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‡ 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? >
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‡ 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-to-
read format to diagram
cause-and-effect.
relationships
‡ It indicates possible causes of
variation in a process.
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‡ 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 >

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£eceive update of Locate included

newly issued billings clients· file folders

File folders

Find and update clients·

billing statements

Locate included clients· Buyers·

Buyers· Information Sheet Information Sheet

Call each client Send Billing Statements

on update

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

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‡ Decide on the effect to be
² pride and ownership over productive areas
examined.
² upbeat atmosphere that encourages the participation of the
group
‡ An effect may be positive (an
 !" 
² justifying why the problem occurred and placing blame
objective) or negative (a problem),
² easier for a team to focus on what causes a problem than what
depending upon the issue that is
causes an excellent outcome
² concentrate on things that can go wrong may foster a more
being discussed.
relaxed atmosphere which sometimes enhances group
participation
> PUTTING ¶CAUSE-AND-EFFECT· DIAGRAM· TO TEST: STEP 2 >
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‡ 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 >
 





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

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‡ Establish
Write themain
main causes, or categories,
categories your team under
has
which
selectedother
to possible causes
the left of will bebox.
the effect listed.
Draw
² 3Ms some
and P above andaaterials,
² aethods, below the spine.
aachinery,
‡ Draw and eople
a box around each category label
² 4Psuse
and ² olicies, rocedures,
a diagonal eople,
line to form a and
lant from the box to the spine.
branch
² Environment
> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1, 2 & 3 >
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> PUTTING ¶CAUSE-AND-EFFECT· DIAGRAM· TO TEST: STEP 4 >

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‡ Identify as many factors or causes

possible and attach them as sub-
branches of the major branches.
‡ Fill in detail for each cause.

> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1, 2, 3 & 4 >

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Erroneous
sorting People fail to inform
of billing client thru call/e-mail
Invalid statements
list of
updates Ignorance



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Information
Unreliable in BIS
mail system No file for
Phone line record of billing
disconnected statements
in clients·
folders

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

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> CAUSE-AND-EFFECT DIAGRAM , updated with STEPS 1, 2, 3, 4 & 5 >

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


organization
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Erroneous   
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Information in BIS
Skipping paying
monthly bills Inaccuracy in
Poor sorting data
Mixed
training No up data
Unreliable
money mail system
Phone line Assorted records
disconnected of billing
Manual file system
statements
Inaccuracy in sorting Manual file in clients· folders
and giving out mail organization Inaccuracy in
sorting data
Mixed
Manual file
a 
a
  up data
organization

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

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‡² ItAhelps
‡Look thick
for cluster
causesofthat
identify items in that
one repeatedly.
appear
causes area may
warrant
Theseindicate
further may arepresent
need for further
investigation. study.
root causes.
‡² Use
‡LookA main category
aforpareto
what you
charthaving
can only a few
to measure
determine specific
in each
the
causecauses so may can
you indicate a need
quantify the for furtherof
effects
cause to focus on first.
any identification
changes of causes.
you make.
‡² See the ´balanceµ of your diagram,
If several major branches have only a few
‡Most
checking importantly,
for identify and
comparable circle
levels of the
sub-branches, you may need to combine
causes
detail that
for you can
most of take
the action on.
categories.
them under a single category.

> CAUSE-AND-EFFECT DIAGRAM , completed >

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  Inaccuracy in
sorting data
Manual file
a 
 
Erroneous Wrong phone number/ organization
  

Mixed up sorting e-mail information Erroneous info
Inaccuracy data of billing Poor


training
  in BIS
in statements People fail to inform
sorting Inaccuracy client thru
data In sorting call/e-mail 
  
Mixed data No training
up data Ignorance Ignorance
Invalid
Manual file
a 
  list of
organization
  
 updates
Manual file
a 
  


organization
  

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Information in BIS
Skipping paying
monthly bills Inaccuracy in
 sorting data
Poor Mixed

  
training No up data
Unreliable
money mail system
Phone line Assorted records
disconnected of billing
Manual
a file system

 


statements
Inaccuracy in sorting aManual file

  in clients· folders
  

organization
and giving out mail Inaccuracy in
sorting data
Mixed
aManual

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a 
a
  up data
  

organization

> RECOMMENDATIONS from completed CAUSE-AND-EFFECT DIAGRAM >

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²Poor/No Training -> Give tutorials and
seminars
²The leveltoof new and isold
detail employees alike.
well-balanced.
Have people check employees·
²The causes poor/no
performances every once training and
in a while.
manualFile
²Manual fileSystem
organization/system
-> Have a computer- are
repeated
based severalsystem
information times.to maintain the
organization.
²These causes It will not only
stated give are
above you the
back-
up
ones filesthat
but make
shouldthe besystem work faster.
attended to and
Make sure it is maintained and updated at
given action on ASAP.
all times.