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Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
ROOT CAUSE ANALYSISFebruary 2014
Think .… Investigate ResolveThink .… Investigate Resolve
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
Today’s Agenda
Page 1
1. Introduction to Thinking Dimensions LLC
2. Overview of the KEPNERandFOURIE™ Critical Thinking Skills
3. Demonstration of our Root Cause Analysis process via a case study
4. Reference/Close
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
About Thinking Dimensions
Solutions• Corporate Strategy• Operational Improvement• Learning & Development
Approach• Bring proven thinking methodologies to
assist clients battling growth, cost, productivity and innovation challenges
• Our collaborative strategy, process improvement and KEPNERandFOURIE™ Thinking Technologies guide the development of effective corporate strategies, operational improvements, innovation and L&D solutions
Used by some of the most well-known companies world-wide
–Norfolk Naval Shipyard- Stihl Inc.- BASF- Church & Dwight Co.
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
Intellectual Foundation
Developed by Dr. Chuck Kepner and Dr. Matthys Fourie
Recognized experts in design and consulting Integration of rational, creative and intuitive
dimensions of thinking Application of divergent - convergent
thinking skills Scalable approaches to deal with different
tiers of problems and complexity levels Action Plan Oriented Results Based
Dr. Chuck Kepner
Dr. Matthys Fourie
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
Thinking about Thinking as a Process
InformationData
KnowledgeExperience
Facts
Gather Gather SortSort
Organize Organize AnalyzeAnalyzeConfirmConfirm
Inputs Process Output
Rational
Creative
Intuitive
Root CauseSolution
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
Knowing which Questions to ask….
QuestioningQuestioning is key
Makes your Thinking VisibleThinking Visible
Provides a Consistent Common Language Consistent Common Language
Copyright 2011 © KEPNERandFOURIE™ All rights reserved www.thinkingdimensionsglobal.com
Think ..… Investigate Resolve
Thinking Process
DivergentThinking
ConvergentThinking
Procedure for addressing an Incident
1.State the problem
2.Gather incident/problem detail
3.Evaluate for causes
4.Confirm true cause1. Testing2. Verifying root cause
Copyright 2011 © KEPNERandFOURIE™ All rights reserved www.thinkingdimensionsglobal.com
Think ..… Investigate Resolve
DivergentThinking
ConvergentThinking
Procedure for addressing an Incident
1.State the problem
2.Gather incident/problem detail
3.Evaluate for causes
4.Confirm true cause1. Testing2. Verifying root cause
Factual
information
gathering
Thinking Process
Copyright 2011 © KEPNERandFOURIE™ All rights reserved www.thinkingdimensionsglobal.com
Think ..… Investigate Resolve
DivergentThinking
ConvergentThinking
Procedure for addressing an Incident
1.State the problem
2.Gather incident/problem detail
3.Evaluate for causes
4.Confirm true cause1. Testing2. Verifying root cause
Factual
information
gathering
Intuitive analysis of own suggestions
Thinking Process
Copyright 2011 © KEPNERandFOURIE™ All rights reserved www.thinkingdimensionsglobal.com
Think ..… Investigate Resolve
“Minimalistic principle”..
• Only need to analyze the information that would be relevant to the incident
• Worked questions within a customized “factor analysis” framework
• Get a quick factual “snapshot” of the characteristics of the incident and then use SME experience and gut feel to explain the snapshot
• Test SME inputs against logic of snapshot
“Too much informationcan cause confusion.
The key is to get all therelevant information
onlyand that is
substantially less thangathering all the
Information.”Innovation – the FreeZone
thinking experience.
by Kepner & Fourie
Copyright 2011 © KEPNERandFOURIE™ All rights reserved www.thinkingdimensionsglobal.com
Think ..… Investigate Resolve
ThinkingWisePURPOSE: To determine the correct focus ofcomplex/vague problems
CauseWisePURPOSE: To find the truecause(s) of a deviation
PriorityWisePURPOSE:
To prioritize
problems SolutionWise
PURPOSE: To find the best solution for a given situation
RiskWisePURPOSE: To avoid future problems
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
Levels of Problem Solving
Tier 1: Typical problem with typical causes- “TOYF” Approach /Check List
Tier 2: Atypical problem with expert guesses…but no proof that expert guess is the true cause
- Intuitive Approach to verify true cause
Tier 3: Atypical problem: No idea- Investigative Approach (deep dive with metrics)
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
PITFALLS in ROOT CAUSE ANALYSIS
Pitfall is looking for the people reason first
First look for the technical reason – True Cause
Once verified, then look for the people reason – Root Cause
DeviationTrue
CauseRoot Cause
EVENT TECHNICAL The P’s
Copyright © 2012 Thinking Dimensions Global - Singapore. All Rights Reserved.
