Description

Duration

2 Days

12 CPD hours

This course is intended for

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.

Overview

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

Business success is dependent on effective resolution of the problems that present themselves every day. Often the same or similar problems continue causing repeated losses in time or money and your staff become experts at fixing rather than preventing the problems. Learn to find and fix root causes and develop corrective actions that will effectively eliminate or control these problems.

Section 1: RCA Foundation Concepts and Objectives

Section Learning Objectives

Discuss Definitions ? IT Perspective

Discuss What is a problem and why do they exist?

What is Root Cause?

RCA Benefits and Approaches

Event and Casual Analysis

Event and Causal Analysis: Exercise 1c Worksheet

RCA Tools for each approach

Section Summary and Conclusions

Section 2: Enhance use of RCA tools

Why use a Particular Method

Tool: Change Analysis

Change Analysis Examples

Tool: How to Resolve Conflict

Tool: 5 Why?s

Example Learning Management Problem

Tool: Cause and Effect

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

Tool: Failure Modes and Effects Analysis (FMEA)

Example: Failure Modes and Effects Analysis

Tool: Design / Application Review

Section 3: Problem Resolution and Prevention

Section Objectives

The Secret of Solving Problems:

-A Note about Statistical Control

-A Note about Fire Fighting

Technique: Business Process Mapping

Example: IGOE

Technique: Lean Six Sigma and DMAIC

Lean Six Sigma Benefits

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

Technique: Business Process Maturity Model

Five Levels of Maturity

Section 4: Capability Improvement for RCA

Steps in Disciplined Problem Solving

RCA as a RCA Process

Key RCA Role Considerations

Sustainable RCA Improvement

Organizational Units

Process Area Goals, Practices

Specific and General Practices

Specific Practice Examples

Software Maturity Survey

SWOT Analysis Worksheet

Recognize the importance of the Change Management component in your RCA implementation

Using the ADKAR Model to Communicate Change

-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

The ADKAR Model: Reinforcement

Section 5: Course Summary and Conclusions

Plan the Proposal and Business Case

Example: 1 Page Business Case

Resource Guide

Questions

Course Images

BA17 - Problem Determination Root Cause Analysis (RCA)

By Nexus Human

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