|
Server : Apache/2.4.62 System : FreeBSD fbsdweb2.web.rcn.net 14.1-RELEASE FreeBSD 14.1-RELEASE releng/14.1-n267679-10e31f0946d8 GENERIC amd64 User : www ( 80) PHP Version : 8.3.8 Disable Function : NONE Directory : /domains/srakitin/OLD/training/ |
Upload File : |
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2 Final//EN">
<HTML>
<HEAD>
<TITLE>Root Cause Analysis</TITLE>
</HEAD>
<BODY>
<body bgcolor="#FFFFFF">
<!--- Logo and Page Title ---->
<p align="center">
<img src="../gif/logo2008.gif" width=348 height=64 border=0 alt="logo2008">
</p>
<p align="center">
<font color=black size=5 face=Verdana>
<b>Training</b> </font>
</p>
<p align="center">
<img src="../gif/topline.gif" width=915 height=6 border=0>
<br>
<p>
<center>
<font color="purple" size="3" face="Verdana">
<b>Root Cause Analysis for Customer Reported Problems </b></font>
<br></p>
<center>
<table width=500>
<tr>
<td>
<font size="2" face="Verdana">
<p> Of all the kinds of problems that software development organizations face, Customer Reported
Problems (CRPs) are clearly the most important. This is because CRPs represent potential gaps in
your knowledge of how your customers use your software. CRPs may be the result of deficiencies in
your development, test, delivery, or fulfillment processes. CRPs often result in disruptive,
expensive, and unplanned releases.
<p>
When CRPs are not fully understood, they can result in poor solutions that often create more
problems than they solve. Nothing frustrates customers more than a supplier who is unable to
resolve problems quickly and correctly.
Finding critical defects in your software is very disruptive not only for your customers but for
your software development organization as well. Unplanned releases to fix CRPs divert expensive
development resources from tasks that generate revenue (new features, new products, etc.) to tasks
that don't generate revenue (bug fixes). Unplanned releases are clearly not good for your bottom
line.
<p>
CRPs represent more than just defects. CRPs should be broadly defined to include any failure of
software and services (including code, documentation, installation, customization, fulfillment,
training, etc.) that negatively impacts customers.
</td>
</tr>
</table>
</center>
<p>
<center>
<TABLE WIDTH=640>
<TR>
<TD colspan=2>
<font size="2" face="Verdana">
Root Cause Analysis is routinely used to investigate the cause of major disasters including:
</TR>
<TR>
<TD width=70%>
<font size="2" face="Verdana">
<ul type=bullet>
<li>Airline crashes</li>
<li>Space Shuttle accidents </li>
<li>Chemical and nuclear plant disasters</li>
</ul>
Root Cause Analysis helps us:
<ul type=bullet>
<li>understand causes of customer dissatisfaction</li>
<li>understand the what, the why, and the how� </li>
<li>reduce rework by preventing recurrence </li>
<li>identify process weaknesses </li>
<li>improve customer satisfaction </li>
</font>
</ul>
</TD>
<TD width=30% ALIGN=LEFT>
<br>
<img src="../gif/chernobyl.jpg" width=196 height=197 border=0>
<p>
</TD>
</TR>
</TABLE>
</center>
<p>
<center>
<TABLE WIDTH=640>
<TR>
<td>
<font size="2" face="Verdana">
<b>Root Cause Analysis Process Overview </b>
<p>
<font size="2" face="Verdana">
The Root Cause Analysis Process consists of investigating, understanding, and categorizing underlying root causes of
observed events. It can be best performed by a small cross-functional team and can be easily
incorporated into your Defect Triage Process.
<p>
<font size="2" face="Verdana">
The Root Cause Analysis Process includes a detailed analysis based on gathering factual information obtained from:
<ul type=bullet>
<li>Available documents and records </li>
<li>Interviews with staff and customers </li>
<li>Brainstorming sessions with staff </li>
</ul>
<p>
<font size="2" face="Verdana">
The Root Cause Analysis Process uses simple tools including:
<ul type=bullet>
<li>Why Trees </li>
<li>Pareto Analysis </li>
</ul>
<p>
<font size="2" face="Verdana">
An effective Root Cause Analysis Process helps determine appropriate and effective corrective actions
by identifying both an Immediate Corrective Action (what should be done today to resolve the CRP) and
Long Term Corrective Action (what should be done to prevent recurrence).
<p>
<font size="2" face="Verdana">
In applying the Root Cause Analysis Process, the Triage Team starts with a specific CRP and asks:
<ul type=bullet>
<li>What is it about the way we operate that allowed this CRP to occur?</li>
</ul>
Most root causes are found in the way we operate. That includes:
<ul type=bullet>
<li>Who does what? </li>
<li>How things get done? </li>
<li>Why we behave way we do? </li>
</ul>
<p>
<font size="2" face="Verdana">
The Triage Team asks questions about "Who does what", "How things get done", and "Why we behave the
way we do", in order to identify factual information that can be helpful in identifying real root
causes.
