Preview
CAUSE & EFFECT DIAGRAM
(Fishbone or Ishikawa Diagram)
Dr. mer Yaz
Prepared for MGMT 407 - Total Quality Management
Preview, contd...
The cause-and-effect diagram was
introduced in Japan by Kaoru Ishikawa. It is
referred to as Ishikawa diagram due to its
originator or as a fish-bone diagram
because of its structure.
Variation in process output and other
quality problems can occur for a variety of
reasons, such as materials, machines,
methods, people, and measurement. The
goal of problem solving is to identify the
causes of problems in order to correct them.
The cause-and-effect diagram is an
important tool in this task; it assists the
generation of ideas for problem causes and,
in turn, serves as a basis for solution
finding.
Why use it?
Cause-and-effect diagrams are
indispensable tools in allowing a team to
identify, explore, and graphically display, in
increasing detail, all of the possible causes
related to a problem or condition to discover
its root cause(s).
What does it do?
Enables teams to focus on the content of the
problem, not on the history of the problem
or differing personal interests of team
members
Creates a snapshot of the collective
knowledge and consensus of a team around
a problem. This builds support for the
resulting solutions
Focuses the team on causes, not symptoms
How do I do it?
1. Select the most appropriate cause-andeffect format. There are two formats:
Dispersion Analysis Type is constructed by
placing individual causes within each major
cause category and then asking of each
individual cause Why does this cause
(dispersion) happen?. This question is repeated
for the next level of detail until the team runs
out of causes.
Process Classification Type uses the major
steps of the process in place of the major cause
categories. The root cause questioning process
is the same as the Dispersion Analysis Type.
How do I do it? contd...
How do I do it? contd...
2. Generate the causes needed to build a
Cause & Effect Diagram. Choose one
method:
3. Construct the Cause & Effect diagram
brainstorming
check sheets based on data collected by team
members before the meeting
Place the problem statement in a box on the
right hand side of the writing surface.
Draw major cause categories or steps in the
production or service process. Connect them to
the backbone of the fishbone chart.
Cause
Cause
Effect
Cause
Cause
BASIC SHAPE OF C&E
DIAGRAM
Major types of causes
Production Process
machines (equipment)
methods (how work is done)
materials (components or raw materials)
people (the human element)
Service Process
policies (Higher level decision rules)
procedures (steps in a task)
plant (equipment and space)
people
Major types of causes, contd...
In both types of processes, environment
(buildings, logistics, and space) and
measurement (calibration and data
collection) are also frequently used.
Remember: There is no perfect set or
number of categories of causes. The user
must make them fit the problem at hand.
Cause & Effect Diagram (General structure)
Machine
Man
Effect
Environment
Method
Material
17
Fishbone Diagram
Measurement
Faulty testing equipment
Incorrect specifications
Improper methods
Inaccurate
temperature
control
Dust and Dirt
Environment
Problems with Airline Customer Service
Human
Machines
Out of adjustment
Poor supervision
Lack of concentration
Tooling problems
Inadequate training
Old / worn
Quality
Problem
Defective from vendor
Not to specifications
Materialhandling problems
Materials
Poor process design
Ineffective quality
management
Deficiencies
in product design
Process
Cause and effect analysis of Bed Assignment delay
in a hospital
Process Classification Type of
Cause & Effect Diagram
It uses the major steps of the process in
place of the major cause categories. The
root cause questioning process is the same
as the Dispersion Analysis Type.
Illustration
Parking Garage Operation
Next slide shows the customer system
portion of a flowchart used to improve the
parking garage operation. Potential
contributors to poor quality are listed on the
chart in a manner similar to the dispersion
analysis type of a cause & effect diagram.
Customer pulls time
stamped ticket
no tickets
mechanical failure
machine not working
Customer parks
car
lot full
ink pad dry
Customer returns
to car
Customer drives to
cashier at exit
long lines
inaccurate time clock
Cashier system
Customer exits
unfriendly cashier
gate malfunction