Topic: MATRIX DIAGRAM

Development of a Problem Solving Model

for the Hong Kong Textiles and Clothing
Industries Project
HKRITA Ref. No. : RD/PR/001/07
ITC
Ref. No. : ITP/033/07TP

Copyright 2009 HKRITA. All rights reserved.

Matrix Diagram
Objective:
It is used to analyze the view point between two groups of
people.
It forces people to analyze the interrelationship systematically.
It helps the Six Sigma team to prioritize the problems to be
tackled.

Steps to use Matrix Diagrams:

Select the problem and the potential causes by brainstorming
technique.
Write down all the questions and potential causes on the matrix
diagram.
Mark for all potential causes. The highest is 5 (significant) and
the lowest is 0 (not related).
Calculate the marks for all potential causes. The one with highest
mark is most likely to be the root cause of the problem.
Copyright 2009 HKRITA. All rights reserved.

Matrix Diagram on
Medical Treatment Process

Importance Score on Patience Scheduled = 5x5 + 4x3 + 2x3 = 43

Copyright 2009 HKRITA. All rights reserved.

Example Customer complaints on taxi drivers

A taxi driver in a large city had seen that competing for customers on
streets, at airports, and so on, generated long periods of waiting time
during which potential revenue was lost. It had therefore specialized in
pre-order customers like hotels, hospitals, and private companies. This
strategy had been successful, but lately the company had received many
customer complaints related to tardy pick up and delivery, poorly
cleaned cars, discourteous drivers, and other less serious issues.
Reliability, service, and their customers ability to trust them were
crucial for success, so this problem had to be solved.
It seemed to the administration, the dispatching central, and the drivers
that the main cause for the delays was unpredictable traffic. Many other
options had been mentioned as well, so a small improvement team used
a matrix diagram to see if any of these other possible causes were
important.

Copyright 2009 HKRITA. All rights reserved.

Problem
characteristic

Possible causes
Unpredicta
ble traffic

Late
dispatch

Too many
rides per car

Poor route
planning

No car
wash
machine

Inaccurate
address
information

Old cars

11

13

19

15

11

10

15

Late pick-up
Late delivery
Dirty car
exterior
Dirty car interior
Rude driver
Bumpy ride
Baggage space
Total impact
score
Strong

Medium

Weak

Copyright 2009 HKRITA. All rights reserved.

- THE END -

Copyright 2009 HKRITA. All rights reserved.