Service Failure
A hotel accidentally booked a customer into a smoking room. To make matters worse, they gave the customer the wrong key cards and failed to apologize or correct the booking because the hotel was full. This resulted in a lost customer, poor ratings and bad publicity.
Quality Failure
A bakery produced a cookie that is normally free of nuts with a large walnut inside. The problem was due to a failed cleaning process, lack of controls and a series of human errors. This was a potentially dangerous failure that attracted the attention of regulators and the media.
Technology Outage
A data center had a serious network outage due to a failed network router. The failover process and root cause analysis processes also failed resulting in a total of five hours before the problem was resolved.
Notes
An Ishikawa diagram is designed to combat the tendency to blame a failure on a single factor. For example, a human error can usually be prevented with controls such as systems, processes and procedures.| Overview: Ishikawa Diagrams | ||
Type | ||
Definition | A visualization of the causes of a failure grouped into categories. | |
Also Known As | ||
Attributed To | Kaoru Ishikawa | |
Related Concepts | ||
