21 BIOGRAFI KAORU ISHIKAWA

The lifetime work of Kaoru Ishikawa (1916-1989) was extensive He

received his doctorate of philosophy in chemical engineering in 1939 from the

University of Tokyo He wrote 647 articles and 31 books including two that

were translated into English

Introduction to Quality Control and What Is Total Quality Control The

Japanese Way He is well known for coming up with the concept for the

fishbone shaped diagram known as the Ishikawa or cause and effect diagram

used to improve the performance of teams in determining potential root causes

of their quality problems

Ishikawa developed and delivered the first basic quality control course for

the Union of Japanese Scientists and Engineers (JUSE) in 1949 and is credited

with creating the Japanese quality circle movement in 1962 Perhaps the most

dominant leader in JUSE Ishikawa also served as president of the Japanese

Society for Quality Control and the Musashi Institute of Technology and co-

founded and served as president of the International Academy for Quality Upon

retirement he was named professor emeritus of the University of Tokyo

Honorary Member of ASQ and honorary member of the International Academy

for Quality

Ishikawa received many awards and honors including ASQrsquos Eugene L

Grant Award in 1972 and the Walter A Shewhart Medal in 1988 He was given

the Shewhart Medal for ldquohis outstanding contributions to the development of

quality control theory principles techniques and standardization activities for

both Japanese and world industry which enhanced quality and productivityrdquo1

ASQ named a national medal after him in 1993 recognizing him as a

ldquodistinguished pioneer in the achievement of respect for humanity in the quality

disciplinesrdquo Then the Asian Pacific Quality Organization named the

Harrington-Ishikawa Medal after him to recognize a quality professional who

1

has made a substantial contribution to the promotion of quality programs and

methods in the Asian Pacific

Ishikawa was also a recipient of the Second Order of the Sacred Treasure

from the Emperor of Japanmdashthe same recognition bestowed upon W Edwards

Deming and Joseph M Juran

(D)

Alat Bantu dalam pelaksanaan pengendalian kualitas atau teknik

pengendalian mutu merupakan alat untuk mendeteksi sebab-sebab terjadinya

penyimpanngan diluar kendali dalam proses produksi dan cara bagaimana untuk

melakukan tindakan perbaikan Terdapat tujuh macam alat pengendalian

kualitas yang dalam penerapannya dapat digunakan seluruhnya maupun

sebagian tergantung kebutuhan masing-masing perusahaan

Menurut Kauro Ishikawa (198843) yang dialihbahasakan oleh Nawolo

Widodo ketujuh alat tersebut antara lain

1 Lembar Pemeriksaan (Chek sheet)

2 Pengelompokan (Stratification)

3 Diagram Pareto (Pareto Diagram)

4 Histogram

5 Diagram Pencar (Scatter diagram)

6 Diagram Sebab Akibat (cause and effect diagram)

7 Peta Kendali (Control Chart)

The Ishikawa diagram was invented by Kaoru Ishikawa who pioneered

quality management techniques in Japan in the 1960 s The diagram is

considered one of the seven basic tools of quality control [5] It is also known as

a fishbone diagram because of its shape The lsquofish headrsquo represents the main

problem The potential causes of the problem usually derived from

2

brainstorming sessions or research are indicated in the lsquofish bonesrsquo of the

diagram

Rare but critical cases should be studied and included in an Ishikawa

diagram to remind clinicians of relevant information during their clinical

reasoning processes

Furthermore the reader should appraise the published case to assess the

credibility of the information and should look for updated information in the

future For example if the readers are not fully convinced of the explanation for

the pathophysiology of lsquospecificity spill overrsquo phenomenon that may contribute

to multicystic ovaries [1317] he or she should search for more information

about it and look out for future publications on this topic Information gathered

from other sources can be included in the diagram as well such as the paper

published in the British Journal of Obstetrics and Gynaecology which has

substantiated information about ovarian cancers and amenorrhea [8] In this

way continually organizing and updating information on an Ishikawa diagram

can cultivate lifelong learning habits in medical professionals

Medical educators can also apply Ishikawa diagrams to facilitate problem-

based learning when teaching medical students and junior doctors Starting with

a clinical vignette facilitators can help medical students and junior doctors to

identify the main presenting problem of a patient conduct brainstorming

sessions and search in the literature to find the potential causes then categorize

these causes in an Ishikawa diagram The Ishikawa diagram can then be kept by

individual learners for continual updating when they acquire new or relevant

information In short an Ishikawa diagram can assist memory and the retrieval

of relevant medical case reports and literatures

(a)

