Fishbone Lecture

7/28/2019 Fishbone Lecture

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Managing service standards

through the fish-bone technique


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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?


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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


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Fish-bone diagram in Manufacturing industry

Main causes could

be ::

Manpower

Machines,

Material and

Methods


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Fish-bone diagram in Service industry

Main causes could be

:

Equipments

Policies

People

Procedures


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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


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Drawing a Fishbone Diagram

Topic Name

Effect Box

Spine


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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.


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Drawing a Fishbone Diagram

Category 2

Category 4Category 3

Category 1

Topic Name

Main Causes


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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.


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Fishbone Diagram

Category 2


Category 1

Factors and/or categories of factors

Topic Name

Factor

Factor

Factor

Factor

Factor

Factor

Factor

Factor

Factor


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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.


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Fishbone Diagram

Category 2


Category 1

Factors and/or categories of factors

Topic Name

Factor

Factor

Factor

Factor

Factor

Factor

Factor

Factor

Factor


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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


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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


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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.

Fishbone Lecture

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