2.8.4 How to apply root cause analysis to solve problems

Question 1

State:

The purpose of Root Cause Analysis (RCA)

Answer 1

Get to the ‘root’ of the problem by asking questions such as:
* What is the problem
* What has caused the problem
* How can the problem be solved

Question 2

Fill The Blank:

Once the ……… of a problem is found, an assessment of the situation can take place and consideration given to what lessons have been ……………. and how ……………. problems can be ……………. in the future

Answer 2

Root, Learnt, Similar, Mitigated

Question 3

Fill The Blank:

The defined process for RCA should be followed to ensure the analysis is efficient, ……………. and …………..

Answer 3

Effective, Useful

Question 4

Fill The Blank:

A …………….. can be simple with one root cause or more complex with multiple ………… causes and time must be given to establish if all the root causes associated with a problem have been identified

Answer 4

Problem, Root

Question 5

Fill The Blank:

The problem solving approach should be …………… for investigating the problem, enabling gathering the …………………. and detailed ………………… as to why and how the problem has occurred.

Answer 5

Planned, relevant, evidence

Question 6

Explain:

Why documentation during root cause analysis must be created

Answer 6

Needs to be sufficient information to support the identification of any potential corrective actions that will be required

Question 7

Explain:

The five ‘whys’ method in root cause analysis

Answer 7

When every ‘why’ question is asked, a further ‘why’ question is posed until eventually the root cause fo the problem is exposed

Question 8

Fill The Blank:

Root cause analysis should be used when an ………… occurs that results in outcomes that …………………………. an organisation and its stakeholders

Answer 8

Issue, Disadvantages

Question 9

State:

3 examples of criteria that that can be used to determine if an RCA should be carried out

Answer 9

3 of:
* Failure of service delivery/functional operations
* Loss of data
* The occurence of an undefined process
* System downtime
* Complaint or feedback from a stakeholder

Question 10

Fill The Blank:

Step 1
Important to …………… what the problem is and the impact that is has on the stakeholders involved. How does it impact on the business ……………… and consider if there is a potential ……………. of the investigation happening on the stakeholders

Process of RCA

Answer 10

Identify, Function, Impact

Question 11

Fill The Blank:

Step 2
What …………………. is there available about issues/problems that have occured and when did it happen and what …………… where also being carried out? Gather as much information and data as possible

Process of RCA

Answer 11

Information, Tasks

Question 12

Fill The Blank:

Step 3
What would be the ………. on the organisation and stakeholders if the problem is not ………… at all - or delayed

Process of RCA

Answer 12

Impact, Resolved

Question 13

Fill The Blank:

Step 4
Once information and data is gathered, identify what caused the …………… to occur - there could be more than one

Process of RCA

Answer 13

Problem

Question 14

Fill The Blank:

Step 5
Use the … ………. until you get to the ……….. cause of the problem

Process of RCA

Answer 14

5 Whys, Root

Question 15

Fill The Blank:

Step 6
If there is more than one cause to a problem, use a ………….. approach and plan and organise priorities of what should be solved first considering the ………. these changes can have on the organisation

Process of RCA

Answer 15

Systematic, Impact

Question 16

Fill The Blank:

Step 7
Eliminate the problem by identifying suitable …………………., this will be affected by the prioritisation of tasks and the …………………

Process of RCA

Answer 16

Solutions, Investigation

Question 17

Fill The Blank:

Step 8
……….. the process of changes in the technology and make changes as and when required

Answer 17

Monitor

Question 18

Fill The Blank:

Step 9
Establish how and when the system will be ………../monitored to ensure that it is ………………….. as required

Answer 18

Tested, Performing