Unlocking Operational Efficiency: Root Cause Analysis (RCA) & Fishbone Diagram in Facilities Management
1. Introduction
In the dynamic world of Facilities Management (FM), reactive firefighting can no longer sustain optimal performance. Maintenance backlogs, equipment breakdowns, and occupant complaints often stem from recurring root problems. To break this cycle, facility managers must shift toward proactive problem-solving, and this is where Root Cause Analysis (RCA) and the Fishbone Diagram (also known as the Ishikawa Diagram) become essential tools.
These methodologies help FM professionals identify the underlying causes of persistent problems, reduce operational downtime, and drive continuous improvement.
2. What is Root Cause Analysis (RCA)?
Root Cause Analysis (RCA) is a structured method used to identify the true source of a problem, rather than just addressing its symptoms. In facilities management, RCA is used to investigate issues like:
Frequent HVAC failures
Energy inefficiencies
Safety incidents
Poor tenant satisfaction
Non-compliance with preventive maintenance schedules
The 5 Whys Technique
A common RCA tool is the “5 Whys”, where you ask “why?” repeatedly (typically five times) to drill down to the root cause.
Example:
Problem: The chiller is overheating.
Why? → The condenser pump failed.
Why? → It was not properly lubricated.
Why? → The maintenance team missed the lubrication cycle.
Why? → The CMMS did not generate a work order.
Why? → The CMMS schedule was incorrectly set.
👉 Root Cause: Incorrect configuration of CMMS scheduling, not just a mechanical failure.
What is the Fishbone Diagram?
The Fishbone Diagram (also known as the Ishikawa Diagram) is a visual tool used during RCA to categorize potential causes of a problem. It's called “fishbone” because its shape resembles a fish skeleton.
Typical Fishbone Categories in FM:
People – Human error, lack of training, staffing issues
Process – Inefficient procedures, lack of SOPs
Equipment – Asset reliability, wear and tear
Materials – Poor quality supplies, unavailable spare parts
Environment – Weather, lighting, noise, temperature
Management – Budgeting, decision-making, poor planning
How It Works:
Start with a clear problem statement at the head of the fish.
Draw the main bones (categories) branching out.
Brainstorm potential causes under each category.
Investigate and analyze which causes are most likely and actionable.
4. Why RCA & Fishbone Matter in Facilities Management
Preventive & Predictive Maintenance Enhancement
By identifying systemic causes of failure, you can redesign PPM schedules to address issues before they result in breakdowns.
Energy Efficiency Optimization
Energy waste in HVAC systems, lighting, and automation systems often stems from poor control logic, untrained users, or faulty sensors—issues that RCA helps uncover.
Improved Compliance and Safety
Frequent safety incidents or non-compliance with ISO standards (e.g., ISO 41001, ISO 14001) can be traced back to root issues like unclear procedures or lack of staff training.
Cost Control
RCA enables smarter OPEX and CAPEX spending by addressing recurring issues that would otherwise consume maintenance budgets
5. Real-World FM Example: RCA + Fishbone in Action
Case: Escalator Downtime in a Retail Mall
Problem: Escalators experience unplanned downtime 3 times/month.
Fishbone Analysis:
People: Cleaning crew using excessive water
Process: No SOP for cleaning mechanical equipment
Equipment: Ingress protection rating not suitable for exposed equipment
Environment: High humidity due to proximity to open-air entrance
Management: No training provided to janitorial staff
Root Cause Identified: Lack of proper SOPs and staff training led to misuse of cleaning methods.
Corrective Actions:
Develop and enforce SOPs for escalator cleaning
Provide FM-focused training to janitorial teams
Adjust equipment IP rating or add protective enclosures
Result: Downtime reduced by 80% over the following quarter.
6. Integrating RCA into Your FM Strategy
To get the best out of RCA and the Fishbone method in FM:
Document incidents consistently
Use CMMS systems to record and track failures
Conduct RCA workshops with cross-functional teams
Incorporate RCA findings into your SOPs and training plans
Monitor the effectiveness of corrective actions using KPIs
7. Conclusion
In today’s data-driven, cost-sensitive FM environment, relying on surface-level fixes is no longer viable. Root Cause Analysis and the Fishbone Diagram empower FM professionals to dig deep, uncover the true causes of problems, and implement solutions that bring long-term value to operations, safety, and client satisfaction.
Investing in these analytical tools will optimize operational efficiency, reduce maintenance costs, and build a culture of continuous improvement across your facility.
📚 References
International Facility Management Association (IFMA). Root Cause Analysis Techniques in Facility Operations.
https://www.ifma.org
American Society for Quality (ASQ). Fishbone Diagram Tutorial.
https://asq.org/quality-resources/fishbone
ISO. ISO 41001:2018 Facility management — Management systems — Requirements with guidance for use.
https://www.iso.org/standard/68067.html