True Cause vs. Root Cause
TRUE CAUSE: technical reason for failure
ROOT CAUSE: reason(s) for the technical failure–People–Processes–Procedures/Policies_______________________________________________
SOLUTIONWISE: agreement about what to do
Steps in CauseWiseSteps in CauseWise
1. Determine Problem Statement
2. Clarify Problem Detail
Is But Not Why (Not)
3. Generate Causes
4. Confirm True Cause
Testing Verification
Please read the Case Study: Fine Metals Company
Corner Unit Rejects
April 18, 2023 www.thinkingdimensions.com 17
PROBLEM STATEMENTPROBLEM STATEMENT
Object
• Painted units
• Corner Units
• Bus Window Corner
Units
Fault
• Rejected
• Paint Problems
• Rough spots
• Fish eyes
April 18, 2023 www.thinkingdimensions.com 19
CauseWise: Step 1
Problem Statement
Object Fault
Bus Window Corner Units
Rough Spots
CLARIFY PROBLEM DETAIL
1 “IS” “BUT NOT” “WHY NOT”
2
3
4
5
6
7
April 18, 2023 www.thinkingdimensions.com 21
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 22
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 23
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short UnitsNew Operators
Higher Rate
Own Line
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 24
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short UnitsNew Operators
Higher Rate
Own Line
2. Rough Spots
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 25
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
New Operators
Higher Rate
Own Line
2. Rough Spots Flaking
Running
Orange Peel
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 26
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
New Operators
Higher Rate
Own Line
2. Rough Spots Flaking
Running
Orange Peel
Function of dirt
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 27
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
New Operators
Higher Rate
Own Line
2. Rough Spots Flaking
Running
Orange Peel
Function of dirt
3. Line 2
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 28
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
New Operators
Higher Rate
Own Line
2. Rough Spots Flaking
Running
Orange Peel
Function of dirt
3. Line 2
Paint Booth Exit
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 29
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
New Operators
Higher Rate
Own Line
2. Rough Spots Flaking
Running
Orange Peel
Function of dirt
3. Line 2
Paint Booth Exit
Packaging
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 30
“IS” “BUT NOT” “WHY NOT”
1. Bus Window Corner Units
Window Long Units
Window Short Units
New Operators
Higher Rate
Own Line
2. Rough Spots Flaking
Running
Orange Peel
Function of dirt
3. Line 2
Paint Booth Exit
Packaging 1st inspection point
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 31
4 Random on painted surface
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 32
4 Random on painted surface
Isolated
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 33
4 Random on painted surface
Isolated
Specific place
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 34
4 Random on painted surface
Isolated
Specific place
Pattern
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 35
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 36
4 Random on painted surface
Isolated
Specific place
Patterned
DNK
DNK
5 Monday, 2 Oct
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 37
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 38
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak Period started
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
PatternPattern
PERIODIC
SPORADIC
CONTINUOUS
April 18, 2023 www.thinkingdimensions.com 40
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak Period started
6 Periodic
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 41
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak period started
6 Periodic
Every hour
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 42
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak period started
6 Periodic
Every hour
Continuous
Sporadic
Wash tank changeover
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
Sequence of Events
• What was happening to the object in its sequence of events when the fault was first noticed?
• When in the life cycle of the object was the fault first noticed?
