Chapter 5 - 6 BDA 10602
Chapter 5 - 6 BDA 10602
Chapter 5 - 6 BDA 10602
– BDA 10602 –
Delivery Price
Customer
Dissatisfaction
Data
Returns Reliability Phone Gathering
Response
Pareto
Delivery Invoice Queries
Phone
Calls
e
ns
Re ice
y
De t y
n
er
r
ho
i
tu
Pr
bil
liv
Sales
lep
Chasing
Re
lia
Te
Chasing
Checksheet
Delivery
Sales
Invoice Queries
Other
Pareto
s s g r ry
e rie Sale asin Othe elive
u Ch D
eQ
Clearer Invoices? oic
Inv
har/jkbr/fkmp/2019 BDA 10602 2
Problem statement and data gathering
ISHIKAWA DIAGRAM
• Also known as
Cause and Effect Diagrams,
Fishbone Diagrams,
Herringbone Diagrams,
Fishikawa Diagrams.
Step 6
Step 5 • Analyze
• Add the
Step 4 Detailed Diagram
Step 3 • Identify Levels
Causes
• Identify Influencing
Main the Effect
Step 2 Categories
Step 1 • Fill in the
• Identify Effect
and Box and
Define • Draw the
the Spine
Effect
Statement
Too many cars, motorcycle in UTHM
Problem
Road getting crowded, accident frequently,
environmental pollution, fuel consumption
So… how…?
1. INVITATIONAL STEM
CSRIEXLEATTTERES
• If you state the problem as: “How to cross out six letters to
form a common word?” you’ll find it difficult to solve.
• If, instead, you framed it: “In what ways might I cross out
six letters to form a common word?”
• You will likely find yourself inspired to think of many
alternative possible solutions,
• You will then include the solution which is to literally cross
out the letters “S,” “I,” “X,” “L,” “E,” “T,” “T,” “ and so on,
leaving the word CREATE.