Fishbone Diagram By Muhammad Hossain

Customer Dissatisfaction Cause and Effect What is main problem to ensure 100% TATA Customers at our workshop? Customer Dissatisfaction

Cause and Effect Performance of employees are not in satisfactory level due to poor salary. Performance of employees are not in satisfactory level due to poor salary. Performance of employees = Effect poor salary = Cause

Cause and Effect Sales of TATA vehicles has increased from last month due to cash back offer. Sales of TATA vehicles has increased from last month due to cash back offer. Sales of TATA vehicles has increased = Effect Due to cash back offer= Cause

Cause and Effect- Consider timing We need additional 15 service centers at city areas as the vehicle population increased on last 3 years. We need additional 15 service centers at city areas as the vehicle population increased on last 3 years. We need additional 15 service centers = Effect vehicle population increased on last 3 years=Cause

Fish Bone Diagram Cause–and–Effect Diagram   Cause–and–Effect Diagram Ishikawa Diagram as created by Kaoru Ishikawa (1968) One of the Seven Basic Tools of Quality

Fish Bone Diagram Cause 1 Cause 2 Effect -Problem Type Cause 4 Cause 3

Fish Bone Diagram- factors need to consider on analysis

Fish Bone Diagram Template: 6 sided

Material Method Machine Late at Office Man Measurement Management

Fish Bone Diagram Template: 6 sided Machine Clock malfunctioning Man Staff bus Driver Late Bus Off road Punching finger detection problem ( C & E) Punch Machine not working Security guard /peon was late   Method Forgot to set alarm Measurement Incorrect Time on Alarm clock Choose wrong route Wrong estimation on Time/ Road traffic Material Fuel stock Management Wrong time management Biryani effect Wrong vehicle management Cough syrup/ Slipping pill for medication Wrong root management Forgot to punch?

Fish Bone Diagram- factors need to consider on analysis The 7 P's (used in marketing industry) Product/Service Price Place Promotion People/personnel Process Physical Evidence The 6 M's (used in manufacturing industry) Machine (technology) Method (process) Material (Includes Raw Material, Consumables and Information.) Man Power (physical work)/Mind Power (brain work) Measurement (Inspection) Management The 5 S's (used in service industry) Surroundings Suppliers Systems Skills Safety

Fish Bone Diagram Template: The 6 M's (used in manufacturing industry)

Fish Bone Diagram Template: General Application

Fish Bone Diagram Template: 7 P (used in marketing industry)

Fish Bone Diagram Template: 7 Cs (used in marketing industry)

Performance evaluation & appraisal Good performance of ONE STOP by MD. MAINUL HUQ - 20100764, Sr. Executive,  Professionalism Team Approach Good understanding KPI SOP and JD Consequences seating Good performance Performance evaluation & appraisal IT based Task Need based Training QMS Training & Motivation Management

Poor Customer Satisfaction at Service centre Improper Vehicle Servicing No Service planning No Service record Multiple Owner/ User Don’t understand the importance of service Financial Problem Vehicle Off road

Poor Customer Satisfaction at Service centre Improper Vehicle Servicing Financial Problem Long distance of Service Center Multiple Owner/ User Service Cost is high No Service planning Vehicle Off road

Fish Bone Diagram: Low Customer Satisfaction

Fish Bone Diagram: Customer Dissatisfaction

Common Mistakes Cause and effect confusion No depth Analysis Too much information/ Absent of key words

Group Task: Fishbone Diagram Customer Dissatisfaction on : TATA ACE HT/ Any other Models Vehicle Servicing Spare Parts Major problem of : Credit Collection PDI Vehicle Inspection Nitol Motors Ltd

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