Root Cause Analysis (CONT’D FROM PAGE 58)
Board Converting NEWS INTERNET DIRECTORY
• Ingredient to include in your process: An effective col- laborative approach • Ingredient to keep out of your process: blame! How To Lead The Process Someone will have to lead. This person must be fully supported from the top and then be able to work with a group of people in ways that build a safe environment that encourages an open and sometimes differing perspective regarding what took place and why it took place. Addi- tionally, the leader of this process must remain true to the stated goals. Most importantly, everyone must trust that no one will be singled out for punishment. My experience with building this process is that prob- lems that seem to take place only in one department or because of one person’s mistake often are more complex than they seem. Many times, more than one individual had some influence on the non-preferred outcome (see Game 6 of the 1986 World Series—it wasn’t all because of Buckner) and so it takes several meetings before people begin to relax and trust each other enough to realize that the light they see is looking for a solution and not simply for someone to blame. Every person’s perspective as to what and why the mistake was made must be heard and respected and every person must feel that their contribu- tion to the solution is welcome. Take the necessary time to build a feeling of safety and openness. Focus on the opportunity to save time and mon- ey in the future through greater compliance to procedures and more open communication between individuals and departments. Have a clear understanding of the financial cost of the non-compliance but do not dwell on the loss of money caused by the mistake. You may want to have individual discussions with participants before meeting as a group. Not following these suggestions may not neces- sarily lead to failure in the development of your process but they will certainly make getting off the ground more challenging. One Way To Begin When meeting with the group to work through the root cause analysis, start out by describing the goal. Keep it clear and simple and be prepared to continuously check to see if the thread of the process is still there as you move through discussions. We are here to work as a coopera- tive team to figure out how to refine our procedures to be more cost effective in our approach to building greater customer satisfaction and internal efficiency. Continue with a brief description of the process. We are going to work together to achieve greater openness so that we can have a better understanding of what we can all do better. We will try to figure out why things led to a problem and then work together to come up with solu- tions. No one is expected to be perfect or to shoulder all the blame when something has gone wrong. We want to make sure we have working procedures. If they are not yet
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April 28, 2025
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