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Relations diagram
2.
Tree diagram
3.
Arrow diagram
4.
Affinity diagram
5.
Matrix diagram
6.
7.
These tools, unlike SPC tools are qualitative tools. Most of these tools do not
involve the use of numerical data. As the names suggest they are diagrams
and charts which arrange available information in a visual form that helps
managers in making sound decisions. Like all management tools these are
judgmental tools. Managers are often called upon to make decisions based
on their judgement with help of incomplete information or on subjective
issues. Such decisions require discussions among members of cross
functional teams. Team work and techniques like brainstorming are very
essential for best results with such tools.
2
Relations Diagram
Purpose
The purpose of relations diagram is to generate a visual representation of the
relations between an effect and its causes as well as the interrelationship
between the causes in complex problems.
Structure
As mentioned in the opening paragraph of the chapter, the structure of
relations diagram is not very rigid; it is quite flexible. Only thing fixed about
the diagram is a bold bordered rectangle in which the effect is written. The
causes are entered in light rectangles and lines are drawn to show relation
between the rectangles. The lines have arrows at one end showing which is
the cause and which is the effect - the arrow always leading from the cause
to the effect. The most common shape the diagram takes has the effect at
the centre, with immediate causes surrounding it and secondary and tertiary
causes as outer layers. Diagram 1 shows one such representation.
arrows in such a diagram is in only one direction bottom to top or right to left.
Diagram 2 shows a Unidirectional type of structure.
These two diagrams have shown how the structure of relations diagram is
extremely flexible. The shape depends on the nature and extent of
interrelations between various causes. The team is free to arrange the
rectangles with causes in any convenient shape. If need be, the shape is
recast with rearrangement of the causes for ease of connecting the
rectangles.
Procedure
To prepare a relations diagram, there is a need for a large number of causes.
No single individual can generate an exhaustive list of causes. Hence the tool
gives best results when it is used in a group. The group must brainstorm the
subject to get the maximum number of causes. The steps in the preparation
of a relations diagram are :
1.
Decide the effect or the problem for which causes are to be found.
Write is in the centre of the flip chart or a board and enclose it in a dark
bordered rectangle. Discuss the subject and confirm the effect.
2.
Brainstorm to identify the immediate causes for the effect first. Enter
these in rectangles around the central dark rectangle. Take care to
place causes likely to be related to one another in adjacent positions.
It is quite possible that the locations of the causes may have to be
changed as one progresses. Hence a white board is preferable to a
flip chart for this exercise. If a flip chart is used, the causes may be
written on post-it pads and stuck on the chart so that their location can
be changed easily.
3.
4.
5.
Explore the relationship between all the causes and connect the
rectangles as in step-3. Show as many relations among different
causes as possible. A large number of routes leading to the same root
causes provides an indication that the root cause may be an important
contributor to the problem.
6.
Brainstorm to find the more important root causes and more prominent
links leading to the effect. Mark these by making the rectangles and
the connecting lines darker.
7.
8.
Applications
Relations diagram can be applied to explore cause and effect relationships,
especially in complex situations where the causes are likely to be mutually
related. The most common use is in problem solving to identify multiple
interrelated causes. The output of the tool is a list of root causes for the
problem with some indication of their relative importance. The output has to
be considered as only an indication of the relative importance of the causes.
Data has to be collected to confirm or reject the conclusions arrived at the end
of the session. Priority of corrective actions to eliminate the causes should be
based on the data collected, not on output of relations diagram. The output of
relations diagram is based on the perception of the members of the group
brainstorming the issue; it needs to be supported by facts. While the output is
important as it points a direction to data collection efforts, it is no substitute for
facts and data.
Lure of Competition
Low Future
Prospects
HIGH TURNOVER
Unsatisf.
Work Env.
Dissatisf.
Compensation
Affinity Diagram
Purpose
The purpose of an affinity diagram is to provide a visual representation of
grouping of a large number of ideas or factors or requirements into logical
sets of related items to help one organise action plans in a systematic
manner.
Procedure
The steps in the procedure for preparing an affinity diagram are :
1.
