Quality Management Engineering

Continuous Improvement Techniques

QEM 2104
Lecture # 3
Cause and Effect Analysis (Ishikawa Diagram)
Six Sigma

Instructor: ____________________
January 2022
 Agenda
✓Describe the steps required to conduct a Cause-and-Effect analysis.

✓Describe the typical sources of variation depicted on an Ishikawa

Diagram (the six M’s).

✓Outline the history of Six Sigma and describe the transition to

today's current Lean Six Sigma state.

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 Learning Objectives
2. Describe how to manage for continuous improvement
• 2.1 Recognize that continuous improvement is not limited to quality initiatives but
can be applied all areas of a business
• 2.2 Describe the need for measurement to establish a baseline from which
improvement gains can be tracked
• 2.3 Explain that persons from all levels in an organization must be involved for CI
efforts to be successful
• 2.4 Demonstrate that the most effective CI activities are executed by teams not by
individuals
• 2.5 Recognize the CI may require a change in business culture, and that for continued
success business cannot continue as usual
• 2.6 Describe a method for continuous improvement based on Deming’s PDCA (Plan-
Do-Check-Act) process
• 2.7 Recognize that continuous improvement is not about a set of techniques or tools
but represents a Mindset

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 Learning Objectives (Cont’d)
3. Demonstrate the use of Pareto Analysis, Cause and Effect Analysis and
Six Sigma methods
• 3.1 Outline the history and development of Pareto analysis
• 3.2 Identify and summarize the work of key practitioners
• 3.3 Explain Pareto analysis in terms of the 80/20 rule
• 3.4 Describe the use of Pareto analysis to sort the vital few from the
trivial many
• 3.5 Describe the steps required to conduct a Cause and Effect analysis
• 3.6 Describe the typical sources of variation depicted on an Ishikawa
Diagram (the six M’s)

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 The Quality Gurus
Individuals who have been identified as making a significant contribution to
improving the quality of goods and services.

❑ Joseph M. Juran
❑ W. Edwards Deming
✓ Walter A. Shewhart
❑ Armand Feigenbaum
❑ Philip Crosby
❑ Genichi Taguchi
❑ Kaoru Ishikawa

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 Walter A. Shewhart

Walter Andrew Shewhart (pronounced like "shoe-heart", March

18, 1891 – March 11, 1967) was an American physicist,
engineer and statistician, sometimes known as the father of
statistical quality control and also related to the Shewhart cycle.
The encounter began a long collaboration between Shewhart and
Deming that involved work on productivity during World War II
and Deming's championing of Shewhart's ideas in Japan from
1950 onwards. Deming developed some of Shewhart's
methodological proposals around scientific inference and named
his synthesis the Shewhart cycle

[1] Walter A. Stewart

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 Seven QC Tools
1. Flow charts
2. Check sheets
3. Histograms
4. Pareto diagrams
5. Cause-and-effect diagrams
6. Scatter diagrams
7. Control charts

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 Cause and Effect Analysis
Cause-and-effect diagram:
✓ This popular diagram (also known as an Ishikawa diagram or fishbone diagram
was developed in 1950 by the late Professor Kaoru Ishikawa.
✓ The fishbone diagram identifies many possible causes for an effect or problem.
It can be used to structure a brainstorming session. It immediately sorts ideas
into useful categories.
✓ Cause-and-effect diagrams were first applied to manufacturing problems. They
have since demonstrated that they are applicable to all manner of industries,
processes, and problems. As a result, they are now in universal use in every
conceivable application.

[2] Fishbone Diagram

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 Cause and Effect Diagram Procedure
How to create the diagram:
1. Agree on a problem statement (effect) ➔ For example by Pareto Analysis
2. Write effect at the center right of the flipchart or whiteboard. Draw a box
around it and draw a horizontal arrow running to it. ➔ Fish head
3. Brainstorm the major categories of causes of the problem.
If this is difficult use generic headings:
✓ Methods
✓ Machines (equipment)
✓ People (manpower)
✓ Materials
✓ Measurement
✓ Environment

[2] Fishbone Diagram

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 Cause and Effect Diagram Procedure (Cont’d)
3. Write the categories of causes as branches from the main arrow.

4. Brainstorm all the possible causes of the problem. Ask: “Why does this
happen?” As each idea is given, the facilitator writes it as a branch from the
appropriate category. Causes can be written in several places if they relate to
several categories.

5. Again ask “why does this happen?” about each cause. Write sub– causes
branching off the causes. Continue to ask “Why?” and generate deeper levels
of causes.

