Root Cause Analysis (RCA) is a technique used to identify the underlying cause of problems. It has five steps: (1) define the problem, (2) collect relevant data, (3) identify possible contributing factors, (4) determine the root cause(s), and (5) recommend and implement solutions. The goal of RCA is to find not just the obvious surface causes, but the deeper, less obvious root causes of issues.

1. Also known as RCA
Introduction to
Root Cause
Analysis
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2. What is Root Cause Analysis?
RCA is a very popular and frequently used technique to help people find the answer as to why a
problem happened in the first place.
Symptoms of the
problem.
The ‘weed’ above the
surface - obvious.
The underlying cause.
The ‘root’ below the
surface – not obvious.
The word ‘root’ in Root Cause Analysis refers to the underlying causes and not the one
cause.
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3. RCA has five identifiable steps
Click on each step to learn more.
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

4. RCA has five identifiable steps
Click on each step to learn more.
Define the problem
The first step is to identify the problem and to better understand the current situation. The problem can be identified by
negative trends obtained from customer feedback and/or service failures.
Ask yourself…
• What do you see happening from the data provided?
• What are the specific signs and symptoms?
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

5. RCA has five identifiable steps
Click on each step to learn more.
Collect data
Collate all the information and data pertaining to the problem and organize it in a manner in which it can be clearly and concisely
presented. Ask yourself…
• Does the collected data provide proof that the problem exists?
• Can you confirm how long the problem has existed?
• What impact and effect is the problem having?
Thorough and comprehensive analysis of the situation is required before moving on to look at factors contributing to the
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

6. RCA has five identifiable steps
Click on each step to learn more.
Identify possible factors
During this stage, identify as many causal factors as possible. Hold a brain storming session with your team. During the
brainstorming session the team will list all of the possible causes, of what caused the problem to occur.
Ask yourself…
• Is there a sequence of events or traits that has lead to the identified problem?
• What circumstance and conditions are encouraging this problem to thrive?
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

7. RCA has five identifiable steps
Click on each step to learn more.
Identify the Root Causes(s)
There are multiple tools that can be used to identify the causal factors. It is recommended that various tools be used and not
just one. Examples and details of these tools are covered in Step 3. Each tool is designed to encourage one to dig deeper at
each level of cause and effect.
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

8. RCA has five identifiable steps
Click on each step to learn more.
Recommend and implement solutions
You do not have to implement all solutions. You can select the solution that will have:
• The least amount of negative impact in business
• The lowest cost to implement
• The easiest to implement, or
• Needs the least amount of resources that need to be allocated to it?
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5
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9. 1. Mark Galley. (29 Jan 2018). What is root cause
analysis?. Available:
https://blog.thinkreliability.com/what-is-root-
cause-analysis. Last accessed 13 August 2021.
2. Mind Tools Content Team. (). Root Cause
Analysis. Available:
https://www.mindtools.com/pages/article/new
TMC_80.htm. Last accessed 13 August 2021.
3. All images taken from
https://www.shutterstock.com/home
References
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10. back
What’s next?
This presentation has provided a high-level overview of what Root Cause
Analysis is as well as the steps one would go through to do a Root Cause
Analysis.
The next step would be to look at the various tools
that can be used to perform a Root Cause
Analysis.