Root Cause Analysis - allaboutmetallurgy.com

1 root Cause AnalysisAlso available from ASQ Quality Press:The Quality Toolbox, Second EditionNancy R. TagueThe Quality Improvement Handbook, Second EditionASQ Quality Management Division and John E. Bauer, Grace L. Duffy, Russell T. Westcott, editorsThe Certified Manager of Quality/Organizational Excellence Handbook, Third EditionRussell T. Westcott, editorBringing Business Ethics to Life: Achieving Corporate Social ResponsibilityBj rn AndersenCorrect! Prevent! Improve!: Driving Improvement Through Problem Solving and Corrective and Preventive ActionJeanne Ketola and Kathy RobertsQuality Essentials: A Reference Guide from A to ZJack B.

2 ReVelleFailure Mode and Effect Analysis : FMEA from Theory to Execution, Second EditionD. H. StamatisBusiness Performance Through Lean Six Sigma: Linking the Knowledge Worker, the Twelve Pillars, and BaldrigeJames T. SchuttaBusiness Process Improvement ToolboxBj rn AndersenPerformance Measurement Explained: Designing and Implementing Your State-of-the-Art SystemBj rn Andersen and Tom FagerhaugThe Path to Profitable Measures: 10 Steps to Feedback That Fuels PerformanceMark W. MorganTo request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at Quality PressMilwaukee, WisconsinRoot Cause AnalysisSimplified Tools and TechniquesSecond EditionBj rn AndersenTom Fagerhaug American Society for Quality, Quality Press, Milwaukee 53203 2006 by ASQAll rights reserved.

3 Published 2006 Printed in the United States of America12 11 10 09 08 07 06 5 4 3 2 1 Library of Congress Cataloging-in-Publication DataAndersen, Bj rn. root Cause Analysis : simplified tools and techniques / Bj rn Andersen, Tom Fagerhaug. p. cm. Includes bibliographical references and index. ISBN-13: 978-0-87389-692-4 (soft cover : alk. paper) ISBN-10: 0-87389-692-0 (soft cover : alk. paper) 1. Total quality management. 2. Problem solving. 3. Quality control. I. Fagerhaug, Tom, 1968 II. Title. 2006 '013 dc22 2006013169 ISBN-13: 978-0-87389-692-4 ISBN-10: 0-87389-692-0No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the : William A.

4 TonyAcquisitions Editor: Annemieke HytinenProject Editor: Paul O MaraProduction Administrator: Randall BensonASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge Bookstores, Wholesalers, Schools and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, Box 3005, Milwaukee, WI place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946.

5 Visit our Web site at or in the United States of America Printed on acid-free paperviiTable of ContentsPreface to the Second Edition .. xiiiChapter 1 Practical Problem Solving .. 1 Definition of a Problem .. 2 How to Solve a Problem .. 3 Different Levels of causes .. 4 Find the root Cause ! .. 5 Eliminate the root Cause !! .. 6A Problem Solving Process .. 7 The Steps in Problem Solving .. 8 Proactive Problem Prevention Could Render root Cause Analysis Superfluous .. 9 Chapter 2 root Cause Analysis .. 11A Definition of root Cause Analysis .. 12 What Is root Cause Analysis ? .. 13 Groups of root Cause Analysis Tools.

6 14 The Individual root Cause Analysis Tools .. 16 Conducting a root Cause Analysis .. 19 Chapter 3 Tools for Problem Understanding .. 21 Problem Understanding .. 22 The Purpose and Applications of Flowcharts .. 23 The Steps in Using Flowcharts .. 24 Flowcharts Example Paper Mill .. 25 Checklist for Flowcharts .. 26 The Purpose and Applications of Critical Incident .. 27 The Steps in Using Critical 28 Critical Incident Example Sales Visits .. 29 Checklist for Critical Incident .. 30viii Table of Content sThe Purpose and Applications of Spider Charts .. 31 The Steps in Using Spider 32 Spider Chart Example Social Welfare Office.

7 33 Checklist for Spider Charts .. 34 Spider Chart Template .. 35 The Purpose and Applications of Performance Matrices .. 36 The Steps in Using Performance Matrices .. 37 Performance Matrix Example Social Welfare Office .. 38 Checklist for Performance Matrices .. 39 Performance Matrix Template .. 40 Problem Understanding Checklist .. 41 Chapter 4 Tools for Problem Cause Brainstorming .. 43 Problem Cause Brainstorming .. 44 The Purpose and Applications of Brainstorming .. 45 The Steps in 46 Checklist for Brainstorming .. 47 Brainstorming Recording Template .. 48 The Purpose and Applications of Brainwriting.

8 49 The Steps in Brainwriting .. 50 Checklist for Brainwriting .. 51 Brainwriting Card and Whiteboard Template .. 52 The Purpose and Applications of Is Is Not 53 The Steps in Is Is Not Matrices .. 54Is Is Not Matrix Example Real Estate Agent .. 55 Checklist for Is Is Not Matrices .. 56Is Is Not Matrix Template .. 57 The Purpose and Applications of Nominal Group Technique (NGT) .. 58 The Steps in Nominal Group Technique .. 59 Checklist for Nominal Group Technique .. 61 Nominal Group Technique Idea and Ranking Cards .. 62 The Purpose and Applications of Paired Comparisons .. 63 The Steps in Paired Comparisons.

9 64 Paired Comparisons Example Car Dealer .. 65 Checklist for Paired Comparisons .. 66 Paired Comparisons Template .. 67 Problem Cause Brainstorming Checklist .. 68 Chapter 5 Tools for Problem Cause Data Collection .. 69 Problem Cause Data Collection .. 70 The Purpose and Applications of Sampling .. 71 The Steps in Using Sampling .. 72 Checklist for Sampling .. 73 Table of Contents ixThe Purpose and Applications of Surveys .. 75 The Steps in Using Surveys .. 76 Customer Satisfaction Survey Example Computer Store .. 77 Checklist for Surveys .. 78 The Purpose and Applications of Check Sheets.

10 79 The Steps in Using Check Sheets .. 80 Check Sheet Example Bookstore .. 81 Checklist for Check 82 Check Sheet Template .. 83 Problem Cause Data Collection 84 Chapter 6 Tools for Problem Cause Data Analysis .. 85 Problem Cause Data Analysis .. 86 The Purpose and Applications of Histograms .. 87 The Steps in Using Histograms .. 88 Interpreting a Histogram .. 89 Checklist for Histograms .. 90 Histogram Template .. 91 The Purpose and Applications of Pareto Charts .. 92 The Steps in Using Pareto 93 Pareto Chart Example Cat Studio .. 94 Checklist for Pareto Charts .. 95 Pareto Chart Template.