Develop solutions to recurring problems with RCA
When confronted with problems, our instinctive reaction is to rush in with the quickest and most expedient solution. But when one opts for an easy way out without understanding the source of the problem, there is a possibility that the problem will reoccur. Over time, quick fix solutions can result in increased expenditure and wasted resources.
Instead of blindly going for the quickest, most obvious solution, if you delve deeper to figure out why the problem is occurring, you can set right the systems and processes that are causing the trouble in the first place.
When you go to a doctor for treatment of a medical condition, you expect to be cured of the disease, not merely relieved from the symptoms. Just as external treatment of symptoms is useless unless the root cause of the disease is discovered and treated, a problem cannot be solved unless its origins are traced and treated.
Root Cause Analysis (RCA) is a structured method for finding and correcting the fundamental reasons of a problem. RCA assumes that most problems are the result of a chain of actions and events. By tracing back on the chain, you can get back to the original cause of the problem.
RCA is often used in business process improvement to remove unnecessary and inadequate controls that may be hampering performance. It is used to identify unrecognised risks and broken or missing links in a chain of actions. It also helps leverage corrective and preventive action where it can bring maximum benefit.
It may be carried out in several stages, depending upon the complexity of the problem. The first phase involves identification and investigation of the problem.
Asking basic questions can do this: What is the problem? What are its specific symptoms? How long has it existed? What is the significance of the problem? The next step is to investigate the problem by collecting as much data as possible. There are many techniques to arrive at the root cause including tools such as the ‘Fish Bone Analysis’, the ‘Five Whys’ and the ‘Drill Down’ method.
Drill down method involves breaking down the basic problem into smaller parts to facilitate easier understanding and handling. Fish bone diagram analysis entails analysing all the possible causes that lead to a single problem or defect. Once all the causes are established, ‘The Five Whys’ technique can be used to get to the fundamental source of the problem.
‘The Five Whys’ technique is based on the premise that the apparent reason for a problem leads us to another question, and through it, to another cause. This technique involves asking ‘why?’ until you arrive at the root cause of the problem. Five is only an indicative number, and depending upon the situation you may have to ask more or fewer number of questions to arrive at the root cause. ‘The Five Whys’ is only one of the techniques used in problem solving. If it does not yield desired results, other techniques such as trouble shooting or brainstorming can also be applied.
Based on the analysis, best solutions can be identified to address the root issue and prevent the problem from recurring. RCA is aimed at bringing about lasting benefits, rather than offering immediate solutions that may temporarily restrain the problem but not bring about the desired outcomes in the long run.
BINDU SRIDHAR
faqs@cnkonline.com
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