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.

Why implement
this?

It increases knowledge of the

process by helping everyone
to learn more about the
factors at work and how they
relate.
It identifies areas where data
should be collected for
further study.

> EXAMPLE OF A BUSINESS PROCESS >

Submission of Billing to
Client
Receive update of
newly issued billings

Locate included
clients file folders

File folders
Find and update clients
billing statements
Locate included clients
Buyers Information Sheet

Buyers
Information Sheet

Call each client

on update

Send Billing Statements

> PUTTING CAUSE-AND-EFFECT DIAGRAM TO TEST: STEP 1 >

STEP 1:
Identify and clearly define the
outcome or EFFECT to be
analyzed.
>POSITIVE

on the
Decide
pride and ownership
over effect
productive to
areasbe
examined.
upbeat atmosphere that encourages the participation of the
group
> NEGATIVE

An effect may be positive (an

justifying why the problem occurred and placing blame
or
negative
(aa problem than
objective)
easier for a team to
focus
on what causes
what causes an excellent outcome
problem),
depending
upon
the
concentrate on things that can go wrong may foster a more
relaxed atmosphere
sometimes
enhances group
issue
that iswhich
being
discussed.
participation

> PUTTING CAUSE-AND-EFFECT DIAGRAM TO TEST: STEP 2 >

STEP 2:
Draw the SPINE and create
the EFFECT box.
Draw a horizontal arrow pointing to the
right. This is the spine.
To the right of the arrow, write a brief
description of the effect or outcome
which results from the process.
Draw a box around the description of
the effect.

> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1 & 2 >

Spine

Inaccurate
Submission of
Billing to Client

Effect Box

> PUTTING CAUSE-AND-EFFECT DIAGRAM TO TEST: STEP 3 >

STEP 3:
Identify the main CAUSES
contributing to the effect being
studied.
Establish main causes, or categories, under

Write the main categories your team

which
other possible
listed.
has selected
to thecauses
left of will
thebe
effect
3MsDraw
and Psome
Methods,
box.
aboveMaterials,
and below the
Machinery, and People
spine.
4Ps aPolicies,
Procedures,
People, and
Draw
box around
each category
label
Plant
and use a diagonal line to form a
Environment
branch
from the box to the spine.

> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1, 2 & 3 >

Methods

People

Inaccurate
Submission of
Billing to Client

Main Causes

Machinery

Materials

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

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

Invalid
list of
updates

People
Erroneous
sorting
of billing
statements

People fail to inform

client thru call/e-mail

Ignorance

Erroneous
Information
Unreliable in BIS
mail system
Phone line
disconnected

Machinery

Inaccurate
Submission of
Billing to Client
No file for
record of billing
statements
in clients
folders

Materials

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

STEP 5:
Identify more detailed levels of
causes and continue organizing
them under related causes or
categories.
FROM GIVEN EXAMPLE:
Q: Why is there an invalid list of updates?
A: Because the data was mixed up.
Q: Why was the data mixed up?
A: There was a problem with the manual organization
of the files.
Q: Why is there a problem with the manual
organization of the files?
A: Because there are no back-up files and since
it was manually prearranged, inaccuracy is inevitable.

You can do this by asking

a series of WHY questions.
> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1, 2, 3, 4 & 5 >

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

People
Erroneous
sorting
of billing
Poor
statements
Inaccuracy training
In sorting
data
Mixed
up data
Ignorance

Wrong phone number/

e-mail information

Inaccuracy in sorting Manual file

and giving out mail organization

Materials

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

Manual file
organization

Erroneous
Information in BIS
Skipping paying
Inaccuracy
in
monthly bills
sorting data
Poor
Mixed
training
No
up data
Unreliable
money
mail system
Phone line
disconnected
Manual file system

Machinery

Inaccuracy in
sorting data

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

Manual file
organization

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

STEP 6:
Analyze the diagram.
thick
ofthat
items
in that
onerepeatedly.
area
may
Look
for cluster
causes
appear
ItA helps
identify
causes
warrant
indicate
arepresent
need for further
study.
These
may
root causes.
further
investigation.
A main
category
having
only a few
Look
forpareto
what you
can
in the
each
Use
a
chart
to measure
determine
specific
causes
may
indicate
aeffects
need for
cause
so
you
can
quantify
the
of
cause to focus on first.
further
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
takecategories.
action on.
detail
for
most
of
the
them under a single category.

> CAUSE-AND-EFFECT DIAGRAM

, completed

>

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

People

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
Skipping paying
Inaccuracy
in
monthly bills
Poor
sorting data
Poor
Mixed
training
training
No
up data
Unreliable
money
mail system
Phone line
disconnected
Manual
file
system
Manual
file
system
Manualfile
file
Inaccuracy in sorting Manual
organization
and giving out mail organization

Machinery

Inaccuracy in
sorting data

Materials

Manual
Manual file
file
organization
organization

Inaccurate
Submission of
Billing to Client

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

Manual
Manual
filefile
organization
organization

> RECOMMENDATIONS from completed CAUSE-AND-EFFECT DIAGRAM >

RECOMMENDED
SOLUTIONS:
ANALYSIS

Poor/No Training -> Give tutorials and

new
and is
oldwell-balanced.
employees
seminars
The leveltoof
detail
alike. Have people check employees
performances
The causes poor/no
training
and
every once
in a while.
fileSystem
organization/system
are
manual
Manual File
-> Have a computerrepeated
severalsystem
times.to maintain
based
information
organization.
It will not
only are
givethe
you
the
These
causes stated
above
back-up
files
but make
systemto
work
ones that
should
be the
attended
faster. Make sure it is maintained and
and given action on ASAP.
updated at all times.