Fishbone/Ishikawa, Why-why diagram, Five Whys

Based on the information in the process identified in exercise 1.6 on pages 28-29 of the textbook, it has been determined that the customer satisfaction rate is dropping. Your assignment is to determine the root cause of the decrease in the customer satisfaction rate.

You may use any of the three methods for root cause analysis: Fishbone/Ishikawa Diagram, Why-why diagram or Five Whys to determine the cause of customer dissatisfaction.

Instructions:

You must list all assumptions you made (at least 5) regarding any questions that you would normally ask a domain expert. (Refer to the PowerPoint slides)

Complete one of the following:

If you choose the Fishbone Diagram, you may use the blank Fishbone, below. You should choose your categories according to problem area.

If you choose a Why-why diagram, you can create the diagram in MS Word or PowerPoint.

If you choose the Five Whys, you must list your questions and answers in Word.

Book:

Marlon Dumas, Marcello La Rosa, Jan Mendling, Hajo A. Reijers (2013) Fundamentals of Business Process

Management. (fundamentals-of-bpm.org)