TRNG I HC BCH KHOA H NI

KHOA KINH T V QUN L

..... .....

BO CO BI TP NHM QUN TR CHT LNG

Tn bi tp: Tm hiu v biu xng c (fishbone diagram)

Nhm thc hin:

Nhm 5

Danh sch thnh vin:

Nguyn Anh Tun

20073172

Ninh Vn Sn

20062717

T c Ngc

20076330

V Hong Long

20076317

Nguyn Hu Hanh

20060941

H Ni 10/2010

Mc lc
Phn cng cng vic cc thnh vin............................................................................................................2
I. Khi nim v lch s hnh thnh...............................................................................................................3
1. Khi nim............................................................................................................................................3
2. Lch s hnh thnh...............................................................................................................................3
II. Vai tr ca biu xng c..................................................................................................................4
1. Ti sao li s dng biu xng c ?................................................................................................4
2. Ti sao biu xng c li c ngha ?............................................................................................4
3. Biu Xng c h tr nh th no ?................................................................................................4
4. Biu Xng c c p dng u ?.............................................................................................5
5. Khi no Biu Xng c c ngha?...............................................................................................5
6. Biu Xng c em li li ch cho ai?............................................................................................5
III. Quy trnh xy dng biu xng c....................................................................................................5
1. Bc 1: Xc nh vn cn quan tm................................................................................................6
2. Bc 2: Tm ra nhng nguyn nhn chnh...........................................................................................6
3. Bc 3: Phn tch su hn cc nguyn nhn chnh (Trong nguyn nhn chnh s bao gm nhng yu
t no)......................................................................................................................................................7
4. Bc 4: Chn lc nguyn nhn gii quyt.......................................................................................9
IV. Cc ng dng ca biu xng c......................................................................................................9
V. u nhc im ca biu xng c..................................................................................................10
1. u im.............................................................................................................................................10
2. Nhc im.......................................................................................................................................10
VI. Qu trnh xc nh nguyn nhn gc r thng qua nguyn nhn tim nng.........................................11
VII. Mt s v d ng dng biu xng c...........................................................................................12

Phn cng cng vic cc thnh vin

Nguyn Anh Tun: Qu trnh xy dng biu xng c, lm file word + slide
Ninh Vn Sn: Khi nim v lch s hnh thnh, vai tr ca biu xng c

T c Ngc: ng dng ca biu xng c, tm v d ng dng biu xng c

V Hong Long: u nhc im ca biu xng c, tm v d ng dng biu xng c
Nguyn Hu Hanh: Qu trnh xc nh nguyn nhn gc r thng qua nguyn nhn tim nng,
tm v d ng dng biu xng c

Biu xng c (Biu nhn qu)

I. Khi nim v lch s hnh thnh

1. Khi nim
Biu xng c (fishbone diagram) cn c cc tn gi khc l biu nguyn nhn kt qu
(cause and effect diagram) hay phng php Ishikawa (Ishikawa diagram), l mt phng php
nhm nhn din vn v a ra gii php trong qun l, lnh o.
Biu xng c c xem l 1 trong 7 cng c c bn ca Qun l cht lng, bao gm c
biu tn sut, th kim sot cht lng, phiu thu thp thng tin cht lng, biu pareto,
th phn b, s dng chy
- N c gi l xng c v biu ny c hnh dng ging xng c.

2. Lch s hnh thnh

Phng php ny mang tn mt ngi Nht l ng Kaoru Ishikawa a ra vo nhng nm 1960.
ng ny l ngi tin phong v quy trnh qun tr cht lng nh my ng tu ca Kawasaki
v c xem l mt trong nhng ngi c cng vi qun tr hin i.
Phng php ny c s dng ln u vo nhng thp nin 1960.

II. Vai tr ca biu xng c

1. Ti sao li s dng biu xng c ?
Thng thng khi xy ra mt vn th nguyn nhn thng c li lng vng. iu ny
gy ra s mu thun trong ni b, cng nh s thiu trung thc, li ln cho nhau dn ti vic
lin h gia cc bn tht bi dn ti hot ng hoc d n c th b v. Cch tt nht gii
quyt vic ny l cn xc nh c nguyn nhn ct li (root cause) ca vn thay v ch quan
st b ngoi ca vn (m chng ta gi l hin tng).
Cch thc mang tnh h thng v c c cu ny ngi ta gi l Root Cause Analysis. C nhiu
cng c ng dng pht trin Root Cause Analysis th cch ph bin nht c nhiu cng ty
s dng l m hnh 5 TI SAO ? (5 WHY?) ca cng ty TOYOTA. C bn cng c ny c
hiu l vic s dng cu hi TI SAO nhiu ln cho n khi tm ra c yu t ct li nht
(atomic-yu t ht nhn) nhng phi m bo c th x l c (actionable). m hnh ha
quy trnh 5-WHY? ngi ta p dng m hnh xng c (Fishbone Diagram hay Ishikawa
diagram ).

