BA17 - Problem Determination Root Cause Analysis (RCA)

2 Days

12 CPD hours

Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, corrective action coordinators or managers; supervisors, team leaders, and process operators; anyone who wants to improve their ability to solve recurring problems.

At the completion of this course, you should be able to:
Identify the different types of tools and techniques available
Apply change management successfully
Review what to look for when applying business case thinking to Root Cause Analysis
Develop a process to systematically approach problems

Business success is dependent on effective resolution of the problems that present themselves every day. Often the same or similar problems continue causing repeated losses in time or money and your staff become experts at fixing rather than preventing the problems. Learn to find and fix root causes and develop corrective actions that will effectively eliminate or control these problems.

Section 1: RCA Foundation Concepts and Objectives

• Section Learning Objectives
• Discuss Definitions ? IT Perspective
• Discuss What is a problem and why do they exist?
• What is Root Cause?
• RCA Benefits and Approaches
• Event and Casual Analysis
• Event and Causal Analysis: Exercise 1c Worksheet
• RCA Tools for each approach
• Section Summary and Conclusions

Section 2: Enhance use of RCA tools

• Why use a Particular Method
• Tool: Change Analysis
• Change Analysis Examples
• Tool: How to Resolve Conflict
• Tool: 5 Why?s
• Example Learning Management Problem
• Tool: Cause and Effect
• Tool: Fault Tree Analysis
• Why do we use Fault Tree Analysis?
• How does it work?
• Fault Tree Diagram Symbols
• Example #1 of FTA: Car Hits Object
• Tool: Failure Modes and Effects Analysis (FMEA)
• Example: Failure Modes and Effects Analysis
• Tool: Design / Application Review

Section 3: Problem Resolution and Prevention

• Section Objectives
• The Secret of Solving Problems:
• -A Note about Statistical Control
• -A Note about Fire Fighting
• Technique: Business Process Mapping
• Example: IGOE
• Technique: Lean Six Sigma and DMAIC
• Lean Six Sigma Benefits
• Importance of Understanding the Business Process
• The Business Process Mandate
• Technique: Process Modeling
• Graphical Notation Standard (BPMN):
• -What is Business Process Modeling Notation (BPMN)?
• -Benefits of BPMN
• -Basic Components of BPMN
• Technique: Business Process Maturity Model
• Five Levels of Maturity

Section 4: Capability Improvement for RCA

• Steps in Disciplined Problem Solving
• RCA as a RCA Process
• Key RCA Role Considerations
• Sustainable RCA Improvement
• Organizational Units
• Process Area Goals, Practices
• Specific and General Practices
• Specific Practice Examples
• Software Maturity Survey
• SWOT Analysis Worksheet
• Recognize the importance of the Change Management component in your RCA implementation
• Using the ADKAR Model to Communicate Change
• Review ADKAR© Model ?
• -Awareness of the need for change
• -Desire to participate and support the change
• -Knowledge on how to change
• -Ability to implement required skills and behaviors
• -Reinforcement to sustain the change
• The ADKAR Model: Reinforcement

Section 5: Course Summary and Conclusions

• Plan the Proposal and Business Case
• Example: 1 Page Business Case
• Resource Guide
• Questions