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What happens in your organization when an error is identified or a process produced unexpected results? How do you go about correcting the issue?
If your answer is that your organization simply corrects the error/outcome, has the issue been truly addressed? Have you spared your organization from similar issues occurring in the future?
A way to ensure that you eradicate the issue is by identifying and addressing through the application of “root cause analysis” (RCA) to determine what is driving the issue. Without understanding and addressing the root cause, future like issues will continue to occur. RCA is a method of problem solving intended to define the issue, understand what has caused it, and most importantly remediate the underlying cause in order to prevent future like incidents. An RCA performed properly provides you the means to identify the breakdown (e.g., processes, people, and/or systems) that resulted in the issue and how to prevent it in the future. The purpose of an RCA is to find out what happened, why it happened, and make changes to prevent future occurrences. The best way to determine the root cause is to ask the “5 Whys.” By repeatedly asking the question “why” (five is a good rule of thumb), you peel away the layers of symptoms and get to the root cause of the issue. Once the root cause is known, defining an appropriate solution becomes much easier. This technique was created by Sakichi Toyoda, the founder of Toyota, during the evolution of its manufacturing methodologies.
In general, there are three basic root causes:
The following is a high-level approach to conducting a root cause analysis:
Conducting a root cause analysis is a critical aspect of problem-solving, and Schneider Downs’ Risk Advisory Services practice can assist your process by conducting or advising on a root cause analysis or advising on related matters. Our risk advisory professionals are six sigma certified have experience helping organizations with these activities. Contact us to find out how we can help your organization with root cause analysis and issue management solutions.
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