Quality Circle Forum of India

presents

Problem Solving Techniques

- a simplified revised practical guide

What is a cause and effect diagram?

Any defect in a component, a product or service could be due to one or more causes. To find out the relationship between the causes and effect, a diagram is drawn systematically by mapping out all the probable causes influencing the effect. This is called a cause and effect diagram.

There is no life without a wife but wife is a knife to life.

Dispersion which is otherwise known as variation is an enemy of Quality but it is inevitable and all pervasive.

You can see it in everything, whether it is a product output

Service rendered

Games played etc,.

WHY DOES QUALITY DISPERSION OCCUR ?

It is mainly because of inherent variation in input such as.

Raw material quality, variation in composition, dimension etc

Tools, machine or equipments - not functioning uniformly.

The work system or process variation from prescribed level.

Varying moods and concentration of the operator.

The measurement etc

MANAGEMENT SLEEPS

SALES GO DOWN.

When variations are there in the input, obviously the output will have variations.

Chance cause
Upper control Limit

Central Line
Lower control Limit

As long as these variations are within the allowable level, we attribute to 'Chance Cause'.

Assignable cause
Upper control Limit

Central Line
Lower control Limit

When they are beyond the limit allowable, we attribute to 'assignable cause'.

When assignable cause is noticed in a process, we take efforts to eliminate them.

Problems can be divided into three groups as due to

Madam, the problem is pretty clear to us. This is the solution suggested by the engineer. Should we proceed further ?

a) Visible causes which can be solved by taking appropriate action immediately.

Actual Observation No

PARAMETER

Spec.

1. 2. 3.

Axial clearance Cleanliness of Crank S Surface finish : : : :

0.1.0.45 Clean 0.4

6.3 OK 300

0.18 OK 320

0.22 Not OK 325

0.17 OK 315

0.21 OK 300

24.

Paint Finish

Glossy

OK

OK

OK

OK

OK

b) Some causes which can be understood only by collection of data. Such data collection helps us to get a clear picture. Then it can be solved.

What the hell could the problem be ?!!

c) But there are certain persistent problems. What we see is only symptoms and the real cause is elusive and difficult to find out.

WAIT I WILL HELP YOU

HELP!!!!

Many times our efforts are only 'fire fighting' and the assignable causes do not get altogether eliminated. They occur again and again

Such dispersion in quality are called persistent defects and call for orderly study

IN THIS CASE COMPUTER MALFUNCTION.

For eliminating such defects we should know the root causes

PLEASE TELL ME WHAT WENT WRONG.

I WONT

TELL YOU.

They are normally known to the person involved in the process

and then you know what happened.

They are expressed as verbal information

Such verbal information need to be gathered and organised properly so that we can get a better picture and also collect data on them

WE GOT RID OF THE PROBLEM.THE MAN HAS BEEN POSTED TO THE NEW OFFICE.

This is the only way a persistent problem can be eliminated

The BOSS

However, when we call meetings to solve such problems we tend to listen to only a few. One who is the chief, or

who is vociferous

Who is popular gets their ideas listened to. Normally quiet people get ignored.

Best way will be to get the views of everyone and arrange them in a proper manner. Collect data. Based on the data proceed further.

To sum up basic quality improvement or problem solving calls for identifying the root cause of a problem. The Cause and Effect diagram is an effective way to organise and display various themes about what these root causes might be.

This was introduced by Dr. K. Ishikawa. He used it in Kawasaki Iron Works in 1943.

Materials

Work methods

Quality

Equipment

Measurement

Earlier it was used for research work. This is also known as Ishikawa Diagram

Since final diagram looks like a fish bone it is also called as fish bone diagram

Looking into its usefulness Japan Standards Institute recognised it as a statistical tool.

CAUSES
WORKERS MATERIALS

EFFECT

WOBBLE

INSPECTION

TOOLS

A Cause and Effect diagram gives a visual representation of factors that might contribute to an observed effect

Here the interrelationship are generally qualitative and hypothetical.

DATA

It is normally prepared as a prelude to developing the data needed to establish causation empirically.

HOW TO MAKE A CAUSE & EFFECT DIAGRAM ?

Even though it looks very simple, making a Cause and Effect diagram is not an easy task.

One who wants to make a Cause and Effect diagram should first understand the Cause/effect relationship.

FOR EXAMPLE A CAUSE LIKE AN

UNSAFE PHYSICAL RELATIONSHIP

CAN HAVE AN EFFECT LIKE

QUALITY CIRCLE MEETING

MAKING OF A CAUSE & EFFECT DIAGRAM.

One who solves a problem successfully, is the one who can make a useful Cause and Effect diagram.

