Warranty Claims Reduction

108 • Warranty Claims Reduction

step. To be eective, they must be very detailed. Look for loops with no

clear escape route. Also check for contingency branches that have either

no clearly dened endpoint or no path back to the main production path.

ese may be signs of a poorly designed process.

Ishikawa diagrams (sometimes called cause- and- eect diagrams and

more commonly called shbone diagrams) were introduced by Kaoru

Ishikawa in the 1960s and show the causes of a specic eect. See

Appendix 3 for illustrations of Ishikawa diagrams before and aer their

use. Compare the basic steps of diagram construction and use the list

below with Appendix 3 to help you understand how it works. Here are the

basic steps to using the diagram:

1. W