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Home / Courses / BA17 – Problem Determination Root Cause Analysis (RCA)

Course 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

Agenda

  • 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

  • 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

  • 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

  • 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

  • Plan the Proposal and Business Case
  • Example: 1 Page Business Case
  • Resource Guide
  • Questions
Tags
Applications Core Type: Core 1 Vendor: RG Freeman Product Line: Other
FREE

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Course Type: Instructor Led