Workshop 3: Affinity Diagrams & Interrelationship Diagraphs

The tools practiced in this workshop are:

• Brainstorming
• Affinity diagrams
• Interrelationship diagraphs

Situation:

Consider that you/your group works for a large Seattle based airline and you have been tasked with improving the customer experience. In the Analyze phase of your Lean Six Sigma project, you decide to brainstorm ideas for why customers would have a bad experience flying with your airline. Then, you plan to use an affinity diagram and an interrelationship diagraph to organize all these ideas and then pin-point the key driver(s) and outcome(s) of this problem.

Activities:

1. Brainstorm ideas for why customers might have a negative experience flying with you.

Note: You do not have to show your work here, as it will be shown in number 2.

2. Create an affinity diagram that organizes your ideas for why customers might have a negative experience flying on your airline: There must be a minimum of 6 main categories in the Affinity Diagram. Categories must have at least two plus ideas for potential causes.

3. Create an interrelationship diagraph that shows the relationships between causes for why customers might have a negative experience flying with your airline and that highlights the key driver(s) and key outcome(s) you identify regarding this problem: