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Webinar: How to Use a Fishbone Diagram (Encore!)
The document details a webinar led by Elisabeth Swan on how to effectively use fishbone diagrams for process improvement, outlining definitions, when to use them, potential challenges, and best practices. Attendees are guided through constructing fishbone diagrams and the importance of identifying root causes rather than symptoms in problem-solving. The session emphasizes structured brainstorming methods and offers interactive elements to enhance learning, along with resources available for further education.
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Webinar: How to Use a Fishbone Diagram (Encore!)
- 1. How to UseA Fishbone Diagram Presented by Elisabeth Swan 1
- 2. About Our Presenter •Managing Partner at GoLeanSixSigma.com • Co-Author of The Problem-Solver’s Toolkit • Co-host of the Just-In-Time Café Podcast Elisabeth Swan /ElisabethSwan @ConsultSwan 2
- 3. How to Interact AnswerPolls!Ask a Question! 3
- 4. Where Are YouFrom? Share your location in the Chat area! 4
- 5. Our Mission andCore Values Mission: Revolutionize the way people learn process improvement—making it easy for everyone everywhere to build their problem-solving muscles 5 Cultivating Community We create an inclusive and positive space where people around the world connect with each other to learn and grow. Servant’s Heart At our core we are here to be of service to others as guides and teachers to encourage people’s success. Trailblazing Spirit We have the courage to challenge and inspire each other to create a constant state of awesomeness.
- 6. Learning Objectives After attendingthis webinar you’ll be able to: • Define a Fishbone Diagram • Describe when and where to use Fishbone Diagrams • Outline the sources of root cause ideas to populate Fishbone Diagrams • List the challenges encountered when using Fishbone Diagrams • Recognize best practices for building Fishbone Diagrams 6
- 7. Today’s Agenda • Whatis a Fishbone (aka Cause & Effect or Ishikawa) Diagram? • Why and when should we use a Fishbone Diagram? • What is the source of ideas for a Fishbone Diagram? • What are the 3 biggest Fishbone Challenges? • Tips & tricks for Fishbone Diagrams 7
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- 9. The “Y” Isa Function of the “Xs” Y = ƒ(x1, x2…xn) ? • X1, X2… • Input/Process • Independent • Cause • Garbage In The Y • Y • Output • Dependent • Effect • Garbage Out The Xs 9
- 10. Define Phase: ProcessWalks 10 A Ha!
- 11. Measure Phase: CollectData Time to Seat Customers - June 11
- 12. Analyze Phase: FindRoot Causes Time to Seat Customers - June 12 X X X
- 13. Webster’s Definition ofa Cause Something that brings about an effect or a result—trying to find the cause of the accident. “ ” 13
- 14. Bahama Bistro Y& Xs 14 Time to Seat Number of Items on the order # of items returned # of special request items Lunch Order Lead Time Y X X X X X Amount of food prepped
- 15. What Is aFishbone Diagram? Fishbone Diagram: aka “Ishikawa” or “Cause & Effect” is a way to visually categorize the sources of variation or potential causes to a problem. 15
- 16. Fishbones Have Layers Cause ofthe sym ptom Sub cause Symptom Cause ofthe Sym ptom RootCause CauseCategoryCause Category Symptom RootCauseSub cause 16
- 17. Poll #1 Question: What’syour experience with Fishbone Diagrams? A. Totally new to me B. I use them but not sure I’m using them effectively C. I know about them but don’t use them D. I use them all the time—great tools! 17
- 18. 3 Ways toConstruct Effect or Problem Standard Labels Affinitized Observations High-Level Map Steps 18
- 19. Manufacturing Categories Machine MethodMaterial Effect or Problem Manpower Measurement Mother Nature 19
- 20. Transactional Categories Systems ProcessForms Effect or Problem People Policies Place 20
- 21. 2. Affinity Analysis GroupA Group B Group C 21
- 22. Use Affinity Categoriesas Labels Menu Food Service 22 Category Food CategoryMenu CategoryFood Service
- 23. 3. SIPOC Steps Greet Customers Take Order Deliverto Kitchen Prep & Cook Order Plate Order Deliver Order 23
- 24. Fishbone Diagram Example GreetCustomers Take Order Deliver to Kitchen Variation in Lunch Order Lead Time Plate Order Deliver Order Prep & Cook Order 24
- 25. Poll #2 Question: Whichmethod do you use to build the Fishbone Diagram? A.I use the standard Manufacturing or Transactional labels B. I use the SIPOC steps as the labels C. I brainstorm and affinitize categories first D.I just pick labels that seem appropriate given the issue 25
- 26. Good Fishbones GoneBad Top 3 Issues: 1. Causes invented from thin air 2. Solutions masquerading as problems 3. Symptoms instead of causes 26
- 27. 1. Causes InventedFrom Thin Air Staff doesn’t sleep enough! It’s the weather! It’s new employees! It’s our suppliers! The stove is old! Time to Seat Customers - June 27
- 28. 2. Fishbone Trap:“Lack of…” Lack of TrainingLack of Automation Lack of Staff Lack of Inspection Lack of Procedures Category Category Category Category Category Category Lack of Money Why is this effect happening? 28
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- 30. How to Fix:Focus on the Issue •Lack of training ➔ •Lack of procedures ➔ •Lack of staffing ➔ • Lack of inspection ➔ Level of operator knowledge too low Procedures not being followed Workload doesn’t match staff level Customers are returning meals 30
- 31. Solutions Too Soon?Park’em Solution Parking Lot • Have Tracy do everything • Outsource the cooking • Get rid of Marketing • Close early • Switch to Italian food 31
- 32. 3. Symptoms Insteadof Causes Greet the Customer Take Order Deliver to Kitchen Variation in Lunch Order Lead Time Prepare Order Deliver OrderMake Order Time of day order taken Number of special requests Number of orders in queue Number of items on order Number of items on order Servers delay Time to prep Time to seat Wrong table 32
- 33. The 5 Whys 33 5Whys: The 5 Whys is a simple analysis technique that moves past symptoms by asking “why” until reaching the true root cause of an issue.
