2.8.4 How to apply root cause analysis to solve problems Flashcards

1
Q

State:

The purpose of Root Cause Analysis (RCA)

A

Get to the ‘root’ of the problem by asking questions such as:
* What is the problem
* What has caused the problem
* How can the problem be solved

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2
Q

Fill The Blank:

Once the ……… of a problem is found, an assessment of the situation can take place and consideration given to what lessons have been ……………. and how ……………. problems can be ……………. in the future

A

Root, Learnt, Similar, Mitigated

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3
Q

Fill The Blank:

The defined process for RCA should be followed to ensure the analysis is efficient, ……………. and …………..

A

Effective, Useful

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4
Q

Fill The Blank:

A …………….. can be simple with one root cause or more complex with multiple ………… causes and time must be given to establish if all the root causes associated with a problem have been identified

A

Problem, Root

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5
Q

Fill The Blank:

The problem solving approach should be …………… for investigating the problem, enabling gathering the …………………. and detailed ………………… as to why and how the problem has occurred.

A

Planned, relevant, evidence

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6
Q

Explain:

Why documentation during root cause analysis must be created

A

Needs to be sufficient information to support the identification of any potential corrective actions that will be required

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7
Q

Explain:

The five ‘whys’ method in root cause analysis

A

When every ‘why’ question is asked, a further ‘why’ question is posed until eventually the root cause fo the problem is exposed

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8
Q

Fill The Blank:

Root cause analysis should be used when an ………… occurs that results in outcomes that …………………………. an organisation and its stakeholders

A

Issue, Disadvantages

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9
Q

State:

3 examples of criteria that that can be used to determine if an RCA should be carried out

A

3 of:
* Failure of service delivery/functional operations
* Loss of data
* The occurence of an undefined process
* System downtime
* Complaint or feedback from a stakeholder

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10
Q

Fill The Blank:

Step 1
Important to …………… what the problem is and the impact that is has on the stakeholders involved. How does it impact on the business ……………… and consider if there is a potential ……………. of the investigation happening on the stakeholders

Process of RCA

A

Identify, Function, Impact

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11
Q

Fill The Blank:

Step 2
What …………………. is there available about issues/problems that have occured and when did it happen and what …………… where also being carried out? Gather as much information and data as possible

Process of RCA

A

Information, Tasks

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12
Q

Fill The Blank:

Step 3
What would be the ………. on the organisation and stakeholders if the problem is not ………… at all - or delayed

Process of RCA

A

Impact, Resolved

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13
Q

Fill The Blank:

Step 4
Once information and data is gathered, identify what caused the …………… to occur - there could be more than one

Process of RCA

A

Problem

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14
Q

Fill The Blank:

Step 5
Use the … ………. until you get to the ……….. cause of the problem

Process of RCA

A

5 Whys, Root

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15
Q

Fill The Blank:

Step 6
If there is more than one cause to a problem, use a ………….. approach and plan and organise priorities of what should be solved first considering the ………. these changes can have on the organisation

Process of RCA

A

Systematic, Impact

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16
Q

Fill The Blank:

Step 7
Eliminate the problem by identifying suitable …………………., this will be affected by the prioritisation of tasks and the …………………

Process of RCA

A

Solutions, Investigation

17
Q

Fill The Blank:

Step 8
……….. the process of changes in the technology and make changes as and when required

A

Monitor

18
Q

Fill The Blank:

Step 9
Establish how and when the system will be ………../monitored to ensure that it is ………………….. as required

A

Tested, Performing