Finding the “Real” Root Cause

In our last article we discussed solving problems with the Five-Step Process we teach in our
Skills for Enterprise Excellence course. Today we want to focus on Step #3 – Finding the “Real”
Root Cause.

Many companies get and stay in trouble because they never find out what really causes their
problems. They typically just scratch the surface in their problem solving effort and never really
dig down deep enough to uncover the real cause. Their corrective action is usually just a “quick
fix” and they are truly surprise when the same problem crops up again in due course.

To keep the same thing from happening at Weatherford, we are currently developing a Root
Cause Analysis (RCA) process that will allow us to accurately determine the true cause of our
problems and develop effective corrective action to eliminate them. A team led by Dr. Rakesh
Agarwal, who has several years of experience working in this area, is developing the RCA
process. Once the process is finalized, a training class will be provided to folks who are involved
in problem solving activities.

Like the Five-Step process, the RCA process is made up of a series of critical activities.

1. Define the Event

Five Steps 2. Form RCA

Team
2. Short-Term
Solution
1. Define the Situation

3. Collect
Evidence

5. Evaluate and 3. Identify the

Follow up Root Cause(s)
4. Conduct the
Analysis
4. Take
Corrective
Action

5. Identify “Real”
Root Cause
 Step #1- Define the event that is going to be analyze. This can be determined from step #1 of the Five Steps

Step #2- Form the team. The team should be made up of members that are familiar with the identified event or
have experience in the problem solving process. They should be objective, logical, thorough and opened
minded.

Step #3- Collect all available evidence. The difference between an effective and a haphazard root cause analysis
is generally the amount and quality of evidence collected.

Step #4- Conduct the analysis. Here we use methods such as the Cause and Effect diagram or Event-Cause Tree
to identify the “real” root causes.

Step #5- Based on the results of the analysis, the “real” root cause is identified. We then proceed to step #4 of
the Five Steps – Take Corrective Action

It is critical that we do effective root cause analysis. If we don’t find the “real” root cause we are
doomed to repeat the problems of the past.

If you need help in conducting a RCA or need more information please contact Rakesh Agarwal or Will
Black.

Watch out for future announcements regarding our upcoming RCA class.

If you are not familiar with the EEP, please visit our site on the intranet and view one of our overview presentations.
The link is: Enterprise Excellence Process Overview

Will Black
Director of Quality
and EEP Steering Team member
Weatherford International Ltd.
Ph: 713-983-5371
Email: William.black@weatherford.com