Customer Dissatisfaction Cause and Effect What is the main problem? 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

Root Cause Analysis  Step 1: Ask “Why Did This Happen” Step 2: Check – Is This a Root Cause? Step 3: If not , go to step 1

Root Cause Analysis 

5 Whys Root Cause Analysis

Fish Bone Diagram Route Cause 1 Route Cause 2 Problem Type

Fish Bone Diagram- factors need to consider on analysis

Poor Customer Satisfaction at Service centre Improper Vehicle Servicing No Service planning No Schedule/ Service record Multiple Owner/ User Multiple Owner/ User 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- 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 5 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) in service marketing. The 5 S's (used in service industry) Surroundings Suppliers Systems Skills Safety

Fish Bone Diagram Template

Fish Bone Diagram Template

Fish Bone Diagram for High Fuel Consumption and Engine Noise Management Man Method Forgot to set alarm Staff bus Driver Late Heavy Traffic on Road Choose wrong route Security officer delayed to open the Door Delay To go bed** Incorrect Time on Alarm Clock Late at Office Punch Machine Malfunctioning Cough syrup/ Slipping pill for medication Wrong estimation on Time/ Road traffic Bus off-road Measurement Machine Material

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

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