WORKERS

MATERIALS

WOBBLE

INSPECTION

TOOLS

Please remember that there is no definite form or order for Cause & Effect diagram. They are made for your use and your help.

However there are the three types of Cause and Effect diagram which are very popular viz
a) Dispersion Analysis Type. b) Production Process Classification Type and c) Cause Enumeration Type

First gather materials needed like Flip Chart, OHP & transparencies or board for writing.

Call together everyone involved with the process. It may also include outside experts. In case of Quality Circle mainly members are needed. If they want they can call others.

Explain or write down the problem or effect for everyone to see.

DISPERSION ANALYSIS TYPE

Cause & effect Diagram

Let us take the problem of "Defeat in Cricket Test Match" for analysis and make the Cause and Effect diagram in 'Dispersion Analysis Type`.

DEFEAT IN TEST MATCH.

In the Flip chart, transparency or on the board draw an arrow in the middle as shown and make a box at the right hand corner and write down Defeat in Test Match.

FOUR MAIN CAUSES WERE IDENTIFIED

BOWLING BATTING

FIELDING
OTHERS

Batting

Bowling

DEFEAT IN TEST MATCH

Others

Fielding

Let us look into the first cause bowling

Four main sub causes were identified for the main cause bowling. They were spinners unable to exploit conditions, inexperienced bowlers, inadequate space attack and bowling lacked punch.

Bowling

Inadequate pace attack

Spinners unable to exploit conditions

Bowling lacked punch

Not enough Experience

DEFEAT IN TEST MATCH

Let us look into the sub cause inadequate pace attack. We have to ask the question, why was the pace attack inadequate? The answer comes not enough seamers in India. There were fitness problems in few seamers. These answers are the subsub causes

Not enough seamers in India

Bowling

Inadequate pace attack

Spinners unable to exploit conditions

Fitness problem to few seamers

Bowling lacked punch

Not enough Experience

DEFEAT IN TEST MATCH

Now we have to ask the question why are there not enough seamers in India? the answers comes Indian pitches do not help seamers and because there are very few pace academics. These are the sub sub sub causes.

Not enough seamers in India Indian pitch do not help seamers

Bowling

Very few Pace academies Spinners unable to exploit conditions

Inadequate pace attack

Fitness problem to few seamers

Bowling lacked punch

Not enough Experience

DEFEAT IN TEST MATCH

Next we should ask the question why are few seamers having fitness problem and note the sub-sub-sub causes.
Similarly we work out the subsub causes for rest of the sub causes spinners unable to exploit condition, inexperienced bowlers and bowling lacked punch.

Not enough seamers in India Indian pitch do not help seamers

Bowling

Very few Pace academies Spinners unable to exploit conditions

Inadequate pace attack

Bowling in net without proper warm up. Fitness problem to few seamers

Bowling lacked punch

Not enough Experience

DEFEAT IN TEST MATCH

Not enough seamers in India Indian pitch do not help seamers

Bowling

Kumble not a big spinner of the ball

Very few Pace academies

Wicket was flat & grassy

Spinners unable to exploit conditions Had to sacrifice spinner for extra batsmen

Inadequate pace attack

Bowling in net Most without proper spinners in a warm up. bad patch Fitness problem to few seamers Few bowlers lacked commitment

Not enough spinners in team

Main bowlers sick

Bowling lacked punch

Flat track Frustrated spinners

Highly motivated opposition

Not enough Experience

Regional politics Bad team selection

Not motivated enough

DEFEAT IN TEST MATCH

Let us go the next main cause batting. Due to restriction of space we will view only one cause at a time. Four main sub causes are identified for batting. They are lack of technique to play pace bowling, bad team selection, irresponsible shots, main batsmen exposed to new ball.

Batting

Lack of Tech.To face Pacers

Bad team Selection

Irresponsible shots

Main batsmen exposed to new ball

DEFEAT IN TEST MATCH

Let us look into the main sub cause lack of technique. Ask the question why do batsmen lack technique to play fast bowlers. The answer comes that they could not get enough practice on fast wickets and they lack good back foot technique. These are the sub-sub causes.

Not enough practice in fast wickets

Batting

Lack of Tech. To face Pacers

Bad team Selection

Batsmen lack good backfoot tech.

Irresponsible shots

Main batsmen exposed to new ball

DEFEAT IN TEST MATCH

Next ask the question why do batsmen lack good back foot technique. The answer comes that there are different wickets back home. This is the subsub-sub cause.

Not enough practice in fast wickets

Batting

Lack of Tech. To face Pacers

Different wickets back home Batsmen lack good backfoot tech.

