This document outlines Ben Linders' approach to root cause analysis (RCA) for continuous quality improvement. It describes when RCA should be used, such as for major defects, recurring problems or significant disturbances. The RCA process involves defining the problem, identifying causes through a cause-and-effect analysis, and developing effective solutions. Key success factors include selecting problems with serious business impact, ensuring those leading the analysis have the right skills, and demonstrating visible improvement in key performance indicators.

1. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 1
Ben Linders Advies
Continuous Quality Improvement
using
Root Cause Analysis
Ben Linders
Senior Consultant

2. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 2
Ben Linders Advies
Root Cause Analysis
(RCA)
When: Business Needs
How: Process & Tools
Key Success Factors

3. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 3
Ben Linders Advies
About meAbout me
Quality & Defect Prevention
Process improvement
Organizational Development
Email:Email: info@BenLinders.cominfo@BenLinders.com
TwitterTwitter: @BenLinders
Website:Website: www.benlinders.comwww.benlinders.com

4. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 4
Ben Linders Advies
Purpose
Analyze a problem to
determine causes that
made it happen, to
define actions to prevent
similar problems from
happening
Real Problem
Significant Damage
Sponsor pays:
investigation and
preventive actions.
“We do not want such a problem to happen again!”

5. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 5
Ben Linders Advies
Business
benefits

6. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 6
Ben Linders Advies
Business Need
When RCA?
Major defects from test / customers
Significant disturbances (off-track)
Re-occurring problems
Approach:
• Understand problem & causes
• Implement corrective actions

7. ᶷ
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 7
Ben Linders Advies
Applying RCA

8. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 8
Ben Linders Advies
RCA Process
1 Preparation
2 Meeting
2.1 Define Problem
2.2 Cause and Effect
2.3 Effective Solutions
3 Report

9. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 9
Ben Linders Advies
Preparation
Check with the orderer:
Identify and isolate problem
Significance: Business case!
Expected results (report, etc)
Prepare meeting & invite
Subject matter experts
Those responsible for actions

10. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 10
Ben Linders Advies
Define the problem
Purpose: Align problem view
Questions:
What is the problem?
When did it happen?
Where did it happen?
What is the significance of the problem
What has been the loss for the organization?

11. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 11
Ben Linders Advies
Cause and Effect Chart
Facilitated meeting
5 times why
Cause = Effect
Conditions & events
Alternative tools:
Ishikawa / fishbone
Pareto Analysis
Main Problem
to be
investigated.
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 2
Cause
Level 2
Cause
Level 2
Root
Cause
Level 2
Root
Cause
Level 3
Cause
Level 3
Root
Cause
Level 4
Root
Cause
Level 4

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Ben Linders Advies
Effective Solutions
Criteria:
Prevent recurrence
Be within control
Aligned with targets

13. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 13
Ben Linders Advies
Report
Problems
Loss
Cause & Effect chart
Solutions
Implementation

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Ben Linders Advies
Support
• Process
• Checklist
• Report template
& Example
• Presentation
Template
• Articles
All available at:
www.benlinders.com/tools/

15. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 15
Ben Linders Advies
Key Success Factors
Problem Selection
Knowledge & Skills
Visible Improvement

16. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 16
Ben Linders Advies
Problem Selection
Serious business impact
Target not met > RCA > causes > actions > target
met
Actions: Quality over number
Prioritize RCA sessions
RCA cost/benefit investigation
Loss due to the problem
Cost/benefit of preventive actions

17. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 17
Ben Linders Advies
Knowledge & Skills
Session Moderation:
Understand problem area
Ask the right questions
Problem Analysis:
Causes + Relationships
First analysis, then solutions

18. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 18
Ben Linders Advies
Communication: Tool for organizational changes,
needed for meeting targets!
Learning & continuously improve
Manage & track improvements
Show business benefits
Visible Improvement

19. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 19
Ben Linders Advies
KPI Improvement
RCA Sessions
0
2
4
6
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Planned
Done (3 mnd
average)
LCL Done
UCL Done
Actions
0
5
10
15
20
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Open
Implemented (3
mnd average)
LCL Impl
UCL Impl

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Ben Linders Advies
Conclusions
• Prevent (re)happening problems
• Agile, Lean Six Sigma, CMMI, ISO
• Clear Business Benefits
• Easy but strong RCA process
• Key Succes Factors:
– Problem Selection
– Knowledge & Skills
– Visible Improvement

21. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 21
Ben Linders Advies
More informationMore information
Articles on www.benlinders.com
RCA on LinkedIn Yahoo 12Manage
Book: Apollo Root Cause Analysis
Ben Linders
Senior Consultant
Email:Email: info@BenLinders.cominfo@BenLinders.com
TwitterTwitter: @BenLinders
Website:Website: www.benlinders.comwww.benlinders.com