I recently attended the
Advanced Problem Solving and Root Cause Analysis Workshop provided by Worchester Polytechnic Institute.
Jim Leonard taught a structured root cause methodology for problem solving, which I found very useful. The steps in this comprehensive method include:
- to name the problem by creating the problem statement
- to gather information by asking a series of problem specifying questions
- to note distinctions and changes in the information gathered
- to brainstorm possible causes
- to test the possible causes against the problem specification, verify the true cause, and fix the problem
Emphasis was placed on gathering information to specify the problem through a series of control questions related to the "what, where, when, and size" of the problem. Multiple case studies demonstrated that the problem is usually half solved once the control questions are answered (which reminded me of the ending of the G.I. Joe cartoons from my childhood—"
Now you know, and knowing is half the battle"). I have studied other root cause techniques including the
5 Whys,
Ishikawa fishbone, events and casual analysis, and the informal interview. While I still believe these techniques are valid, I see each one as alternatives to the different steps of Leonard's problem solving process, but none as a complete structured methodology.