Kaoru Ishikawa

Kaoru Ishikawa substantially influenced the Japanese understanding of quality

3

Ishikawa has become known for his work on in particular four aspects of

TQM quality circles the question of continuous training the quality tool ldquoIshikawa

diagramrdquo and the quality chain His approach to TQM comes very close to todayrsquos

understanding of TQM As Ishikawa remarks Japanese quality control is a thought

revolution in management It is an approach representing a new way of thinking

about management To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985) To practice quality control is to

develop design produce and service a quality product which is most economical

most useful and always satisfactory to the consumer

Top management has to lead by example and to demonstrate actively that they

are serious about quality TQM involves everyone within the company every

employee should contribute his ideas of how to improve the work processes In this

definition Ishikawa covers a number of key elements of total quality (Yamashina

2000)

TQM emphasises a clear customer orientation - internal and external The needs

of the customer have to be satisfied TQM is not limited to the quality department but

involves all departments within the business organisation

Ishikawa (1985) identified 14 areas of difference between Japan and the West

However there are 6 points which deserve our attention (Table 8)

4

Ishikawa (1985) claims that TQM ldquobegins with education and ends with educationrdquo

Ishikawa considers the implementation of quality circles as an effective way of

getting the shop floor involved in the quality issue This involvement of all

employees in the companyrsquos problem-solving process requires a continuous education

and training of everyone in the company He describes the importance not only of

meeting the requirement of the external customer but also of paying attention to

internal customers and internal relationships He develops a continuous line of

internal supplier-customer relations and invented the term The next process is your

customer (Yamashina 2000)

Ishikawa stresses the importance that ldquoQC training and education must also be

carried out without interruption through good times and badrdquo

The Japanese quality expert defines as the aim for a training programme that quality

should be made everybodyrsquos concern Every employee should understand the new

philosophy of quality Moreover everyone should grasp the tools and techniques of

TQM (Martinez-Lorente et al 1998)

It must be the common goal of each department to fully satisfy this customer

Therefore it would be helpful if the next work process and the next workstation

which

5

builds on the added value and work of the previous workstation were considered as

a customer Sectionalism must be broken down Every employee should be able to

talk to other department members freely and frankly It is necessary to learn to think

from the standpoint of the other party (Hellsten and Klefsjo 2000 Ip et al 1999)

All

the different departments within the company are living from the very same external

customer The next work process should be treated like the external customer We

can agree that Ishikawa has contributed and formed a number of important ideas in

todayrsquos understanding of TQM

(B)

pengertian serta kepuasan pelanggan

6

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

has made a substantial contribution to the promotion of quality programs and

methods in the Asian Pacific

Ishikawa was also a recipient of the Second Order of the Sacred Treasure

from the Emperor of Japanmdashthe same recognition bestowed upon W Edwards

Deming and Joseph M Juran

(D)

Alat Bantu dalam pelaksanaan pengendalian kualitas atau teknik

pengendalian mutu merupakan alat untuk mendeteksi sebab-sebab terjadinya

penyimpanngan diluar kendali dalam proses produksi dan cara bagaimana untuk

melakukan tindakan perbaikan Terdapat tujuh macam alat pengendalian

kualitas yang dalam penerapannya dapat digunakan seluruhnya maupun

sebagian tergantung kebutuhan masing-masing perusahaan

Menurut Kauro Ishikawa (198843) yang dialihbahasakan oleh Nawolo

Widodo ketujuh alat tersebut antara lain

1 Lembar Pemeriksaan (Chek sheet)

2 Pengelompokan (Stratification)

3 Diagram Pareto (Pareto Diagram)

4 Histogram

5 Diagram Pencar (Scatter diagram)

6 Diagram Sebab Akibat (cause and effect diagram)

7 Peta Kendali (Control Chart)

The Ishikawa diagram was invented by Kaoru Ishikawa who pioneered

quality management techniques in Japan in the 1960 s The diagram is

considered one of the seven basic tools of quality control [5] It is also known as

