- 1. American Meridian UniversityUnderstanding a Fishbone Cause
and Effect DiagramPart of The American Meridian University Series
On Quality Systems Management ToolsProfessor Sharon L. Burton,
Director of Publishing Initiatives, American Meridian
UniversityandDr. Bob Gee, Founder, American Meridian
University
2. Learning ObjectivesAt the end of this video users should be
able to: Articulate the usage of a Fishbone - Cause and Effect
Diagram Explain how to develop a Cause and Effect Diagram
Demonstrate the development of a Cause and Effect Diagram American
Meridian University, 06/02/2014 www.amu-edu.com 2 3. What is a
Fishbone Cause and Effect Diagram?Fishbone Cause and Effect
Diagram: Is a causal diagram created by Kaoru Ishikawa (1968)
thatillustrate the reasons/causes of a particular event Helps the
user review the larger picture through analyzing allforces
influencing the change and weighing the driving forces(positives)
and restraining forces (negatives) for planned change American
Meridian University, 06/02/2014 www.amu-edu.com 3 4. What is the
Value of a Cause and EffectDiagram?Through understanding the causes
and the effect,fishbone analysis visually communicate the
issuesimpacting a particular concern. American Meridian University,
06/02/2014 www.amu-edu.comEffectCauses4 5. What is the Value of a
Cause and EffectDiagram Analysis?By understanding the cause and
effect analysis, users can: Study an issue/concern to ascertain a
root cause Investigate and analyze all possible reasons a process
may haveglitches, setbacks, and breakdowns Identify topics for data
collection Determine the reason a process is not performing
properly Ascertain the reason a process is not producing the
desired result American Meridian University, 06/02/2014
www.amu-edu.com 5 6. Creation Time to Allot for the Cause and
EffectDiagramFrom Start to Finish Allow 5 hours: Data Collection:
1-3 hours Diagramming the Fishbone: 1 hour Walking through Fishbone
with Stakeholders: 1 hour American Meridian University, 06/02/2014
www.amu-edu.com 6 7. How to Develop a Fishbone Diagram? Include key
stakeholders and documents (i.e., surveys, customer letters, etc.)
Determine idea-generating tactics to gather information/data
(i.e.,brainstorming, data mapping, etc.) Ask questions such as: For
each factor, what are the issues, processes, services,that are
affecting customer service? What is happening with each
factor/cause? Learn the sub-factors and document them Highlight
items that appear in more than one cause American Meridian
University, 06/02/2014 www.amu-edu.com7 8. How to Develop a Cause
and Effect Diagram?EffectCauses American Meridian University,
06/02/2014 www.amu-edu.com2. Spines1. Head3. Causes8 9. How to
Develop a Cause and Effect Diagram?Low
CustomerSatisfactionProcessInconsistencyLow Enrollment/Low
SalesDelay in Servicing InequityStudents
NeedsSystemReliabilityDecreasedCustomer LifetimeValue American
Meridian University, 06/02/2014 www.amu-edu.com1. Document the
Effect2. Document the Causes9 10. How to Develop a Cause and Effect
Diagram? American Meridian University, 06/02/2014
www.amu-edu.comLow CustomerSatisfactionLow Enrollment/Low
SalesSystemReliabilityProcessInconsistencyDelay in Servicing
InequityStudents NeedsDecreasedCustomer LifetimeValueSub-causes10
11. BibliographyArvanitoyannis, I. S., & Varzakas, T. H.
(2007). A conjoint study of quantitative andsemi-quantitative
assessment of failure in a strudel manufacturing plant by meansof
FMEA and HACCP, Cause and Effect and Pareto diagram. International
JournalOf Food Science & Technology, 42(10), 1156-1176.
doi:10.1111/j.1365-2621.2006.01301.xClary, R., & Wandersee, J.
(2010). Fishbone diagrams: Organize reading content with a"Bare
Bones" strategy. Science Scope, 33(9), 31-37.Desai, M. S., &
Johnson, R. A. (2013). Using a fishbone diagram to develop
changemanagement strategies to achieve first-year student
persistence. SAM AdvancedManagement Journal (07497075), 78(2),
51-63.Li, S., & Lee, L. (2011). Using fishbone analysis to
improve the quality of proposals forscience and technology
programs. Research Evaluation, 20(4),
275-282.doi:10.3152/095820211X13176484436050 American Meridian
University, 06/02/2014 www.amu-edu.com 11 12. Visit American
Meridian UniversityThank you for reviewing this educational
material.American Meridian Universityhttp://www.amu-edu.com/We
welcome your questions and comments. American Meridian University,
06/02/2014 www.amu-edu.com 12