Programming & Development

BA17 - Advanced Root Cause Analysis


Problem determination skills cannot be acquired by reading a book. They mostly come from experience. After this course, you will have a general understanding of a structured problem determination approach, which you can then apply in your daily work.

Who Should Attend

Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, corrective action coordinators or managers; supervisors, team leaders, and process operators; anyone who wants to improve their ability to solve recurring problems.

Course Objectives

    At the completion of this course, you should be able to:

  • Identify the different types of tools and techniques available
  • Apply change management successfully
  • Review what to look for when applying business case thinking to Root Cause Analysis
  • Develop a process to systematically approach problems

Course Outline:

Section Learning Objectives
Discuss Definitions – IT Perspective
Discuss What is a problem and why do they exist?
Exercise 1a: Why is RCA important
What is Root Cause?
RCA Benefits and Approaches
Exercise 1b: Why are multiple approaches important?
Event and Casual Analysis
Exercise 1c: Apply Event and Causal Analysis
Event and Causal Analysis: Exercise 1c Worksheet
RCA Tools for each approach
Exercise 1D: Prepare for Case Study
Section Summary and Conclusions

Why use a Particular Method
Tool: Change Analysis
Change Analysis Examples
Exercise 2a: Apply Change Analysis
Exercise 2b: Change Analysis Worksheet
Tool: How to Resolve Conflict
Tool: 5 Why’s
Example Learning Management Problem
Exercise 2b: Apply 5 Why’s Sequence-of-Events
Exercise 2b: Worksheet
Tool: Cause and Effect
Exercise 2c: Apply Cause and Effect
Exercise 2c: Cause and Effect Worksheet
Tool: Fault Tree Analysis
Why do we use Fault Tree Analysis?
How does it work?
Fault Tree Diagram Symbols
Example #1 of FTA: Car Hits Object
Exercise 2D: Apply Fault Tree Analysis
Tool: Failure Modes and Effects Analysis (FMEA)
Example: Failure Modes and Effects Analysis
Exercise 2E: Apply FMEA
Tool: Design / Application Review
Exercise 2d: Apply Design/Application Review
Section summary & conclusions

Section Objectives
The Secret of Solving Problems
A Note about Statistical Control
A Note about Fire Fighting
Technique: Business Process Mapping
Example: IGOE
Exercise 3A: Problem as IGOE
Exercise 3A: IGOE Template
Technique: Lean Six Sigma and DMAIC
Lean Six Sigma Benefits
Exercise 3B: Apply Lean Six Sigma
Importance of Understanding the Business Process
The Business Process Mandate
Technique: Process Modeling
Graphical Notation Standard (BPMN)
What is Business Process Modeling Notation (BPMN)?
Benefits of BPMN
Basic Components of BPMN
Exercise 3C: Use BPMN to Document a Current State
Technique: Business Process Maturity Model
Five Levels of Maturity
Exercise 3D: Appraise Business Process Maturity Level
Section Summary and Conclusions

Section Learning Objectives
Steps in Disciplined Problem Solving
RCA as a RCA Process
Key RCA Role Considerations
Exercise 4A: Apply RCA to RCA Process
Sustainable RCA Improvement
Organizational Units
Process Area Goals, Practices
Specific and General Practices
Specific Practice Examples
Software Maturity Survey
Exercise 4B: Apply Strengths, Weakness, Opportunities and Threats (SWOT) to RCA
SWOT Analysis Worksheet
Recognize the importance of the Change Management component in your RCA implementation
Using the ADKAR Model to Communicate Change
Review ADKAR® Model –
Awareness of the need for change
Desire to participate and support the change
Knowledge on how to change
Ability to implement required skills and behaviors
Reinforcement to sustain the change
Exercise 4C: Create an Ability Checklist
The ADKAR Model: Reinforcement
Exercise 4D: Find two examples of how ADKAR will be different
Section Summary and Conclusions

Plan the Proposal and Business Case
Example: 1 Page Business Case
Exercise 5A: Creating Action Plans
Resource Guide

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