Problem solving use a fishbone diagram

1 problem solving fishbone technique
Use a Fishbone Diagram to attack
complex problems
One technique for analyzing complex problems that appear to have many interrelated causes is
called a "cause and effect" diagram or a Fishbone Diagram. Here are examples of how this problem-
solving technique works.
Editor's note: This article was originally published July 14, 2006.
Problems arise on many projects. A proactive project manager should have a set of problem
resolution techniques that can be applied in different instances. One technique for analyzing
complex problems that appear to have many interrelated causes is called a "cause and effect" diagram.
Because of its shape, this technique is also called a Fishbone Diagram. (Another name you might
hear for this technique is an Ishikawa Diagram. This is named for Professor Kaoru Ishikawa, a
Japanese professor who pioneered the diagram in 1943.) Some benefits of a Fishbone Diagram
include:
• It allows various categories of causes to be explored.
• It encourages creativity through a brainstorming process.
• It provides a visual image of the problem and potential categories of causes.
The following description and examples show how the problem-solving technique works. First,
describe the problem on the far right side of the diagram. This may be the actual problem or it may
be a symptom -- at this point you're not exactly sure.
Draw a long horizontal arrow pointing to the box. This arrow will serve as the backbone from
which further major and minor causes will be categorized and related.
(See Figure A.) Figure A
Identify potential causes and group them into major categories along the "bones" of the Fishbone
Diagram.
You should brainstorm to identify the major categories; at this point, you shouldn't be concerned if
there's disagreement about whether a category holds the potential cause -- just put them all up.
Make sure to leave enough space between the major categories on the diagram so that you can add
minor detailed causes in later.
stp sahid bintan kijang | habib – people
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(See Figure B.) Figure B
Continue to brainstorm the causes by looking at more detailed explanations for each of the major
cause categories identified above.
The team should ask whether each category is a cause, or if it is a symptom. If it's a symptom, try to
identify the more detailed causes on slanted lines that hook up to the appropriate major category
lines.
(See Figure C.) Figure C
Sometimes, the detailed causes will have other, more granular causes coming off of them. If so,
connect additional lines to the detailed lines. Three levels of detail is usually the practical limit for
this diagram.
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When you finish brainstorming major causes/symptoms and more detailed causes and symptoms,
the team can begin analyzing the information. Evaluate each major cause and the potential detailed
causes associated with it.
Remember that the original list was compiled by brainstorming where all ideas are included. Now,
you must determine which items seem more likely to be the cause (or one of the causes). Circle the
items that are most likely and need to be investigated further.
If there's not an obvious consensus on the top areas to investigate, use some sort of voting system
to formally narrow down the top choices with the biggest chance of success. For each item circled,
discuss how the item impacts the problem.
Once you circle the causes that appear to be the most likely, you should create an action plan for
attaching these causes. This will most likely involve some high-level actions and assigning the cause
to a team member to be analyzed outside of the meeting.
Remember that this technique is used for complex problems with multiple causes and allows you to
identify potential causes for the problem and determine which ones are most likely to be resolved.
Problem-solving techniques for a
high-performance team
While most people associate lean with tools and principles such as value stream mapping, one-piece
flow, kanban, 5-S, Total Productive Maintenance and kaizen events, few people think about the
more mundane aspects of lean. Problem solving is one of the keys to a successful lean
implementation because it empowers all of those involved.
Lean manufacturing has a unique way of solving problems. It does not just look at the effect of the
problem and try to cover it with a Band-Aid. Rather, the root cause of the problem is identified and
the root cause, as well as all contributing factors, is eliminated from the system, process or
infrastructure in order to permanently solve the problems.
What is the difference in these two approaches? Simple, when you find and rectify the root causes,
the problem will be solved forever. Even other problems occurring due to these root causes will be
eliminated in this effort.
It is very clear now that we must find out the root causes of the problems before we think about
rectifying them in lean manufacturing environments. So, how should we do this? What are the tools
available to perform these tasks? Let’s look at what problem solving is about.
