|
QICID: 10763
Title: Solving a Problem and Getting Along: Toward the Effective Root Cause Analysis
Copyright: 1998, ASQ
Author: Khaimovich, Leon
Organization: University of Pittsburgh, Pittsburgh, PA
Subject: Case study,Teams,Root cause analysis (RCA),Problem solving;
Series: Annual Quality Congress, Philadelphia, PA, Vol. 52, No. 0, May 1998, pp. 816-830
This ARTICLE is available for FREE
to ASQ members
with the appropriate membership type and/or magazine subscriptions. If you are signed-in you should be able to download articles you are entitled to receive. If you have questions about your membership please contact Customer Care at 800-248-1946 or help@asq.org
Abstract: Videotape analysis of a 2.5 day workshop examined how a cross functional team handled root cause analysis (RCA) in three problem spaces. The team of four engineers and four line managers was charged to design a customer resolution process. They were led by a professional outside facilitator. Root causes are efficient changes characterized by immediate solutions, long-lasting effects, and prevention. Successful RCA requires a distinction between valid and nonvalid causal relations, as well as leadership that facilitates the generation and interpretation of participant contributions. RCA typically involves three problem spaces: interaction management tasks; procedural tasks for the planning of problem solving techniques; and substantive tasks for application of the plan. Classification of RCA into these three areas allowed the researcher to study team conflict and its role in problem solving tasks. The effectiveness of team-based RCA depends on five factors: the quality of the team's causal diagrams, and four characteristics of participants (understanding and motivation in direction and understanding and motivation in coordination). In the target group, implementation of each of the three problem solving tasks was affected by two dilemmas: understanding versus interaction management, and generation of causes versus verification of causes. Analysis of the workshop tapes led to the following recommendations for RCAs: be sure to record causes contributed in a variety of contexts; be as specific as possible in recording contributions onto the flip chart; and do not be constrained by the size and shape of the flip chart when recording participant contributions.
Number of pages: 15
Price for ASQ Members: $5.00
Price for List/Forum/Division: $10.00
All electronic articles are sent as PDFs via e-mail. To view the documents, you will need Adobe
Reader (free download).
Orders placed during business hours are usually filled within one business day.
If you have questions please e-mail our Customer Care center at help@asq.org.
Browse QIC articles chronologically
previous next
|
