In part one of this article, the technique of root cause analysis (RCA) was explained using simple examples. Part two contains a detailed list of critical success factors to get maximum results from your RCA. These are based on lessons learned from experience, including mistakes made. Because RCA and other quality techniques are more common in manufacturing, several of the examples in this article are drawn from service industries to offer a broader perspective. The article is equally relevant in manufacturing and service businesses as well as government and nonprofit organizations.

The technique of RCA is summarized in figure 1 below. We will continue to refer to it in this article as we look at the various critical success factors and lessons learned in RCA.

(Click image to enlarge)

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