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We’ll begin by asking the question: “What is a problem?” A good definition of a problem is a variation
from a recognized standard. In other words, you need to know how things should be before you can
recognize a possible cause for them not being that way. After a problem has been recognized, a
formal problem-solving process should be applied.
High performance work teams typically use four problem-solving tools:
1. Plan, Do, Check, Act (PDCA)
2. 5-Why Analysis
3. Ishakawa (Fishbone) Diagram
4. Simplified Failure Modes and Effects Analysis (SFMEA)
Plan, Do, Check, Act (PDCA)
The Deming PDCA cycle provides effective guidelines for successful problem solving. The cycle
includes:
Plan
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Clearly Define the Problem (P1)
“A problem clearly stated is a problem half solved”. Although it seems like a trivial step, the team should
not take this step lightly. It is important to begin this problem-solving journey with a clear, concise
problem statement.
If this is not done properly, it could lead to one of the following: excessive time in cause
identification due to a broad problem statement, predisposing the team to a particular solution, or
problem solving turns into solution implementation rather than root-cause identification and
remedy.
Collect Evidence of Problem (P2)
This activity focuses on obtaining information/data to clearly demonstrate that the problem does
exist. In the case of team problem solving, this should be a quick exercise since the reliability
engineering function must have been looking at data in order to create the team.
The output of this activity will be a list of evidence statements (or graphs) to illustrate that the
problem exists, its size and the chronic nature of it.
Identification of Impacts or Opportunities (P3)
This part of the Plan segment focuses on identifying the benefits if this problem solving is
successful. This activity needs to be thought of in two different perspectives because Project Team
work can take the form of control work, e.g. fixing a problem that stands in the way of expected
results or pure improvement (attempting to take results to a new level of performance).
In each case the output of this activity will be a list of statements. The impact statements and
opportunity statements should be stated in terms of loss of dollars, time, “product”, rework,
processing time and/or morale.
Measurement of Problem (P4)
Before problem solving proceeds, it is important for the team to do a quick check on the issue of how
valid or reliable the data is on which the team is making the decision to tackle the problem. For the
parameter(s) that are being used as evidence of the problem, is there any information known by the
team that would question the validity, accuracy or reliability of the data?
This question should be examined whether we are relying on an instrument, a recorder or people to
record information or data. If the team suspects that there are significant issues that “cloud” the data,
then these measurement problems need to be addressed, fixed and new measures obtained before
proceeding with the other segments of PDCA.
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Measure(s) of Effectiveness (P5)
At this point, the team needs to identify how they intend to measure success of their problem-
solving efforts. This is one of the most important steps in PDCA and one that certainly
differentiates it from traditional problem solving. The strategy is to agree on what and how, to
obtain the benchmark “before” reading, perform the PDCA activities and re-measure or obtain the
“after” measure. At that point, the team will need to decide whether they need to recycle through
PDCA in order to achieve their pre-stated objective.
Do
Generate Possible Causes (D1)
To avoid falling into the mode of solution implementation or trial and error problem solving, the
team needs to start with a “blank slate” and from a fresh perspective lay out all possible causes of
the problem.
From this point, the team can use data and its collective knowledge and experience to sort through
the most feasible or likely major causes. Proceeding in this manner will help ensure that the team
will ultimately get at root causes of problems and won’t stop at the treatment of other symptoms.
The best tool to facilitate this thinking is the Cause and Effect Diagram done by those people most
knowledgeable and closest to the problem.
Broke-Need-Fixing Causes Identified, Worked On (D2)
Before proceeding to carry out either an Action Plan (for Cause Remedies) or an Experimental Test
Plan, there are often parts of the process that are “broke”. This could take on many different forms.
Write Experimental Test or Action Plan (D3/4)
Depending upon the type of problem being worked on, the PDCA strategy will take one of two
different directions at this point. The direction is based on whether it is a “data-based” problem or
“data-limited” problem. Shown in the table below is the distinction between these two strategies and
in particular, the difference between an Action Plan and Experimental Test Plan.
