ROOT CAUSE ANALYSIS for correcting issues Activity Factory - Your business on auto-pilot

Root Cause Analysis (RCA) Contents: Why RCA? RCA Steps Workshop / Activities Answer Key for Workshop Need to change the font color to make it visible

Why do a Root Cause Analysis (RCA)? Taking a course of action based on an assumption is dangerous. It might lead to unnecessary expenses and effort We need to take time to think and analyze the situation RCA Is mostly common sense Trouble is we have lots of biases, beliefs / hearsays Tempted to make an assumption without really knowing. The RCA steps will help us think it through

RCA STEPS 1. Define the problem What is happening Specific Observations 2. Collect Data Proof of Problem How long has problem been there Impact of problem (who/what does it affect) 3. Identify Possible Causes Sequence that leads to the issue / replicate the issue Conditions that lead to the issue Other issues around the problem Organizational, Physical and Human Causes

RCA STEPS 4. Identify Root Cause Why does the cause exist? What is the real reason the problem occurred? 5. Recommend and Implement Solutions What can you do to prevent the issue from happening? How will the solution be implemented Who will be responsible for it? What are the known risks of implementing it?

Workshop The next slides contain two (2) issues, the answer keys are in the “ANSWER KEY SLIDE” There is no right or wrong answer. Objective is for attendees to do analysis work by asking further questions. Objective is for attendees to think out of the box. Objective is for attendees to let go of assumptions

Workshop: Poor Cooking Scenario 1: Poor Cooking Mr. X is complaining that his household cook is hopeless. He has been asking the cook to learn how to prepare 3 dishes with 7 or more ingredients. Mr. X has been giving instructions to his cook on how to prepare the dishes 5 times already and has written the recipe on paper to follow. Still the cook cannot get it right consistently. Do an RCA and recommendations

Workshop: Barber Performance Scenario 2: There are 6 barbers in a barbershop. 1 of the barbers has always performed 50% below the others. The barber in particular has tried switching chairs with the others but still no improvement. The barber has absolutely the same skills as the others. Do an RCA and recommendations

ANSWER KEY (Please change font color to white to show answer) Scenario 1: Poor Cooking Cook can’t read Cook does everything from memory, hence the inconsistency with complex ingredients Cook is embarrassed to admit being illiterate Scenario 2: Poor Performance Barber is a female, male customers would normally go for male barbers The barber only gets spill over during peak hours or children

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