Root cause analysis is the process of uncovering and resolving the key underlying factors that contribute to a problem – versus simply addressing surface-level symptoms. Getting to the root of the problem is the surest way to bring about an effective and long-lasting solution.
Video: 
Using the 5-why technique to get to the root cause of a problem (2:02 min.)
Step by step:
1. Define the problem: Clearly describe the issue you're facing and its impact or symptoms.
2. Ask why: Start by asking why the problem exists. Identify immediate reasons or factors contributing to it.
3. Dig deeper: For each reason you find, ask "why" again to uncover deeper causes or related issues. Then for each of those findings, ask "why" yet again. Keep doing this – asking why, why, why – in order to peel back the layers and get to root causes. (The 5-Why Technique is a commonly cited tool for root cause analysis. The name suggests five passes of asking why, but in practice, you might get to the root by asking why three or four times – or you might need to go beyond five.)
4. Collect information: Whenever possible, gather relevant data that can help the group better understand the nature and impact of emerging root causes that seem to have significant impact. For example, if the group theorizes that incomplete submissions are due to people not knowing what to submit or how to submit, a quick survey of submitters could explore this and get greater clarity. (See Pareto Diagram below.)
5. Find solutions: Once you've identified the one or two most significant root cause(s), move on to practical solutions or actions that can address them effectively.
6. Monitor and adjust: Implement your chosen solutions and keep an eye on how well they work. Adjust as needed to ensure the problem doesn't come back.
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• Use a digital whiteboard to map out the analysis. |
Here are tips for using this tool in an online meeting: