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根本原因分析

Let’s look now at an important tool used in continuous improvement efforts. The tool is Root Cause Analysis (RCA). We will cover steps you can take when using this tool to help solve problems and resolve issues.

現(xiàn)在，我們一起來看看用在持續(xù)改善方面的一個(gè)非常重要的工具：RCA（根本原因分析）。在這篇文章里，我們會(huì)涵蓋一些在使用RCA來解決問題時(shí)可以采用的步驟。

We should note that Root Cause Analysis is a way of finding a fundamental cause for a problem not just a ways to address a symptom. For example, imagine you are manufacturing plastic cups and scrap 100 of them in a day. A cause of this could be that the technician did not maintain equipment properly. The root cause could be that the maintenance procedure is not clear and training did not cover maintenance. To fix the problem properly you must maintain the equipment and improve the overall process of documentation and training.

我們應(yīng)該注意一下，RCA（根本原因分析）是一個(gè)找出問題根本原因的方法，而不單單是是用來處理某個(gè)癥狀的方法。舉例，假設(shè)你生產(chǎn)塑料杯，而在一天內(nèi)會(huì)有100個(gè)塑料杯會(huì)報(bào)廢。造成這種情況出現(xiàn)的原因可能是：技術(shù)人員沒有對(duì)設(shè)備進(jìn)行適當(dāng)?shù)木S護(hù)，而問題的根本原因則可能是設(shè)備維護(hù)程序不清晰，以及培訓(xùn)并沒有涉及到設(shè)備維護(hù)。為了妥善解決問題，你得對(duì)設(shè)備進(jìn)行維護(hù)，并對(duì)文件和培訓(xùn)的整個(gè)過程進(jìn)行改善。

We should also note that Root Cause Analysis when done properly is an iterative process to help with continuous improvement in an organization. Root Cause Analysis can use approaches that depend on the application. These can be quality industrial applications, safety concerns, process concerns, business processes, and systems approaches.

我們還應(yīng)該注意到，正確完成RCA（根本原因分析），是一個(gè)幫助組織進(jìn)行持續(xù)改進(jìn)的反復(fù)過程。RCA（根本原因分析），可以使用基于實(shí)際案例的方法，可以是質(zhì)量方面的行業(yè)應(yīng)用、安全問題、流程問題、業(yè)務(wù)流程，以及系統(tǒng)方法。

 RCA的基本原則

Here are some of the general best practices for Root Cause Analysis:

下面是一些RCA（根本原因分析）的常見最佳做法：

· Make the aim of Root Cause Analysis to determine how to fix a particular problem and other related problems.

將RCA（根本原因分析）的目標(biāo)設(shè)定為：確定如何處理特定的問題，以及與之相關(guān)的問題。

· Use Root Cause Analysis in a systematic way.

用系統(tǒng)性的方法運(yùn)用RCA（根本原因分析）。

· Remember a problem can have more than one root cause.

要注意，一個(gè)問題可能有多個(gè)根本原因。

· Keep cost in mind when determining a fix to a problem.

在確定問題的解決方案時(shí)，要有成本意識(shí)。

· Keep in mind a fix needs to be sustained.

請(qǐng)牢記，需要確認(rèn)應(yīng)急措施。

· Understand that Root Cause Analysis can cause a change to a culture and resistance from those who will implement the change.

要理解：RCA（根本原因分析），會(huì)讓文化產(chǎn)生變革，并會(huì)導(dǎo)致變革實(shí)施者的抵制。

 RCA的步驟

Here are some steps to taking action based on Root Cause Analysis:

基于RCA（根本原因分析），以下是可以采取行動(dòng)的一些步驟：

Define the problem.

定義問題

Collect data.

收集數(shù)據(jù)

Ask why. This means determining the factors that led to the problem.

詢問原因。該步驟意味著要確定導(dǎo)致問題的因素。

Determine which factors are root causes and not just symptoms.

需要確定哪些因素是導(dǎo)致問題的根本原因，而不單單是征兆。

Identify corrective actions.

