This will help get you to the true drivers of a problem. For each cause identified, continue to ask “why does that happen?” and attach that information as another bone of the category branch. Once you have the branches labeled, begin brainstorming possible causes and attach them to the appropriate branches. You should feel free to modify the categories for your project and subject matter. Table 1: Fishbone Suggested Categories Service Industries The categories you use are up to you to decide. These branches are labeled with different categories. The rest of the fishbone then consists of one line drawn across the page, attached to the problem statement, and several lines, or “bones,” coming out vertically from the main line. The team should agree on the statement of the problem and then place this question in a box at the “head” of the fishbone. To construct a fishbone, start with stating the problem in the form of a question, such as “Why is the help desk’s abandon rate so high?” Framing it as a “why” question will help in brainstorming, as each root cause idea should answer the question. Because people by nature often like to get right to determining what to do about a problem, this can help bring out a more thorough exploration of the issues behind the problem – which will lead to a more robust solution. The fishbone has an ancillary benefit as well. It is particularly useful in a group setting and for situations in which little quantitative data is available for analysis.

The fishbone will help to visually display the many potential causes for a specific problem or effect. One way to capture these different ideas and stimulate the team’s brainstorming on root causes is the cause and effect diagram, commonly called a fishbone. When utilizing a team approach to problem solving, there are often many opinions as to the problem’s root cause.

Ishikawa diagram template