During a recent root cause analysis course, I noticed something striking. As soon as I started talking about methods to analyze problems in depth, I heard a slight resistance from participants.
“Why should we do this? We already know the cause, don’t we?” And yes, sometimes that was true. But there were also situations in which a problem had already been ‘solved’ several times… and yet kept returning. People kept fighting the same symptoms over and over again, without addressing the real source.
That brought me to a crucial question: What if you uncovered the real cause from the start? It would not only save you time and frustration but also provide lasting results.
A supporting tool that will help you do just that: the fishbone diagram.
What is the fishbone diagram?
To solve complex problems, you need a method that goes beyond ‘quick thinking’. That’s exactly why the fishbone diagram (also known as the Ishikawa diagram or cause-and-effect diagram) is so powerful.
The name says it all: the diagram resembles a fishbone. It starts with a clear formulation of the problem on the right – this is the ‘head’ of the fish. From there, several branches run to the left like ‘bones’, with each branch representing a category of possible causes.
Why is this visual structure so effective? Because it forces you to think systematically about all possible causes, instead of immediately going to the first solution that comes along.
How does the fishbone diagram work?
Do this exercise with all people involved in the problem. It will not only be helpful to find the root cause, but also enhance involvement in developing the solution(s).Follow these steps to make a fishbone diagram:
1. Define the problem
What exactly is the problem you want to analyze? Formulate it concretely and write it on the right side of your diagram, near the ‘head’ of the fish. For example: “Delay in production process” or “High customer dissatisfaction with support”.
2. Create clusters of causes
The ‘bones’ of the fish are the main categories of possible causes. Classic categories include:
- People (training, motivation, mistakes)
- Machine (defects, maintenance, settings)
- Material (quality, stock)
- Method (method, processes)
- Environment (working environment, external factors)
- Management (Control, measurements)
3. Brainstorm all possible causes per category
Under each main category, you list specific possible causes. Always ask yourself: What can contribute to this problem?
For example, if there is a production delay, the main category of Machine could contain causes such as ‘poor calibration’ or ‘too little preventive maintenance’.
4. Analyze the root causes
Not every cause mentioned is the real root cause. Use the “5x why” technique to dig deeper. For example, ask:
- Why is there a production delay? → The machine malfunctions.
- Why is the machine malfunctioning? → The settings are not correct.
- Why are the settings incorrect? → There is no set checklist for calibration.
And so you get to the core: a lack of a standard procedure, instead of ‘just bad luck’ with machines.
5. Address the root cause
Now that you have found the root cause, you can come up with a structural solution instead of a temporary fix. In our example? Implement a clear calibration checklist to keep the machine running at its best.
Case study
Let’s go back to the training I gave. One of the companies was struggling with a recurring problem: high customer dissatisfaction with the speed of their support department. They thought it was due to ‘slow employees’, but when we made a fishbone diagram, we discovered that:
- The internal knowledge base was outdated (Method)
- New hires didn’t get enough training (Human)
- The ticketing system was not set up properly (Machine)
By uncovering these root causes, the company was able to make concrete improvements that really solved the problem – and not just fought the symptoms.
Benefits and Pitfalls of the Fishbone Diagram
✅ Benefits:
✔ Forces you to think
✔ systematically and visually Helps you uncover✔ the
real causes of a problem Prevents you from getting stuck in symptom control
✔ Provides structured and lasting solutions
⚠ Pitfalls:
❌ Assuming too quickly that the first cause is
❌ the right one Only superficial brainstorming and not digging
❌ deep enough Not taking concrete actions after the analysis
The strength of the fishbone diagram lies in asking questions and thinking critically. Only when you are really at the core can you solve problems permanently.
Conclusion: Time to get started yourself!
Do problems in your organization keep coming back? Use the fishbone diagram to get to the core.
Do you want to learn to apply these kinds of methods better in your company? Contact Insightful and discover how you can implement real improvements with smart techniques.
🔎 Would you like to know more about process improvement and working efficiently? Book your free appointment here.