確定糾正措施。

Identify solutions that will help the problem from recurring and do not cause other problems.

確定問題的解決方案，避免問題重現(xiàn)，并導(dǎo)致其他問題的出現(xiàn)。

Implement the solution.

實(shí)施解決方案。

Determine if you can use this solution with other problems.

確認(rèn)該方案可否用來解決其他的問題。

以下是更多的準(zhǔn)則

Remember that Root Cause Analysis is one of the basic tools you should use for continual improvement. Your goal using it is to understand an issue and what is causing it. You can then resolve the issue, not repeat the problem, and improve a process.

請(qǐng)記?。篟CA（根本原因分析），是應(yīng)該被用于持續(xù)改善的最基本的工具之一。使用RCA（根本原因分析），是用來理解問題，以及導(dǎo)致該問題出現(xiàn)的原因的。后續(xù)，你可以解決問題，不讓問題重現(xiàn)，并對(duì)流程進(jìn)行改進(jìn)。

Here are some guidelines:

以下是一些準(zhǔn)則：

· Use Root Cause Analysis as soon as you recognize a problem.

一旦識(shí)別出問題，請(qǐng)立即使用RCA（根本原因分析）。

· Do not wait until a problem becomes severe.

不要等到問題變得很嚴(yán)重。

· Use Root Cause Analysis in an iterative way.

要反復(fù)使用RCA（根本原因分析）。

· Give priority to the problem that is most urgent.

對(duì)最緊急的問題進(jìn)行優(yōu)先處理。

· Be precise.

要一絲不茍。

· Pick a problem that is solvable.

選擇可以解決的問題。

· Use the 5 Whys technique.

使用5WHY的方法。

溝通糾正措施

When you implement a corrective action communicate to all involved the:

在實(shí)施糾正措施時(shí)，請(qǐng)與所有相關(guān)的人員就以下3個(gè)方面進(jìn)行溝通：

· reason for the action.

實(shí)施糾正措施的原因。

· benefits of the action.

實(shí)施糾正措施的好處。

· time needed to implement.

實(shí)施糾正措施所需要的時(shí)間。

After implementing a solution remember to iterate.

實(shí)施解決方案之后，要記住要重復(fù)進(jìn)行。

要分享最佳做法

Here are some related best practices:

以下是相關(guān)的一些最佳做法：

·Ask if the solution is effective.

詢問解決方案是否有效。

·Review the results of the action.

回顧行動(dòng)的結(jié)果。

·Modify the action as needed.

如有必要，對(duì)行動(dòng)進(jìn)行更改。

·Recognize you may need a different approach if the problem continues.

如果問題還是繼續(xù)存在，要意識(shí)到可以采用不同的方法。

·Update procedures.

對(duì)程序進(jìn)行更新。

After you update procedures check that everyone is following the procedures. In time revisit the issue to make sure the fix is still working and everyone is following the procedures properly. Remember that training could be involved once you determine a resolution of a root cause problem.

在程序更新后，請(qǐng)檢查確認(rèn)下是否所有人都遵守程序了。要及時(shí)繼續(xù)討論問題，確保結(jié)果還是有效的，每個(gè)人都在正確地遵守程序。記住，一旦確定下導(dǎo)致問題的根本原因的解決方案，就可能會(huì)涉及到培訓(xùn)。

Remember also that when you do a root cause analysis the next step is critical. You must have an effective corrective action plan and a preventive action plan too. Make sure your organization follows the plan, provides proper documentation, trains all involved, and continuously follows up on additional improvements to the process.

還要記住，在做根本原因分析時(shí)，下一個(gè)步驟是非常重要的。你得擁有有效的糾正性措施計(jì)劃，以及預(yù)防性措施計(jì)劃。要確保組織落實(shí)了計(jì)劃，請(qǐng)?zhí)峁┣‘?dāng)?shù)奈募?，?duì)所有的相關(guān)人員進(jìn)行培訓(xùn)，并持續(xù)跟蹤過程中其他方面的改進(jìn)。