Bora DURMUŞ

Structural Engineering
2010/11

THE CAUSE AND EFFECT (FISHBONE) DIAGRAM FOR CARGO SERVICE

Introduction:
The mentioned company is recently established and the diagram is focusing on the possible causes of
“poor service” effects.

Ishikawa’s diagram:

OWNERS WORKING TECHNOLOGY EMPLOYEES

- Lack of New and

- Poor Understanding of - Idleness
Efficient Programmes
- Uninterested Customers’ - Inefficient Employees
- Lack of Fine Quality of
- Too bossy Requirements - Difficulty in Finding New Staff
Devices
-Mobbing - Not Being Known in - No Training in How to Read
- Insufficient Number of
the Market Adresses
Devices (Pc, Phones)
EFFECT:
Poor Quality of Cargo
Service.
- Not Properly Working
- Bad Geographical
Computers. - Late Delivery
Conditions of Targets.
- Not Enough Transport - Bad positioning of the
- Bad Weather Conditions.
Facilities. targets.
- Opponent Companies
- Not Enough Place for - Lack of Good
Storage Performance Vehicles

FACILITIES ENVIRONMENT DELIVERY

Failure mode and effects analysis (FMEA):

Problems Detection Occurrence Severity Risk priority

(Predictability)
Uninterested 3 3 2 18
OWNERS too bossy 3 3 3 27
mobbing 1 3 5 15
Poor Understanding of 4 5 8 160
Customers’
WORKING Requirements
Not Being Known in the 7 5 5 175
Market
Lack of New and 7 5 5 175
Efficient Programmes
Lack of Fine Quality of 8 5 5 200
TECHNOLOGY
Devices
Insufficient Number of 8 5 4 160
Devices (Pc, Phones)
Idleness 4 6 4 96
Inefficient Employees 5 4 6 120
Difficulty in Finding New 6 4 5 120
EMPLOYEES Staff
Spending too much 4 5 5 200
time on finding the
address
Not Properly Working 5 5 5 125
Computers.
Not Enough Transport 6 6 4 144
FACILITIES
Facilities.
Not Enough Place for 8 7 5 280
Storage
Bad Geography of 3 5 4 60
Targets.
ENVIRONMENT Bad Weather 2 4 4 32
Conditions.
Opponent Companies 4 2 3 24
Late Delivery 4 4 6 96
Bad positioning of the 2 4 3 24
DELIVERY targets.
Lack of Good 5 5 4 100
Performance Vehicles
Problems&strategies:

1. Problem: Uninterested Owners

Strategy: Owners should take more responsibility to arouse interest
2. Problem: Too bossy owners
Strategy: Owners should spend more time with employees.
3. Problem: Mobbing
Strategy: Employees should be convinced to more efficient work.
4. Problem: Poor Understanding of Customers’ Requirement
Strategy: Hiring personnel who are experienced on the subject.
5. Problem: Not Being Known in the Market
Strategy: Invest in advertising more.
6. Problem: Lack of New and Efficient Programmes
Strategy: Either updating the old ones or buying new ones.
7. Problem: Lack of Fine Quality of Devices
Strategy: Renewing the existing devices or adding new ones to the entity
8. Problem: Insufficient Number of Devices (Pc, Phones)
Strategy: Buying new ones or narrowing down the scale of works.
9. Problem: Idleness
Strategy: Introducing a punishing-rewarding system
10. Problem: Inefficient Employees
Strategy: Vocational retraining
11. Problem: Difficulty in Finding New Staff
Strategy: Putting ads on websites and letting the existing employees spread news.
12. Problem: Spending too much time on finding the address
Strategy: Using updated maps on GPS and better devices.
13. Problem: Not Properly Working Computers.
Strategy: Having them repaired or replacing them.
14. Problem: Not Enough Transport Facilities.
Strategy: Narrowing down the scope of activities or renting.
15. Problem: Not Enough Place for Storage
Strategy: Faster delivery or renting a place.
16. Problem: Bad Geography of Targets
Strategy: Having several branches for better delivery service.
17. Problem: Bad Weather Conditions
Strategy: Using a reliable weather forecast system.
18. Problem: Opponent Companies
Strategy: Lowering the prices or making deals with best known companies.
19. Problem: Late Delivery
Strategy: Better transportation, more employees.
20. Problem: Bad positioning of the destinations.
Strategy: Applying higher prices for such cases or having a wide branch network.
21. Problem: Lack of good performance vehicles.
Strategy: Hiring
Conclusions:
- The problems are rooting mostly from the lack of technology or inadequate quality &
quantity of employees.
- An effective research should be carried out to decide whether to invest in technology to
make things easier or to invest in employees.
- Owners and the employees should all the time keep in touch to better inform each other of
the ongoing situations, problems, in order to take actions on time.
- Costs of education for insufficiently educated employees should be estimated and it should
be determined whether hiring educated employees or educating them is optimum.
- Some sort of special offer for companies with huge sales amount such as Allegro etc. should
be applied. This way, advertising goals will be achieved and no idle employees will be left.
- If the necessary accessories are not currently affordable, the current size of the company
should be preserved until the technological background is developed to a sufficient level.