getting to the root of it - hubb.blob.core.windows.net€¦ · solve a problem by getting to the...

Getting to the Root of ItROOT CAUSE ANALYSIS USING THE 5 WHYS AND A CAUSE AND EFFECT

DIAGRAM

Jackie Huffman

I’m Jackie Huffman

@Huffman79Jackie

I work at Blackbaud helping to improve business processes for our internal and external customers. I volunteer with the Sea Turtle Conversation Team on Isle of Palms, SC. I walk the beaches looking for nests from May to August.

OPERATIONAL EXCELLENCE ENGINEER

Did you ever wonder why…

Your solution to a

business problem didn’t work?

People don’t follow the

correct procedures?

Something you fixed

keeps having errors?

Learning Objectives

➢ Define root cause analysis

➢ Learn how to construct a cause and effect diagram using the 5 Whys

➢ Apply root cause analysis to a business problem

Define Root Cause Analysis

Were you watching TV when…

• Steve Harvey announced the wrong Miss Universe in 2015?

• Warren Beatty and Faye Dunaway announced the wrong winner for Best Pictures at the Oscars in 2017?

Root Cause is…

the fundamental breakdown or failure of a process or product, which when resolved and corrected, prevents recurrence of that failure or problem.

Solve a problem by getting to the root of it!

Look at the entire cause and effect chain and then solve the problem at the lowest point that you can affect within your span of control and sphere of influence.

Symptom: Steve Harvey Announced the Wrong Winner

What would you do to make sure Steve Harvey never makes this mistake again?

Root Cause of Announcing the Wrong Winner

Tools and Techniques

LEARN HOW TO CONSTRUCT A CAUSE AND EFFECT DIAGRAM USING THE 5 WHYS

Identify the Cause and Effect Chain Using The 5 Whys

Cause and effect are part of a continuous chain of events

• Start with the symptom, ask why that happened

• For each response, ask why again

• Continue until you cannot go further, it may be more or less than 5

• Everything happens for a reason

• Drill down to the heart of the problem

• Look for the systemic issue rather than the performance of an individual

5 Whys Exercise

Why was my project not completed on time?

The Cause and Effect Diagram

A simple and easy-to-use tool to capture brainstorming data that helps the team explore multiple areas for root causes

The Cause and Effect Diagram

1. Define the problem

2. Choose categories that fit your problem

3. Brainstorm possible causes

4. Use 5 whys for each idea

5. Prioritize using multivoting

6. Verify existence of root cause(s)

Step 1: Define the problem

The problem statement is the first why

Step 2: Choose categories that fit your problem

• Frameworks

• Affinity diagrams

• Process steps

• Application modules

Step 3: Brainstorm possible causes with subject matter experts

• Review brainstorming rules

• First why is the problem statement

• Answer to first why goes on one of the categories

• Facilitator will continue to ask why

• Involve entire team

Step 4: Use 5 whys for each idea

Step 5: Prioritize using multivoting

• Technique to prioritize ideas

• Allows everyone on team to participate

• Count number of ideas and divide by 3

• Assign each team member that number of votes

• Votes can be put all on one idea or on multiple ideas

Step 6: Verify existence of root cause(s)

Before you develop an improvement plan on top root causes, make sure the cause is valid

• Use surveys

• Observe the process

• Interview people involved

Your Turn!

APPLY ROOT CAUSE ANALYSIS TO A BUSINESS PROBLEM

Why did our project finish 3 months late?

1. Define the problem

2. Choose categories that fit your problem

3. Brainstorm possible causes

4. Use 5 whys for each idea

Debrief

What has happened at your organization that you

could conduct root cause analysis on?

How could you use the cause and effect diagram to prevent something from

happening?