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A Toolbook for Quality Improvement and Problem Solving (contents) |
Tree Diagram: ExamplesThe Quality Toolbook > Tree Diagram > Examples When to use it | How to understand it | Example | How to use it | Practical variations
ExampleA hotel restaurant manager, concerned at low patronage figures and various vague complaints, wanted to find out what affected the satisfaction of her customers in order that areas for improvement might be identified. She decided to use a Tree Diagram to find a basic set of factors to measure that, taken together, would cover all areas. Together with the assistant manager, she defined the method of breaking down the root phrase of 'satisfied customers' as:
The tree generated is shown below. To test the result, a selection of customers were asked to review the diagram, and it was revised accordingly. Measures were then derived from the leaves and a simple process of measurement was set in place. At the end of each month, a project was set up to improve the poorest score of the previous month. Over time, the average score gradually went up, and the restaurant became more popular.
Fig. 1. Example Tree Diagram
Other examples
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