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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 1
Ben Linders Advies
Continuous Quality Improvement
using
Root Cause A...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 2
Ben Linders Advies
Root Cause Analysis
(RCA)
When: Business Needs
Ho...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 3
Ben Linders Advies
About meAbout me
Quality & Defect Prevention
Proc...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 4
Ben Linders Advies
Purpose
Analyze a problem to
determine causes tha...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 5
Ben Linders Advies
Business
benefits
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 6
Ben Linders Advies
Business Need
When RCA?
Major defects from test /...
ᶷ
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 7
Ben Linders Advies
Applying RCA
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 8
Ben Linders Advies
RCA Process
1 Preparation
2 Meeting
2.1 Define Pr...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 9
Ben Linders Advies
Preparation
Check with the orderer:
Identify and ...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 10
Ben Linders Advies
Define the problem
Purpose: Align problem view
Q...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 11
Ben Linders Advies
Cause and Effect Chart
Facilitated meeting
5 tim...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 12
Ben Linders Advies
Effective Solutions
Criteria:
Prevent recurrence...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 13
Ben Linders Advies
Report
Problems
Loss
Cause & Effect chart
Soluti...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 14
Ben Linders Advies
Support
• Process
• Checklist
• Report template
...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 15
Ben Linders Advies
Key Success Factors
Problem Selection
Knowledge ...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 16
Ben Linders Advies
Problem Selection
Serious business impact
Target...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 17
Ben Linders Advies
Knowledge & Skills
Session Moderation:
Understan...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 18
Ben Linders Advies
Communication: Tool for organizational changes,
...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 19
Ben Linders Advies
KPI Improvement
RCA Sessions
0
2
4
6
Jan Feb Mar...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 20
Ben Linders Advies
Conclusions
• Prevent (re)happening problems
• A...
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 21
Ben Linders Advies
More informationMore information
Articles on www...
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Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 1 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 2 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 3 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 4 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 5 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 6 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 7 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 8 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 9 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 10 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 11 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 12 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 13 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 14 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 15 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 16 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 17 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 18 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 19 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 20 Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders Slide 21
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Continuous quality improvement using root cause analysis QAtest-2011 Ben Linders

  1. 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. 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. 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. 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. 5. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 5 Ben Linders Advies Business benefits
  6. 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. 7. ᶷ QA&Test, Bilbao Spain (c) Ben Linders, October 2011 7 Ben Linders Advies Applying RCA
  8. 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. 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. 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. 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
  12. 12. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 12 Ben Linders Advies Effective Solutions Criteria: Prevent recurrence Be within control Aligned with targets
  13. 13. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 13 Ben Linders Advies Report Problems Loss Cause & Effect chart Solutions Implementation
  14. 14. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 14 Ben Linders Advies Support • Process • Checklist • Report template & Example • Presentation Template • Articles All available at: www.benlinders.com/tools/
  15. 15. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 15 Ben Linders Advies Key Success Factors Problem Selection Knowledge & Skills Visible Improvement
  16. 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. 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. 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. 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
  20. 20. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 20 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. 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
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