Kaoru Ishikawa: One Step Further

Kaoru Ishikawa wanted to change the way people think about work. He urged managers to resist becoming content with merely improving a product's quality, insisting that quality improvement can always go one step further. His notion of company-wide quality control called for continued customer service. This meant that a customer would continue receiving service even after receiving the product. This service would extend across the company itself in all levels of management, and even beyond the company to the everyday lives of those involved. According to Ishikawa, quality improvement is a continuous process, and it can always be taken one step further.

With his cause and effect diagram (also called the "Ishikawa" or "fishbone" diagram) this management leader made significant and specific advancements in quality improvement. With the use of this new diagram, the user can see all possible causes of a result, and hopefully find the root of process imperfections. By pinpointing root problems, this diagram provides quality improvement from the "bottom up." Dr. W. Edwards Deming --one of Isikawa's colleagues -- adopted this diagram and used it to teach Total Quality Control in Japan as early as World War II. Both Ishikawa and Deming use this diagram as one the first tools in the quality management process.

Ishikawa also showed the importance of the seven quality tools: control chart, run chart, histogram, scatter diagram, Pareto chart, and flowchart. Additionally, Ishikawa explored the concept of quality circles-- a Japanese philosophy which he drew from obscurity into world wide acceptance. .Ishikawa believed in the importance of support and leadership from top level management. He continually urged top level executives to take quality control courses, knowing that without the support of the management, these programs would ultimately fail. He stressed that it would take firm commitment from the entire hierarchy of employees to reach the company's potential for success. Another area of quality improvement that Ishikawa emphasized is quality throughout a product's life cycle -- not just during production. Although he believed strongly in creating standards, he felt that standards were like continuous quality improvement programs -- they too should be constantly evaluated and changed. Standards are not the ultimate source of decision making; customer satisfaction is. He wanted managers to consistently meet consumer needs; from these needs, all other decisions should stem. Besides his own developments, Ishikawa drew and expounded on principles from other quality gurus, including those of one man in particular: W. Edwards Deming, creator of the Plan-Do-Check-Act model. Ishikawa expanded Deming's four steps into the following six: * Determine goals and targets. * Determine methods of reaching goals. * Engage in education and training. * Implement work. * Check the effects of implementation. * Take appropriate action.

* Ishikawa. K., (Lu. D. J. trans.), 1985, What is Total Quality Control?, Prentice-Hall Inc., Englewood Cliffs, NJ.

The fishbone diagram is an analysis tool that provides a systematic way of looking at effects and the causes that create or contribute to those effects. Because of the function of the fishbone diagram, it may be referred to as a cause-and-effect diagram. The design of the diagram looks much like the skeleton of a fish. Therefore, it is often referred to as the fishbone diagram.
Herewith attached the Template of Fishbone Analyss

Identifying and arranging the causes of an event or problem. Explanation of the Cause and Effect (Fishbone) Diagram of Kaoru Ishikawa. (1943) |

What is a Cause and Effect Diagram? Description
The Cause and Effect Diagram (Fishbone Diagram) from Japanese quality control statistician Kaoru Ishikawa is a graphical technique that can be used in teams to identify and arrange the causes of an event or problem or outcome. It graphically illustrates the hierarchical relationship between the causes according to their level of importance or detail and a given outcome. Also called: Ishikawa Diagram. Origin of the Fishbone Diagram. History
The Fishbone Diagram was invented by Professor Kaoru Ishikawa of Tokyo University, a highly regarded Japanese expert in quality management. He first used it in 1943 to help explain to a group of engineers at Kawasaki Steel Works how a complex set of factors could be related to help understand a problem. Usage of the Cause and Effect Diagram | Fishbone Diagram. Applications * Concentrating on a complex problem in a team effort. Compare: 8D Problem Solving * Identify all causes and the the root causes for a specific effect, problem, or condition. * Analyze and relate some of the interactions among the factors affecting a particular process or effect. * Enable corrective action.
Steps in creating an Ishikawa Diagram. Process 1. Explain the purpose of the meeting. Then identify, and clearly state, and agree on the problem or effect to be analyzed. 2. Position a whiteboard or flipchart so that everyone can see it. Draw a box containing the problem or effect on the right side of the diagram with a horizontal spine. 3. Conduct a Brainstorming session. As a first draft, for the main branches you can use the following Categories: * Services industry: the 8 Ps: People, Product/Service, Price, Promotion, Policies, Processes, Procedures, Place/Plant/Technology. * Manufacturing: the 6 Ms: Manpower, Methods, Measurements, Machinery, Materials, Mother Nature (environment). * Use the above categories by asking for example: What are the People issues affecting/causing the problem? 4. Identify the main causes contributing to the effect being studied. This could be done applying a Pareto Analysis (80/20 rule) or a Root Cause Analysis. 5. These main causes become the labels for the sub branches of your diagram. 6. For each major sub branch, identify other specific factors which may be the causes of the effect. Ask: Why is this cause happening? 7. Identify increasingly more detailed levels of causes and continue organizing them under related causes or categories. 8. Analyze the diagram. 9. Act on the diagram. Remove the causes of the problem. Generic systematic approaches for this are the Deming Cycle or RACI.
Strengths the Cause and Effect Diagram. Benefits * Helps to find and consider all possible causes of the problem, rather than just the ones that are most obvious. * Helps to determine the root causes of a problem or quality characteristic in a structured way. * Encourages group participation and utilizes group knowledge of the process. * Helps to focus on the causes of the issue without resorting to complaints and irrelevant discussion. * Uses an orderly, easy-to-read format to diagram cause-and-effect relationships. * Increases knowledge of the process by helping everyone to learn more about the factors at work and how they relate. * Identifies areas for further study where there is a lack of sufficient information.
Limitations of the Ishikawa Diagram. Disadvantages * Not particularly useful for extremely complex problems, where many causes and many problems are interrelated.
Assumptions of the Fishbone Diagram. Conditions * A problem is composed of a limited number of causes, which are in turn also composed of sub causes. * Distinguishing these causes and sub causes is a useful first step to deal with the problem.
Book: Kaoru Ishikawa - Guide to Quality Control –

TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES
ARLIGUE ST. QUIAPO,MANILA

LOUIE M. CALAYCA JANUARY 27,2011
1032FB1/QA 003 MR. CHAVEZ

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ASSIGNMENT:
KAORU ISHIKAWA
AND
FISH BONE DIAGRAM