2.
3.
Decide the number of groups and their titles. Create a card for each
group. Enter the title of the group at the top of the card.
4.
Distribute all the ideas among the cards. If necessary, create new
cards for additional groups.
5.
6.
Applications
The structure and the procedure for affinity diagram would have shown how
simple the tool is. Its simplicity makes it easy to combine it with other tools
and put it to a wide variety of applications. For instance, it can be combined
with a cause-and-effect diagram or a relations diagram to identify and regroup
causes for a problem or it can be combined with a tree diagram to categorise
possible solutions. Thus it can assist in problem solving. It can be used to
group customer requirements in a complex product and can help one to
design a product with characteristics and features that would satisfy and
delight customers. It can be used to categorise actions in an implementation
plan leading to a rationalised distribution of responsibility. In fact the tool can
be used to break up any complex problem or task into smaller more easily
manageable bits. Someone has asked a question - How do you eat a whale
? which has an obvious answer -A mouthful at a time. Another similar set
of a question and an answer is - How to eat an elephant - slice by slice.
Well affinity diagram is a tool that helps to break up a whale into convenient
mouthfuls or an elephant into manageable slices. Its simplicity makes it a
very widely applicable tool.
Creating Values
a. Create vision
b. Quality policy
c. Pers. Commit
d. Pers. Involve
e. Value system
f. Mission state
Creating Culture
Strategic Planning
p Transformation
s Reward & Recog.
t Recog. Functions
x Employee Partic.
dd Celebrations
b Select elements
c Long-tern goals
f Priorities
y Self Assessment
z Imp. Objectives
cc Direction
Communication
e
m
aa
gg
Organisation
g
h
i
u
Training
Quality policy
Commitment
Goals & objectives
Success stories
k All employees
w Identify needs
bb Need based
hh Evaluate
ii Improve
Implementation
Supportive Org.
Infrastructure
Resources
Division/Loc.
Committees
j
q
r
v
Project Teams
Proj. progress
Remove obstacles
Progress at Div.
/Loc.
ee Revise plans
Tree Diagram
Purpose
The purpose of the tree diagram is to explore ways and means to achieve an
objective, develop a list of alternate means to reach the desired situation in a
sequential order and to present them in a visual form.
Procedure
This tool like other tools in the new seven is a group tool. A brainstorming
session is necessary to collect a large number of ideas for the means to
achieve the objective. The rules of brainstorming should be observed to get
the best results from the tool. The steps in the procedure to develop a tree
diagram are :
1. Identify a high priority problem that needs to be solved at the earliest.
Prepare an objective statement describing the desired situation or the
target solution.
2. Decide the appropriate form of the diagram - cascade or tree as well as
direction of flow after a brief discussion. Place the target solution in the
dark rectangle.
3. Brainstorm to identify the primary means to achieve the objective. Arrange
them in an appropriate order keeping in mind the likely interrelations
between them and place them in rectangles at the first level.
4. For each of the primary means, identify secondary means which would be
necessary to attain those means. Arrange them in next level boxes.
5. Identify tertiary means required to attain each of the secondary means and
place them in a proper order in the next level boxes.
6. Continue the process till the group feels that the end of the line has been
reached.
7. If a lower level means is required to attain two higher level means, it may
be connected to both. Rearrange the boxes if necessary to make this
possible. Use of POST-IT pads can make such a rearrangement simple.
8. Brainstorm to reach a consensus on the relative importance of the last
level means to priorities action.
9. Give a suitable title to the diagram.
Application
The most important application of the tree diagram is for devising solutions for
problems. It helps one to develop a systematic step by step strategy to
achieve an objective. It is also useful in monitoring the implementation of
solutions by taking care of accomplishment of means at different levels.
Open
Clinic
Improve
Health
Medical
Degree
Medical
College
Pass
Entrance
Expert
Coaching
Organise
Funds
Causes for
Resignation
Tree diagram
organization.