a fishbone diagram because of its shape The lsquofish headrsquo represents the main

problem The potential causes of the problem usually derived from

2

brainstorming sessions or research are indicated in the lsquofish bonesrsquo of the

diagram

Rare but critical cases should be studied and included in an Ishikawa

diagram to remind clinicians of relevant information during their clinical

reasoning processes

Furthermore the reader should appraise the published case to assess the

credibility of the information and should look for updated information in the

future For example if the readers are not fully convinced of the explanation for

the pathophysiology of lsquospecificity spill overrsquo phenomenon that may contribute

to multicystic ovaries [1317] he or she should search for more information

about it and look out for future publications on this topic Information gathered

from other sources can be included in the diagram as well such as the paper

published in the British Journal of Obstetrics and Gynaecology which has

substantiated information about ovarian cancers and amenorrhea [8] In this

way continually organizing and updating information on an Ishikawa diagram

can cultivate lifelong learning habits in medical professionals

Medical educators can also apply Ishikawa diagrams to facilitate problem-

based learning when teaching medical students and junior doctors Starting with

a clinical vignette facilitators can help medical students and junior doctors to

identify the main presenting problem of a patient conduct brainstorming

sessions and search in the literature to find the potential causes then categorize

these causes in an Ishikawa diagram The Ishikawa diagram can then be kept by

individual learners for continual updating when they acquire new or relevant

information In short an Ishikawa diagram can assist memory and the retrieval

of relevant medical case reports and literatures

(a)

Kaoru Ishikawa

Kaoru Ishikawa substantially influenced the Japanese understanding of quality

3

Ishikawa has become known for his work on in particular four aspects of

TQM quality circles the question of continuous training the quality tool ldquoIshikawa

diagramrdquo and the quality chain His approach to TQM comes very close to todayrsquos

understanding of TQM As Ishikawa remarks Japanese quality control is a thought

revolution in management It is an approach representing a new way of thinking

about management To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985) To practice quality control is to

develop design produce and service a quality product which is most economical

most useful and always satisfactory to the consumer

Top management has to lead by example and to demonstrate actively that they

are serious about quality TQM involves everyone within the company every

employee should contribute his ideas of how to improve the work processes In this

definition Ishikawa covers a number of key elements of total quality (Yamashina

2000)

TQM emphasises a clear customer orientation - internal and external The needs

of the customer have to be satisfied TQM is not limited to the quality department but

involves all departments within the business organisation

Ishikawa (1985) identified 14 areas of difference between Japan and the West

However there are 6 points which deserve our attention (Table 8)

4

Ishikawa (1985) claims that TQM ldquobegins with education and ends with educationrdquo

Ishikawa considers the implementation of quality circles as an effective way of

getting the shop floor involved in the quality issue This involvement of all

employees in the companyrsquos problem-solving process requires a continuous education

and training of everyone in the company He describes the importance not only of

meeting the requirement of the external customer but also of paying attention to

internal customers and internal relationships He develops a continuous line of

internal supplier-customer relations and invented the term The next process is your

customer (Yamashina 2000)

Ishikawa stresses the importance that ldquoQC training and education must also be

carried out without interruption through good times and badrdquo

The Japanese quality expert defines as the aim for a training programme that quality

should be made everybodyrsquos concern Every employee should understand the new

philosophy of quality Moreover everyone should grasp the tools and techniques of

TQM (Martinez-Lorente et al 1998)

It must be the common goal of each department to fully satisfy this customer

Therefore it would be helpful if the next work process and the next workstation

which

5

builds on the added value and work of the previous workstation were considered as

a customer Sectionalism must be broken down Every employee should be able to

talk to other department members freely and frankly It is necessary to learn to think

from the standpoint of the other party (Hellsten and Klefsjo 2000 Ip et al 1999)