April 18, 2023 www.thinkingdimensions.com 44
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak period started
6 Periodic
Every hour
Continuous
Sporadic
Wash tank changeover
7 During initial visual inspection
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 45
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak period started
6 Periodic
Every hour
Continuous
Sporadic
Wash tank changeover
7 During initial visual inspection
During final visual inspection
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
April 18, 2023 www.thinkingdimensions.com 46
4 Random on painted surface
Isolated
Specific place
Pattern
DNK
DNK
5 Monday, 2 Oct Before
After
Peak period started
6 Periodic
Every hour
Continuous
Sporadic
Wash tank changeover
7 During initial visual inspection
During final visual inspection
First time units are inspected
CauseWise: Clarify Problem Detail
Case: Bus Window Corner Units
CLARIFY PROBLEM DETAIL
1 Window Corner Units Long & Short Unit •New Employees
•More produced per hour
•Own Production Line
2 Rough Spots Running, Flaking and Peeling
Function of Dirt
3 Paint Booth Exit Packaging First inspection place
4 Random spots on the painted surfaces
Isolated, or at a specific place every time
Do not know
5 Monday, October 2nd Before or After Peak period in the last few days
6 Periodic, every hour Continuous, sporadic Wash tank changes after cleaning every hour
7 During initial inspection Final visual inspection Do not know
Steps in CauseWiseSteps in CauseWise
Determine Problem Statement
Clarify Problem Detail
Is But Not Why (Not)
Generate Causes
Confirm True Cause
Testing Verification
Generate Possible Causes
• New employees
Generate Possible Causes
• New employees do not have the experience to do the job properly.
Generate Possible Causes• New employees cannot handle the higher
production volume and therefore do not do the paint spraying properly.
Generate Possible Causes• New employees cannot handle the higher
production volume and therefore do not do the paint spraying properly.
• Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Generate Possible Causes• New employees cannot handle the higher
production volume and therefore do not do the paint spraying properly.
• Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
• Washing liquid getting contaminated towards the end of the wash cycle, not cleaning the surfaces properly.
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Testing Question
If “New employees cannot handle the higher production volume and therefore do not do the paint spraying properly” is the true cause, how does it substantiate that we have a problem with “Window Corner Units” and not the “Long and Short Corner Units”?
Testing for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes
Testing Question
If “New employees cannot handle the higher production volume and therefore do not do the paint spraying properly” is the true cause, how does it substantiate that we have a problem with “Rough Spots” and not with “Flaking, running or peeling”?
Testing for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Recording Assumptions• No: It rather explains the “running” fault.
Testing for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes
Testing for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1
Recording Assumptions• No: It rather explains the “running” fault.
• A1: Only if the higher production volumes influenced the abilities of the operators in cleaning the tanks.
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Recording Assumptions• No: It rather explains the “running” fault.
• A1: Only if the higher production volumes influenced the abilities of the operators in cleaning the tanks.
• No: Rejects as a result of dirt will occur throughout the cycle.
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Yes Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Yes Yes Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Yes Yes Yes Yes
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Yes Yes Yes Yes Yes A2
Recording Assumptions• No: It rather explains the “running” fault. • A1: Only if the higher production volumes
influenced the abilities of the operators in cleaning the tanks.
• No: Rejects as a result of dirt will occur throughout the cycle.
• A2: Only if the rejects are the last number of units being rejected at the end of each cycle.
Test for True Cause
New employees cannot handle the higher production volume and therefore do not do the paint spraying properly.
Washing tanks on Line 2 not cleaned properly, leaving dirt behind on the corner unit surfaces.
Washing liquid getting contaminated towards the end of the wash cycle not cleaning the surfaces properly.
Yes No
Yes Yes Yes Yes A1 No
Yes Yes Yes Yes Yes A2 Yes
Verify for True Cause• Verify assumptions.
• Verify information in the analysis.
• Verify whether the cause went away.
• Verify “A2: Only if the rejects are the last number of units being rejected at the end of each cycle.”
• (Check the strength of the solution at the end of the washing cycle)
TestimonialTestimonial
“Prior to our use of Kepner and Fourie CauseWise and SolutionWise, it took us from 2 weeks to several months to “turn around” a plan of action to improve our processes and prevent re-occurence. That time has been reduced to less than one week on complex issues. On non-complex issues, the turn around time for “return to work” with the solution buy-in has been reduced from >12 hours to 1.5 hours.”
Quality Manager Naval Shipyard
April 18, 2023 www.thinkingdimensions.com 76
April 18, 2023 www.thinkingdimensions.com FJC presentation 23 July 2008 77
April 18, 2023 www.thinkingdimensions.com ASQ February 2014 78
THINKING DIMENSIONS LLCTHINKING DIMENSIONS LLC
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