How to's

Solve Problems for Good: A Step-by-Step Guide to Root Cause Analysis (RCA)

Learn how to perform Root Cause Analysis (RCA) to identify the root causes of problems and implement lasting solutions in your business.

Jenna Green

5 mins

"The definition of insanity is doing the same thing over and over and expecting a different result."

Although it was Einstein who said that, it doesn’t take an Einstein to figure out why it’s true.

Problems happen in the work environment – it’s a fact of work life. But without dealing with the root cause of the problem, it’s probably going to happen again (and again). That’s why Root Cause Analysis exists – to identify the core of the problem and implement a lasting solution.

You already know what happened. Root Cause Analysis helps businesses figure out why it happened, and how to stop it from happening again.

‍What is Root Cause Analysis (RCA)?

Root Cause Analysis (RCA) is a problem-solving technique used to identify the underlying reasons behind issues or events within a business.

Rather than simply addressing surface-level symptoms, RCA delves into the deeper, underlying causes of problems. By understanding these root causes and getting to the bottom of it, businesses can implement effective solutions that not only resolve the current issues, but also prevent them from happening again.

Root Cause Analysis involves systematically collecting and analysing data, asking the right questions, and using trusted tools and techniques to get to the bottom of it.

Why Use Root Cause Analysis?

According to the Harvard Business Review, 85% of C-Suite executives think that their organisations are bad at diagnosing problems, and 87% agree that their failure to do so leads to significant costs within the business.

However, cost-saving is not the only good reason to perform a Root Cause Analysis. So beyond money and the main benefit of discovering systemic problems, why should you use RCA

It prevents problems from happening again

RCA helps identify the underlying causes of issues, enabling businesses to implement permanent solutions that prevent the same problems from recurring. This proactive approach reduces future disruptions and enhances long-term stability.

‍It improves quality and safety

By addressing the root causes of defects and errors, RCA contributes to higher-quality products and services. It also enhances safety by mitigating risks associated with recurring failures, which is crucial in industries like manufacturing and healthcare.

It saves money by avoiding quick fixes and repeated issues

RCA eliminates the need for costly, temporary fixes by resolving the actual causes of problems. This reduces downtime and wastage, leading to significant savings for businesses.

It encourages knowledge sharing and collaboration

Root Cause Analysis involves cross-functional teams in the problem-solving process, promoting collaboration and knowledge sharing. This collective effort not only leads to more comprehensive solutions but also strengthens team dynamics.

It enhances decision-making and continuous improvement:

RCA provides data-driven insights that support informed decision-making. By systematically addressing the root causes, businesses can continuously improve their processes, leading to greater efficiency and effectiveness over time.

Most of all, it fosters a culture of continuous improvement, which will lead to better long-term results within the organisation as a whole.

How to Perform a Root Cause Analysis: A 6-Step Guide

Although approaches will differ depending on your type of business or industry, there are certain principles that remain relevant across the working world. Here is our six-step guide to performing a Root Cause Analysis:

Step 1 – Define the Problem

Problem definition is often sniggered at with phrases like “We know what the problem is!” However, there is a lot to be said for the process of saying it out loud, writing it down and articulating it for future reference. To effectively define the problem, gather information on:

What happened? Describe the incident or event in detail.
‍When it happened? Specify the date, time, and duration of the problem.‍
Where it happened? Identify the location or system affected.
‍Who was impacted? Determine the people, groups or teams affected by the issue.‍
What were the consequences? Assess the impact of the problem, including financial losses, customer dissatisfaction, or operational disruptions.

Essential data needed here includes the nature of the problem, affected systems or processes, the timeline of the issue, and the impact on the organisation.

Step 2 – Gather Data

In this step, collect relevant information from various sources to understand the problem comprehensively. Examples of data sources include:

User reports: feedback, complaints, or incident tickets.
Performance metrics: Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
System logs: server, application, and network logs.
Documentation: procedures, policies, and standards.
Interviews: discussions with witnesses or involved parties.
Physical evidence: equipment failures, damaged components, printouts.

Step 3 – Identify Potential Causes

Analyse the data you have gathered to help you identify all possible reasons for the problem. Effective brainstorming techniques include creating a Fishbone/Ishikawa Diagram (which we explain below), and also the “Five Whys” method. But very often, an open-ended brainstorm with a diverse group of affected people can help you generate a host of potential causes.

Have group discussions
Encourage diverse perspectives
Involve cross-functional teams

‍Step 4 – Determine the Root Cause

Use a trusted technique to pinpoint the underlying cause of the problem. Again, there are many Root Cause Analysis methods to choose from and we go into some below.

A common method is the “Five Whys” technique, where you repeatedly ask "why" a problem occurs, drilling down through each answer until you reach the fundamental cause.

‍Step 5 – Prioritise Causes

Once potential causes are identified, prioritise them based on their impact and how likely they are to occur or reoccur. Factors to consider include the severity of the impact, the frequency of the issue, and the resources required to address each cause. This prioritisation ensures that efforts are focused on the most critical factors first.

Step 6 – Develop Solutions and Implement

Create actionable solutions to address the root cause. Develop an implementation plan outlining tasks, resources, responsibilities, and timelines. It's essential to involve relevant stakeholders in the solution development process to ensure buy-in and effective implementation.

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