Guide To Conducting Root Cause Analysis – Steps, Techniques & Examples

Root cause analysis is a method of problem-solving that aims to identify the underlying causes of a problem or issue. It is used to find solutions that will prevent the problem from occurring again in the future. Conducting a root cause analysis can help organizations to improve processes, reduce the likelihood of future problems, and increase efficiency.

Here are the steps to conduct a root cause analysis:

1. Define the problem: Clearly define the problem that needs to be addressed. This should include a description of the problem, when it occurs, and the impact it has.
2. Collect data: Gather as much data as possible about the problem. This may include information about the people, processes, and systems involved.
3. Analyze the data: Look for patterns and trends in the data collected. Identify any common factors that may be contributing to the problem.
4. Identify the root cause: Determine the underlying cause of the problem, taking into account all of the data collected and analyzed.
5. Develop a solution: Based on the root cause identified, develop a solution that will address the problem and prevent it from occurring again in the future.
6. Implement the solution: Put the solution into action and monitor the results to ensure that it is effective.

There are several techniques that can be used to assist with root cause analysis, including:

• Fishbone diagram: A visual tool that helps to identify the possible causes of a problem. It is also known as an Ishikawa diagram.
• 5 Whys: A technique that involves asking “why” five times to identify the root cause of a problem.
• Pareto analysis: A tool that helps to prioritize problems based on their relative importance.

Here is an example of a root cause analysis for a problem that occurred at a manufacturing facility:

Problem: The production line is experiencing frequent downtime.

Data collected:

• The production line has experienced 10 instances of downtime in the past month.
• The downtime occurs most often on Monday mornings.
• Each instance of downtime lasts an average of 2 hours.

Analysis:

• Monday mornings have the highest instances of downtime.
• The downtime is occurring most often during the first shift on Monday mornings.

Root cause:

• The root cause of the problem is likely related to the first shift on Monday mornings.

Solution:

• Implement additional training for the first shift on Monday mornings to address any issues that may be causing the downtime.

Implementation:

• Provide additional training to the first shift on Monday mornings.
• Monitor the production line to ensure that the downtime does not continue to occur.

Example 2

Root cause analysis involves breaking down the problem into smaller parts and systematically analyzing each part to identify the root cause.

Here is an example of a root cause analysis:

Problem: Customers are complaining about long wait times on hold when they call the customer service hotline.

Step 1: Identify the problem and gather data. In this case, the problem is long wait times on the customer service hotline, and the data may include customer complaints, call logs, and data on the number of calls and the length of time each call takes.

Step 2: Break down the problem into smaller parts. This might include looking at factors such as the number of customer service representatives available to take calls, the volume of calls at different times of day, and the length of time it takes to resolve each call.

Step 3: Analyze each part to identify the root cause. For example, if the data shows that there are not enough customer service representatives to handle the volume of calls, this could be a root cause of the long wait times. Alternatively, if the data shows that it takes a long time to resolve each call, this could also be a root cause.

Step 4: Develop a solution to address the root cause. In this case, the solution might involve hiring more customer service representatives, improving training for existing representatives, or streamlining the process for resolving calls.

Step 5: Implement the solution and monitor the results. This might involve tracking the volume of calls, the length of time it takes to resolve each call, and customer satisfaction levels to ensure that the solution is effective in addressing the problem.