2Introduction (FBD= fishbone diagram) FDB is a tool to find out relationships:Use in QM especially in automotive industryOn of the tool set used to create so called 8D report (8 disciplines=FBD+5WHYs+PA+QM)Another tool : 5 WHYs – will be cleared later Another tool : PARETO=PA analysis will be shown laterCauseEffect
4Some chosen problems which could be find out during ERP support process I long response time to requirementsrequirement is directed to unsuitable consultantbad documentation about service action (poor log)people ask repeatedly same questions at different moments and different consultants are askedsolution of disputes :complaint- standard servicepayment asked for supplied serviceshow much (to whom, type of task, type of the error- see diagramstarting time for invoiced services, response timerequirement is handed over till the problem is solvedtime of starting solving -solvedstart of implementaion of the bad object till end of testingtraining
5Some chosen problems which could be find out during ERP support process II bad training methodologybad consultantsbad communication protocoltelephoneSKYPElack of interest of the management of both partiesright specification of reaction timespecification to the error types and related response timesresponse time of the distributor (ERP integrator ERP)
6Diagram – response time K1 did not solvedfind suitable resource (K1)TelephonecallD startedworkD solved the problemK1 handed over to customerK1 handed overto distributor (D)D ->K1K1 starts solvingK1 solvedRESPONSE TIMERESPONSE TIME IIhanded over requirement= active work= idle time
7Fishbone diagram-support heartof theproblemMother NatureMenLowsalaryHR havea bad recruitmentpolicyBad trainingBadweatherGoodweatherLower qualityof the consultantsConsultant takesholidayPhlegmatic person reacts laterthan expectedConsultant is on sick leaveDissatisfied customerIncapableBad communicationInterest ingolf onlyBad SWfor support(HELP DESK)ManagementMachines(Methods, Material, Manpower, Measurement, Machines)
105WHYs WHY 1 :Why my car had stopped ? No petrol in tank WHY 2 :Why i did not have a petrol in my tank ?I did not buy in the morning on my way to work WHY 3 :Why i did not buy a petrol ?No money in my pocketsWHY 4 : Why no money i my pockets?Evening pokerWHY 5 : Why i did not win a poker game?I do not know how to bluff!