Bora DURMU 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.

Ishikawas diagram: OWNERS WORKING - Poor Understanding of Customers Requirements - Not Being Known in the Market TECHNOLOGY - Lack of New and Efficient Programmes - Lack of Fine Quality of Devices - Insufficient Number of Devices (Pc, Phones) EMPLOYEES - Idleness - Inefficient Employees - Difficulty in Finding New Staff - No Training in How to Read Adresses EFFECT: Poor Quality of Cargo Service.

- Uninterested - Too bossy -Mobbing

- Not Properly Working Computers. - Not Enough Transport Facilities. - Not Enough Place for Storage FACILITIES

- Bad Geographical Conditions of Targets. - Bad Weather Conditions. - Opponent Companies

- Late Delivery - Bad positioning of the targets. - Lack of Good Performance Vehicles DELIVERY

ENVIRONMENT

Failure mode and effects analysis (FMEA): Problems Uninterested OWNERS too bossy mobbing Poor Understanding of Customers Requirements WORKING Not Being Known in the Market Lack of New and Efficient Programmes Lack of Fine Quality of TECHNOLOGY Devices Insufficient Number of Devices (Pc, Phones) Idleness Inefficient Employees Difficulty in Finding New EMPLOYEES Staff Spending too much time on finding the address Not Properly Working Computers. Not Enough Transport FACILITIES Facilities. Not Enough Place for Storage Bad Geography of Targets. ENVIRONMENT Bad Weather Conditions. Opponent Companies Late Delivery Bad positioning of the DELIVERY targets. Lack of Good Performance Vehicles Detection (Predictability) 3 3 1 4 Occurrence 3 3 3 5 Severity 2 3 5 8 Risk priority 18 27 15 160

7 7 8 8 4 5 6 4

5 5 5 5 6 4 4 5

5 5 5 4 4 6 5 5

175 175 200 160 96 120 120 200

5 6 8 3 2 4 4 2 5

5 6 7 5 4 2 4 4 5

5 4 5 4 4 3 6 3 4

125 144 280 60 32 24 96 24 100

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.