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Getting to the Root of ItROOT CAUSE ANALYSIS USING THE 5 WHYS AND A CAUSE AND EFFECT
DIAGRAM
Jackie Huffman
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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
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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?
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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
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Define Root Cause Analysis
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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?
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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.
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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.
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Symptom: Steve Harvey Announced the Wrong Winner
What would you do to make sure Steve Harvey never makes this mistake again?
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Root Cause of Announcing the Wrong Winner
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Tools and Techniques
LEARN HOW TO CONSTRUCT A CAUSE AND EFFECT DIAGRAM USING THE 5 WHYS
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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
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5 Whys Exercise
Why was my project not completed on time?
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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
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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)
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Step 1: Define the problem
The problem statement is the first why
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Step 2: Choose categories that fit your problem
• Frameworks
• Affinity diagrams
• Process steps
• Application modules
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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
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Step 4: Use 5 whys for each idea
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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
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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
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Your Turn!
APPLY ROOT CAUSE ANALYSIS TO A BUSINESS PROBLEM
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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
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Debrief
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What has happened at your organization that you
could conduct root cause analysis on?
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How could you use the cause and effect diagram to prevent something from
happening?
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