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Total Quality
Management
Module 7:
Quality Tools
( Root Cause Analysis
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FISHBONE DIAGRAM
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Kaoru Ishikawa
• Kaoru Ishikawa (July 13, 1915 - April 16,
1989) a Japanese organizational theorist,
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Fishbone Diagram
• Also called:
– Ishikawa Diagram or Fishikawa,
– herringbone diagram,
– cause-and-effect diagram
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Description of fishbone diagram
• A visualization tool for categorizing potential
causes of a problem in order to identify its
root causes.
• It identifies many possible causes for an effect
or problem.
• It can be used to structure a brainstorming
session.
• It immediately sorts ideas into useful
categories.
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When to Use a Fishbone Diagram
• To identifying possible causes for a problem.
• When a team’s thinking tends to fall into
channels.
• To help employees avoid solutions that merely
address the symptoms of a much larger
problem.
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Procedure
1. Agree on a problem statement (effect).
2. Write it at the center right of the flipchart or
whiteboard.
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Procedure
3. Brainstorm the major categories of causes of
the problem (e.g.: 4 Ps, 5Ms, …)
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Procedure Cont.
4. Brainstorm all the possible causes of the
problem.
5. Ask: Why does this happen? As each idea is
given, the facilitator writes it as a branch
from the appropriate category.
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Procedure Cont.
6. Causes can be written in several places if
they relate to several categories.
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Procedure Cont.
7. Again ask why does this happen? about each
cause. Write sub-causes branching off the
causes.
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Procedure Cont.
8. Continue to ask Why? and generate deeper
levels of causes, you may use 5Whys? Layers
of branches indicate causal relationships.
9. When the group runs out of ideas, focus
attention to places on the chart where ideas
are few.
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The Categories Typically Include
Manpower: Anyone involved with the process
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Major categories of causes of the problem
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Please:
In groups, Start Exercise the Ishikawa
Fishbone Cause and Effect Analysis
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Any Question for
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THE FIVE WHYS
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Sakichi Toyoda:
The son of a poor carpenter, the "King of Japanese Inventors".
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Sakichi Toyoda:
The son of a poor carpenter, the "King of Japanese Inventors".
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5 Whys Video: the repetitive probing technique
• https://www.youtube.com/watch?v=U3w_eIa
7Eq0
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The Five Whys
Description:
• 5-Whys is an repetitive
probing technique used to explore the cause-
and-effect relationships underlying a
particular problem.
• The primary goal of the technique is to
determine the root cause of a defect or
problem by repeating the question "Why?"
Each question forms the basis of the next
question.
• The "5" in the name derives from an number
of asking the Question (Why?)
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The Five Whys
Origin:
• Originally developed by Mr. Sakichi • The architect of the Toyota
Toyoda and was used within Production System, Taiichi
the Toyota Motor Corporation Ohno described the 5 Whys
during the evolution of its method as "the basis of
manufacturing methodologies. Toyota's scientific approach”:
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Procedure
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5 Whys Template for multiple root causes
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5 Whys Template for multiple root causes
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5 Whys Considerations
The key in 5Whys is to encourage the trouble-
shooter to:
avoid assumptions and logic traps
trace the chain of causality from the effect
through any layers of abstraction to a root cause
that still has some connection to the original
problem.
A key phrase to keep in mind in any 5 Whys exercise
is: "people do not fail, processes do"
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5 Whys Considerations
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5 Whys Considerations
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Any Question?
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Please:
In group, Start Exercise the 5 Whys?
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