1. Fishbone Diagram By Muhammad Hossain

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

3. 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

4. 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

5. 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

6. 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

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

8. Fish Bone Diagram- factors need to consider on analysis

9. Fish Bone Diagram Template: 6 sided

10. Material
Method
Machine
Late at
Office
Man
Measurement
Management

11. 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?

13. 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

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

15. Fish Bone Diagram Template: General Application

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

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

18. Performance evaluation & appraisal
Good performance of ONE STOP by MD. MAINUL HUQ , 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

19. 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

20. 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

21. Fish Bone Diagram: Low Customer Satisfaction

22. Fish Bone Diagram: Customer Dissatisfaction

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

24. 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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