Fishbone Diagram

Communication Process

External Environment

Management
Project Approach

Management
Processes Do not
Correspond to Activities

No Interest in Outcome

Site Level
Quality Process Lacking

Customers

Lack of Training
No Crisis Management

Vendors and Suppliers

Absence of Primary
Quality Process

Best Quality Standards

Not Practiced

Vendor Quality Issues

Lack of Market
Reserach

Lack of Training
Programs
Contradiction between
Duties and Process

Removal of Quality
Programs

No Interest in the
Outcome
Doesnt Correspond to
Commuication

Lack of Motivation
Programs

Corporate Structure

Employees

Vendor Quality
issues

Process Approach
To Management

Incompetent
Managers

Communication Process

Incompetent Managers

Current Processes Do not

Correspond to Activities

Untrained
Employees

Present State Communication Process

Start

Unintended
Acceleration

Customer
Complaint

Phone call or
Online Form

Received by
Customer Service

Forward to
Engineering Group

Research of
Customer
Complaints

Unintended
Acceleratio
n Research

Management

Feedback

Report of
Discrepancy

Future State Communication Process

Start

Unintended
Acceleration

Customer
Complaint

Customer
Service

Outside Source
(Customer)

Phase

Phone call or
Online Form

Research of
Customer
Complaints

Received by
Customer Service

Engineering Group

Research of
Customer
Service
Reports

Customer
Complaints

Report of
Discrepancy

Trend Analysis

Management
Marketing

Forward to
Engineering Group

Acknowledge of
Discrepancy

Public Accountability
Taken

Provide Information
to Media

Provide Customers
with Instructions for
Return of Products
or Services

Create Customer
Survey

Give Directives

Provide Survey
Results

Feedback to
Management and
Engineer

Identification of
Trend

Report of Trend

Provide Corrective
Action

Balanced Scorecard for Toyota Communication Process Focusing on Internal Processes to Drive Results

Financial

PERSPECTIVE

FOCUS
Stewardship

Customer / Stakeholder

Satisfaction

Internal Business Process (Manufacturing)

Efficacy

Organizational Capacity (Management /

Employees)

Learning and Growth

METRIC EXAMPLES
Marketing Expenses
Sales Growth
Savings Levels Due to Improvement Efforts
Customer Complaints
Customer Effort Score
Customer Satisfaction
Satisfaction with Interaction
Reportable Safety Incidents
Number of Non-Compliance Events Quarterly /
Annually
Vendor / Supplier Quality Incoming
Leadership Development
Knowledge Management
Problem Solving Teams
Direct Communications Employees / Customers