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 tool 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, Mother Nature,Management)
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 training 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 II

Diagram – response time
handed over requirement
find suitable resource (K1)
K1 starts solving
K1 solved
K1 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
= idle time
Telephone
 call

Fishbone diagram-support
Dissatisfied customer

Machines
Management
Mother Nature
Men
(Methods, Material, Manpower, Measurement, Machines)
Phlegmatic person reacts later
than expected
Bad SW
for support
(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

Fishbone diagram-SA Project
                                               Backbone
 Project can be   delayed
Interpersonal communication
Management of the project
Mother Nature
Men
(Methods, Material, Manpower, Measurement, Machines)
A lot of new functions were not
    implemented in prototype
Communication betwwen
department managers is
insufficient
Low Budget
Not agile project management
Consultant  is on      sick leave
    Servers in Czech Republic
          are  inaccessible
Lower level
of understanding
Storms
Cost world beats Throughput
 world
No el. generators

Dissatisfied employee I



  Dissatisfied employee II



5WHYs
nWHY 1 :Why my car had stopped ?
nNo petrol in tank
nWHY 2 :Why i did not have a petrol in my tank ?
nI did not buy 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

TQM and Ishikawa FBD and Pareto
Reject type (effects);
Reason 1
(cause)
Reason 2
(cause)
Reason 3
(cause)
Reason 4
(cause)
L19
8
9
2
4
L20
0
1
4
6
L21
7
2
3
5
     Manual for urgent
reject cause elimination
(to establish correct priority of remedy actions)

    Score

Inventory
Suppliers
Machines
Measurement
Every reject type ->one Ishikawa diagram (electronic version)
Reject statistics
Filter date
Filter Item
Rejects Total
Bad size, rusty, overflow, bad colour,…

Pareto chart : possibility to split up reject and setup priorities
Lorenz curve
High priorities

Pareto analysis per every type of reject – next step ->practical example of Pareto use in ERP MS
Dynamics NAV
15
Type of reject
Cause 1
Cause 2
Cause 3
Cause 4
Cause 5
Cause 6
Total
L1
7
2
4
1
8
0
22
L2
2
4
6
8
0
9
29
L3
4
0
0
5
6
7
22
L4
5
7
2
0
1
3
18
L5
0
2
7
3
0
1
13
L6
9
7
5
2
3
6
32
L7
0
7
0
2
3
4
16
L8
1
8
6
2
4
0
21
L9
2
0
5
7
1
4
19
L10
7
2
8
9
7
5
38
C
C5 %
C1 %
C3 %
C2 %
C4 %
C6%
L1
36,36
31,82
18,18
9,09
4,55
0,00
100
Lorenz curve
36,36
68,18
86,36
95,45
100,00
Higher priorities for reject type L1
36,36
36,36 + 31,82
We need to improve
(remedy) firstly
causes C5 a C1 !!!

Pareto analysis II



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 II



Vilfredo Pareto.jpg
Vilfredo Pareto in person…
https://encrypted-tbn2.gstatic.com/images?q=tbn:ANd9GcT5y_pLtbBFF1mgph8SnJRE7-vVI_sszR2h8_rkBzQEEf3
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Akira Ishikawa in person…