Cause-and-Effect Diagram

What is it?
An analysis tool that provides a systematic way of looking at effects and their respective causes Developed by Dr. Kaoru Ishikawa of Japan in 1943 and is sometimes referred to as an Ishikawa Diagram or a Fishbone Diagram because of its shape

> WHY IMPLEMENT THIS? >

Why implement this?

It helps determine the root causes of a problem using a structured approach. It encourages group participation and utilizes group knowledge of the process. It uses an orderly, easy-toread format to diagram cause-and-effect. relationships It indicates possible causes of variation in a process.

Methods

People

Inaccurate Submission of Billing to Client

Main Causes

Machinery

Materials

> PUTTING CAUSE-AND-EFFECT DIAGRAM TO TEST: STEP 4 >

For each major branch, identify other specific factors which may be the CAUSES of the EFFECT.
Identify as many factors or causes possible and attach them as subbranches of the major branches. Fill in detail for each cause.
> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1, 2, 3 & 4 >

Methods
Erroneous sorting of billing statements

People
People fail to inform client thru call/e-mail

Invalid list of updates

Ignorance

Phone line disconnected

Erroneous Information Unreliable in BIS mail system

Inaccurate Submission of Billing to Client

No file for record of billing statements in clients folders

Machinery

Materials

> PUTTING CAUSE-AND-EFFECT DIAGRAM TO TEST: STEP 5 >

Methods
Mixed up data Inaccuracy in sorting data Invalid Manual file list of organization updates

People
Erroneous sorting of billing Poor statements training Inaccuracy In sorting data Mixed up data Ignorance Manual file organization Erroneous Information in BIS Inaccuracy in sorting data Mixed up data Unreliable mail system Manual file system Wrong phone number/ e-mail information

Inaccuracy in sorting data Erroneous info in BIS

Manual file organization

People fail to inform client thru call/e-mail No training Ignorance

Inaccurate Submission of Billing to Client

Poor training

Skipping paying monthly bills No money

Phone line disconnected

Inaccuracy in sorting Manual file and giving out mail organization

Assorted records of billing statements in clients folders Inaccuracy in sorting data Mixed up data Manual file organization

Machinery

Materials

> PUTTING CAUSE-AND-EFFECT DIAGRAM TO TEST: STEP 6 >

Analyze the diagram.

Look Ahelps thick of items in that one repeatedly. area may for cluster causes that appear It identify causes warrant indicate a need for further study. These may represent root causes. further investigation. Look A main category having only a few specific for what you can in each Use a pareto chart to measure determine the causes may can indicate a need for further cause soto you quantify the effects of cause focus on first. identification of causes. any changes you make. See the balance of your diagram, If several major branches have only a few Most importantly, identify and circle the checking for comparable levels of sub-branches, you may need to combine causes that you can take action on. detail for most of the categories. them under a single category.

> CAUSE-AND-EFFECT DIAGRAM , completed >

Methods
Mixed up data Inaccuracy in sorting data Invalid Manual file list of Manual file organization organization updates

People

Inaccuracy in sorting data

Erroneous Wrong phone number/ sorting e-mail information Erroneous info Poor Poor of billing in BIS training training statements People fail to inform Inaccuracy client thru In sorting call/e-mail No training No training data Mixed Ignorance up data Ignorance Manual file Manual file organization organization Erroneous Information in BIS Inaccuracy in sorting data Mixed up data Unreliable mail system
Manual filefile system Manual system

Manual Manual file file organization organization

Inaccurate Submission of Billing to Client

Poor Poor training

Skipping paying monthly bills No money

training

Phone line disconnected

Inaccuracy in sorting and giving out mail

Manual file Manual file organization organization

Assorted records of billing statements in clients folders Inaccuracy in sorting data Mixed up data Manual Manual file file organization organization

Machinery

Materials

> RECOMMENDATIONS from completed CAUSE-AND-EFFECT DIAGRAM >

Poor/No Training -> Give tutorials and to new and is old employees alike. seminars The level of detail well-balanced. Have people check employees performances The causes poor/no training and every once in a while. file organization/system are manual Manual File System -> Have a computerrepeated several times. based information system to maintain the It will not only give are you the backorganization. These causes stated above up files but make the system work faster. ones that should be attended to and Make sure it is maintained and updated at given action on ASAP. all times.

RECOMMENDED SOLUTIONS: ANALYSIS