Root cause analysis : simplified tools and techniques / Bjrn Andersen, Tom Fagerhaug.

Format:

Book

Author/Creator:

Andersen, Bjrn, author.

Fagerhaug, Tom, 1968- author.

Language:

English

Subjects (All):

Total quality management.

Problem solving.

Quality control.

Physical Description:

1 online resource (240 p.)

Edition:

Second edition.

Place of Publication:

Milwaukee, Wisconsin : ASQ Quality Press, 2006.

Language Note:

English

Summary:

This updated and expanded edition discusses many different tools for root cause analysis and presents them in an easy-to-follow structure: a general description of the tool, its purpose and typical applications, the procedure when using it, an example of its use, a checklist to help you make sure it is applied properly, and different forms and templates (that can also be found on an accompanying CD-ROM). The examples used are general enough to apply to any industry or market. The layout of the book has been designed to help speed your learning. Throughout, the authors have split the pages into

Contents:

Cover

Title

Copyright

Table of Contents

Preface to the Second Edition

Chapter 1. Practical Problem Solving

Definition of a Problem

Types of Problems

How to Solve a Problem

Problem Examples

Different Levels of Causes

Examples of the Different Levels of Causes

Find the Root Cause!

Two Examples of Root Causes

Eliminate the Root Cause!!

Root Cause Analysis and Problem Solving

A Problem-Solving Process There Are Many Different Problem-Solving Approaches

The Steps in Problem Solving

Some Problems Are Just Not Worth It

Proactive Problem Prevention Could Render Root Cause Analysis Superfluous

FMEA/FMECA Are Tools for Thinking Ahead

Chapter 2. Root Cause Analysis

A Definition of Root Cause Analysis

Root Cause Analysis in a Larger Context

What Is Root Cause Analysis?

Root Cause Analysis Is Not the Only Overarching Concept

Groups of Root Cause Analysis Tools

Different Means to the Same End

The Individual Root Cause Analysis Tools

Conducting a Root Cause Analysis

The Logistics of a Root Cause Analysis

Chapter 3. Tools for Problem Understanding

Problem Understanding

The Importance of Problem Understanding

The Purpose and Applications of Flowcharts

Different Types of Flowcharts

The Steps in Using Flowcharts

An Example of the Use of a Flowchart

Flowcharts Example-Paper Mill

Checklist for Flowcharts

The Purpose and Applications of Critical Incident

Openness Is a Prerequisite

The Steps in Using Critical Incident

An Example of the Use of Critical Incident

Critical Incident Example-Sales Visits

Checklist for Critical Incident

The Purpose and Applications of Spider Charts

A Spider Chart Is a Way of Benchmarking

The Steps in Using Spider Charts

An Example of the Use of a Spider Chart.

Spider Chart Example-Social Welfare Office

Checklist For Spider Charts

Spider Chart Template

The Purpose and Applications of Performance Matrices

Four Quadrants of the Matrix

The Steps in Using Performance Matrices

An Example of the Use of a Performance Matrix

Performance Matrix Example-Social Welfare Office

Checklist for Performance Matrices

Performance Matrix Template Problem Understanding Checklist

Chapter 4. Tools for Problem Cause Brainstorming

Problem Cause Brainstorming

Avoid Running off in Different Directions

The Purpose and Applications of Brainstorming

Two Types of Brainstorming

The Steps in Brainstorming

An Example of the Use of Brainstorming

Checklist for Brainstorming

Brainstorming Recording Template The Purpose and Applications of Brainwriting

Two Types of Brainwriting

The Steps in Brainwriting

An Example of the Use of Brainwriting

Checklist for Brainwriting

Brainwriting Card and Whiteboard Template

The Purpose and Applications of Is-Is Not Matrices

Matrix Table

The Steps in Is-Is Not Matrices

An Example of the Use of Is-Is Not Matrix

Is-Is Not Matrix Example-Real Estate Agent Checklist for Is-Is Not Matrices

Is-Is Not Matrix Template

The Purpose and Applications of Nominal Group Technique (NGT)

What Is Consensus?

The Steps in Nominal Group Technique

An Example of the Use of Nominal Group Technique

Checklist for Nominal Group Technique

Nominal Group Technique Idea and Ranking Cards The Purpose and Applications of Paired Comparisons

Methods Similar to Paired Comparisons

The Steps in Paired Comparisons

An Example of the Use of Paired Comparisons

Paired Comparisons Example-Car Dealer

Checklist for Paired Comparisons

Paired Comparisons Template Problem Cause Brainstorming Checklist.

