CAUSE EFFECT

 Ishikawa diagrams (also called fishbone

diagrams, herringbone diagrams, cause-and-
effect diagrams, or Fishikawa) are causal
diagrams created by Kaoru Ishikawa (1968) that
show the causes of a specific event. Common uses
of the Ishikawa diagram are product design and
quality defect prevention, to identify potential
factors causing an overall effect. Each cause or
reason for imperfection is a source of variation.
Causes are usually grouped into major categories
to identify these sources of variation.
The categories typically include:
 Man: Anyone involved with the process
 Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
 Machines: Any equipment, computers, tools etc.
required to accomplish the job
 Materials: Raw materials, parts, pens, paper, etc. used
to produce the final product
 Environment: The conditions, such as location, time,
temperature, and culture in which the process operates
 Management: the attributes or point of view of
top management and people at other
managerial positions
 Fishbone Diagram Guide

Cause and Effect Diagram

Category 1 Category 2 Category 3

Party A
Reason Reason Reason

Problem

Reason Reason Reason

Party B

Category 4 Category 5 Category 6

Ishkawa Diagram
Fishbone Diagram

Reason Reason
Reason

Reason
Reason Reason

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 Definition of Fishbone Diagram

The fishbone diagram, or the cause and effect diagram, is a

simple graphic display that shows all the possible causes of a
problem in a business process.
It is also called the Ishakawa diagram.

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 Measurements Materials Manpower

Specimen not sufficient Not enough ice Can't procure specimen

Analyzer out of calibration Plastic bag not up to standard Patients not in room

Lab Results
Delay

Order slip delays

Room too hot No centrifuge
Message delay

Courtesy visit
Room too cold Lack analyzer
Poor identification

Mother nature Methods Machines

Note: The 6M method is applied in this analysis, categorizing the reasons into Manpower, Materials, Measurements, Mother nature, Methods and Machines.

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 Service Problem - Ishikawa (Fishbone) Diagram Template

Product
Physical Evidence Personnel Place
(Service)

Sub-cause Sub-cause Sub-cause Sub-cause

Sub-cause Sub-cause Sub-cause Sub-cause

Sub-cause Sub-cause Sub-cause Sub-cause

Service
Problem
Sub-cause Sub-cause Sub-cause Sub-cause

Sub-cause Sub-cause Sub-cause Sub-cause

Sub-cause Sub-cause Sub-cause Sub-cause

Productivity &
Process Promotion Price
quality

The 8P method can be used to analyze problems in service

industry, categorizing the causes into Physical Evidence,
Personnel, Place, Product (Service), Price, Promotion,
Process, and Productivity & quality.

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 Relationship
Relationship Management
Management Workload
Workload Environment
Environment Welfare
Welfare Salary
Salary
with
with Co-workers
Co-workers

Different
Employer No incentive Demanding Location
concepts Control
Low welfare
low cost
Lack of Harsh High
Climate
communication management pressure
No welfare Low salary
No Too much Office
Misunderstanding
promotion work environment

Resign
Change profession Poor constitution Transportation Not confident

Find a job Conflict between

Illness Poor adaption ability
with higher pay. work and life

Employee Further studies Stressful Change of address Not qualified

Plan
Plan Health
Health Residence
Residence Self-confidence
Self-confidence
Change
Change

XXX: Important reasons

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