Download - Fishbone Lecture
-
7/28/2019 Fishbone Lecture
1/16
Managing service standards
through the fish-bone technique
-
7/28/2019 Fishbone Lecture
2/16
Fish-bone techniques addresses
following questions
What is/ are the problem in the service
deign or delivery ?
What are the causes for this problem ?
What are the main cause and sub cause?
How can the design be improved?
-
7/28/2019 Fishbone Lecture
3/16
Backdrop Kaoru Ishikawa pioneered the technique in
Kawasaki shipping yards
Fish-bone technique is the cause and effect
model
Initially used in manufacturing process , this
techniques is used extensively in services now
-
7/28/2019 Fishbone Lecture
4/16
Fish-bone diagram in Manufacturing industry
Main causes could
be ::
Manpower
Machines,
Material and
Methods
-
7/28/2019 Fishbone Lecture
5/16
Fish-bone diagram in Service industry
Main causes could be
:
Equipments
Policies
People
Procedures
-
7/28/2019 Fishbone Lecture
6/16
Step 1 Identify the problem
State the exact problem you face. Write the
problem on the line drawn across the paper
horizontally from the box. This arrangement,
looks like the head and spine of the fish
-
7/28/2019 Fishbone Lecture
7/16
Drawing a Fishbone Diagram
Topic Name
Effect Box
Spine
-
7/28/2019 Fishbone Lecture
8/16
Step 2 : Work out the major factors involved
Next identify the factors that may contribute to the problem. Draw
lines off the spine for each factor, and label it by way of
brainstorming. They are the bones of the fish. Investigate the most
likely causes further.
-
7/28/2019 Fishbone Lecture
9/16
Drawing a Fishbone Diagram
Category 2
Category 4Category 3
Category 1
Topic Name
Main Causes
-
7/28/2019 Fishbone Lecture
10/16
Step 3 Identify possible causes:
For each of the factors you considered in stage 2, brainstorm possible
causes of the problem that may be related to the factor. Show these assmaller lines coming off the 'bones' of the fish. Where a cause is large or
complex, then it may be best to break the it down into sub-causes. Show
these as lines coming off each cause line.
-
7/28/2019 Fishbone Lecture
11/16
Fishbone Diagram
Category 2
Category 4Category 3
Category 1
Factors and/or categories of factors
Topic Name
Factor
Factor
Factor
Factor
Factor
Factor
Factor
Factor
Factor
-
7/28/2019 Fishbone Lecture
12/16
Reading the fishbone diagram
Interpretation:
The size of the "bones" used in
the diagram (such as big bones,medium bones, and smallbones) can indicate the impactof the causes. The larger bones
closer to the head of the fishshow a great impact, whilesmall bones further away fromthe head have a lesser impact.
-
7/28/2019 Fishbone Lecture
13/16
Fishbone Diagram
Category 2
Category 4Category 3
Category 1
Factors and/or categories of factors
Topic Name
Factor
Factor
Factor
Factor
Factor
Factor
Factor
Factor
Factor
-
7/28/2019 Fishbone Lecture
14/16
14
Analyse each of the key factors (main
bones) in turn
Promoting inclusion
of children with
special needs in
mainstream extended
services
Access Finance
Transportapacityttitudes
Clarity offuture budget
provisions
Reliance onvoluntaryagencies
Unreliableestimates of
costs
High costs of
special medical& social support
Wheelchairaccess limited
Stairs limitaccess to
facilities
Low awarenessand tolerance
amongmainstream
Bullying
Limited No.of specially
qualified staff
Staff work-life balance
issues
Specialisttransportrequired
Dependent onexisting LA
contract
Training
Need toadjust travel
times
Need forspecial equipment
& materials
Higher staff
to pupil ratio
Need totrain up
mainstreamstaff
-
7/28/2019 Fishbone Lecture
15/16
CAUSE AND EFFECT CHART FOR
AIRLINE DEPARTURE DELAYS
Aircraft late to
gate
Late food
service
Late fuel
Late cabin
cleanersPoor announcement of
departures
Weight and balance
sheet late
Delayed
Departures
Delayed check-in
procedure
Acceptance of late
passengers
Facilities,
EquipmentFront-StagePersonnel
Procedures
Materials,Supplies
Customers
Gate agents
cannot process fast
enough
Late/unavailable
airline crew
Arrive late
Oversized bags
Weather
Air traffic
Frontstage
Personnel
Procedure
Materials,
Supplies
Backstage
Personnel
Information
Customers
Other Causes
Mechanical
Failures
Late pushback
Late baggage
-
7/28/2019 Fishbone Lecture
16/16
However,
When to use it To analyze and find the root cause
of a complicated problem
When there are many possible
causes for a problem
If the traditional way of
approaching the problem (trial
and error, trying all possible
causes, and so on) is very time
consuming
The problem is very complicated
and the project team cannot
identify the root cause
When not to use it The problem is simple or is already
known.
The team size is too small for
brainstorming.
There is a communication problem
among the team members.
There is a time constraint; all or
sufficient headcount is not available
for brainstorming.
The team has experts who can fix any
problem without much difficulty.