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<%AUTHOR%>Make
the Right Corrections for Your Organization: The Prerequisites for
Uncovering the Root Cause |
by Kay Graham-Gilbert |
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Why is it so difficult to get to the real reason a problem exists?
What is necessary to identify the root cause of a problem?
The difficulty in
getting to the key elements of a problem is that you are dealing
with multiple, diverse drivers. Each one having the potential to
steer you in the wrong direction or camouflage the real culprits.
Another reason is that we have been
programmed to think
and act quickly and hence do not
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believe we have the luxury of taking the appropriate time to analyze
and investigate. We focus on short-term results. And quite frankly,
many people do not know how to get to the real source or have the
appropriate skill set.
Although each of us may not naturally possess the optimum skill set
for problem solving, obtaining the appropriate skills can be
attained. So what attributes are necessary?
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◙ Analytical
The
ability to dissect an issue and identify the cause and affect of
multiple, related branches. This includes being able to decipher
relevant information from irrelevant and reliable data from unreliable
data. It takes practice to hone these skills.
◙ Open-minded
Welcoming new
ideas from yourself and others is very important. You will be hindered,
if you "think you already know" the answer. Explore and let the process
evolve. You will be surprised by what you learn. Most people think they
are open-minded but their thinking and actions indicate otherwise. Make
sure you are not one of them.
◙
Inquisitive Asking questions is the one
essential element to getting to the bottom of an issue. Once a question
is answered, ask why until you arrive at a reasonable conclusion. Here
is an example of how this might be played out.
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Q:
Why was order 67543
delivered late?
A: Because we were missing a part needed to complete the
assembly?
If you stop here you may miss the opportunity to reduce a repeat
performance. You may be tempted to just think that it
was a purchasing or inventory error and be satisfied, but go
deeper.
Q: Why was the part missing?
A: We did not know we needed it?
Q: Why did we not know it was needed?
A: It was not listed in the bill of materials.
Q: Why was it not listed on the bill of materials?
A: Engineering said they had a new part to replace it?
Q: Why wasn't the new part used?
etc.
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You get the idea. Keep
asking questions until you discover the true reason order 67543 did not
ship on time. It is only at this point that you can resolve the issue
and increase performance. Do not be short sighted here. In most cases,
when you get to the root of one problem and take steps to make the
appropriate corrections, you will be stopping the occurrence of multiple
new problems.
◙ Patient As
you can see from the example above, it can take some time to unravel the
mystery. It may require talking to a variety of people, inside
and outside of the company, sifting through a lot of data, waiting for
responses etc. You will be rewarded if you stay focused and wait
until you have all of the information needed to uncover the root cause
and implement the appropriate corrections.
How many of these attributes do you possess? If you possess most,
great. Do you use them to uncover the root cause? If not, begin to
practice these skills. Of the four attributes above, being analytical
may be the most difficult to master. The other three are easy to
understand and in most cases just requires a change of focus.
Exercising your analytical skills may require some training. Having the
skills just provides the ability to get to the sources of issues –
putting the skills into action is what will produce results.
Once you are able to unlock the real reason certain events take place,
you can start the process of making corrections -- the right
corrections.
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You possess the drive to satisfy customers, we
are here to help you get there.
Performance Improvement
across the organization
Copyright
©
2005 Interactive Consulting. All rights reserved.
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