Business success is dependent on effective resolution of the problems that present themselves every day. Often the same or similar problems continue causing repeated losses in time or money and your staff become experts at fixing rather than preventing the problems. Learn to find and fix root causes and develop corrective actions that will effectively eliminate or control these problems.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

At the completion of this course, you should be able to:
• Identify the different types of tools and techniques available
• Apply change management successfully
• Review what to look for when applying business case thinking to Root Cause Analysis
• Develop a process to systematically approach problems

  • RCA Foundation Concepts and Objectives

  • Section Learning Objectives

    Discuss Definitions – IT Perspective

    Discuss What is a problem and why do they exist?

    What is Root Cause?

    RCA Benefits and Approaches

    Event and Casual Analysis

    Event and Causal Analysis: Exercise 1c Worksheet

    RCA Tools for each approach

    Section Summary and Conclusions

  • Enhance use of RCA tools

  • Why use a Particular Method

    Tool: Change Analysis

    Change Analysis Examples

    Tool: How to Resolve Conflict

    Tool: 5 Why’s

    Example Learning Management Problem

    Tool: Cause and Effect

    Tool: Fault Tree Analysis

    Why do we use Fault Tree Analysis?

    How does it work?

    Fault Tree Diagram Symbols

    Example #1 of FTA: Car Hits Object

    Tool: Failure Modes and Effects Analysis (FMEA)

    Example: Failure Modes and Effects Analysis

    Tool: Design / Application Review

    Exercise 2d: Apply Design/Application Review

    Section Summary and Conclusions

  • Problem Resolution and Prevention

  • Section Objectives

    The Secret of Solving Problems

    A Note about Statistical Control

    A Note about Fire Fighting

    Technique: Business Process Mapping

    Example: IGOE

    Technique: Lean Six Sigma and DMAIC

    Lean Six Sigma Benefits

    Importance of Understanding the Business Process

    The Business Process Mandate

    Technique:  Process Modeling

    Graphical Notation Standard (BPMN)

    What is Business Process Modeling Notation (BPMN)?

    Benefits of BPMN

    Basic Components of BPMN

    Technique: Business Process Maturity Model

    Five Levels of Maturity

  • Capability Improvement for RCA

  • Steps in Disciplined Problem Solving

    RCA as a RCA Process

    Key RCA Role Considerations

    Sustainable RCA Improvement

    Organizational Units

    Process Area Goals, Practices

    Specific and General Practices

    Specific Practice Examples

    Software Maturity Survey

    SWOT Analysis Worksheet

    Recognize the importance of the Change Management component in your RCA implementation

    Using the ADKAR Model to Communicate Change

    Review ADKAR® Model

    • Awareness of the need for change
    • Desire to participate and support the change
    • Knowledge on how to change
    • Ability to implement required skills and behaviors
    • Reinforcement to sustain the change

    The ADKAR Model: Reinforcement

  • Course Summary and Conclusions

  • Plan the Proposal and Business Case

    Example: 1 Page Business Case

    Resource Guide



Executives, Project Managers, Business Analysts, Business and IT stakeholders working with analysts, Quality and process engineers, technicians, corrective action coordinators or managers; supervisors, team leaders, and process operators; anyone who wants to improve their ability to solve recurring problems.




This course is aimed at people who have had some experience with root cause analysis.


Length: 2.0 days (16 hours)


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Course Schedule:

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