A complete investigation ties back to the work processes
Facilitator Tip #10: A complete investigation ties back to the work processes
Identifying the best solutions also includes implementing the specific improvements in the work processes upstream of where the incident occurred. Solutions have to be implemented upstream of where the incident occurred if they’re going to prevent recurrence. This connection back to work process must be part of a complete root cause analysis. The best solutions are considered within the context of how the organization functions because they are changing the way some work is done. Once the solutions are implemented there must be some verification that they are effective. This is evidence that the solutions provided the expected results. An organization’s performance measurements may provide an indication of the solution’s effectiveness. The theme of root cause analysis is prevention. The facilitator verifies the solutions connect back to the work process to ensure effectiveness across the organization.
Although these facilitation tips for root cause analysis are fundamental points that can improve the way groups communicate and solve problems, it’s not a complete list. The facilitator should not impede an investigation. The facilitator’s most valuable skill is getting out of the way of the information. It’s important to remember the knowledge and expertise from the incident resides with the participants, while the knowledge and expertise for the investigation process and the basics of cause-and-effect resides with the facilitator. The facilitator’s role should be to make the investigation process transparent. Participants should see the incident, not the method. Ideally, the investigation is clear enough that the participants think of it as a natural progression and the only thing that the facilitator did was write stuff down.