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C5 Verifying the true causeThe remaining possible causes have to be verified as being the source of the problem. This can only be done by proving this in one way or another – for example by implementing a change or replacing a part. Address the possible causes that can be verified quickly and simply first Appendix D: Ishikawa Diagrams The Ishikawa Diagram, also known as the Fishbone, Cause-and-Effect or Tree Diagram, is a tool used for systematically identifying and presenting all the possible causes of a particular problem on a chart. The technique is named after its developer, Kaoru Ishikawa (1915–89), a leader in Japanese quality control. An example is shown below. The main goal is represented by the spine or trunk of the diagram and primary factors are represented as branches. Secondary factors are then added as stems, and so on. Creating the diagram stimulates discussion and often leads to increased understanding of a complex problem. These diagrams are extensively used in identifying solutions to systemic problems, such as identifying the cause of productivity loss on assembly lines, or lower customer satisfaction levels in a service organization. The basic technique of developing these diagrams, together with a very simple example, is shown here. A problem solving team will use the Ishikawa Diagram as follows:
Figure D.1 Sample of starting an Ishikawa Diagram
Figure D.2 Sample of a completed Ishikawa Diagram
Appendix E: Detailed description of Facilities Management The purpose of this appendix is not to provide a detailed explanation of all aspects of Facilities Management. Rather, it will highlight the most important activities to assist in positioning some of the other functions and in identifying where specific processes impact on good Facilities Management and vice versa. Facilities Management will provide information to Configuration Management regarding the location and status of CIs, and will also be an integral part of Change Management, Capacity and Availability Planning and Service Continuity Management. The main components of Facilities Management are as follows Date: 2014-12-29; view: 1820
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