Fixing the Root Cause

Fixing the root cause (aka Corrective Action):

• “Fixing” the root cause is often called a Corrective Action Plan. A good solution will keep the problem from occurring again and is practical, feasible and cost-effective as well as robust and sustainable.
• To address (fix) the root cause, potential root cause solutions are evaluated, a solution (or combination of solutions) is selected, the action plan is developed, and the solution is implemented and verified.

Evaluate potential solutions:

• Combine solutions that are similar or are extensions of each other.
• Screen solution candidates for practicality, feasibility and cost-effectiveness; delete those that fail these tests.

Select the best solution:

• Develop a criteria and an approach to be used to evaluate solution candidates against that criteria.
• Decision Matrices can aid decision-making; many types of matrices are available to help evaluate solution candidates including:
  • Pros & Cons Matrix
  • Force Field Analysis
  • Plus-Minus Attribute Rating
  • Musts and Wants Analysis
  • Nominal Group Technique
  • Voting and Ranking
  • Kano Analysis
  • (Is one technique better than another? That is up to you to decide.)

Develop and implement the action plan:

• The action plan outlines what steps are needed to implement the solution, who will do them, and when they will be completed.
• Simple Action Plans have a “who, what, & when” format.
• Complex Action Plans often use PERT and Gantt Charts as action planning tools.

Verify the action plan:

• Verify that the solution works as designed.
• Always check to see if the solution creates new problems by checking with the users, asking specific questions on use, usability and performance. To verify, ask:
  • Does it work?
  • How well does it work?
  • Does it work for all conditions and all participants?
  • Does it create other problems?
• Adjust the solution quickly if:
  • Instructions are unclear
  • Using the solution creates confusion
  • The solution creates other problems