continuous quality improvement using root cause analysis qatest-2011 ben linders
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 1
Ben Linders Advies
Continuous Quality Improvement
using
Root Cause Analysis
Ben LindersSenior Consultant
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 2
Ben Linders Advies Root Cause Analysis (RCA)
� When: Business Needs
� How: Process & Tools
� Key Success Factors
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 3
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
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 4
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!”
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 5
Ben Linders Advies Business benefits
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 6
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
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�ᶷ
QA&Test, Bilbao Spain (c) Ben Linders, October 2011 7
Ben Linders Advies
Applying RCA
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 8
Ben Linders Advies
RCA Process
1 Preparation
2 Meeting
2.1 Define Problem
2.2 Cause and Effect
2.3 Effective Solutions
3 Report
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 9
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
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 10
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?
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 11
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
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 12
Ben Linders Advies
Effective Solutions
Criteria:
� Prevent recurrence
� Be within control
� Aligned with targets
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 13
Ben Linders Advies
Report
� Problems
� Loss
� Cause & Effect chart
� Solutions
� Implementation
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 14
Ben Linders Advies
Support
• Process
• Checklist
• Report template& Example
• Presentation Template
• Articles
All available at:www.benlinders.com/tools/
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 15
Ben Linders Advies Key Success Factors
� Problem Selection
� Knowledge & Skills
� Visible Improvement
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 16
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
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 17
Ben Linders Advies Knowledge & Skills
Session Moderation:Understand problem area
Ask the right questions
Problem Analysis:Causes + Relationships
First analysis, then solutions
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 18
Ben Linders Advies
Communication: Tool for organizational changes,
needed for meeting targets!
Learning & continuously improve
Manage & track improvements
Show business benefits
Visible Improvement
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 19
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
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 20
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
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QA&Test, Bilbao Spain (c) Ben Linders, October 2011 21
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