Using Fishbone Diagram to Get Better Understanding on Your Problem

Fishbone (or Cause and Effect Diagram) is a valuable technique, created by Dr Kaoru Ishikawa for analysing the cause of a problem in a structured way. It helps you to sort out and make sense of the relationships between the various possible causes that may lie behind a problem. Most problems do not have a single cause, and a fishbone diagram helps you to group causes into common themes or categories, so that you can decide what needs to be done to deal effectively with each.

For example, you may just have completed an investigation of all the reasons recorded for goods being returned by customers and found that the highest incidence relates to incorrect goods being sent. A Fishbone Diagram can be constructed to explore the possible causes for this.

The major purpose of the Fishbone Diagram is to act as a first step in problem solving by generating a comprehensive list of possible causes. It can lead to immediate identification of major causes and point to the potential remedial actions or, failing this, it may indicate the best potential areas for further exploration and analysis. At a minimum, preparing a Fishbone Diagram will lead to greater understanding of the problem.

So, how do we make use of it?

First, gather your troops and then:

1. Identify the challenge
Define the problem or opportunity in a brief statement that all can agree upon. Write it down in detail and summarize. Then fill the box in the problem summary/phrase on the left side.

2. Identify the major factors involved
There should be many factors that may contribute to the problem; man, method, policies, procedures, system, equipment, materials, external forces, etc. These are going to be your fishbone. Here are some guidance:
- The 6 M's bone recommended for manufacturing industry: Machine, Method, Materials, Measurement, Man and Mother Nature (Environment)
- The 8 P's bone recommended for administration and service industry: Price, Promotion, People, Processes, Place / Plant, Policies, Procedures & Product (or Service)
- The 4 S's bone recommended for service industry : Surroundings, Suppliers, Systems, Skills
But just have it your way. Your problem will certainly be unique so you may generate your own bones.

3. Brainstorm the possible causes
Held an open brainstorming session. No discussion as to the good quality of the idea and especially no negative comments are allowed. Have fun with it. The only discussion might concern under which brand to place the idea. Do it until you exhaust yourself and then move into discussion session.

4. Analyze and Finalize your Fishbone diagram
Now you can investigate the most likely causes further, depending on the complexity and importance of the problem. Don't forget to keep things positive, and don't drag it out. You and your friend are to select the three or five ideas you think have the most merit in defining the problem, causes, or opportunity. Rank them from most important to least important with numerical value of five, the next four, and so forth. The item with the highest total is the one your team has selected as having the most potential for defining or solving the problem or opportunity.

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