Root cause analysis (RCA) is one of many quality improvement approaches used to identify, understand and resolve any root causes of problems or incidents. It is basically a problem-solving technique.
RCA is a relatively new methodology that is continually evolving. Like most Quality Improvement approaches it is not magic; “there is no silver bullet”. It is the application in a different way of a series of well known, common sense
techniques which used in a different combination can produce a systematic, quantified and documented approach to the identification, understanding and resolution of underlying causes of under achieved quality in organizations.
Below is a definition, which encapsulates the main points of this technique:
“An objective, thorough and disciplined methodology employed to determine the most probable underlying causes of problems and undesired events within an organization with the aim of formulating and agreeing corrective actions to at least mitigate
if not eliminate those causes and so produce significant long-term performance improvement.”
To enable participants to:
**All webinars/trainings are held via Zoom.
Understand what is the “Root Cause Analysis methodology"
Implement and employ the basic techniques in Root Cause Analysis (RCA)
Identify where RCA can be used for best effect
Motivate the RCA team to provide real, tangible solutions to what appears to be intractable quality problems.
Train others in the RCA methodology
Problem identification - Understanding the strategies for fact gathering will include looking at customer complaints, interrogating the accounts including credit records, interviews, workshops etc.
Problem description - Understanding the criteria for including problems in the analysis need to be fully understood. These will include the use of flowcharts, critical incident, purpose and application matrices and problem understanding
Cause analysis – Use of cause analysis tools to identify the root cause of the problem. RCA tools that may be used are histograms, Pareto charts, affinity diagrams, cause and effect charts, matrix diagrams and the “five whys” or the
“why, why” chart. Some but not all of these would be used according to their suitability in particular circumstances.
Solution development - Potential solutions need to be developed and presented for the decision makers and the comparative benefits and cost effectiveness of all prevention options shown.
DR. FLOR M. GLINOGA, PMP, MBB, CPHR
Internationally Recognized Management and HRD Consultant