1. Customer Dissatisfaction
Cause and Effect
What is the main problem?
Customer Dissatisfaction

2. 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

3. 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

4. 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

5. 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

6. 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

7. Root Cause Analysis 

8. 5 Whys Root Cause Analysis

9. Fish Bone Diagram Route Cause 1 Route Cause 2 Problem Type

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

11. 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

12. 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

13. Fish Bone Diagram: Low Customer Satisfaction

14. 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

15. Fish Bone Diagram Template

16. Fish Bone Diagram Template

17. 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

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

19. Thank You