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Mastering Root Cause Analysis

Root Cause Analysis (RCA) is a problem-solving technique used to identify the underlying reasons for issues by systematically analyzing potential contributing factors. The RCA process involves: (1) clearly defining the problem, (2) brainstorming potential causes, (3) using the "5 Whys" technique to dig deeper into each cause, (4) validating the root cause with evidence, and (5) developing solutions to address the root cause and prevent future occurrences. The document provides examples of how companies like Amazon and Apple apply RCA to resolve issues like delivery delays and app crashes. It also offers tips for demonstrating critical thinking and RCA skills in interviews.

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Sijo Joy
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468 views10 pages

Mastering Root Cause Analysis

Root Cause Analysis (RCA) is a problem-solving technique used to identify the underlying reasons for issues by systematically analyzing potential contributing factors. The RCA process involves: (1) clearly defining the problem, (2) brainstorming potential causes, (3) using the "5 Whys" technique to dig deeper into each cause, (4) validating the root cause with evidence, and (5) developing solutions to address the root cause and prevent future occurrences. The document provides examples of how companies like Amazon and Apple apply RCA to resolve issues like delivery delays and app crashes. It also offers tips for demonstrating critical thinking and RCA skills in interviews.

Uploaded by

Sijo Joy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Mastering Root

Cause Analysis
Cracking the Case

Becoming a Great PM
What exactly is RCA?

Ever wonder why your phone app freezes, or why


your online grocery order arrives missing half the
items? These are mysteries begging for Root
Cause Analysis!
RCA is a powerful problem-solving technique
used by companies like Amazon, Apple, and
countless others to identify the underlying
reasons behind issues and prevent them from
happening again. Here's a breakdown of the RCA
process.
Define the Problem

Be specific! Instead of a general "delivery


delays," your problem statement might be:
"Prime members in California are experiencing a
20% increase in delivery delays exceeding 24
hours."
Clearly define the issue you're trying to solve. Be
specific and gather relevant data (e.g., error
messages, customer complaints).
Identify Contributing Factors

Brainstorm everything that could be a culprit:


Increased Order Volume: Did a recent
marketing campaign drive a surge in orders
that overwhelmed the fulfillment centers?
Logistics Issues: Are there any problems with
delivery trucks or warehouse operations?
Software Glitch: Could an error in the order
routing software be misdirecting packages?
Ask "Why?" Five Times

This technique, also known as the "5 Whys,"


involves repeatedly asking "why" for each
contributing factor. This helps you dig deeper
and uncover the root cause.
For example:
Why increased order volume? (Possible
Answer): Holiday season shopping rush.
Why overwhelmed fulfillment centers?
(Possible Answer): Labor shortage or lack of
warehouse space.
Why labor shortage? (Possible Answer):
Competitive job market or high employee
turnover.
Validate the Root Cause

Analyze the evidence. In this case, the root cause


might be the labor shortage, leading to
overwhelmed fulfillment centers and delayed
deliveries.

Develop and Implement Solutions

Here, Amazon might consider:


Hiring Bonuses: Attract more workers to
address the labor shortage.
Increased Warehouse Capacity: Expand
storage space to handle higher order volume.
Brand Example: Apple App Crash

Let's say the iPhone Messages app keeps


crashing. Here's how Apple might apply RCA:
Problem: "iPhone Messages app crashes
frequently when users send photos."
Contributing Factors:
1. Bug in the Messages app itself.
2. Compatibility issues with the iOS operating
system.
3. Overload on Apple's servers due to high
photo message traffic.
Brand Example: Apple App Crash

The 5 Whys: (Example): Why server overload?


(Possible Answer): Increased photo message
traffic due to a new group messaging feature.
Root Cause: Bug in the new group messaging
feature causing server overload.
Solution: Apple might issue a software update
to fix the bug in the Messages app and
optimize server capacity.
Acing RCA Interviews
Actively Listen: Understand the specific problem
presented.

Identify the Problem Type: Is it technical, process-related,


or something else?

Apply the RCA Framework: Systematically analyze


potential causes and dig deeper with "why" questions.

Demonstrate Critical Thinking: Don't just list obvious


causes. Show your ability to analyze and identify the
most likely root cause.

Propose Solutions: Offer potential solutions to address the


root cause and prevent future occurrences.
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