Internal
External
Better pay
Better career prospects
Reputed organization
Better benefits
Better working conditions
Personal
Nearer to home
Family problems
Large financial commitments
showing
causes
for
resignation
from
an
Matrix Diagram
Purpose
The purpose of a matrix diagram is to explore the existence and the extent of
relations between individual items in two sets of factors or features or
characteristics and express them in a symbolic form that is easy to
understand. The purpose for which the tool is most frequently used is to
understand the relation between customer expectations as expressed by the
customers and product characteristics as designed, manufactured and tested
by the manufacturer.
Procedure
The steps in the procedure to prepare a matrix diagram are :
1. Decide the two sets of factors for which relations are required to be
clarified. Call the set of the main factors features and the set of factors
dependent on it counterpart characteristics or characteristics.
2. Divide the features into primary, secondary and tertiary features.
3. Divide the characteristics
characteristics.
into
primary,
secondary
and
tertiary
4. Place the features vertically on the left hand side of the matrix and
characteristics horizontally on top of the matrix.
5. Enter the importance of the features on the column after that for the
tertiary features.
6. In the main body of the matrix, place symbols at the squares denoting the
relationship between the feature and the characteristic meeting at the
intersection. The symbols to be used are :
-
Strong relationship
Medium relationship
Weak relationship
Applications
Matrix diagram, being a very simple table showing relations between
individual items in two sets of factors, can be put to a wide variety of uses.
The symbolic representation of the relationship makes the diagram so much
easier to understand as compared to a table with a lot of figures. Let us see
some of the possible applications of a matrix diagram.
Matrix diagram can be used to solve problems by arranging data in such a
way that the relations between relevant factors are brought into sharp focus.
It can be used to understand relations between customer satisfaction and
product characteristics, between complaints and product groups, between
complaints and geographical regions, between a products performance in the
market and promotional inputs on it and so on. Once the relations between
individual items in sets of factors are clearly understood and agreed upon, it
becomes easy to solve problems and to plan and implement solutions
systematically.
There is no limit to the use of the tool. The unlimited possibility of the
application of the tool is proved by a couple of unusual examples. A book on
QC tools written by Japanese authors gives an example where the tool was
used to describe the relations between male and female members of the staff
in an office. A recent article in a magazine brought out by an NBFC (Non
Banking Finance Company) for the benefit of investors used the matrix
diagram to depict the vulnerability of different industries. The diagram
provides relation between 24 industries from Aluminium and Automobiles to
tyres and yarn with half a dozen parameters such as over-capacity, demand
recession, cheap imports etc. The matrix had symbols indicating high,
moderate, slight or no vulnerability of the industry on that parameter. The
only difference is that the symbols used were not the same as those
conventionally used in a matrix diagram.
The most important application of matrix diagram is in clarifying relations
between individual features of customer requirements and individual product
characteristics. Thus the tool enables one to translate customer expectations
into technical specifications accurately. In other words it helps one develop a
product specification that will satisfy customer expectations. Its use can be
extended to clarify the relationship between product characteristics on one
side and product formulation and process parameters on the other side. In
other words it can be used to generate a process specification that would
ensure compliance to the requirements of a product specification. It can be
used to develop specification requirements for inputs to a process by studying
their relation to the output requirements.
Characteristics P
Physical Tests
Perceived
Visual
Features
S
T
Safe
Misc.
Effect
Functional
Lather
Appearance
Col
Cla.
Perf.
Str.
Cop.
Dense
Dur.
Clean
Hair
Description
Col
Cla
Formula
Properties
Per
SpGr
Visc
Foam Height
Ini
Fin
Detergent
Den
Typ
F.B.
Pres.
Shiny
Hair
No
Tang
Eyes
Hair
- Medium
Cond.
Key : - Strong
Others
- Weak
Importance
Target
Value
Colour
Clarity
Perfume
Strength
Copious
Dense
Durable
Clean Hair
Shiny Hair
No Tangles
On Eyes
On Hair
Primary
Secondary
Visual
p
p
Perceived
Tertiary
a
r
F
Lather
Effect
o
n
a
l
M
i
s
c.
Safe
soap for customers with normal skin would be somewhere in between those
for a soap for dry skin and a soap for oily skin. A cosmetic product for
growing children would have characteristics between those of a baby
cosmetic and an adult cosmetic.
