Problem determination skills cannot be acquired by reading a book. They mostly come from experience. After this course, you will have a general understanding of a structured problem determination approach, which you can then apply in your daily work.


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
  • Target audience

    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.


    • Section Learning Objectives
    • Discuss Definitions – IT Perspective
    • Discuss What is a problem and why do they exist?
    • Exercise 1a: Why is RCA important
    • What is Root Cause?
    • RCA Benefits and Approaches
    • Exercise 1b: Why are multiple approaches important?
    • Event and Casual Analysis
    • Exercise 1c: Apply Event and Causal Analysis
    • Event and Causal Analysis: Exercise 1c Worksheet
    • RCA Tools for each approach
    • Exercise 1D: Prepare for Case Study
    • Section Summary and Conclusions


    • Why use a Particular Method
    • Tool: Change Analysis
    • Change Analysis Examples
    • Exercise 2a: Apply Change Analysis
    • Exercise 2b: Change Analysis Worksheet
    • Tool: How to Resolve Conflict
    • Tool: 5 Why’s
    • Example Learning Management Problem
    • Exercise 2b: Apply 5 Why’s Sequence-of-Events
    • Exercise 2b: Worksheet
    • Tool: Cause and Effect
    • Exercise 2c: Apply Cause and Effect
    • Exercise 2c: Cause and Effect Worksheet
    • 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
    • Exercise 2D: Apply Fault Tree Analysis
    • Tool: Failure Modes and Effects Analysis (FMEA)
    • Example: Failure Modes and Effects Analysis
    • Exercise 2E: Apply FMEA
    • Tool: Design / Application Review
    • Exercise 2d: Apply Design/Application Review
    • Section summary & conclusions


    • Section Objectives
    • The Secret of Solving Problems
    • A Note about Statistical Control
    • A Note about Fire Fighting
    • Technique: Business Process Mapping
    • Example: IGOE
    • Exercise 3A: Problem as IGOE
    • Exercise 3A: IGOE Template
    • Technique: Lean Six Sigma and DMAIC
    • Lean Six Sigma Benefits
    • Exercise 3B: Apply Lean Six Sigma
    • 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
    • Exercise 3C: Use BPMN to Document a Current State
    • Technique: Business Process Maturity Model
    • Five Levels of Maturity
    • Exercise 3D: Appraise Business Process Maturity Level
    • Section Summary and Conclusions


    • Section Learning Objectives
    • Steps in Disciplined Problem Solving
    • RCA as a RCA Process
    • Key RCA Role Considerations
    • Exercise 4A: Apply RCA to RCA Process
    • Sustainable RCA Improvement
    • Organizational Units
    • Process Area Goals, Practices
    • Specific and General Practices
    • Specific Practice Examples
    • Software Maturity Survey
    • Exercise 4B: Apply Strengths, Weakness, Opportunities and Threats (SWOT) to RCA
    • 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
    • Exercise 4C: Create an Ability Checklist
    • The ADKAR Model: Reinforcement
    • Exercise 4D: Find two examples of how ADKAR will be different
    • Section Summary and Conclusions


    • Plan the Proposal and Business Case
    • Example: 1 Page Business Case
    • Exercise 5A: Creating Action Plans
    • Resource Guide
    • Questions
    There are no prerequisites for this course.
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