Failure, be it in the workplace or in everyday life, is inevitable. When things go wrong, it's crucial to understand not just the surface causes, but the underlying factors that contributed to the failure. This deeper understanding is precisely what root cause analysis provides. Root cause analysis is an investigative approach that digs beneath the surface to identify the true cause of a problem, allowing for the implementation of effective solutions.
Industry experts have long advocated for the use of root cause analysis in all investigations of failures. This article will explore the value of a more holistic approach to root cause analysis, getting beyond the traditional "five whys" approach and add “what” to our root cause analysis vocabulary.
Root Cause Analysis: A Powerful Tool for Understanding Failures
Dr. Todd Conklin, a renowned expert in human and organizational performance, has emphasized the importance of root cause analysis in his work. He states, "We will not find the answers to our problems in the events themselves. We have to look for the answers in the context of the events – the environment, the culture, the systems that surround the events." (Conklin, 2012). This quote highlights the need to look beyond the immediate circumstances of a failure and consider the broader context in which it occurred.
By adopting a holistic root cause analysis, organizations can shift their focus from assigning blame to individuals to understanding the systems and processes that allowed the failure to occur in the first place. As Conklin puts it, "Our goal is not to find out who failed, but rather to understand how the system allowed the failure to occur" (Conklin, 2016).
Moving Beyond the Five Whys: Emphasizing "What" Over "Why" or "Who"
The traditional "five whys" method of problem-solving encourages asking "why" five times to uncover the root cause of a failure. While this approach has its merits, it can often lead to an oversimplification of complex issues and may inadvertently prompt blame or finger-pointing
Instead, a holistic root cause analysis encourages investigators to focus on "what" rather than "why" or "who." By asking what happened, what could have been done differently, and what systems contributed to the failure, investigators are better equipped to unearth the “what” to revolutionize solutions. Asking and understanding the “why” only scratches the surface of true innovation.
"By embracing a holistic approach to root cause analysis, we open the door to a world of possibilities, where we not only solve problems, but also uncover new opportunities for growth and improvement."
Here are some tips to help shift the focus from "who" and "why" to "what" in root cause analysis:
Ask open-ended questions: Instead of asking questions that prompt a "yes" or "no" answer or those that focus on assigning blame, ask open-ended questions that encourage a discussion of what happened and what could have been done differently.
Encourage brainstorming: Encourage a brainstorming session with team members to generate ideas on what could have contributed to the failure. This can help identify potential root causes and possible solutions.
Use data to support findings: Use data to support findings and avoid making assumptions. By looking at data, you can identify patterns and trends that may have contributed to the failure.
Look at the system: When analyzing failures, look beyond the immediate circumstances and consider the broader context in which the failure occurred. This includes looking at the system, processes, and culture that may have contributed to the failure.
Identify contributing factors: Identify all contributing factors to the failure, not just the immediate cause. By doing so, you can better understand the complex interactions between factors that may have led to the failure.
Uncovering the Truth: Benefits of a Holistic Approach to Root Cause Analysis
A holistic approach to root cause analysis involves considering all factors that contributed to a failure, including people, processes, equipment, and organizational culture. The benefits of this approach include:
More comprehensive analysis: By considering all factors that contributed to the failure, a holistic approach provides a more complete and accurate understanding of the root cause of the problem.
Identification of underlying issues: Holistic analysis can help identify underlying issues in the organization's systems and processes that may have contributed to the failure. Addressing these underlying issues can help prevent similar failures from occurring in the future.
Improved safety and quality: By addressing the root cause of a failure, a holistic approach can lead to improvements in safety and quality, reducing the likelihood of similar incidents occurring in the future.
Better collaboration and communication: A holistic approach requires input and collaboration from multiple stakeholders across different departments and levels of the organization. This can improve communication and collaboration, fostering a culture of continuous improvement.
Increased employee engagement: By involving employees in the root cause analysis process, a holistic approach can increase their engagement and ownership of the process, leading to greater buy-in for implementing solutions.
Overall, a holistic approach to root cause analysis can help organizations identify and address the underlying causes of failures, leading to improved safety, quality, and overall organizational performance. By embracing a holistic approach to root cause analysis, we open the door to a world of possibilities, where we not only solve problems, but also uncover new opportunities for growth and improvement.
Sources:
Conklin, T. (2012). Pre-Accident Investigations: An Introduction to Organizational Safety. Ashgate Publishing.
Conklin, T. (2016). Getting to the bottom of ‘human error’. Professional Safety, 61(9), 32-41.