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- 35. Fishbone and 5Whys Distanceto w alk dow nstairs for restocks Kitchen notlaid outso it’seasyto getfood Am ountobtained during restocks Serversstopping to pick up food doingascourtesyto otherw aitstaff Servers Kitchen Layout Could lead to nested Fishbones Prep time varies Servers don’t turn the orders in right away ? ? ? ? Using old standard stock plan ? ? 35
- 36. Turn Into Measures& Collect Data • Level of operator knowledge ➔ • Procedures not being followed ➔ • Workload doesn’t match staff level ➔ • Customers returning meals ➔ # certifications, levels, years on job % of time procedures not followed # of man hours utilized % returned meals 36
- 37. # steps between stations Fishbone WithMetrics # sandwiches taking > 10 mins Variation in steps for pick- up process # delays in turning in orders # of items taking > 15 mins to cook % transactions stuck # staff allowed to use system “Not my job” thinking # wrong special orders # of steps to prep # steps required for restocking during rush Documentation Political Environment Servers Point-of-Sale Software Kitchen Layout Food Types Variation in Lunch Order Lead Time # staff cross- trained 37
- 38. Recap: Top 3Issues Why Good Fishbones Go Bad: 1. Causes invented from thin air 2. Solutions masquerading as problems 3. Symptoms instead of causes 38
- 39. Then What? • Fishboneis a structured brainstorming—not proof • Team decides where to focus • Must create hypothesis statements • Verification can take many forms • Depends on the process and issue 39
- 40. Too many steps between stations #items take too long to prepareSandwiches take > 10 mins Packaging process for pick-up varies Servers don’t turn in orders right away items take > 15 mins to cook Transactions get stuck Staff not allowed to use system “Not my job” thinking Clarity of instructions Special Orders # of steps to prep Restocking requires walking # steps during rush Documentation Political Environment Servers Point-of-Sale Software Kitchen Layout Food Types Why do food orders take so long for lunch customers? Use Multi-Voting to Narrow List 40
- 41. Validating Methods • Observethe cause • "Turn off” the Root Cause • Collect supportive data • Use Stat Tools to Test Hypothesis 41
- 42. Turning Root Cause“On” and “Off” • ”Neutralize” root cause • Does problem go away? Root Causes 42
- 43.
- 44. Use Box Plotsas Verification 44
- 45. Verify With aHypothesis Test 45
- 46. Poll #3 Question: What’syour experience with Fishbones “gone wrong”? A.They don’t “mine” the Process Walk “a ha’s,” maps, data, etc. B. They are populated with solutions C. They’re not paired with 5 Whys—symptoms only D.Root causes are not verified 46
- 47. Fishbone Tips &Tricks Build the Fishbone • Invite friends • "Bony” is good • Turn causes into measures—set up for verification Expand the Fishbone • Use 5 Whys • Avoid “lack of…”—Use Solution Parking Lot • Maintain/Update Fishbone—organizational knowledge Verify the Fishbone • Multi-vote and prioritize causes to research • Form hypothesis statements • Observe cause, “Turn cause off/on” • Verify with data 47
- 48. Today We Covered 48 •What is a Fishbone (aka Cause & Effect or Ishikawa) Diagram? • Why and when should we use a Fishbone Diagram? • What is the source of ideas for a Fishbone Diagram? • What are the 3 biggest Fishbone Challenges? • Tips & tricks for Fishbone Diagrams
- 49. Call to Action—FishboneParty! • Download the Fishbone Diagram Template (or use a flip chart or a white board) • Gather your team and relevant process participants (Get all the brains in the room) • Gather helpful information (Process Walk results, maps, data, charts and graphs) • Populate the Fishbone together— keep building • Use the 5 Whys to dig to root cause and verify! 49
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- 51. Lean Training &Certification Coupon Code: 20FISHBONE 20% discount on all courses! *Expires October 18, 2019 51
- 52. Go-Getter Membership 52 • Accessto all Single Modules ($337 value) • Access to Go-Getter Exclusive Webinars • Support Tools ($226 value) • 20% discount on ALL of your purchases! • Current course access extended (additional year) $199 for 1 year access
- 53. The Problem-Solver’s Toolkit 53 •Paperback and Kindle versions available on Amazon • The Problem-Solver’s Toolkit
- 54. Upcoming Webinar: October17, 11am PT Register today at GoLeanSixSigma.com/webinars We’ll select upcoming webinars based on your feedback, so please share your feedback on the survey at the end of close of this webinar. 54
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- 56. Thank You forJoining Us! More questions? Ask us at contact@goleansixsigma.com Click here to download free tools, templates, infographics and more! @GoLeanSixSigma/company/GoLeanSixSigma-com /GoLeanSixSigma 59