View source for Real-Time Cause and Effect Fishbone

[[Category:Resource Optimization Center]]
==Cause and Effect Fishbone Diagram==
[[file:ROC-Cause and effect diagram.jpg|thumb|200px|right|Cause and Effect Fishbone]]
'''[http://en.wikipedia.org/wiki/Ishikawa_diagram Ishikawa diagrams]''' (also called '''fishbone diagrams''' or '''cause-and-effect diagrams''') are diagrams that show the causes of a certain event. Common uses of the Ishikawa diagram are product design and quality defect prevention, to identify potential factors causing an overall effect.<ref>Wikipedia: Ishikawa diagram http://en.wikipedia.org/wiki/Ishikawa_diagram</ref>

The ROC's use of the Real-Time Cause and Effect Diagram allows consistent diagnosis of what factors are causing service level objectives to not be met, when thresholds have been broken.  The diagram paths have 4 major categories which lead to a miss of service level:

* Poor Line Adherence
* Actual Volume Does Not Match Forecast Volume 
* Scheduled Line Does Not Match Arrivals
* Average Handle Time Longer than Forecast

Each category has a subset of likely suspects which lead to the major cause.  Example: for '''Actual Volume Does Not Match Forecast Volume''', the root cause could be tied to a wide range of events.  One example would be a marketing program that was not known or taken into consideration when the forecast was generated.  A completely different cause would be a mis-calculation on call reduction initiatives.

==Sample Diagnostic Reports==
[[Diagnostic Reports]]

==Notes==
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