1. ROOT CAUSE ANALYSIS for correcting issues
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2. Root Cause Analysis (RCA)
Contents:
Why RCA?
RCA
Steps
Workshop / Activities
Answer Key for Workshop
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3. 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

4. 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

5. 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?

6. 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

7. 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

8. 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

9. 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

10. END

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