2. Ti sao biu xng c li c ngha ?

Biu Xng c l mt bc pht trin ca cch tip cn ca ngi cu ha nhn v cha.
N mang tnh h thng, trong n cho php qu trnh t duy phn nh chn thc v logic
nhng s kin trong thc t. N cng a ra cch thc khm ph tt c mi gc ca mt vn
v b qua bt k mt quan im c nhn no sang mt bn.

3. Biu Xng c h tr nh th no ?
Mt Biu Xng c s trnh by cho bn nhng nguyn nhn ca vn v nhng l do ti
sao bn khng ci tin nh bn nn lm.

Biu Xng c cho php bn nghin cu nhng nguyn nhn, quyt nh nhng nguyn nhn
no bn c th kim sot v nhng ci no bn khng th. Da vo bn c th kim sot, sau
bn c th bt u pht trin cc chng trnh ci tin vi nhng mc tiu c th trong u.
N cho php bn i ti gc r ca vn ch khng phi triu chng.

4. Biu Xng c c p dng u ?

Biu Xng c c p dng trong mi tnh hung ni c th c nhiu nguyn nhn ca mt
vn , thng thng l mt tnh hung trong i thc.
Lnh vc p dng: iu tra nguyn nhn ca sn phm li, phn tn v tai nn.

5. Khi no Biu Xng c c ngha?

N c ch khi bn c mt vn b gy ra bi nhiu yu t khc nhau, hoc ni m nhng mi
quan h phc tp i khi c th che giu i ngun gc. N c bit c ch trong vic m bo
trnh mc li nhng li xy ra. Biu Xng c s gip bn v ra mt cch c h thng
nhng yu t (nguyn nhn) ny.

6. Biu Xng c em li li ch cho ai?

Biu Xng c l mt cng c hiu qu, n gip bn gii quyt cc vn , khng phi truyn
t nhng bin php o lng tm thi gy tn thi gian, tin bc v ti nguyn mi trng. V
c bn th ton b c quan, t chc s c li t vic phn tch chnh xc mt vn .

III. Quy trnh xy dng biu xng c

1. Bc 1: Xc nh vn cn quan tm
Chn mt vn cn tm hiu v vit ln pha bn phi. K mt ng thng t tri sang phi
mi tn hng v pha ging nh xng sng v u con c.
Nhng vn c th l:
- Cht lng sn phm: C sn phm, li, t l li
- Kt qu hot ng: Hiu sut lm vic, thi gian yu cu, hn giao hng, v hiu qu.

2. Bc 2: Tm ra nhng nguyn nhn chnh

Nhng nguyn nhn chnh (cn gi l xng sn) c lit k ra nhng nhnh ln 2 bn
xng sng
Di y l nhng nguyn nhn in hnh: (6M)
-Con ngi (Manpower): Ngi m c lin quan n qu trnh
- Phng php (Methods): Cch m qu trnh c din ra v nhng yu cu c th thc hin
qu trnh , nh l cc chnh sch, lut l, quy tc...
- My mc (Machines): Bt c thit b no, my tnh, cng c.. cn phi c thc hin cng
vic
- Nguyn vt liu (Materials): Nguyn vt liu th, cc thnh phn, giy, bt... c s dng
sn xut ra sn phm cui cng
- o lng (Measurements): D liu pht sinh trong qu trnh c s dng nh gi cht
lng ca qu trnh
- Mi trng (Mother nature): Cc iu kin, nh l a im, thi gian, nhit , v vn ha m
c nh hng ti qu trnh

3. Bc 3: Phn tch su hn cc nguyn nhn chnh (Trong nguyn nhn

chnh s bao gm nhng yu t no)
Vit ra nhng tc ng c th thuc nguyn nhn chnh (cn gi l nhnh trung)
Nhng cu hi c t ra i vi cc nguyn nhn chnh:
- Con ngi:
+ Ti liu c gii thch ng cha ?
+ Thng tin c ph bin ng cha ?
+ Ngi nhn c hiu c thng tin khng ?
+ H c o to thch hp thc hin nhim v qun l con ngi cha ?
+ C phi qu nhiu yu cu thc hin nhim v khng ?
+ Nhng hng dn c sn c khng ?
+ C phi mi trng nh hng n hnh ng c nhn ?
+ C phin nhiu ti ni lm vic ?
+ Cn bao nhiu kinh nghim c nhn thc hin nhim v ny ?
+ C phi khng quan tm n s mt mi ca nhn vin ?
- My mc
+ Cng c c c s dng chnh xc khng ?
+ Cc file c c lu li vi ng phn m rng v ng v tr khng ?
+ Thit b c nh hng ti mi trng ?
+ Thit b c c bo dng ng thi hn khng ?

