Cause-and-effect diagrams are used to determine whether the process studied has the potential to lead to the achievement of sustainable quality of the logistics service. The achievement of the planned results in accordance with the approved objectives and policies for the expected quality of the logistics processes and the application of the logistics approach in management can be managed by applying the Cause-and-effect diagram, or Ishikawa method. The main objective of this analysis is the application of the method in logistics operations for the decision-making process by the senior management of the organisation where the method is applied, where the decisions should be adequate to the cause and effects. The application of the expert method is sought through achievement of consensus among the members of the team engaged with the composition of the diagram. The results of the study confirm that the studied problem is affected by a number of causes, however, the application of the method in logistics organisations can help determine which of the multiple factors have a significant or less significant contribution.