1. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 1
Ben Linders Advies
Continuous Quality Improvement
using
Root Cause Analysis
Ben Linders
Senior Consultant

2. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 2
Ben Linders Advies
Root Cause Analysis
(RCA)
When: Business Needs
How: Process & Tools
Key Success Factors

3. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 3
Ben Linders Advies
About meAbout me
Quality & Defect Prevention
Process improvement
Organizational Development
Email:Email: info@BenLinders.cominfo@BenLinders.com
TwitterTwitter: @BenLinders
Website:Website: www.benlinders.comwww.benlinders.com

4. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 4
Ben Linders Advies
Purpose
Analyze a problem to
determine causes that
made it happen, to
define actions to prevent
similar problems from
happening
Real Problem
Significant Damage
Sponsor pays:
investigation and
preventive actions.
“We do not want such a problem to happen again!”

5. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 5
Ben Linders Advies
Business
benefits

6. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 6
Ben Linders Advies
Business Need
When RCA?
Major defects from test / customers
Significant disturbances (off-track)
Re-occurring problems
Approach:
• Understand problem & causes
• Implement corrective actions

7. ᶷ
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 7
Ben Linders Advies
Applying RCA

8. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 8
Ben Linders Advies
RCA Process
1 Preparation
2 Meeting
2.1 Define Problem
2.2 Cause and Effect
2.3 Effective Solutions
3 Report

9. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 9
Ben Linders Advies
Preparation
Check with the orderer:
Identify and isolate problem
Significance: Business case!
Expected results (report, etc)
Prepare meeting & invite
Subject matter experts
Those responsible for actions

10. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 10
Ben Linders Advies
Define the problem
Purpose: Align problem view
Questions:
What is the problem?
When did it happen?
Where did it happen?
What is the significance of the problem
What has been the loss for the organization?

11. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 11
Ben Linders Advies
Cause and Effect Chart
Facilitated meeting
5 times why
Cause = Effect
Conditions & events
Alternative tools:
Ishikawa / fishbone
Pareto Analysis
Main Problem
to be
investigated.
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 1
Cause
Level 2
Cause
Level 2
Cause
Level 2
Root
Cause
Level 2
Root
Cause
Level 3
Cause
Level 3
Root
Cause
Level 4
Root
Cause
Level 4

12. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 12
Ben Linders Advies
Effective Solutions
Criteria:
Prevent recurrence
Be within control
Aligned with targets

13. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 13
Ben Linders Advies
Report
Problems
Loss
Cause & Effect chart
Solutions
Implementation

14. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 14
Ben Linders Advies
Support
• Process
• Checklist
• Report template
& Example
• Presentation
Template
• Articles
All available at:
www.benlinders.com/tools/

15. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 15
Ben Linders Advies
Key Success Factors
Problem Selection
Knowledge & Skills
Visible Improvement

16. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 16
Ben Linders Advies
Problem Selection
Serious business impact
Target not met > RCA > causes > actions > target
met
Actions: Quality over number
Prioritize RCA sessions
RCA cost/benefit investigation
Loss due to the problem
Cost/benefit of preventive actions

17. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 17
Ben Linders Advies
Knowledge & Skills
Session Moderation:
Understand problem area
Ask the right questions
Problem Analysis:
Causes + Relationships
First analysis, then solutions

18. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 18
Ben Linders Advies
Communication: Tool for organizational changes,
needed for meeting targets!
Learning & continuously improve
Manage & track improvements
Show business benefits
Visible Improvement

19. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 19
Ben Linders Advies
KPI Improvement
RCA Sessions
0
2
4
6
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Planned
Done (3 mnd
average)
LCL Done
UCL Done
Actions
0
5
10
15
20
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Open
Implemented (3
mnd average)
LCL Impl
UCL Impl

20. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 20
Ben Linders Advies
Conclusions
• Prevent (re)happening problems
• Agile, Lean Six Sigma, CMMI, ISO
• Clear Business Benefits
• Easy but strong RCA process
• Key Succes Factors:
– Problem Selection
– Knowledge & Skills
– Visible Improvement

21. QA&Test, Bilbao Spain (c) Ben Linders, October 2011 21
Ben Linders Advies
More informationMore information
Articles on www.benlinders.com
RCA on LinkedIn Yahoo 12Manage
Book: Apollo Root Cause Analysis
Ben Linders
Senior Consultant
Email:Email: info@BenLinders.cominfo@BenLinders.com
TwitterTwitter: @BenLinders
Website:Website: www.benlinders.comwww.benlinders.com