Bad team Selection

Irresponsible Irresponsible shots shots

Main batsmen exposed to new ball

DEFEAT IN TEST MATCH

Next find the sub-sub-sub causes for the sub-sub cause not enough practice on fast track. In the same way work out the subsub causes and the sub-sub-sub causes for the other sub causes namely, bad team selection, irresponsible shots, main batsmen exposed to new ball.

Not enough practice in fast wickets No time to practice

Batting

Lack of Tech. To face Pacers

Different wickets back home Batsmen lack good backfoot tech.

Bad team Selection

Irresponsible Irresponsible shots shots

Main batsmen exposed to new ball

DEFEAT IN TEST MATCH

Not enough practice in fast wickets No time to practice

Batting

Few batsmen having Lack of foresight by fitness problems selectors

Lack of Tech. To face Pacers

Different wickets back home Batsmen lack good backfoot tech. Politics at regional level

Bad team Selection

Irresponsible Irresponsible shots shots

Opening batters could not see the new ball through Lack of concentration No specialist Unsure of his openers place in team Infighing in the team No proper instructions from Captain

Main batsmen exposed to new ball

DEFEAT IN TEST MATCH

In the same way work out for the other main causes fielding and others.

Fielding

Misfieding
Bad field placement

Dropped catches DEFEAT IN TEST MATCH

Fielding
Lack of practice

No fielders where batsmen plays his favorite shots Lack of strategy Batsmen not studied properly

Misfieding
No specialist fielders No Sp. Fielders at Sp. positions Wrong fielders at wrong postions Bad field Placement

Bad field placement

ego hassles

Dropped catches
No specialist slip fielders

No game plan Bowlers not consulted

Lack of catching practice

DEFEAT IN TEST MATCH

Others

Strategy

Bad captaincy

DEFEAT IN TEST MATCH

No basic strategy Players do not contribute ego hassles

Others

Captain cannot motivate Improper batting order

No time to prepare

Not respected Lot of new by No professional teammates batsmen strategist consulted

Lack of foresight

Strategy
No batsmen takes lead

Lack of proff. help

Lack of Videos

Bad captaincy
Lack of strategy Ego problems

Inability
No game plan to play fast bowling

Immaturity

Batsmen not studied

Improper field placement

DEFEAT IN TEST MATCH

IN THIS WAY THE WHOLE CAUSE & EFFECT DIAGRAM IS PREPARED.

What is the benefit of this system?

WHY WHEN WHAT WHO WHERE HOW Here we proceed in an organised way asking relevant questions using five W s and one H.

This helps to organise and relate the factors for the dispersion. This is very useful for solving the problem.

We can similarly use five Ms and four Ps appropriately.

MAN
MATERIAL METHOD MACHINE PEOPLE

PROVISION
PROCEDURE

MEASUREMENT

PLACE

Benefits of Dispersion Analysis Type Cause & effect Diagram

Some times causes will have variation i.e. may be occuring at a particular time. Hence word your questions properly. (Does it happen always? When it happens and why?)

Weak points of Dispersion Analysis Type Cause & effect Diagram

The weak point of this system (Dispersion Analysis Type) is form of the diagram depends upon the group making it.

Weak points of Dispersion Analysis Type Cause & effect Diagram

This is very strange !!! We both are working on the same problem but your C & E looks very different from mine.

Another diagram for the same problem made by another group using the same method can vary. This can vary from group to group.

Weak points of Dispersion Analysis Type Cause & effect Diagram

I think we did not notice these small causes.

Sometimes we fail to notice or isolate small causes.

Weak points of Dispersion Analysis Type Cause & effect Diagram

Remember to make it on what you know and not using wild imagination .at least not at this stage.

Production Process Classification Type

Cause & Effect Diagram

Another type of Cause and Effect diagram is " Production Process Classification Type". Here the process flow is followed.

Let us apply this system to the same problem " Defeat in the Cricket Test Match".

Selection

Practice & Conditioning

Strategic Planning

Application

DEFEAT IN CRICKET TEST MATCH

Here we have selected the process as Selection, Practice & conditioning, Strategic planning & Application.

Like in dispersion method here also you can go step by step I.e. taking selection first and finding out main causes for it. Then by questioning find out the sub causes, subsub causes, sub-sub-sub causes and so on.

Improper ratio of Batsmen & Bowlers

Deserving players not selected Regional politics Few players having fitness problems

Lack of foresight

No proper selection method No professional consulted

Captain & team not consulted

SELECTION
Tracks do not help pacers

Not enough fast bowlers in India

Not enough pace academies

Not enough Fast bowlers in team

Similarly take practice and conditioning and find out the main causes, sub causes, sub-sub causes respectively.

