Anda di halaman 1dari 2

FISHBONE

TECHNIQUE

DESCRIPTION

An analytical technique used to map the relationship between cause and effect.

WHEN TO USE IT

The fishbone technique can be used in a variety of situations to:

• identify the causes of problems or defects in a process


• evaluate the factors which contribute to a negative situation
• map out the complexity of a specific problem or situation
• provide an understanding of the inter-related factors that influence a process
• provide an understanding of a particular problem or situation

RESOURCES

• key people involved in the issue/problem


• workplace free from interruptions
• whiteboard, flipchart and pens
• enough time to work through the issues; normally a minimum of two hours

ANALYZING CAUSE AND EFFECT: THE FISHBONE TECHNIQUE

To analyse the relationship between causes and effect:

1. Decide, specifically, what effect you want to analyse: for example, customer
complaints, staff management, communications, quality of service, etc.

This effect becomes the fish-head. For example:

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

Use as many headings as are appropriate (4-8 are usually adequate).

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.

You may then end up with a specific example, such as:

Purchase
Order Supply Assembly

Accuracy Delivery
Machinery

Forms Equipment
Billing Transport
Reduce
defect rate
to 2%
Staff
Morale Space Supervisors
System

Communication Packaging Training

Manufacture Storage Inspection

5. Provide copies of the fishbone diagram to interested people and use their responses to
modify your analysis where required.

Anda mungkin juga menyukai