Chapter 5. Tools for Problem Cause Data Collection

Problem Cause Data Collection

Collect a Representative Set of Data

The Purpose and Applications of Sampling

Types of Sampling

The Steps in Using Sampling

An Example of the Use of Sampling

Checklist for Sampling

A Few Words on Sample Size

The Purpose and Applications of Surveys

Ways of Conducting Surveys

The Steps in Using Surveys

An Example of the Use of a Survey

Customer Satisfaction Survey Example-Computer Store

Checklist for Surveys

The Purpose and Applications of Check Sheets

What Data Is Needed in Root Cause Analysis

The Steps in Using Check Sheets

An Example of the Use of a Check Sheet

Check Sheet Example-Bookstore

Do Not Let the Check Sheet Make You Overlook Causes

Checklist for Check Sheets

Check Sheet Template Problem Cause Data Collection Checklist

Chapter 6. Tools for Problem Cause Data Analysis

Problem Cause Data Analysis

It Is Tempting to Charge Ahead

The Purpose and Applications of Histograms

The Normal Distribution of Data Points

The Steps in Using Histograms

Interpreting a Histogram

An Example of the Use of a Histogram

Checklist for Histograms

Histogram Template The Purpose and Applications of Pareto Charts

Vilfredo Pareto-An Unknown Quality Forerunner

The Steps in Using Pareto Charts

An Example of the Use of a Pareto Chart

Pareto Chart Example-Cat Studio

Checklist for Pareto Charts

Pareto Chart Template The Purpose and Applications of Scatter Charts

Types of Correlation

The Steps in Using Scatter Charts

An Example of the Use of a Scatter Chart

Scatter Chart Example-Aluminumworks

A Word of Warning on Correlation

Checklist for Scatter Charts

Scatter Chart Template

The Purpose and Applications of Problem Concentration Diagrams.

Linking the Check Sheet with the Problem Concentration Diagram

The Steps in Using Problem Concentration Diagrams

An Example of the Use of a Problem Concentration Diagram

Problem Concentration Diagram Example-Clothing Store Checklist for Problem Concentration Diagrams

The Purpose and Applications of Relations Diagrams

Two Types of Relations Diagrams

The Steps in Using Relations Diagrams

An Example of the Use of a Relations Diagram

Relations Diagram Example-Hospital

Checklist for Relations Diagrams

Relations Diagram Template The Purpose and Applications of Affinity Diagrams

The Origins of the Affinity Diagram

The Steps in Using Affinity Diagrams

Affinity Diagram Example-Furniture Manufacturer

An Example of the Use of an Affinity Diagram

Checklist for Affinity Diagrams

Problem Cause Data Analysis Checklist

Chapter 7. Tools for Root Cause Identification

Root Cause Identification

Finding the Root Cause Can Require Several Iterations

The Purpose and Applications of Cause-and-Effect Charts

Two Types of Cause-and-Effect Charts

The Steps in Using Cause-and-Effect Charts

An Example of the Use of a Cause-and-Effect Chart

Cause-and-Effect Chart Example-Cable Television Company

Checklist for Cause-and-Effect Charts

Cause-and-Effect Chart Template

The Purpose and Applications of Matrix Diagrams

Several Types of Matrix Diagrams

The Steps in Using Matrix Diagrams

An Example of the Use of a Matrix Diagram

Matrix Diagram Example-Taxi Company

Checklist for Matrix Diagrams

Matrix Diagram Template

The Purpose and Applications of Five Whys

Stop the Questioning in Time

The Steps in Using Five Whys

An Example of the Use of Five Whys

Five Whys Example-Web Design Company

Checklist for Five Whys

Five Whys Template.

The Purpose and Applications of Fault Tree Analysis

Fault Tree Analysis Is a Variant of the FMA Family of Tools

The Steps in Fault Tree Analysis

An Example of the Use of Fault Tree Analysis

Fault Tree Analysis Example-Web Design Company

Checklist for Fault Tree Analysis

Fault Tree Analysis Template Root Cause Identification Checklist

Chapter 8. Tools for Root Cause Elimination

Root Cause Elimination

Sometimes You Need to Remind Your Customers

The Purpose and Applications of the Six Thinking Hats

The Six Thinking Hats

The Steps in Using the Six Thinking Hats

An Example of the Use of the Six Thinking Hats

Checklist for the Six Thinking Hats

The Purpose and Applications of TRIZ

The History of TRIZ

The Steps in Using TRIZ

An Example of the Use of TRIZ

Checklist for TRIZ

The Purpose and Applications of SIT

Main Principles of SIT

The Steps in Using SIT

An Example of the Use of SIT

Checklist for SIT

Root Cause Elimination Checklist

Chapter 9. Tools for Solution Implementation

Solution Implementation

Follow Through

Organizing the Implementation

Three Alternatives

Developing an Implementation Plan

Setting Targets

The Purpose and Applications of Tree Diagrams

More Complex Project Planning

The Steps in Using Tree Diagrams

An Example of the Use of Tree Diagrams

Checklist for Tree Diagrams

Tree Diagram Template

Creating Change Acceptance

Those Affected By the Changes

The Purpose and Applications of Force-Field Analysis

E = Q × A!

The Steps in Using Force-Field Analysis

An Example of the Use of Force-Field Analysis

Checklist for Force-Field Analysis

Force-Field Analysis Template

Carrying out the Implementation Itself

A Sense of Crisis Can Be Useful

Solution Implementation Checklist.

Chapter 10. How to Select the Right Tool.

Notes:

Description based upon print version of record.

Description based on print version record.

Includes bibliographical references and index.

ISBN:

9780873896931

0873896939

9780873898744

0873898745

9786000048211

6000048211

OCLC:

891385587