continuous quality improvement using root cause analysis qatest-2011 ben linders

QA&Test, Bilbao Spain (c) Ben Linders, October 2011 1

Ben Linders Advies

Continuous Quality Improvement

using

Root Cause Analysis

Ben LindersSenior Consultant


Ben Linders Advies Root Cause Analysis (RCA)

� When: Business Needs

� How: Process & Tools

� Key Success Factors


Ben Linders Advies

About meAbout me

Quality & Defect Prevention

Process improvement

Organizational Development

Email: Email: [email protected]@BenLinders.com

TwitterTwitter: @BenLinders

Website:Website: www.benlinders.comwww.benlinders.com


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!”


Ben Linders Advies Business benefits


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

�ᶷ


Ben Linders Advies

Applying RCA


Ben Linders Advies

RCA Process

1 Preparation

2 Meeting

2.1 Define Problem

2.2 Cause and Effect

2.3 Effective Solutions

3 Report


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


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?


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


Ben Linders Advies

Effective Solutions

Criteria:

� Prevent recurrence

� Be within control

� Aligned with targets


Ben Linders Advies

Report

� Problems

� Loss

� Cause & Effect chart

� Solutions

� Implementation


Ben Linders Advies

Support

• Process

• Checklist

• Report template& Example

• Presentation Template

• Articles

All available at:www.benlinders.com/tools/


Ben Linders Advies Key Success Factors

� Problem Selection

� Knowledge & Skills

� Visible Improvement


Ben Linders Advies Problem SelectionSerious business impactTarget 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


Ben Linders Advies Knowledge & Skills

Session Moderation:Understand problem area

Ask the right questions

Problem Analysis:Causes + Relationships

First analysis, then solutions


Ben Linders Advies

Communication: Tool for organizational changes,

needed for meeting targets!

Learning & continuously improve

Manage & track improvements

Show business benefits

Visible Improvement


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 mndaverage)

LCL Done

UCL Done

Actions

0

5

10

15

20

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Open

Implemented (3mnd average)

LCL Impl

UCL Impl


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


Ben Linders Advies

More informationMore information

Articles on www.benlinders.com

RCA on LinkedIn Yahoo 12Manage

Book: Apollo Root Cause Analysis

Ben LindersSenior ConsultantEmail: Email: [email protected]@BenLinders.com

TwitterTwitter: @BenLinders

Website:Website: www.benlinders.comwww.benlinders.com

continuous quality improvement using root cause analysis qatest-2011 ben linders

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