Problem Determination Root Cause Analysis (BA17)

Learning Objectives: 

At the completion of this course, you should be able to:

• Identify the different types of tools and techniques available
• Apply change management successfully
• Review what to look for when applying business case thinking to Root Cause Analysis
• Develop a process to systematically approach problems 

Intended Audience:

Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, corrective action coordinators or managers; supervisors, team leaders, and process operators; anyone who wants to improve their ability to solve recurring problems.

Course Outline

Section 1: RCA Foundation Concepts and Objectives

• Section Learning Objectives
• Discuss Definitions – IT Perspective
• Discuss What is a problem and why do they exist?
• Exercise 1a: Why is RCA important
• What is Root Cause? 
• RCA Benefits and Approaches
• Exercise 1b: Why are multiple approaches important?
• Event and Casual Analysis
• Exercise 1c: Apply Event and Causal Analysis
• Event and Causal Analysis: Exercise 1c Worksheet
• RCA Tools for each approach
• Exercise 1D: Prepare for Case Study
• Section Summary and Conclusions

Section 2: Enhance use of RCA tools 

• Why use a Particular Method
• Tool: Change Analysis
• Change Analysis Examples
• Exercise 2a: Apply Change Analysis
• Exercise 2b: Change Analysis Worksheet
• Tool: How to Resolve Conflict
• Tool: 5 Why’s • Example Learning Management Problem
• Exercise 2b: Apply 5 Why’s Sequence-of-Events
• Exercise 2b: Worksheet
• Tool: Cause and Effect
• Exercise 2c: Apply Cause and Effect
• Exercise 2c: Cause and Effect Worksheet
• Tool: Fault Tree Analysis
• Why do we use Fault Tree Analysis?
• How does it work?
• Fault Tree Diagram Symbols
• Example #1 of FTA: Car Hits Object
• Exercise 2D: Apply Fault Tree Analysis
• Tool: Failure Modes and Effects Analysis (FMEA)
• Example: Failure Modes and Effects Analysis
• Exercise 2E: Apply FMEA
• Tool: Design / Application Review
• Exercise 2d: Apply Design/Application Review

Section 3: Problem Resolution and Prevention

• Section Objectives
• The Secret of Solving Problems
• A Note about Statistical Control
• A Note about Fire Fighting
• Technique: Business Process Mapping
• Example: IGOE
• Exercise 3A: Problem as IGOE
• Exercise 3A: IGOE Template
• Technique: Lean Six Sigma and DMAIC
• Lean Six Sigma Benefits
• Exercise 3B: Apply Lean Six Sigma
• Importance of Understanding the Business Process
• The Business Process Mandate
• Technique: Process Modeling
• Graphical Notation Standard (BPMN) o
• What is Business Process Modeling Notation (BPMN)?
• Benefits of BPMN
• Basic Components of BPMN
• Exercise 3C: Use BPMN to Document a Current State
• Technique: Business Process Maturity Model
• Five Levels of Maturity
• Exercise 3D: Appraise Business Process Maturity Level

Section 4: Capability Improvement for RCA

• Section Learning Objectives
• Steps in Disciplined Problem Solving
• RCA as a RCA Process
• Key RCA Role Considerations
• Exercise 4A: Apply RCA to RCA Process
• Sustainable RCA Improvement
• Organizational Units
• Process Area Goals, Practices
• Specific and General Practices
• Specific Practice Examples
• Software Maturity Survey
• Exercise 4B: Apply Strengths, Weakness, Opportunities and Threats (SWOT) to RCA
• SWOT Analysis Worksheet
• Recognize the importance of the Change Management component in your RCA implementation
• Using the ADKAR Model to Communicate Change
• Review ADKAR® Model
• Awareness of the need for change
• Desire to participate and support the change
• Knowledge on how to change
• Ability to implement required skills and behaviors
• Reinforcement to sustain the change
• Exercise 4C: Create an Ability Checklist
• The ADKAR Model: Reinforcement
• Exercise 4D: Find two examples of how ADKAR will be different

Section 5: Course Summary and Conclusions

• Plan the Proposal and Business Case
• Example: 1 Page Business Case
• Exercise 5A: Creating Action Plans
• Resource Guide
• Questions