Root Cause Analysis
80% to 90% of resolving “things that don’t work right” lies in looking at the situation with a focus on process. Most problems have one of these root causes:
- An existing process is not being followed
- The process is flawed
- Associates don’t know or understand the process
- There is no documented process
Take the first step in resolving poor or missing results by auditing performance to identify one of the root causes shown above. Next, write down your findings and a simple list of steps to achieve process improvement including:
(1) Interview front-line associates to identify what works.
(2) Flow chart the process elements needed
(3) Draft, then edit your process document
(4) Publish the process and train, train, train
(5) Audit performance to confirm initial desired results are achieved
(6) Periodically, measure performance to assure the process has not “fallen out”
Remember to constantly maintain a continuous process improvement culture that includes adjusting the process as needed to optimize results as conditions and requirements change.