By collecting data on the product
characteristics of related products and placing them in a matrix data analysis
diagram, one can decide the desired characteristics of the proposed product
depending on target group of customers for the new product.
Analysis of the data can also be used to identify the strongest characteristics
of an existing product to decide its promotional inputs. The tool can also be
used to study the causes of customer complaints. It can also be used to
determine process parameters to achieve desired product characteristics.
The tool can be very useful in compiling data obtained on the analysis of
competitive products with a view to develop a product better than the
competition or to devise a marketing strategy for the product based on its
strengths.
Get A Steady
Job
Start Saving
Early
May Lose
The Job
Savings Lost
To Illness
Invest in
Housing
Develop Alt.
Skills
Medical
Insurance
Invest for
Long-Term
Loss of
Property
Losses Due to
Bad Inv.
Manage
Investments
Householder
Insurance
Early
Demise
Get Advice on
Portfolio
Life
Insurance
Provide Secure
Future
Arrow Diagram
Purpose
The purpose of an arrow diagram is to create a visual presentation of the
steps of a process or tasks necessary to complete a project with special
emphasis on the time taken for these activities. The diagram provides a clear
understanding of the schedule of various steps in the process which helps one
to monitor the process for ensuring its completion on time.
Procedure
The steps for preparing an arrow diagram are :
1. List all tasks or activities that need to be accomplished before the
completion of the process or the project.
2. Decide which steps are undertaken in series and which steps can be run in
parallel.
3. Arrange the activities in a proper sequence.
4. Prepare Event Nodes at the completion of steps and number them.
Where the process is bifurcating into two or more parallel streams, more
lines will flow from a node and where the parallel streams are merging, two
or more steps will lead to a node.
5. Write the description of the step on top of the line or to the left of the line.
Decide the time required for completing each step and write it under or to
the right of the line.
6. Calculate the earliest time to reach an event node for the start of the
process. Where more than one streams are combining, the maximum
time taken by a stream is taken into consideration. This time is entered on
the top half of the rectangle. This time is related to the starting time of the
process which is taken as zero.
7. After the time for all event nodes including the completion of the process
or the project is available, one calculates the latest time by which an event
node must be reached. This is done by starting at the time of completion
and going back step by step. The time is entered on the bottom half of the
rectangle. The time indication at all event nodes will appear as :
X
Y
where X is the earliest time by which the event can be completed and
Y is the latest time by which the event should be completed.
8.
1
1
11
10
14
5
1
8
2
1
2
2
13
12
15
2
Node
Time (Hours)
10 11 12 13 14 15
11 13 14 16 18 20
completion of the project on time. In this case one has to start with event 15
as 20 hours and calculate the time for the event by reducing the time taken for
the step. Step from event 14 to 15 takes 2 hours. To complete the project at
20 hours, it is essential that one reaches event 14 by 18 hours. In this way
we get the time by which the events must be accomplished. These are given
in table 4.
Event
No.
Node
Time (Hours)
1
0
1
1
1
2
1
3
1
4
1
5
1
0
1
1
1
3
1
5
1
7
1
8
2
0
10
11
12
13
14
15
Time (Top)
11
13
14
16
18
20
Time (Bottom)
10
11
13
15
17
18
20
6
1
10
1
7
9
10
b
Diagram 14
A close look at the table shows that the time for all the events on the critical
path, events 1, 2, 3, 7, 10, 11, 14 and 15, remains the same on both the top
and the bottom halves of the rectangle. Where there is a difference between
the two, there is a slack and the individual has a choice to schedule the steps
within the limits of the two.
Applications
The most common application of an arrow diagram is in planning and
scheduling projects which involve a large number of activities. The diagram is
also useful in planning and scheduling steps in complicated processes. Once
an arrow diagram is ready with time indications for all stages of the project or
the process, referred as the event nodes in the procedure, one can look for
opportunities to reduce the time taken for the project by concentrating on the
steps on the critical path. It can then be used to monitor the progress of the
project throughout its duration.