All

the different departments within the company are living from the very same external

customer The next work process should be treated like the external customer We

can agree that Ishikawa has contributed and formed a number of important ideas in

todayrsquos understanding of TQM

(B)

pengertian serta kepuasan pelanggan

6

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

brainstorming sessions or research are indicated in the lsquofish bonesrsquo of the

diagram

Rare but critical cases should be studied and included in an Ishikawa

diagram to remind clinicians of relevant information during their clinical

reasoning processes

Furthermore the reader should appraise the published case to assess the

credibility of the information and should look for updated information in the

future For example if the readers are not fully convinced of the explanation for

the pathophysiology of lsquospecificity spill overrsquo phenomenon that may contribute

to multicystic ovaries [1317] he or she should search for more information

about it and look out for future publications on this topic Information gathered

from other sources can be included in the diagram as well such as the paper

published in the British Journal of Obstetrics and Gynaecology which has

substantiated information about ovarian cancers and amenorrhea [8] In this

way continually organizing and updating information on an Ishikawa diagram

can cultivate lifelong learning habits in medical professionals

Medical educators can also apply Ishikawa diagrams to facilitate problem-

based learning when teaching medical students and junior doctors Starting with

a clinical vignette facilitators can help medical students and junior doctors to

identify the main presenting problem of a patient conduct brainstorming

sessions and search in the literature to find the potential causes then categorize

these causes in an Ishikawa diagram The Ishikawa diagram can then be kept by

individual learners for continual updating when they acquire new or relevant

information In short an Ishikawa diagram can assist memory and the retrieval

of relevant medical case reports and literatures

(a)

Kaoru Ishikawa

Kaoru Ishikawa substantially influenced the Japanese understanding of quality

3

Ishikawa has become known for his work on in particular four aspects of

TQM quality circles the question of continuous training the quality tool ldquoIshikawa

diagramrdquo and the quality chain His approach to TQM comes very close to todayrsquos

understanding of TQM As Ishikawa remarks Japanese quality control is a thought

revolution in management It is an approach representing a new way of thinking

about management To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985) To practice quality control is to

develop design produce and service a quality product which is most economical

most useful and always satisfactory to the consumer

Top management has to lead by example and to demonstrate actively that they

are serious about quality TQM involves everyone within the company every

employee should contribute his ideas of how to improve the work processes In this

definition Ishikawa covers a number of key elements of total quality (Yamashina

2000)

TQM emphasises a clear customer orientation - internal and external The needs

of the customer have to be satisfied TQM is not limited to the quality department but

involves all departments within the business organisation

Ishikawa (1985) identified 14 areas of difference between Japan and the West

However there are 6 points which deserve our attention (Table 8)

4

Ishikawa (1985) claims that TQM ldquobegins with education and ends with educationrdquo

Ishikawa considers the implementation of quality circles as an effective way of

getting the shop floor involved in the quality issue This involvement of all

employees in the companyrsquos problem-solving process requires a continuous education

and training of everyone in the company He describes the importance not only of

meeting the requirement of the external customer but also of paying attention to

internal customers and internal relationships He develops a continuous line of

internal supplier-customer relations and invented the term The next process is your

customer (Yamashina 2000)

Ishikawa stresses the importance that ldquoQC training and education must also be

carried out without interruption through good times and badrdquo

The Japanese quality expert defines as the aim for a training programme that quality

should be made everybodyrsquos concern Every employee should understand the new

philosophy of quality Moreover everyone should grasp the tools and techniques of

TQM (Martinez-Lorente et al 1998)

It must be the common goal of each department to fully satisfy this customer

Therefore it would be helpful if the next work process and the next workstation

which

5

builds on the added value and work of the previous workstation were considered as

a customer Sectionalism must be broken down Every employee should be able to

talk to other department members freely and frankly It is necessary to learn to think

from the standpoint of the other party (Hellsten and Klefsjo 2000 Ip et al 1999)