+ Liu cc thit b hoc phn mm ang s dng c nhng tnh nng h tr cho yu cu cng
vic khng ?
+ My mc c c lp trnh ng cch ?
+ My mc c c bo v ?
+ Cc thit b c c s dng trong kh nng v gii hn ca n khng ?
+ C phi mi thit b iu khin bao gm nt dng khn cp c dn nhn r rng hoc c
t mu d nhn bit khng ?
+ Thit b ng dng thch hp cho cc cng vic no ?
- o lng
+ Mi trng c nh hng ti s o lng khng ?
+ Cc my o c chnh xc khng ?
+...
- Nguyn vt liu
+ C phi cc thng tin cn thit c sn v chnh xc ?
+ Thng tin c th c xc minh hoc kim tra cho ?
+ C thng tin no c thay i gn y khng ?
+ Lm cch no lun cp nht thng tin ?
+ iu g xy ra nu chng ta khng c thng tin m chng ta cn ?
+ Vt liu c th nghim ng ?
+ C vt liu thay th khng ?
+ Qu trnh ca nh cung cp c c xc nh v qun l khng ?
+ Vt liu c b nhim khng ?
+ Vt liu c c x l ng cch ?
- Mi trng
+ Qu trnh c b nh hng bi s thay i nhit khng ?
+ Qu trnh c b nh hng bi m, rung, ting n, nh sng ... khng ?
+ Qu trnh c c chy trong mi trng c kim sot khng ?
...

- Phng php
+ Cc thng, hp... c c dn nhn ng cch ?
+ Cng nhn c c o to ng cch khng ?
+ Nhng th nghim c c kim nh thng k khng ?
+ D liu c kim tra c cho ng nguyn nhn khng ?
+ C hng dn cng vic r rng bng vn bn ?
+ C y cc cng c thit k v kim sot ?
+ Thit k c c thay i khng ?
...

4. Bc 4: Chn lc nguyn nhn gii quyt

Sau khi hon thnh biu xng c, tt c cc thnh vin lin quan nn kim tra v chn
nguyn nhn no c nh hng ln nht i vi tng vn .
Lu :
- Kim tra li c nhng nguyn nhn khng c ch ra
- Khoanh vng nhng nguyn nhn c nh hng ln ti vn (thng t 5-8 nguyn nhn)

IV. Cc ng dng ca biu xng c

- Lit k cc nguyn nhn l qu trnh sn xut b bin ng vt ra ngoi gii hn qui nh
trong tiu chun.

Xem xt cc cng on sn xut v kim tra s sch vn hnh theo s nhn qu pht hin
cc yu t no c vn hnh cha ph hp vi tiu chun.
- nh r nhng nguyn nhn no cn c iu tra trc tin
+ Sau khi phc tho xong biu nhn qu, hy tho lun vi cc cn b c lin qua v vit cc
kt qu vo biu xc nh cc yu t c tnh quyt nh.
+ Khi cuc tho lun dn n cc bt ng th hy quyt nh cc yu t c iu tra u tin
bng cch biu quyt ly kin thng nht.
- Vic xy dng biu nhn qu c tc dng tch cc trong vic o to v hun luyn cc cn
b k thut v kim tra.
Li cun mi ngi suy ngh v cc cu hi: "Nguyn nhn g gy nn s bin ng cht lng
?" v "Mi quan h gia cc nguyn nhn v kt qu tc ng nh th no n c tnh cht
lng ?". V khi lp c biu ny s gt hi thm nhng kin thc mi.
- C th s dng biu nhn qu cho bt k vn no
S nhn qu cho thy r tng nguyn nhn, nh vy ta c th xut cc gii php nhanh
chng hn.

