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