Problem Determination, Root Cause Analysis (BA17)
Description
Course Overview
Problem determination skills cannot be acquired by reading a book. They mostly come from experience. After this course, you will have a general understanding of a structured problem determination approach, which you can then apply in your daily work.Course Objectives
At the completion of this course, you should be able to:- Identify the different types of tools and techniques available
- Apply change management successfully
- Review what to look for when applying business case thinking to Root Cause Analysis
- Develop a process to systematically approach problems
Who Should Attend?
Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, corrective action coordinators or managers; supervisors, team leaders, and process operators; anyone who wants to improve their ability to solve recurring problems.Course Prerequisites
There are no prerequisites for this course.
Agenda
1 - RCA FOUNDATION CONCEPTS AND OBJECTIVES
- Section Learning Objectives
- Discuss Definitions – IT Perspective
- Discuss What is a problem and why do they exist?
- Exercise 1a: Why is RCA important
- What is Root Cause?
- RCA Benefits and Approaches
- Exercise 1b: Why are multiple approaches important?
- Event and Casual Analysis
- Exercise 1c: Apply Event and Causal Analysis
- Event and Causal Analysis: Exercise 1c Worksheet
- RCA Tools for each approach
- Exercise 1D: Prepare for Case Study
- Section Summary and Conclusions
2 - ENHANCE USE OF RCA TOOLS
- Why use a Particular Method
- Tool: Change Analysis
- Change Analysis Examples
- Exercise 2a: Apply Change Analysis
- Exercise 2b: Change Analysis Worksheet
- Tool: How to Resolve Conflict
- Tool: 5 Why’s
- Example Learning Management Problem
- Exercise 2b: Apply 5 Why’s Sequence-of-Events
- Exercise 2b: Worksheet
- Tool: Cause and Effect
- Exercise 2c: Apply Cause and Effect
- Exercise 2c: Cause and Effect Worksheet
- Tool: Fault Tree Analysis
- Why do we use Fault Tree Analysis?
- How does it work?
- Fault Tree Diagram Symbols
- Example #1 of FTA: Car Hits Object
- Exercise 2D: Apply Fault Tree Analysis
- Tool: Failure Modes and Effects Analysis (FMEA)
- Example: Failure Modes and Effects Analysis
- Exercise 2E: Apply FMEA
- Tool: Design / Application Review
- Exercise 2d: Apply Design/Application Review
- Section summary & conclusions
3 - PROBLEM RESOLUTION & PREVENTION
- Section Objectives
- The Secret of Solving Problems
- A Note about Statistical Control
- A Note about Fire Fighting
- Technique: Business Process Mapping
- Example: IGOE
- Exercise 3A: Problem as IGOE
- Exercise 3A: IGOE Template
- Technique: Lean Six Sigma and DMAIC
- Lean Six Sigma Benefits
- Exercise 3B: Apply Lean Six Sigma
- Importance of Understanding the Business Process
- The Business Process Mandate
- Technique: Process Modeling
- Graphical Notation Standard (BPMN)
- What is Business Process Modeling Notation (BPMN)?
- Benefits of BPMN
- Basic Components of BPMN
- Exercise 3C: Use BPMN to Document a Current State
- Technique: Business Process Maturity Model
- Five Levels of Maturity
- Exercise 3D: Appraise Business Process Maturity Level
- Section Summary and Conclusions
4 - CAPABILITY IMPROVEMENT FOR RCA
- Section Learning Objectives
- Steps in Disciplined Problem Solving
- RCA as a RCA Process
- Key RCA Role Considerations
- Exercise 4A: Apply RCA to RCA Process
- Sustainable RCA Improvement
- Organizational Units
- Process Area Goals, Practices
- Specific and General Practices
- Specific Practice Examples
- Software Maturity Survey
- Exercise 4B: Apply Strengths, Weakness, Opportunities and Threats (SWOT) to RCA
- SWOT Analysis Worksheet
- Recognize the importance of the Change Management component in your RCA implementation
- Using the ADKAR Model to Communicate Change
- Review ADKAR® Model –
- Awareness of the need for change
- Desire to participate and support the change
- Knowledge on how to change
- Ability to implement required skills and behaviors
- Reinforcement to sustain the change
- Exercise 4C: Create an Ability Checklist
- The ADKAR Model: Reinforcement
- Exercise 4D: Find two examples of how ADKAR will be different
- Section Summary and Conclusions
5 - COURSE SUMMARY & CONCLUSIONS
- Plan the Proposal and Business Case
- Example: 1 Page Business Case
- Exercise 5A: Creating Action Plans
- Resource Guide
- Questions