Root cause analysis

Let us suppose that an organization is not satisfied with the level of non-conformities on product X. So, the first step is to focus the effort of improvement, by performing a symptom diagnosis using, for example, a Pareto chart.

After this initial screening the organization needs:
a) to determine probable causes;
b) make some tests or investigations to find root-cause(s);
c) develop alternative solutions;
d) select the best one;
e) implement the solution;
f) check the effectiveness of that solution

The five whys technique is used on step a). Normally, root causes are deeply hidden in the way an organization works and decides how to act. So, when looking into the cause of a problem an organization someone asks:

- Why is this problem happening?

A answer can be:

- That happens because people have no training

That is a first why, a first cause for a problem. After that someone might ask:

- And why do people have no training?

- Because they are new employees and they did not receive any initial training

- And why did they not receive any initial training?

- Because the training department was not informed of their arrival

- And why was the training department not informed of their arrival?

- Because we did not plan their integration in the company, and they had to be integrated in a hurry to close the gap in people needed to work in the Summer season

- And why did we not plan their integration, the summer season requirements is well known in advance?

- So, if we improve our preparation of the Summer season, we can prepare new employees integration, give them training and avoid future problems.

Asking why five times can lead us to a deep systemic cause with impact on the problem and manageable by those that want to improve the organization.

The following material will provide you with information about root cause analysis:
- Aerticle - ISO 9001 – How to use root cause analysis to support corrective actions in your QMS - https://advisera.com/9001academy/blog/2016/03/01/how-to-use-root-cause-analysis-to-support-corrective-actions-in-your-qms/
- Free webinar – Measurement, analysis, and improvement according to ISO 9001:2015 - https://advisera.com/9001academy/webinar/measurement-analysis-and-improvement-according-to-iso-9001-2015-free-webinar/
- book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/