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