Better problem solving with root cause analysis (with template)

Root cause analysis (RCA) is a comprehensive method used to identify the underlying causes of complex problems within a business, preventing them from recurring rather than just addressing surface-level symptoms. The process involves four critical steps: defining the problem clearly, identifying and mapping potential causes, gathering supportive evidence, and creating an RCA report to devise an action plan. Various tools, such as the Five Whys framework and fishbone analysis, help classify problem causes, ensuring a thorough examination of potential factors, including demographic, temporal, and environmental influences. Evidence collection is vital to avoid assumptions and biases, with data-driven insights guiding the RCA process to develop effective solutions and risk mitigation strategies. By involving collaborative teamwork and considering both short-term and long-term solutions, RCA helps businesses improve their systems and plan for future challenges, as illustrated by Company B's approach to managing increased call volumes during tax season.