Not enough practice Very tight schedule

Outdated conditioning methods

Not enough time to practice

Team announced very late

Lack of professionals

No cricket academies Lack of funds

PRACTICE & CONDITIONING

No due importance given No professional consulted Inadequate fielding practice Only one ccach No professional Fielding coach Not many good coaches

No specialized coaching

In the same way work out for strategic planning.

No game plan to play fast bowling

Veterans not consulted Lack of professional help

No basic strategy
No professional consulted

No time to prepare

Players do not contribute

ego hassles

STRATEGIC PLANNING

Lack of videos Lack of professional help

Players not interested

No due importance given to fielding

Batsmen not studied

Fielders not studied

And for application.

Bad batting
No specialist openers Main batsmen exposed to new ball

Bad bowling

Flat track Spinners not effective

Not enough seamers Inadequate pace attack

Main bowlers unfit Not enough experience

Bad team selection

Irresponsible shots
No instruction from captain

Lack of tech. to play pacers

APPLICATION
Lack of practice Batsmen not studied Dropped catches No specialist slip fielders Lack of practice Misfieding No specialist fielders Bad field placement Bowlers not consulted immature

Improper field placement Not respected

Captain cannot motivate

Bad fielding

Bad Captaincy

This is a methodical way of doing it and not very difficult. The draw back in the system is 'similar' causes may need to be noted down in each process step here.

Cause Enumeration Type

Cause & Effect Diagram

Third type is 'Cause Enumeration Type'. Here we write the problem i.e. defeat in 'Cricket Test Match' and do a brainstorming without any restriction.

Causes flowing in through the brainstorming will be about various aspects. Free flowing of various views enables you to get a large number of ideas.

Here once the brainstorming is over after eliminating superfluous and irrelevant causes, based on discussion we have to organise the remaining causes in an orderly manner.

That means arranging them as Main Cause, sub-causes, sub-sub causes and so an. The resultant diagram may look like the cause dispersion type but the method adopted is different.

This is a laborious process but the benefit is a large number of likely causes eliminate the probability of overlooking any major problem area.

IMPORTANT POINTS TO REMEMBER AFTER MAKING A

CAUSE AND EFFECT DIAGRAM

Once a cause and effect diagram is made check up for its completeness

Show it to some one who knows about the process and get it reviewed.

Not enough seamers in India

Indian pitch do not help seamers

Bowling

Very few Pace academies

Inadequate pace attack

Check for logical validity

Bowling in net withot proper warm up.

Fitness problem to few seamers

Defeat in a cricket match

Check up all causes, sub causes for their logical validity

I hope you understand the problem completely.

A good cause and effect diagram gives an excellent understanding of a complex problem in a simple way

Remember those who make a good cause and effect diagram normally solve a problem.

Causes and Effect diagram is not an answer. It is a problem defining tool.

As said above it is a problem defining tool. Use it effectively to organise the various possible causes known to the group in an orderly and logical manner.

This will help us to have a clarity regarding the process and the factors which can and are affecting the process.

We have got to have a look at unit 24. I think some alterations would be required.

We should understand that they serve the purpose of indicating the areas which need checks, additions and alterations.

When we make a cause and effect diagram we won't be having a clear cut idea about the real culprit cause or causes.

They can be found out only on collection of data or by discussion based on our experience.

Sir this factor causes me maximum concern.

Collect data and on its basis assign importance to each factor objectively.

Based on our experience, knowledge and skill we should try to examine each factor.

Generally problems which can be solved on a routine basis in a process would have already been managed.

Now how do I solve this problem !!!!

Generally persistent problems are those which are beyond such measures.

Let us collect data and make a cause & effect Diagram.

Hence, collecting data has got an important purpose.

1st Cause & Effect Diagram

2nd Cause & Effect Diagram

BRAINSTORMING & DISCUSSION

No effective and useful cause and effect diagram can be made at one step. Make it, discuss and revise it.

Repeated attempts to modify the diagram helps us to understand things better.

After looking at the C & E diagram I am of the opinion that we can reduce process time by half if..

Cause and effect diagram helps in keeping track of the issue and helps in quickening the process.

If Quality Circle members find anything unusual in the situation, should carefully follow the factor and depict them.

Cause & effect diagram ki vajah se maine bhi bhahut kuch seekh liya hai.

Don't forget that even a less educated person and persons with poor knowledge about the job can be benefited by this.

If BOSS has a look at the C&E he is surely going to fire me.

A cause and effect diagram also shows the reality of the situation.

I did not score well in my tests.