<p>
<font size="2" face="Verdana">
In asking these questions, the Triage Team uses a tool called the Why Tree. Why Trees are similar to
Fault Trees in that the event of interest (CRP) is placed at the top. We then ask "Why did this
happen?" and start drilling down into "Who does what", "How things get done", and "Why we behave the
way we do". At each level, the team continues to ask "Why" - usually at least five times (though for
simpler problems, less than five Whys may suffice).
<p>
<font size="2" face="Verdana">
The following illustrates a partially completed <b>Why Tree</b> for a simple problem:
<br><br>
</td>
</tr>
</table>
<center>
<img src="../gif/WhyTree.jpg" width=640 height=445 border=0 alt="Why Tree">
</center>
<TABLE WIDTH=640>
<TR>
<td>
<p>
<font size="2" face="Verdana">
Answers to Why questions may need to be determined from documents (like Functional Specifications,
Test Plans, User Manuals, etc.), from records (like test results, shipping invoices, etc.), from
interviews with staff and customers, and from brainstorming sessions.
<p>
<font size="2" face="Verdana">
The information shown in green circles on the Why Tree example represents probable root causes. The
Triage Team reaches consensus on the most probable root cause(s). Often, there will be more than one
root cause.
<p>
<font size="2" face="Verdana">
Using the Why Tree, the Triage Team develops an Immediate Corrective Action (which could be a
workaround, hot fix, patch, new CDs, new doc, etc.). The team also identifies effectiveness checks
that can determine if the Immediate Corrective Action, once implemented, has effectively resolved the
CRP.
<p>
<font size="2" face="Verdana">
Once the Immediate Corrective Action is implemented and the effectiveness checks are satisfactory, the
Triage Team decides if a Long Term Corrective Action is needed. A Long Term CA would be appropriate if
the root cause points to systemic problems. If so, they begin to develop a Long Term Corrective
Action. The team does this by:
<p>
<font size="2" face="Verdana">
<ul type=bullet>
<li>Reviewing existing processes and procedures </li>
<li>Identifying process weaknesses directly related to root cause </li>
<li>Identifying potential process and procedure changes </li>
<li>Identifying long term effectiveness checks </li>
</ul>
<p>
<font size="2" face="Verdana">
Once the team has competed work on the Long Term Corrective Action, it can be presented to Management
and implemented. The team then collects data to determine if long term effectiveness checks are
satisfactory.
<p>
</td>
</tr>
</table>
<br>
<center>
<table width=600>
<tr>
<td>
<p><p>
<font size=3 face=Verdana Color=Red>
<b>Intended Audience</b></font>
<p>
<font size=2 face="Verdana" color=Black>
The intended audience for this workshop includes Project Managers and Triage Team members, including
QA, Development, and Technical Support. Project Teams should attend this training together as a team,
if possible. Once a Triage team has been trained, I frequently facilitate the first few Triage
Meetings where Root Cause Analysis is involved.
</td>
</tr>
</table>
<br>
<table width=600>
<tr>
<td>
<font size=3 face="Verdana" color=Red>
<b>Tailoring</b>
<p>
</td>
</tr>
<tr>
<td width=20%>
<img src="../gif/tailor.JPG" width=101 height=97 hspace=0 vspace=0 border=0
align="center" alt="tailor">
</td>
<td width=80%>
<font size=2 face=Verdana font color=black>
This workshop can be tailored to meet your specific project needs and development process.
<p>Call for details...
</TD>
</tr>
</TABLE>
</center>
<!--- bottom line -->
<br>
<p align="center">
<img src="../gif/bottomline.gif" width=915 height=6 border=0>
<br>
<!--- Contact Message -->
<center>
<br>
<p align="center">
<font size="3" color=Black face="Arial">
<b>For further information,
<p>call Steve Rakitin at <font size="3" color=Red face="Arial">508.529.4282</font>
<p><font size="3" color=Black face="Arial">or e-mail him at
<a href="mailto:[email protected]"><b>[email protected]</a></b><p><br>
<!--- Bottom Row of Links -->
<center>
<TABLE BORDER=0 WIDTH=375>
<TR>
<TD VALIGN="TOP" >
<FONT FACE="Verdana" color=black SIZE=1>
<a href="../index.html"><b>Home</b></FONT></a></p>
</TD>
<TD VALIGN="TOP" >
<FONT FACE="Verdana" color=black SIZE=1>
<A HREF="/company/summary.html">
<P ALIGN="CENTER"><b>Company Info</b></FONT></a>
</TD>
<TD VALIGN="TOP" >
<FONT FACE="Verdana" color=black SIZE=1>
<A HREF="/company/contact.html">
<P ALIGN="CENTER"><b>Contact Info</b></FONT></a>
</TD>
</TR>
</TABLE>
</center>
<br>
<!-- Copyright -->
<p align="center"><font size="1" color=black face="Arial">
Food for Thought and Predictable Software Development are trademarks of Software Quality Consulting, Inc.<br>
Copyright �2008 Software Quality Consulting, Inc. All rights reserved.<br>
<p>
Updated January 2008</font></p>
</body>
</html>