V. u nhc im ca biu xng c

1. u im
- t ra yu cu xy dng Biu dng chy qu trnh
- Xem h thng hin thi l nhng nguyn nhn tim nng ca mt vn
- Xc nh cc quy trnh cng vic khc nhau
- C tc dng hng dn, o to cho cc thnh vin cha quen vi qu trnh hot ng
- D s dng do hu ht mi thnh vin u quen thuc vi h thng
- C th dng d on nhng vn qua vic ch trng vo ngun gc ca cc sai lch

2. Nhc im
- D b qua nhng nguyn nhn tim nng (nh nguyn vt liu hoc thc o) do nhn vin c
th qu quen thuc vi qu trnh
- Kh p dng vi cc qu trnh sn xut di, phc tp.

VI. Qu trnh xc nh nguyn nhn gc r thng qua nguyn nhn

tim nng

VII. Mt s v d ng dng biu xng c

--ng dng biu xng c tm hiu nguyn nhn ti sao b s, thch, ght...

Ngun bi vit:
Thc s Khoa hc in ton, Thc s Qun tr kinh doanh Nguyn Phi
Thc s Ngn ng tr liu (lm sng) Nguyn Tng Anh
Bi ny gip bn truy tm nguyn nhn cho mt hin tng no , v d nh truy tm nguyn
nhn ti sao b s tri ma. Mt khi bit c nguyn nhn, bn c th gip b ht/bt s trong
hin ti v ngn nga trong tng lai. Cn nu nh bn bit ti sao b thch ng di t, bn s
bit cch dy cho b ng trn ging they mnh mun.
truy tm nguyn nhn cho mt hin tng no , chng ta s dng Biu xng c. Biu
ny lit k 7 nguyn nhn tng qut nh sau:
1. m thanh
2. nh sng
3. Mi trng
4. Mi
5. V
6. Xc gic
7. Bn thn
Mi nguyn nhn tng qut trn li c lit k chi tit hn. V d nh nguyn nhn m thanh
c chia nh thnh cc mc nh sau
m thanh
Nguyn nhn

L do

Dai dng

m thanh dai dng, v d nh ting tng chy u u, hay ting

ma r rch

Bng ln

m thanh thng thong bng ln, v d nh ting ma r rch, lu lu

cht bng to ln

To

m thanh to, v d nh sm st lc ma, hay ting ma p vo mi tn

Tn s

m thanh tn s cao hay thp, v d nh ting gi rt qua khe ca khi

tri ma, hay ting sm m

Cch truy tm rt n gin. u tin bn t hi hin tng mnh mun truy tm nguyn nhn l
g? V d nh hin tng l b s tri ma, vy vic phi lm l truy tm nguyn nhn ti sao
b s. Dng 7 bng (m thanh, nh sng, Mi trng, Mi, V, Xc gic, Bn thn), bn s
ng no tm cc s vic lin quan ti cc nguyn nhn. V d nh trong phn m thanh/Dai
dng, bn s lit k tt c cc s vic lin quan ti m thanh dai dng (ting ma dai dng, ting

nc chy vo mng xi dai dng, ting my bm nc trong nh dai dng bm nc ra ngoi

ng...)
Sau khi lit k tt c cc s vic lin quan, bn s tm cch khng ch cc nguyn nhn , ri
quan st xem b c cn s na hay khng. V d nh khng ch ting ma dai dng, bn c
th cho b eo noise-canceling headphone, hoc cho nghe nhc (bi nhc b thch), hoc nt l
tai li. Bn s phi khng ch tt c cc nguyn nhn v quan st xem b c cn s tri ma
khng. Nu b ht s, bn phi lm g k tip? Bn c mun th khng ch tng nguyn nhn
mt (thay v tt c cc nguyn nhn) xem b s g khng? Hay bn khng quan tm, ch cn
bit l nu khng ch tt c cc nguyn nhn cng mt lc th b ht s.
Hy xem mt v d c th. Gi s nh bn nt l tai b li, ng ca bung rm xung nh
sng st khng lt vo, v b ht s. Vy bn c mun th vn mn ln xem b s v nh sng
khng? Hay m nt l tai ra xem b s v ting ng? Bn c mun dng phng php loi tr
xem b s v nguyn nhn g?
Vic ny lin quan ti cch bn khng ch cc nguyn nhn. Nu i bt k u, gp ma bn
cng c th khng ch tt c cc nguyn nhn, th c l bn khng cn phi loi tr. Nhng trong
trng hp bn ch c th khng ch c mt vi nguyn nhn, bn nn loi tr bit nguyn
nhn chnh. Xin lu rng vic bn loi tr s lm cho b b stress, nn nu khng ng lm, xin
ng lm. V cng xin lu nhiu khi khng c mt nguyn nhn chnh duy nht, m phn ln
l nhiu nguyn nhn con hp li gy ra hin tng.
Tm li, cc bc truy tm nguyn nhn l:
1. Coi hin tng l g.
2. Trong mi nguyn nhn chnh, in vo bng cc nguyn nhn con.
3. Tm cch khng ch tt c cc nguyn nhn con, quan st xem c nh hng ti hin
tng hay khng. Nu khng c kt qu, m rng, trin khai cc nguyn nhn con trong
6 nguyn nhn chnh, lp li bc 2.
4. Quyt nh xem c ng dng phng php loi tr tm nguyn nhn chnh khng.

