UCSD2762/SCSD3

761
THE FISHBONE DIAGRAM

Dr. Nor Hidayati Zakaria

What is
fishbone
diagram?

Dr. Nor Hidayati Zakaria

INTRODUCTION
Known

as cause and effect or Ishikawa

diagram (first used by Prof. Kaoru IshikawaUniv. of Tokyo in 1943).
Useful to help people solve many types of
business challenges.
Useful for determining the root cause of a
problem/challenge during the problem
definition segment of brainstorming session.
Allows various categories of causes to be
explored.
Helps team to analyze problems/challenges.
Dr. Nor Hidayati Zakaria

Benefit?
Straightforward

and easy to learn.

Involves the workforce in problem
resolution preparation of the fishbone
diagram provides and education to the
whole team.
Organizes discussion to stay focused on
the current issues.
Promotes system thinking through
visual linkages.
Prioritizes further analysis and corrective
actions.
Dr. Nor Hidayati Zakaria

How to create a fishbone

diagram?
1. Agree on a brief statement of the
problem (head of the fish) to be
solved.
Draw a horizontal line with an arrow
pointing to the problem (backbone
of the
High emp.
1
turnover
fishs skeleton).

2. People
Add

Marketpla
theManagem
main categories
of potential
Effect
ent
ce
causes above/below the problem line.
Cause
Location

Benefit

High emp.
turnover

Dr. Nor Hidayati Zakaria

The American Society for Quality

(ASQ):
Method: how is the process performed?
Procedures?
Machine: what tools or equipment are used
to accomplish the job/process?
Material: what raw materials or parts are
used to produce the final product?
Measurement: what data does the process
generate that will help us to evaluate its
quality?
Environment: what are the conditions in
which the process operates (i.e. location,
culture).
Dr. Nor Hidayati Zakaria

Other possible category groupings:

The

McKinsey 7s Framework:
Strategy? Structure? Systems? Shared
values? Skills? Style? Staff?
The 7 Ps of Marketing: Product?
Place? Price? Promotion? People?
Process? Physical evidence?
The 5W & H approach: Who? What?
When? Where? Why? How?
Oryou may also develop your own 1st
level criteria to form the main bone of
your fishbone diagram.
Dr. Nor Hidayati Zakaria

How to create a fishbone

diagram? Cont.
3.

Brainstorm specific causes

within each category.

People

Add as a sub-branches.
Managem
ent

Marketpla
ce

Demotivati
on
Lack of
training

Rural
area

Location

Effect

Lack of
diversity

Cause

High emp.
turnover

Base
salaries
too low

Benefit
Dr. Nor Hidayati Zakaria

How to create a fishbone

diagram? Cont.
Drill down for causes.

4.

Ask why does this happen?. Add on

shorter lines that branch off of the
appropriate category.

People

inconsiste
ncy

Managem
ent

Marketpla
ce

Demotivati
on

Lack of
training

Rural
area

Location

Effect

Lack of
diversity

Cause

High emp.
turnover

Base
salaries
too low

Benefit
Dr. Nor Hidayati Zakaria

How to create a fishbone

diagram? Cont.
5.

Analyze your diagram.

Focus on the most likely causes of the

problem investigate further.
May interviewing people close to the
problem, investigating related reports,
Marketpla
Managem
surveying
activities
etc.
People

inconsiste
ncy

ce

ent

Motivatio
n

Training

Rural
area

Location

Effect

Lack of
diversity

Benefit

Cause

High emp.
turnover

Base
salaries
too low
Dr. Nor Hidayati Zakaria

5
10

How to create a fishbone

diagram? Cont.
5.

Analyze your diagram (cont.)

If theres not an obvious consensus on

the top categories to investigate vote
to formally narrow down the top choices
with the biggest chance of success.
Discuss how the selected categories
impact the problem.
Create an action plan for attaching
those categories causes.
Assign the causes to a team member to
be analyzed.

Dr. Nor Hidayati Zakaria

12

References:
The

mindmapping softwareblog.com
MoreSteam.com
TechRepublic.com

Dr. Nor Hidayati Zakaria

13