All

the different departments within the company are living from the very same external

customer The next work process should be treated like the external customer We

can agree that Ishikawa has contributed and formed a number of important ideas in

todayrsquos understanding of TQM

(B)

pengertian serta kepuasan pelanggan

6

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

Ishikawa has become known for his work on in particular four aspects of

TQM quality circles the question of continuous training the quality tool ldquoIshikawa

diagramrdquo and the quality chain His approach to TQM comes very close to todayrsquos

understanding of TQM As Ishikawa remarks Japanese quality control is a thought

revolution in management It is an approach representing a new way of thinking

about management To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985) To practice quality control is to

develop design produce and service a quality product which is most economical

most useful and always satisfactory to the consumer

Top management has to lead by example and to demonstrate actively that they

are serious about quality TQM involves everyone within the company every

employee should contribute his ideas of how to improve the work processes In this

definition Ishikawa covers a number of key elements of total quality (Yamashina

2000)

TQM emphasises a clear customer orientation - internal and external The needs

of the customer have to be satisfied TQM is not limited to the quality department but

involves all departments within the business organisation

Ishikawa (1985) identified 14 areas of difference between Japan and the West

However there are 6 points which deserve our attention (Table 8)

4

Ishikawa (1985) claims that TQM ldquobegins with education and ends with educationrdquo

Ishikawa considers the implementation of quality circles as an effective way of

getting the shop floor involved in the quality issue This involvement of all

employees in the companyrsquos problem-solving process requires a continuous education

and training of everyone in the company He describes the importance not only of

meeting the requirement of the external customer but also of paying attention to

internal customers and internal relationships He develops a continuous line of

internal supplier-customer relations and invented the term The next process is your

customer (Yamashina 2000)

Ishikawa stresses the importance that ldquoQC training and education must also be

carried out without interruption through good times and badrdquo

The Japanese quality expert defines as the aim for a training programme that quality

should be made everybodyrsquos concern Every employee should understand the new

philosophy of quality Moreover everyone should grasp the tools and techniques of

TQM (Martinez-Lorente et al 1998)

It must be the common goal of each department to fully satisfy this customer

Therefore it would be helpful if the next work process and the next workstation

which

5

builds on the added value and work of the previous workstation were considered as

a customer Sectionalism must be broken down Every employee should be able to

talk to other department members freely and frankly It is necessary to learn to think

from the standpoint of the other party (Hellsten and Klefsjo 2000 Ip et al 1999)

All

the different departments within the company are living from the very same external

customer The next work process should be treated like the external customer We

can agree that Ishikawa has contributed and formed a number of important ideas in

todayrsquos understanding of TQM

(B)

pengertian serta kepuasan pelanggan

6

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

Ishikawa (1985) claims that TQM ldquobegins with education and ends with educationrdquo

Ishikawa considers the implementation of quality circles as an effective way of

getting the shop floor involved in the quality issue This involvement of all

employees in the companyrsquos problem-solving process requires a continuous education

and training of everyone in the company He describes the importance not only of

meeting the requirement of the external customer but also of paying attention to

internal customers and internal relationships He develops a continuous line of

internal supplier-customer relations and invented the term The next process is your

customer (Yamashina 2000)

Ishikawa stresses the importance that ldquoQC training and education must also be

carried out without interruption through good times and badrdquo

The Japanese quality expert defines as the aim for a training programme that quality

should be made everybodyrsquos concern Every employee should understand the new

philosophy of quality Moreover everyone should grasp the tools and techniques of

TQM (Martinez-Lorente et al 1998)

It must be the common goal of each department to fully satisfy this customer

Therefore it would be helpful if the next work process and the next workstation

which

5

builds on the added value and work of the previous workstation were considered as

a customer Sectionalism must be broken down Every employee should be able to

talk to other department members freely and frankly It is necessary to learn to think

from the standpoint of the other party (Hellsten and Klefsjo 2000 Ip et al 1999)

All

the different departments within the company are living from the very same external

customer The next work process should be treated like the external customer We

can agree that Ishikawa has contributed and formed a number of important ideas in

todayrsquos understanding of TQM

(B)

pengertian serta kepuasan pelanggan

6

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

builds on the added value and work of the previous workstation were considered as

a customer Sectionalism must be broken down Every employee should be able to

talk to other department members freely and frankly It is necessary to learn to think

from the standpoint of the other party (Hellsten and Klefsjo 2000 Ip et al 1999)

All

the different departments within the company are living from the very same external

customer The next work process should be treated like the external customer We

can agree that Ishikawa has contributed and formed a number of important ideas in

todayrsquos understanding of TQM

(B)

pengertian serta kepuasan pelanggan

6

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

7

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

8

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

9

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

(C)

22 sss

Manufacturing problems are very crucial needs vigilant and immediate

attention otherwise it damages to companyrsquos not only profit margins but also

reputation Quality Management includes quality assurance and control is very

necessary technique to maintain and continuously improve quality of product

Out of many techniques used to improve quality reduce rejection Ishikawa

diagram is very well known and widely used Ishikawa diagram is very useful

to identify the probable causes of error or problem from different prospective

IMPORTANCE OF FISHBONE IN PRODUCT IMPROVEMENT

Ishikawa diagrams also known as fishbone or cause amp effect diagram was

invented by Kaoru Ishikawa in the 1960s he is pioneered quality management

processes The design of the diagram is similar to the skeleton of a fish The

representation can be simple through bevel line segments which lean on a

horizontal axis The root causes and sub-causes which produce the problem or

defect are represented in that respective heads The causes of problem or

imperfection can be grouped into categories like Man (People) Machine

Material Method and environment represented in diagram as shown in fig1

Sometimes these can be grouped into other two categories as well such as

management and measurements but that depends on the purpose of use

The Ishikawa diagram method becomes more powerful tool when itrsquos

used with brainstorming and cross functional team which helps to identify

causes of problem with different point of view All root causes identified then

to be listed and consensus will finalize Some times other tool like FMEA or

Pareto may be used to priorities the various causes identified The ultimate aim

of the tool is to improvement The Ishikawa diagram is such global tool and

used in various industry segments like

10

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

23 PROBLEM ANALYSIS THROUGH ISHIKAWA DIAGRAM

The fin opening problem had been area of concern along with others

mentioned above To identify the root causes of fin opening problem and to

come to the accurate conclusion systematic approach of Ishikawa diagram

technique has been implemented The different root causes are described in fig

7 by Ishikawa diagram for fin opening problem The causes are identified in

relations to People Machine Material Methods (Procedures) and Environment

factors The various reasons which can be contribute to the problem of fin

opening are unskilled labor lack of training attitude towards working can effect

over all quality of work from manpower resource there are also significant

impact on machine power by improper clamping wear due to non lubrication

reduction in efficiency due to depreciation etc

Each causes itself must be a desirable or undesirable impact characterized

by its effect produced so a special attention also given to material related causes

like height variation in fin uneven fin thickness material hardening problem

etc Most of the times improper operating methods of assembly line also lead fin

separation Following root causes have been identified by Ishikawa diagram

The causes and their contribution to the problem are also calculated based on

the experience and product knowledge

(E)

24 ISHIKAWA DIAGRAMS

Ishikawa diagrams are named after their inventor Kaoru Ishikawa They

are also called fishbone charts after their appearance or cause and effect

diagrams after their function Their function is to identify the factors that are

causing an undesired effect (eg defects) for improvement action or to identify

the factors needed to bring about a desired result (eg a winning proposal)

The factors are identified by people familiar with the process involved

11

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

As a starting point major factors could be designated using the four Ms

Method Manpower Material and Machinery or the four Ps Policies

Procedures People and Plant Factors can be subdivided if useful and the

identification of significant factors is often a prelude to the statistical design of

experiments

Figure 3 is a partially completed Ishikawa diagram attempting to identify

potential causes of defects in a wave solder process

(F)

25 ISHIKAWA

The traditional Ishikawa diagram is a qualitative tool of management [1]

Using this tool one can show the relations between causes and the analyzed

effect The most often used is the Ishikawa diagram in a form called the model

6M+E [2] The symbol 6M+E describes next general causes man machine

material method management measurement and environment

This diagram is presented in the Fig 1

The model of the classical Ishikawa diagram is not complete

There is no quantitative information to obtain from this diagram [3] [4]

[5] This need was the origin of the weighted Ishikawa diagram The change of

the diagram is considered with the character of the connections (bones) of the

diagram [6] [7] In this paper there is proposed a completing of the diagram

with connections weights Below is presented the method of preparing the

weighted Ishikawa diagram [8]

1048696 determination of a set of main causes

1048696 determination of subcauses

1048696 determination of weights of main causes

1048696 preparing the weighted Ishikawa diagram

1048696 conducting the stratification analysis

12

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

1048696 determination the set of important causes and subcauses

Applying presented above levels makes possible to construct a complete

management tool the weighted Ishikawa diagram To determine the weights of

connections (causes) it is proposed to use a form of the Saaty matrix [9] In this

paper this matrix is called the comparison matrix (Fig 2)

(G)

26 QUALITY CONTROL

To practice quality control is to develop design produce and service a

quality product which is most economical most useful and always satisfactory

to the consumer To meet this goal everyone in the company must participate in

and promote quality control including top executives all divisions within the

company and all employees (Ishikawa 1985)

Ishikawa provided four aspects of TQM quality circles continuous

training the quality tool ldquoIshikawa diagramrdquo and the quality chain According

to Ishikawa to practice quality control is to develop design produce and

service a quality product which ismost economical most useful and always

satisfactory to the consumer To meet this goal everyone in the company should

participate in and promote quality control including top executives all

divisions within the company and all employees (Ishikawa 1985) According

Ishikawa TQMis not limited to the quality department but involves all

13

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

departments within the business organization and it stresses a clear customer

orientation ndash both internal and external

(H)

27 ISHIKAWArsquoS QUALITY MANAGEMENT APPROACH

Ishikawa defines quality as the ldquodevelopment design production and

service of a product that is most economical most useful and always

satisfactory to the consumerrdquo (Greg W2004) He argues that quality control

extends beyond the product and encompasses after-sales service the quality of

management the quality of individuals and the company itself He advocates

employee participation as the key to the successful implementation of TQM

Quality circles he believes are an important vehicle to achieve this In his

work like all other gurus he emphasizes the importance of education He states

that quality begins and ends with education He has been associated with the

development and advocacy of universal education in the seven QC tools

(ishikawa 1985) These tools are listed below

(1) Process flow chart

(2) Check sheet

(3) Histogram

(4) Pareto chart

(5) Cause - effect diagram (ishikawa diagram)

(6) Scatter diagram

(7) Control chart

Ishikawarsquos concept of total quality control contains six fundamental

principles

(1) Quality first - not short-term profits first

(2) Customer orientation - not producer orientation

(3) The next step is your customer - breaking down the barrier of

sectionalism

14

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

(4) Using facts and data to make presentations - utilization of statistical

methods

(5) respect for humanity as a management philosophy full participatory

management

(6) Cross - functional management

(I)

28 DIAGRAM

A Cause-and Effect Diagram is a tool that shows systematic relationship

between a result or a symptom or an effect and its possible causes It is an

effective tool to systematically generate ideas about causes for problems and to

present these in a structured form This tool was devised by Dr Kouro Ishikawa

and as mentioned earlier is also known as Ishikawa Diagram

(J)

29 PROCEDURE

The steps in the procedure to prepare a cause-and-effect diagram are

15

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

16

1 Agree on the definition of the Effect for which causes are to be found

Place the effect in the dark box at the right Draw the spine or the

backbone as a dark line leading to the box for the effect

2 Determine the main groups or categories of causes Place them in boxes

and connect them through large bones to the backbone

3 Brainstorm to find possible causes and subsidiary causes under each of the

main groups Make sure that the route from the cause to the effect is

correctly depicted The path must start from a root cause and end in the

effect

4 After completing all the main groups brainstorm for more causes that may

have escaped earlier

5 Once the diagram is complete discuss relative importance of the causes

Short list the important root causes

(J)

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