The document discusses the fish bone diagram as a vital tool for root cause analysis, highlighting its ability to visualize problems and their causes. It examines two case studies: the inefficient supply chain at People’s Hospital and customer dissatisfaction at a call center, both of which require corrective actions. The fish bone diagram is suggested as a method for identifying issues and facilitating strategic thinking in these scenarios.

1. Fish Bone
an analysis is the critical starting point
of strategic thinking

2. Root Cause Analysis
Fish Bone Diagram

3. Fish Bone Diagram
• A Root Cause Analysis tool
• It presents clear visualization for presenting issues to stakeholders
• A problem is displayed at the head of the fish.
• It allows us to see all causes of a problem simultaneously
• It can initiate further examples of root causes

4. Elements of Fish Bone Diagram
• Manpower – Human Resources
• Measurement – Quality Control
• Methods – Processes
• Materials – Supplies and Resources
• Machinery – Facilities and Equipment
• Mother Nature – Environment
• Management – Support

6. People’s Hospital
Inefficient supply chain management at People’s
Hospital jeopardized its reputation. The hospital was
facing issues as the supply chain was being coordinated
by too many people which often led to
overstocking/stock-outs and directionless employees.
As a result, the hospital was struggling to maintain its
reputation in the market.

7. Call Centre Concern
A leading call centre is facing challenges related to
customer dissatisfaction. The team has found AHT
(Average handling time) as one of the key reasons. The
management is looking forward to resolving the issue.
Create a Fish Bone Diagram and suggest corrective
actions.

8. Thank You