Note that in some cases, it will be necessary to use a combination of Action Plans and Experimental
Test Plans. That is, for some cause areas an Action Plan is appropriate and for other causes within
the same problem, carrying out an Experimental Test Plan is the best route.
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Write Action Plan for Cause Remedies (D3)
In order to get to the point of writing the Action Plan, the team needs to brainstorm possible
solutions or remedies for each of the “cause areas” and reach consensus on the prioritized solutions.
This work can be carried out as a team or split into sub-teams.
Either way, the entire team will have to reach agreement on proposed remedies and agree to the
Action Plan. The Action Plan will be implemented in the Check segment.
Write Experimental Test Plan (D4)
The Experimental Test Plan is a document which shows the experimental test(s) to be carried out.
This will verify whether a root cause that has been identified really does impact the dependent
variable of interest. Sometimes this can be one test that will test all causes at once or it could be a
series of tests.
Note: If there is a suspicion that there is an interaction between causes, those causes should be
included in the same test.
The Experimental Test Plan should reflect:
• Time/length of test
• How the cause factors will be altered during the trials
• Dependent variable (variable interested in affecting) of interest
• Any noise variables that must be tracked
• Items to be kept constant
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Everyone involved in the Experimental Test Plan(s) should be informed before the test is run. This
should include:
• Purpose of the test
• Experimental Test Plan (details)
• How they will be involved
• Key factors to ensure good results
When solutions have been worked up, the team should coordinate trial implementation of the
solutions and the “switch on/off” data analysis technique.
Resources Identified (D5)
Once the Experimental Test Plan or the Action Plan is written, it will be fairly obvious to the team
what resources are needed to conduct the work. For resources not on the team, the team should
construct a list of who is needed, for what reason, the time frame and the approximate amount of
time that will be needed. This information will be given to the Management Team.
Revised PDCA Timetable (D6)
At this point, the team has a much better feel for what is to be involved in the remainder of its
PDCA activities. They should adjust the rough timetables that had been projected in the Plan
segment. This information should be updated on the team Plan, as well as taken to the Management
Team.
Management Team Review/Approval (D7)
The team has reached a critical point in the PDCA cycle. The activities they are about to carry out
will have obvious impact and consequences to the department. For this reason, it is crucial to make
a presentation to the Management Team before proceeding. This can be done by the team leader or
the entire team. The content/purpose of this presentation is:
• Present team outputs to date
• Explain logic leading up to the work completed to date
• Present and get Management Team approval for
− Measure of Effectiveness with “before” measure
− Priority causes
− Action Plan (for Cause Remedies) or Experimental Test Plan
− Revised PDCA timetable
Check
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Carry out Experimental Test or Action Plan (C1/C2)
Depending upon the nature of the problem, the team will be carrying out either of these steps:
Conduct Experimental Test Plan(s) to test and verify root causes or
Work through the details of the appropriate solutions for each cause area. Then, through data, verify
to see if those solutions were effective.
Carry out Action Plan (C1)
In the case of Action Plans, where solutions have been worked up and agreed to by the team, the
“switch on/switch off” techniques will need to be used to verify that the solutions are appropriate
and effective. To follow this strategy, the team needs to identify the dependent variable – the
variable that the team is trying to impact through changes in cause factors.
Carry out Experimental Test Plan (C2)
During the Check segment, the Experimental Tests to check all of the major prioritized causes are
to be conducted, data analyzed and conclusions drawn and agreed to by the team.
Analyze Data from Experimental or Action Plan (C3)
Typically, one person from the team is assigned the responsibility to perform the analysis of the data
from the Test Plan. When necessary, this person should use the department or plant resource
available to give guidance on the proper data analysis tools and/or the interpretation of outputs. The
specific tools that should be used will depend upon the nature of the Test Plan.
