Good

X Bad

Root Cause
Problem Statement

Complaint

Component
 Complaint
See
Hear
Smell
Feel
Something Wrong
 Component

Specific area that

is not OK
 Example

The
The left
left track
track on
on
the
the D8
D8 is
is scraping
scraping
and
and jerking.
jerking.
Step 1 Importance

Focuses analysis

Prevents mistakes
NEW Turbo = Same problems

Turbo Intake
 Types of Information
z False always wrong

z Assumptions often wrong

z Opinions sometimes wrong,

evaluate credibility of source
z Feelings can lead to exaggerations
z FACTS actual details we seek
Step
Step 22 Importance
Importance

Plan
Plan ahead
ahead
Get
Get organized
organized
Work
Work safely
safely
 Get Facts

Quality,
Quality, quantity
quantity
Caution
Caution with
with people
people
““What
What do
do II see?
see?””
Step 3 importance

Facts are AFA

Building Blocks
Turn Facts
Turn into Events
Facts into Events

““What
What does this
Fact mean? “
(has happened)
Event

Action
Action
A
A part
part of
of life
life
Movie
Movie segment
segment
Write Events on sticky
notes

A B
C
D
E
 Make a time line

Good
Good Broke
Broke
Put an event on the line

C
C
Good Broke
Put on a second event
Before
Before or
or after?
after?
What’s
What’s on
on top?
top?
How
How long?
long?

C
C E
E
Good Broke
Step 4 importance

Identifies
Identifies Events
Events in
in
aa time
time sequence
sequence
Root Cause components

• What happened?
• How it happened?
• Who did it?
 Identify most probable
root cause

Root
RootCause
Causeor
orResult?
Result?

FF D
D C
C E
E B
B A
A

Good Broke
Branch first event if result
List possible causes
11
22
F
F
33
44
Get facts, cross off ““no’s”
no’s”

11
22
w e
e v
v e
e n
n t
t F
33 Ne
N e w
44
If no new event ‘fits”
Recheck event list
Recheck problem
statement
Recheck Facts
Discuss with team
Step 5 importance

Good communication
Accurate repair
Controlled costs
Improved relationships
Positive body language
Friendly smile
Firm handshake
Good eye contact
Neat, clean appearance
Want to be of service
Positive tone of voice
Friendly
Kind
Positive
Interested, sincere
Want to be of service
 Positive words
Good topic sentences
Write to reader level
Define new words
Avoid abbreviations
Want to be of service
Step 6 importance

Improves understanding
Strengthens trust
Lowers tension
Builds teamwork
Use the 88-Step
-Step procedure
Get
Get and
and trust the FACTS
trust the
Interpret facts
Interpret EVENTS
Identify
Identify enabling
enabling conditions
conditions
Identify root cause
Work with people