Archive for July, 2010
What is the real root cause?
When searching for the root cause, do we stop too soon? After the “why” question has been asked for the “last” time, we think we have the real root cause. The root cause is supposed to be the condition, which, if fixed, will fix the problem of the project.
I often wonder if the real root cause has been found.
Let’s say that the root cause has been determined to be ineffective training. The common fix is to review the subject matter and not make that mistake again. But is ineffective training the true root cause? What is ineffective training? It could be that ineffective training is just one symptom of how we approach the problem of passing skills from a master to an apprentice.
Consider the intent of training or education in general. The goal is the transfer of the ability to complete the task at hand. If the training contains the necessary information, there are a limited number of causes for ineffective performance. These reasons include the following:
Conflicting instructions exist.
The step(s) of a process are left undone.
The step(s) of a process are done incorrectly.
The employee is not engaged.
Either the employee has a hidden agenda or management has a hidden agenda.
The worker does not use (or does not know how to use) checklists or reference material.
Environmental or regulatory conditions exist that effect the desired performance.
The employee is not capable of doing the work.
The above list should be discussed for completeness with those who do the work and those who supervise the work. Workers and supervisors should be interviewed in separate sessions, and then in a combined session.
Are there other items that you would add to the list?
Do you have additional thoughts that you would be willing to share?
Lesson Learned: Sometimes it is beneficial to think in the next box for our answers.
I am looking forward to the next step in my career. If you know of someone looking for a problem solver, I can be contacted at ronald.n.cooke@gmail.com or 815-579-5866.