Decisions-Back to Do Stage or Proceed (C4)
After reviewing the data analysis conclusions about the suspected causes or solutions that were
tested, the team needs to make a critical decision of what action to take based on this information.
Implementation Plan to Make Change Permanent (C5)
The data analysis step could have been performed in either of the following contexts:
• After the Action Plan (solutions) was carried out, data analysis was performed to see if the
dependent variable was impacted. If the conclusions were favorable, the team could then go
on to develop the Implementation Plan.
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• The Experimental Test Plan was conducted; data was analyzed to verify causes. If the
conclusions were favorable (significant causes identified), the team must then develop
solutions to overcome those causes before proceeding to develop the Implementation Plan.
(e.g., It was just discovered through the Test Plan that technician differences contribute to
measurement error.)
Force Field on Implementation (C6)
Once the Implementation Plan is written, the team should do a Force Field Analysis on factors
pulling for and factors pulling against a successful implementation – success in the sense that the
results seen in the test situation will be realized on a permanent basis once the solutions are
implemented.
Management Team Review/Approval (C7)
The team has reached a very critical point in the PDCA cycle and needs to meet with the
Management Team before proceeding. This meeting is extremely important, because the team will
be going forward with permanent changes to be made in operations. The Management Team not
only needs to approve these changes but also the way in which they will be implemented.
Act
Carry out Implementation Plan (A1)
If the team has written a complete, clear and well thought through Implementation Plan, it will be
very obvious what work needs to be done, by whom and when to carry out the Act segment of the
PDCA cycle.
The team should give significant attention to assure communications and training is carried out
thoroughly, so department members will know what is changing, why the change is being made and
what they need to do specifically to make implementation a success.
Post-Measure of Effectiveness (A2)
After all changes have been made and sufficient time has passed for the results of these changes to
have an effect, the team needs to go out and gather data on all of the Measures of Effectiveness.
The data then needs to be analyzed to see if a significant shift has occurred.
Analyze Results vs. Team Objectives (A3)
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In the previous step, the team looked at whether the Measure(s) of Effectiveness had been impacted
in any significant way by the permanent implementation of the changes. The team cannot stop here.
If the answer to that question is favorable, then the team needs to verify if the amount of
improvement was large enough to meet the team objective.
Team Feedback Gathered (A4)
Once the team decision has been made that the PDCA cycle has been successfully completed (based
on Measure of Effectiveness change), the team needs to present this information to the
Management Team. Before this is done, the team leader needs to gather feedback from the team.
This feedback will be in the form of a questionnaire that all team members (including the team
leader) should fill out. The results will be tallied by the team leader and recorded on form A3.
Management Team Close-out Meeting (A5)
Before disbanding, the team needs to conduct a close-out meeting with the Management Team. The
major areas to be covered in this meeting are:
• Wrap up any implementation loose ends
• Review Measure of Effectiveness results, compare to team objective
• Ensure team documentation is complete and in order
• Share team member feedback on team experiences (standardized forms and informal
discussion)
5-Why Problem Solving
When you have a problem, go to the place where the problem occurred and ask the question “Why”
five times. In this way, you will find the root causes of the problem and you can start treating them
and rectifying the problem.
5-Why analysis is a technique that doesn’t involve data segmentation, hypothesis testing, regression
or other advanced statistical tools, and in many cases can be completed without a data collection
plan. By repeatedly asking the question “Why” at least five times, you can peel away the layers of
symptoms which can lead to the root cause of a problem.
Here is a simple example of applying the 5-Why analysis to determine the root cause of a problem.
Let’s suppose that you received a large number of customer returns for a particular product. Let’s
attack this problem using the five whys:
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1. Question: Why are the customers returning the product?
Answer: 90 percent of the returns are for dents in the control panel.
2. Question: Why are there dents in the control panel?
Answer: The control panels are inspected as part of the shipping process. Thus, they must
be damaged during shipping.
3. Question: Why are they damaged in shipment?
Answer: Because they are not packed to the packaging specification.
