Pareto Chart Job Aid

1. Set the categories you will use to group items.

Example: In a call center, you might categorize by the type of complaint:
Customer service representative (CSR) not courteous.
Communication difficulty (e.g., language barrier).
Too many steps to get to live person.
CSR did not know answer.

2. Decide what measurement to use. Common measurements are frequency, quantity,

cost and time.
Example: In a call center, you would use frequency with which each complaint occurred:
3. Decide what time period the Pareto chart will reflect: A day? A week?
Example: In a call center, you might look at a week's worth of calls.
4. Collect the data.
Example:
Complaint Sun Mon Tues Wed Thur Fri Sat
CSR not courteous 13 21 22 30 27 33 17
Communication difficulty 20 34 40 35 35 48 19
Too many steps to get to live 22 55 74 70 63 58 30
person
CSR did not know answer 8 36 40 38 45 32 15

5. Subtotal the measurements for each category.

Example:
Complaint Sun Mon Tues Wed Thur Fri Sat Total
CSR not courteous 13 21 22 30 27 33 17 163
Communication difficulty 20 34 40 35 35 48 19 231
Too many steps to get to live 22 55 74 70 63 58 30 372
person
CSR did not know answer 8 36 40 38 45 32 15 214
Total 63 146 176 173 170 171 81 980

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6. Determine a scale for the measurements collected and mark it on the vertical axis. The
maximum value should be close to the largest subtotal from step 5. (NOTE: If you use
steps 8 and 9, the maximum value will be close to the sum of all your subtotals from step 5.)

7. Construct and label bars for each of the categories. Typically, you will place them from
highest to lowest.
Example:

[BONUS: Steps 8 and 9 are not required elements of a Pareto diagram, but the line graph they
create could prove helpful for analysis and communication. Remember: The maximum value of
your scale will have to be the sum of all your subtotals from Step 5.]

8. Calculate each category percentage. Draw and label a right vertical axis. Note: Be sure
the two scales correspond (i.e., the left axis measurement that reflects one-half should be
exactly opposite 50% on the right scale).
Example:
Complaint Sun Mon Tues Wed Thur Fri Sat Total %
CSR not courteous 13 21 22 30 27 33 17 163 16
Communication difficulty 20 34 40 35 35 48 19 231 24
Too many steps to get to 22 55 74 70 63 58 30 372 38
live person
CSR did not know 8 36 40 38 45 32 15 214 22
answer
Total 63 146 176 173 170 171 81 980 100

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9. Calculate cumulative sums and plot them. Start by placing a dot at the highest category.
Then add the subtotals for it and the second category, and place a dot above the second bar at
that sum. Continue adding for all the bars and placing the dots to reflect each cumulative sum.
Connect the dots, starting at the top of the first bar. The last dot should reach 100 percent on
the right scale.
Example:
Complaint Total % Cumulative
Total
Too many steps to get to 372 38 372
live person
Communication difficulty 231 24 603
CSR did not know 214 22 817
answer
CSR not courteous 163 16 980
Total 980 100

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Resource:

Levinksy, D. (2014). Pareto principle: How to use it to dramatically grow your business. Forbes.
Retrieved from http://www.forbes.com/sites/davelavinsky/2014/01/20/pareto-principle-how-to-
use-it-to-dramatically-grow-your-business/#47402f651259