%)    Freq accum(%)

Pareto analysis III



Vilfredo Pareto.jpg
Vilfredo Pareto in person…