3. Fishbone, [Ishilrawa] analysis and diagram The shbone, or lskikawa, diagram is one of the most widely used quality tools. Its' simple format and logic, combined with the ability to customize the "bones" to fit the need or application, make it a good fit across industry and service sectors alike. To complete this part of the assignment, you will produce a shbone diagram and connect the brainstormed suggestions below to the correct \"bone" on the diagram. One of the diagrams addresses a service failure and the other a quality failure. {3 marks per diagram, total of 5 marks} Service Failure: The scenario for our service failure is a hotel room fiasco: You have booked a nonsmoking room on the main floor of a prominent hotel. When you arrive, you find out that you have been assigned a room on the smoking floor. The hotel staff very sincerely informed you that the room had been thoroughly cleaned,l[and that there would be no residual odours}, and informed you that the hotel was full. Not totally satised, you make your way to your room only to discover that the front desk had not issued the correct key card for your room. You return to the front desk to get the correct door key card. The hotel did not, at any time, apologize for the inconvenience of a \"cleaned" smoking room, or the fact that you were issued the wrong key card at check in. The result was obvious you are never stayng there again! The bones for the service failure are: a. People b. Process c. Technology d. Culture e. Procedure f. Environment The brainstormed causes for this fishbone diagram are: 1. Service Manager failed to participate in the exchange 2. Customer wasn't offered a booking at another location that was more suitable 3. Breakdown in the process of confirming customers' preferences match the assigned accommodation 4. No procedure to compensate the customer at check in 5. No apology at all process was applied rigidly without thought 6. Check in screen does not inform hotel personnel of customer preferences In". Hotel reservation system does not confirm room to customer preferences match 8. Hotel was completely booked B. No formal process to offer customer's bookings in another location Draw a shbone diagram for this scenario utilizingthe information provided. The head of the fishbone is "Service Failure\The bones for the quality failure are: a. People b. Process c. Technology d. Controls e. Service f. Design The brainstormed causes for this fishbone diagram are: 1. Process for checking machine cleanliness is inadequate 2. Machine is not designed to report errors in the cleaning function 3. Bakery customer service did not compensate the customer who received the poor quality product 4. Operator did not see the walnut in the machine 5. Quality control failed to provide a test for detecting substances that do not belong 6. Machine not equipped with a self-cleaning function 7. Maintenance process failed to detect problems with machine 8. Maintenance team failed to detect a broken machine 9. No system for auto-detecting failed cleaning process