TECHNIQUE
DESCRIPTION
An analytical technique used to map the relationship between cause and effect.
WHEN TO USE IT
RESOURCES
1. Decide, specifically, what effect you want to analyse: for example, customer
complaints, staff management, communications, quality of service, etc.
EFFECT
Customer
Complaints
2. Using brainstorming or lateral thinking tools list all the causes, components and factors
that contribute to the effect.
Key point: everyone involved must agree on the definition of the effect, and the causes
of the effect.
1
3. Allocate major headings to categorise the list arising from the brainstorm: for example,
work practices, equipment, communication, induction, personnel, etc.
Work
Practices Communication EFFECT
Customer
Complaints
Equipment Personnel
You may wish to arrange the headings in chronological or process order: for example,
from materials purchased to point of inspection of finished products, as in the diagram.
4. Allocate the various causes, components and factors that contribute to the effect under
each key heading.
Purchase
Order Supply Assembly
Accuracy Delivery
Machinery
Forms Equipment
Billing Transport
Reduce
defect rate
to 2%
Staff
Morale Space Supervisors
System
5. Provide copies of the fishbone diagram to interested people and use their responses to
modify your analysis where required.