root-cause-analysis

Reference Files

• references/fishbone-categories.md - Six fishbone categories adapted for BA context (People, Process, Technology, Policy, Environment, Data) with example causes for each. Read this in Step 4 when building the Ishikawa diagram.

Overview

Based on Business Process Change by Paul Harmon - integrating Six Sigma DMAIC root cause methodology into business process improvement. Also draws on Lean Business Analysis by Mark Sherrington for the A3 Problem Solving technique - a one-page structured format that forces clarity by constraining the entire analysis to a single sheet. The key insight: most "root causes" identified in practice are actually symptoms. True root cause analysis requires asking "why" until you reach a systemic cause you can change - something in the process, policy, or system design, never an individual person.

Workflow

Step 1: Write the problem statement

Be specific and measurable. A good problem statement answers: what, where, when, and how much.

BAD:  "The system is slow."
GOOD: "Order processing takes 4.2 hours on average, exceeding the 2-hour SLA.
       This has occurred for 67% of orders in the past 30 days, primarily
       affecting [region/segment]. Impact: $[X] in late delivery penalties."