RAPID: Root Cause Analysis
Root Cause Investigations performed by engineers, technicians, team leads, IT support staff are about using effective, visible and user-friendly tools and templates. This allows them to dig deeper into incidents in a structured and repeatable way. The most successful problem investigators are better at asking the right interrogative questions to the right SMEs. They ensure they get certain practices right, which is the key to success:
- Identifying the CORRECT FAULT –Investigators need to understand that the “devil lies in the detail”. The aim is to get all the stakeholders to agree on the specific ‘core fault’ of the incident.
- Investigate all the RELEVANT INCIDENT/PROBLEM DIMENSIONS – This approach ensures the different unique angles involved in the specific incident are addressed.
- Asking the RIGHT QUESTION from the right SMEs to get the right answer! Simply asking the right person uniquely structured questions will deliver the right answer!
- Recording the correct factual data in a factor analysis framework to make their thinking visible and easy to follow.
We will demonstrate, and you will learn and apply these tools/templates with its unique worked questions during a 4-hour intensive workshop and address the all too familiar challenges for today’s “real time” time pressured incident/problem environments.
Anticipated Outputs – What you would acquire in one day!
- The realization that even a complex incident/problem can be reduced to one OBJECT and one FAULT reducing its complexity.
- A well proven and tested “FACTOR ANALYSIS” that provides the guidelines and increased confidence in using a systematic and repeatable investigation approach that works.
- Remove irrelevant information very early in the investigation process, which eliminates “trial & error” attempts.
- The understanding that there is a major difference between “Technical Cause & Root Cause” and that this single fact is the difference between success and failure.
Contents: Utilize the KandF™ processes and templates to:
- Identify the correct object & fault successfully with appropriate SME’s (Object & Fault drill technique)
- Systematically identify the unique characteristics of the fault (Factor Analysis) with the correct SME sources (SME Analysis)
- Identify the Technical Cause that triggered the incident (Hypothesis Analysis)
- Identify Most Probable Technical & Root Cause(s) logically by testing SME inputs against the incident factors (Testing technique)