ISHIKAWA DIAGRAM –

Tool for quality management

Marit Laos
IS Project Management
21.05.2014
QUALITY


... is the degree to which a set of inherent characteristics fulfill
requirements (PMBOK, originally ISO 9000)

"... is the characteristic of having demonstrated the achievement of
producing a product that meets or exceeds agreed-on requirements, as
measured by agreed-on measures and criteria, and that is produced by an
agreed-on process” (RUP, in the context of software development)
QUALITY

Producer’s Viewpoint – the quality of the product meets the

requirements
Customer’s Viewpoint – the quality of the product is “fit for
use” or meets the customer’s needs
Quality also includes:

identifying the measures and criteria to demonstrate the
achievement of quality

the implementation of a process to ensure that the product
created by the process has achieved the desired degree of
quality, and can be repeated and managed
PROJECT QUALITY MANAGEMENT

... addresses the management of the project and the product of the project.
... processes in PMBOK:

Planning quality – identifying quality requirements and/or standards, and
documenting

Performing quality assurance – auditing the quality requirements and the
results from quality control measurements

Performing quality control
PERFORM QUALITY CONTROL

... process of monitoring and recording results of executing the quality

activities to assess performance and recommend necessary changes

Quality control is performed throughout the project.

Quality standards include project processes and product
goals.
Quality control activities identify causes of poor process
or product quality and recommend and/or take action
to eliminate them.
PERFORM QUALITY CONTROL TOOLS
AND TECHNIQUES

Cause and effect diagrams

Control charts

Histogram

Pareto chart

Run chart

Scatter diagram

Statistical sampling

Inspection

Approved change requests review
ISHIKAWA FISHBONE (CAUSE AND
EFFECT) DIAGRAM
ISHIKAWA FISHBONE DIAGRAM

The Fishbone Diagram is a pictorial means of expression of

a list that shows the relationship between some effect and
all the possible causes influencing it
ISHIKAWA FISHBONE DIAGRAM

There are a few standard Service Industries (4S)

choices for different sectors · Surroundings · Suppliers
(fishbone suggested
· System · Skills
categories):
(+ Safety)

Manufacturing Industries (6M) Administration/ Marketing (8P)

· Machines · Methods · Product (or service) · Price
· Materials · Measurements · People · Place · Promotion
· Mother Nature (Environment) · Procedures · Processes
· Manpower (People) · Policies
ISHIKAWA FISHBONE DIAGRAM

In any organization problem analyzing tool is crucial to success. In software

quality management the Fishbone diagram is used for this purpose.

Possible causes are usually classified into six categories: method, man,
management, measurement, material, machine.
ISHIKAWA FISHBONE DIAGRAM

Method – ways of doing things or the procedures

followed to accomplish a task. A typical cause under
the method category is not following instructions or the
instructions are wrong.
Man – people are responsible for the problem. The
problem may have been caused by people who are
inexperienced.
Management – project management. Poor management
decisions may cause technical problems.
Measurement – measurement refers to metrics that are derived
from a project. Problems may occur if measurements are
wrong or the measurement technique used is not relevant.
Material – material basically refers to a physical thing.
Software can't always handle errors caused by bad material,
for instance a bad backup tape, so while material may be
the least likely cause, it is a possible cause.
Machine – a machine in software usually refers to the
hardware, and there are a lot of possibilities that a problem
can be due to the machine.
ISHIKAWA FISHBONE DIAGRAM

 After identifying a problem, the leader initiates a discussion with the project
team to gather information about the possible causes until arriving at the
root cause.
 If possible root cause has been identified the action plan has to be derived
to fix it.
DOMINO SERVER CRASH
CONCLUSION

Ishikawa Diagram is very useful and widely applicable tool for analyzing and
finding the root cause to a complicated problem.
The results are presented in a pictorial form, that everyone can understand and
see their contribution to solving the problem.
This method allows also brainstorming in a group to increase the creativity in
team and improve team spirit.
THANK YOU!