4. Question: Why are they not being packed per the packaging spec?
Answer: Because shipping does not have the packaging spec.
5. Question: Why doesn’t shipping have the packaging spec?
Answer: Because it is not part of the normal product release process to furnish shipping with
any specifications.
Using the five whys in this case revealed that a flaw in the product release process resulted in
customers’ returning of a product.
Ishikawa Diagram
In some cases, a problem can be due to more than one root cause or may have multiple forcing
functions that either singularly, or in combination, will result in the problem.
The 5-Why process may not provide the ability to address these more complex problems. The
pictorial representation of this root cause analysis can be achieved using an Ishikawa or Cause and
Effect Diagram. Because of its shape, this process is also called a Fishbone Diagram. This helps people
communicate the root cause and the potential contributing factors and/or forcing function in a
simple, straightforward graphic format.
This method is very clear way of representing the relationship between the root cause of the
problem and all of the possible factors that may be associated with the problem.
The Cause and Effect Diagram or Fishbone Diagram is a graphical tool for identifying the
relationship between a problem and its potential causes. One of the most effective ways of
constructing such a diagram is to brainstorm potential causes in a team environment. For example, a
cause and effect diagram might be used to determine possible causes of a recurring defect in a
manufacturing process.
The Fishbone Diagram is drawn to resemble the skeleton of a fish, with the issue (problem or
process condition) on the right side. The major cause categories are written in the boxes on the left
side of Cause and Effect Diagram. Summarize the major causes under the categories. These
categories are usually Methods, Measurements, Machines, Materials and People.
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Under each category, identify potential causes for the problem relating to the category. For example,
if the fact those incorrect parts are being delivered to the assembly is a potential cause for the
problem being addressed, that would be listed as a branch under “Materials.”
Both Fishbone Diagrams and the Five Why analysis are simple, very useful methods for problem
solving. One of the first steps to creating a Lean culture is to turn every employee into a problem
solver. This should begin with teaching the use of “The Five Why’s” on a regular basis.
Simplified Failure Modes and Effects Analysis
Simplified Failure Modes and Effects Analysis (SFMEA) is a top-down method of analyzing a
design, and is widely used in industry. In the U.S., automotive companies such as Chrysler, Ford and
General Motors require that this type of analysis be carried out.
There are many different company and industry standards, but one of the most widely used is the
Automotive Industry Action Group(AIAG). Using this standard you start by considering each
component or functional block in the system and how it can fail, referred to as failure modes. You
then determine the effect of each failure mode, and the severity on the function of the system.
Then you determine the likelihood of occurrence and of detecting the failure. The procedure is to
calculate the Risk Priority Number, or RPN, using the formula:
RPN = Severity × Occurrence × Detection
The second stage is to consider corrective actions which can reduce the severity or occurrence, or
increase detection. Typically, you start with the higher RPN values, which indicate the most severe
problems, and work downwards. The RPN is then recalculated after the corrective actions have
been determined. The intention is to get the RPN to the lowest value.
Conclusion
These four tools can be effectively utilized by natural work teams to resolve most problems that
could confront them as part of their day-to-day activities.
None require special skills. Instead, they rely on native knowledge, common sense and logic. The
combined knowledge, experience and skills of the team is more than adequate for success.
Daily problem-solving tips in a lean organization:
• Keep what may seem like ‘little problems’ from adding up and becoming big problems in the
future. The only way to work on tomorrow’s problems is to work on the problems today
while they are still small.
• Use visual management and standard work tools to catch problems before they start adding
up.
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• Build the skills, tools and systems needed to deal with those problems as soon as possible.
• Start using 5-Why analysis. Continue asking “Why?” at different stages in order to dig deeper
into the root cause of a problem.
• Use Plan-Do-Check-Act, or PDCA. Without fully understanding the cause of what is
happening in a situation, an organization will not have the control in its processes in order to
sustain lean.
• Understand that the small problems are a valuable contribution for future results.
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Problem solving use a fishbone diagram

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