I am going to make a Cause & effect diagram and check out where I went wrong

What the hell is a cause & effect Diagram !!!!

A cause and effect diagram can be used for any problem and in any situation.

To quote an example a set of fresh engineers from an Indian Company went to Japan for training.

There they found that the local people were not very friendly.

Sir, this is a complaint in writing about ..

They approached their guide with this complaint.

Instead of pacifying them, he took them to a meeting room and made them to do a brainstorming.

HOSTILE ATTITUDE TOWARS VISITORS

He put " Hostile attitude towards visitors" as effect in the box and made them to do a C & E on a cause enumeration basis.

He made them to organise the causes properly and asked them to work out an action plan to remove these causes.

This exercise not only helped the affected people to know the causes but also to become cheerful and take appropriate action to solve the problem.

Result was that within a short period they became very popular with the local people.

Cause and Effect diagram is an aid to present information in a systematic manner. They by themselves do not indicate the culprit cause to the effect.

FLOW DIAGRAM

HISTOGRAM

As pointed out this is a step in the systematic approach of problem solving. We have to take the help of other techniques in identifying the root causes.

I think further study is required.

Normally main causes will have 3 or 4 subcauses. If it is less then that we can safely assume that further study is needed to have a better understanding of the problem.

You may take the help of 'potential members', supervisors, department head and any other person who has got knowledge and experience in that area.

But for arranging any cause as a main cause we should follow certain procedures.

EFFECT

MAIN CAUSE

SUB-SUBSUB CAUSE

SUB-SUB CAUSE

SUB CAUSE

We can find a logical relationship through the sub-sub-sub causes to the final effect.

It is controllable.

In case we eliminate or reduce the intensity of it, corresponding result should be observable in the effect.

If a cause and effect Diagram is like this we can safely conclude that either the knowledge of the process is too shallow or no serious attempt has been made to make the diagram.

This shows rather a complicated process. This should not be a regular occurrence.

Reasons for Bad Quality of a print from a inkjet printer could be

1) Colour in the Catridge is over.

2) Colour Catridge inserted at the wrong slots. 3) Printer Head requires cleaning. 4) Improper matching of the colour monitor with the printer. 5) Incorrect parameters chosen for printing. 6) ATM version not compatible with the Operating System. 7) Paper used for printing too glossy.

A problem or effect can occur due to various causes

For example sometimes it can be due to material defect and another time due to environment.

M/C Operator

Monday

Tuesday

Wednesday

Thursday

Friday

AM oo x

1 2

PM ox x

AM

PM
xx

AM PM AM ooo oooo xxx xx ooo

PM AM PM o oooo xx oo

.
oxx

ooo

.
xx

..
ooo

..
x

.
xx ooo x x Blow hole Poor finish oo

..
x
ooo

B
2
o Surface scratch

Distorted

Others

Sometimes a data collected may give picture attributing the effect to a particular cause.

Based on that data we cannot conclude that it is the only cause for the problem. We should understand that a cause and effect diagram is a total analytical picture of an effect showing all possible causes.

Using the C-E diagram we should investigate our process to ensure that other causes too do not occur causing that effect. In other words do not come to a conclusion based on one time collected data.

Lets hurry up and make the C-E diagram. I want to go home soon.

Another pitfall we should be aware of is hasty action. Before we have full information drawing a cause and effect diagram is a futile effort.

This C-E diagram is too vague

Such an effort may mislead us and most of the time it will be a vague and general one.

There can be another problem also. With over enthusiasm without a proper understanding we may create a cause and effect diagram which is too complicated and cannot be used by anyone for solving the problem.

Preparing a cause and effect in itself is an educational process.

It can be used as a guide for discussion.

You can use it to find out reasons behind the causes in a systematic manner.

It can be used to post data for future reference

A detailed cause and effect diagram making exercise helps to have an in depth knowledge about the process.

It can be used for any kind of problem.

Cause and effect diagram was first of its kind in statistical system where verbal information and not numerical data were used for problem analysis.

Today we have improvement over cause and effect diagram as cause and effect diagram with addition of cards (CEDAC).

Utility of this verbal based elementary statistical system can be considered responsible for the introduction of the New Seven Tools which are verbal data based (except for Matrix data analysis).

Affinity Diagram
Creative

Relational Diagram
Logical

Matrix Data Analysis

Tree Diagram Matrix Diagram

P.D.P.C.

Arrow Diagram

SUMMARY
Cause and Effect Diagrams are:* Orderly arrangement of theories.
* Must be consistent with logical

causal relationships.
* Helpful in guiding further enquiry

and testing.
* Not a substitute for data.

Prepared by G. Vijaykumar