V d: Ti sao b s tri ma?

Chng ta hy cng nhau thc tp tm l do ti sao b s tri ma.

Bc 1: Hin tng l g? S tri ma
Bc 2: in vo cc bng nguyn nhn
m thanh

Nguyn nhn

L do

Dai dng

Ting ma dai dng

Bng ln

Ma nh nhng thng thong bng to ln lm

b git mnh

To

Ting ma, sm/st to

Tn s cao

Ting gi rt qua ca

nh sng

Nguyn nhn
Lo

L do
St la sng

Bng
Nhp nhy

St nhp nhy sng

Gc n chiu vo
mt

Mi trng

Nguyn nhn
L

L do
Ma nn m ng ca s, lm phng tr nn
l lm

Quen
Gn gng

Ma nn m mang qun o vo phng, gy

mt gn gng

Cht
Nh, hp
Rng
ng
Vng

Mi

Ma lm ngoi ng vng ngi

Nguyn nhn

L do

Thm
Thi
Nng

Mi hi nc nng trong khng kh

Nguyn nhn

L do

Nguyn nhn

L do

Nng
Lnh
Ngt
Chua
Cay
Xc gic
Cng
Mm
Nng
Lnh

Ma lm tri lnh

Ht ln
Ht nh
Trn

Ma lm nn nh trn

Nhm
Nhn
t

Nn nh, vt m t

Rung

Sm st lm nn nh rung. Ma lm mi tn
rung...

Gai

Bn thn
S sm st nh vo nh
S ma ngp lm cht ui
S ma lm sp mi nh
vn vn

Vi nguyn nhn <Bn thn>, bn phi dng k thut phn tch, v d nh cho c sch v sm
st, nghe k chuyn v ma, v...v... Gii thch cho b bit ma cng c th c li, v d nh nc
ti ng la, lm ngp h ao cho c bi... Mt k thut lin quan l lm cho quen dn
(desensitize) m chng ti s ni thm mt bi khc, i loi l lm cho b quen dn vi hin
tng, bt nhy cm v bt s.
Bc 3: Khng ch cc nguyn nhn

Nguyn nhn

Th khng ch

Ting ma dai dng

eo noise-canceling headphone, eo headphone nghe bn nhc b

thch

Ma nh nhng thng Nt tai chng n. Dng thi kho biu PAXT cho b bit thnh
thong bng to ln lm thong s c ting bng ln
b git mnh
Ting ma, sm/st to Nt tai chng n. Dng thi kho biu PAXT.
Ting gi rt qua ca

Nt khe ca bt ting rt

St la sng

Nt khe ca, m n sng (coi chng nh n, gc chiu lm b

s)

St nhp nhy sng

Nt khe ca

Ma nn m ng ca ng ca s nhng bung rm xung, hoc cho b ngi quay vo

s, lm phng tr nn trong coi tivi...
l lm
Ma nn m mang Mang qun o sang phng khc
qun o vo phng,
gy mt gn gng
Ma lm ngoi ng ng b nhn ra ngoi ng
vng ngi
Mi hi nc nng ng cht ca trc khi tri ma
trong khng kh
Ma lm tri lnh

M iu ha

Ma lm nn nh trn Gi nn nh kh ro, hoc cho b ln ging ngi

Nn nh, vt m Gi nn nh kh ro, hoc cho b ln ging ngi
t

Sm st lm nn nh Chi tr chi ma to, gi lm ting ma, lm sm st, lm rung

rung. Ma lm mi tn ging b quen vi cm gic b rung
rung...
S cho bn thn

Cho c sch, nghe k chuyn v tri ma. Cho b thy 2 mt ca

vn (li/hi ca ma). Cho b quen dn (desensitize).

Bc 4: Nu vic khng ch tt c cc nguyn nhn c kt qu, bn quyt nh xem c nn p

dng phng php loi tr khng.
Nu bn th khng ch cc nguyn nhn m khng thy c kt qu, bn cn lm li t u, th
truy tm cc nguyn nhn, l do mi v th li cho n khi c kt qu. Chc bn kin nhn, bn
ch v may mn.