Root Cause Problem Solving



Lean Nation,

Today I want to discuss root cause problem solving.  Like most of the topics I discuss,  I find the application of problem solving is generally lacking in many organizations, and when applied it is most often not seen as a habit or a daily ritual.  In the pursuit of organizational excellence we will delve into this topic. 

Let us begin with the definition of root cause problem solving. Root cause problem solving involves resolving operational and customer issues by identifying and eliminating the underlying causes of problems or events.  Oftentimes in the workplace what we see is only a symptom of the actual problem.  By understanding the true cause of problems and events, organizations can detect, countermeasure and implement effective solutions to permanently eliminate issues. 

There are a few major benefits to having systems that enable root cause problem solving:

    -Root cause problem solving supports a comprehensive approach to solving problems.   By providing long term relief to concerns versus providing short term relief for symptoms, organizations and people in the organizations avoid getting stuck in the cycle of recurring problems.

    -By pinpointing gaps in current processes organizations can learn from past mistakes and prevent future problems. This builds a more resilient organization while simultaneously improving the reliability and consistency of an organizations processes. 

    -Given that one of the tenants of root cause problem solving is that there can be more than  one cause of a problem, organizations and staff gain critical insights into systemic issues that can otherwise go un-noticed. 

    -The analysis afforded by root cause problem solving becomes actionable.  The actions chosen from root cause problem solving are derived from data and solutions are derived and hardwired through experimentation.  These behaviors move the organization from theory and analysis to action. 

    - Since root cause problem solving is a team based activity,  capacity is built and an "esprit de corps" is generated.  This activity leads to both enhanced human development and an improve culture. 

There are several tools that exist to support root cause problem solving.  Most lean practitioners are skilled in the use of 5 Why's and 2 How's, and the Fishbone Diagram (also know as the Ishakawa diagram) as the most common two approaches used. There are many resources on the web to describe the application of these two problem solving approaches so I won't elaborate on these today.  

There is also a source book on solving problems in the workplace written by Masaaki Imai, called         "Gemba Kaizen".  Mr. Imai suggests that before beginning extensive problem solving in the workplace, begin by asking three questions.

1) Does the process that created the problem have a known standard? 

        Is there an organizational known best way to do the work? If not, this is the most common source of issues. 

2) Is the standard in place followed? 

        How do you know the standard is followed consistently by all staff?  If the standard is not followed, this is the second most common source of errors and issues. 

3) Is the standard in place adequate? 

        Does the standard cover the issue you are seeing? Standard are hard to write for 100% of the work being done.  When issues surface the standard sometimes needs to be expanded to cover common variants.  

If the answer to any of these questions are no, you have an excellent place to begin in solving problems.  If the answer to all of these questions is yes, then your work team will need to move to more sophisticated approaches to root cause analysis and problem solving.  

My broader question for you is when is the last time you permanently solved a recurring problem in the workplace?  The gold standard is daily.  Why not start today!  Excellence demands it. 

Lean blessings,

Ron

Ron Bercaw,  President and Sensei

Breakthrough Horizons

www.breakthroughhorizons.com   

LinkedIN: https://www.linkedin.com/in/ron-bercaw-882a0a8/  

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