Introduction to Root Cause Analysis (Remote)

Course Description

Jumping to conclusions without understanding the true origin and source of problems often leads to wasted time and resources. “Root Cause Analysis” is a method of problem solving that involves searching backwards from an undesirable event or outcome to identify its true causes.

This specialized, introductory course it specifically intended for front line employees who consistently face customer issues and simple problems as part of their everyday responsibilities. The focus is on identifying and documenting effective solutions using basic tools such as Timelines, Flowcharts, 5Why and Fishbone (Ishikawa) Diagrams.

Who Should Take It

Individuals with responsibility for identifying and solving everyday problems, nonconformities, customer complains and other issues.  This includes, but is not limited to:

• Shift Supervisors
• Lead Hands
• ISO Coordinators, Quality Managers & Management Representatives
• Members of the Quality Team and/or Internal Audit Team

Course Contents

• Detrimental problem-solving practices and why organizations often fail at solving problems.
• Non-conformances and Root Cause Analysis – when it is applied and the generic problem-solving process.
• Initiating the Problem-Solving Process – Assessing incidents and forming teams.
• Defining the Problem – Securing evidence and conducting interviews.
• Understanding the Process – Timelines and flowcharts.
• Determining the Root Cause – Identifying probable causes through the use of 5 Why and Fishbone (Ishikawa) Diagrams.
• Determining Solutions – Identifying and planning possible solutions.
• Implementing Solutions – Overcoming resistance using Force Field Analysis.
• Case Study: Missing Rivets – Correction, Timeline, Problem Statement, 5 Why, Potential Solutions
• Human Error – Causes and solutions.

Prerequisites

This is an introductory course to the concepts of identifying root causes and solving problems.  No previous experience is required.