4 ms·
Was it like an list of predefined values? Where I work they do root cause analysis for everything, but with freeform answers so what you describe might be diff
by finnthehuman 7y ago
Was it like an list of predefined values? Where I work they do root cause analysis for everything, but with freeform answers so what you describe might be different from what I'm used to.
In general, I'm so used to RCA and layered mitigations (what one of our greybeards calls "belt and suspenders") that I don't know how quality happens without it. I'm a convert to the idea that if you can't fix a problem directly, the fix has to isolate or be as close to the problem as possible. Otherwise the bad state just ripples outward as complexity.
- m463 7y agoUnfortunately this was probably 20 years ago. I know it was a list of predefined values in a drop-down, but I'm not sure if there was a other/write-in field. The gist was that the causes were appropriate and educational. Folks couldn't choose "user is an idiot", instead having to choose "the interface was confusing".
- baud147258 7y agoWell "the interface was confusing" doesn't really rule out "user is an idiot", but most likely will make matters worse.
- JohnFen 7y agoI like having a set of broad predefined values (it helps with standardization, which helps with searching in the future). But a freeform report is also necessary. How else are you going to adequately explain what, where, why, etc., the root cause was?