[2] Fishbone Diagram

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 Fishbone Diagram Shape

[3] Fishbone Diagram Shapes

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 Fishbone Diagram

[3] Fishbone Diagram Shapes

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 The 8 M’s (Used in Manufacturing)

[3] Fishbone Diagram Shapes

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 The 8 Ps (Used in Service Industry)

[3] Fishbone Diagram Shapes

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 Example: Low Quality Output

[3] Fishbone Diagram Shapes

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 Brainstorming
Brainstorming is a group creativity technique by which efforts are made to find a
conclusion for a specific problem by gathering a list of ideas spontaneously
contributed by its members.

Brainstorming is a simple way to stimulate thinking and collect a team’s ideas in a

short time. Six-step process for brainstorming.
1. Review the topic
2. Have silent thinking time
3. Let ideas flow
4. Write all ideas on a flipchart
5. Don’t discuss ideas
6. Build on other’s ideas
[4] Brainstorming

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 Brainstorming: writing ideas

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 Practice Brainstorming

[5] Video: Skills for Quality Improvement [Brainstorming]

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 Brainstorming Template

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 Cause and Effect Diagram

[6] Video: Problem Solving Techniques- Cause and Effect Diagram

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 Class Activity based on Pareto Analysis of Lecture 2

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 What is Six Sigma?

[7] Evans J.R. & Lindsay W.M.

(Cengage E-textbooks)

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 What is the Six-Sigma?

Six Sigma (6σ) is a business improvement and data-

driven approach and methodology for eliminating the
cause of defects in manufacturing or service processes
by focusing on outputs that are critical to customers
and clear financial return for the organization.

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 Six Sigma overview

[8] Video: Six Sigma in 10 Minutes

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 Roles & Responsibilities in Six Sigma project
➢ Executive Team:
✓ Provide continuous support to drive for results.
✓ Sets strategic direction, identify core business process issues, prioritize

➢ Champion:
✓ Identifies high impact projects by combining the strategic
✓ vision of the executive team & the key customer and process needs of the business.
✓ Facilitates successful project completion, coaches teams

➢ Master Black Belt:

✓ Highly skilled & experienced in all aspects of Six Sigma
✓ Coach and mentor to Black Belts, works with Champion on project selection

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 Roles & Responsibilities in Six Sigma project (cont’d)

➢ Black Belt:
✓ Project Leader
✓ Highly trained in Six Sigma methods and tools
✓ Influencer, team facilitator, project manager

➢ Green Belt:
✓ Project team member
✓ Trained in Six Sigma methods and tools

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 Definition of Six Sigma from required book

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 Definition of Six Sigma from required book (cont’d)

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 Six Sigma Model
Existing
Business
Processes

Six Sigma
Methodology

Improved
Business
Performance Quality Productivity Cost Profitability

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 What is the Six Sigma level?
➢ Sigma is a
statistical term
that refers to the
standard deviation
of a process about
its mean.
➢ In normally
distributed
process,99.73% of
measurements will
fall within 3 sigma.

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 References
[1] Wikipedia. The Free Encyclopedia (2021). Walter A. Stewart. Retrieved from https://en.wikipedia.org/wiki/Walter_A._Shewhart

[2] American Society for Quality. (2021). Quality Resources/Fishbone Retrieved from https://asq.org/quality-resources/fishbone

[3] Concept Draw (2021). Fishbone Diagram . Design Elements . Fishbone Diagram Shapes Retrieved from
https://www.conceptdraw.com/solution-park/business-fishbone-diagram

[4] Wikipedia. The Free Encyclopedia (2021). Brainstorming. Retrieved from https://en.wikipedia.org/wiki/Brainstorming

[5] TheCharlton1 (2009, Nov 6). Skills for Quality Improvement 2 Brainstorming. [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=zvdSy4zOw4Q&ab_channel=TheCharlton1

[6] O’Loughlin E. (2009, Nov 23). Problem Solving Techniques #3: Cause and Effect Diagrams. [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=mfHy6_-vDAc&ab_channel=EugeneO%27Loughlin

[7] Evans J.R. & Lindsay W.M. (2nd Ed.). (2014). An Introduction to Six Sigma & Process Improvement . South-Western College Pub.

[8] QualityGurus (2013, Jan 27 23). Six Sigma in 10 Minutes. [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=wEBPVQ7W2wg&ab_channel=QualityGurus

[9] American Society for Quality (ASQ) (2021). Six Sigma Green Belt Certification CSSGB. Retrieved from https://asq.org/cert/six-sigma-green-
belt

[10] DeFeo A. & Juran J.M., John S. (7th Ed.). (2016). Juran’s Handbook. The Complete Guide to Performance Excellence . McGraw-Hill
Professional

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