Fishbone
Managing service standards through the fish-bone technique
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?
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
Fish-bone diagram in Manufacturing industry Main causes could be :: Manpower Machines, Material and Methods
Fish-bone diagram in Service industry Main causes could be : Equipments Policies People Procedures
• 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
Drawing a Fishbone Diagram
Spine
Topic Name
Effect Box
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.
Drawing a Fishbone Diagram
Category 1
Category 2
Topic Name
Category 3
Category 4
Main Causes
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 as smaller 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.
Fishbone Diagram
Category 1
Factor Factor Factor
Category 2
Factor Factor
Topic Name
Factor Factor Factor Factor
Category 3
Category 4 Factors and/or categories of factors
Reading the
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?
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
Fish-bone diagram in Manufacturing industry Main causes could be :: Manpower Machines, Material and Methods
Fish-bone diagram in Service industry Main causes could be : Equipments Policies People Procedures
• 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
Drawing a Fishbone Diagram
Spine
Topic Name
Effect Box
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.
Drawing a Fishbone Diagram
Category 1
Category 2
Topic Name
Category 3
Category 4
Main Causes
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 as smaller 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.
Fishbone Diagram
Category 1
Factor Factor Factor
Category 2
Factor Factor
Topic Name
Factor Factor Factor Factor
Category 3
Category 4 Factors and/or categories of factors
Reading the