root cause problem solving comptia

• Internet technologies

CompTIA troubleshooting steps and solving common computer problems

This excerpt from 'itf+ comptia it fundamentals all-in-one exam guide, second edition,' published by mcgraw-hill education, provides a practical framework to follow when troubleshooting is necessary..

• McGraw Hill Guest Contributor

Most people don't realize how dependent they are on their computers until that moment when the computer won't work as usual. Computer users and IT professionals should know how to troubleshoot basic computer problems. A structured troubleshooting approach will get you back up and running as quickly as possible with minimal cost and headaches.

This excerpt from ITF+ CompTIA IT Fundamentals All-in-One Exam Guide, Second Edition , published by McGraw-Hill Education, provides a practical framework to follow when troubles arise.

Standard troubleshooting steps

Step 1. Identify the problem.

• Break large problems down into smaller problems.
• Consider scope; who or what is affected?
• Gather details about the issue; ask users, view logs.
• Determine whether anything has changed.
• Duplicate the problem.

Step 2. Research.

• Refer to past help desk tickets.
• Search through private or public knowledge bases.
• Ask friends or colleagues.
• Internet search.

Step 3. Establish a theory of probable cause.

• Eliminate the simple and obvious possible causes.
• Consider factors that can indirectly cause problems.

Step 4. Test the theory.

• Change and test only one potential solution at a time.
• Determine the root cause of the issue.
• Escalate the issue to a professional if necessary.

Step 5. Establish a plan of action.

• Prepare a specific method to implement the solution.
• Test the plan in an isolated sandboxed environment.
• Notify other users if the solution could possibly affect them.

Step 6. Implement or escalate.

• Back up configurations and data first.
• If the problem is complex, monitor implementation progress.

Step 7. Verify functionality.

• Ensure the solution has solved the original problem.
• Ensure new problems have not been introduced.
• Consult a subject-matter expert if needed.
• Configure preventative measure if appropriate.

Step 8. Document the solution.

• Document the problem and steps taken in the solution.
• Update old documentation with new knowledge.

IT troubleshooting

Read the full chapter for more tips on troubleshooting common computer problems.

Solvable common computer problems

You can solve common problems by recognizing symptoms and implementing solutions. Typical problems you'll run into include no power, physical damage, failed boot, applica­tion failure to load and peripherals that don't function as they should. Let's take a look at some of these issues.

Won't start up normally

If the computer won't start up, think about it like a detective would. What has changed? Did you install any new hardware or software? Has the computer been moved, such that some cables might have come loose? Did the OS restart itself after installing an update?

Occasionally after an OS update, the computer might start up badly (that is, slowly or with errors). Sometimes you can fix that by simply rebooting. If that doesn't help and you're using a Windows client operating system, try using the System Restore feature to revert to a previous day's restore point.

If the OS won't start at all, you might see a prompt offering to boot into a recovery or troubleshooting mode. Do that, if it's offered. If it's not, try booting from the oper­ating system's removable installation media, if you have it, and choosing the Repair option to enter the Windows Recovery Environment (RE). You can also get there in Windows 10 through the Settings app (Update & Security > Recovery > Advanced Startup > Restart Now).

A certain app won't install or run

Problems with a specific application are often because of hardware incompatibility, espe­cially with the display adapter. The latest games often require specific, high-powered display adapters with the latest driver versions. The application's installation program should check your hardware and let you know whether there are any problems. If it doesn't and you experience problems after starting the application, check online for any known incompatibilities between that application and certain hardware. Try updating your video card (display adapter) driver by downloading the latest driver version from the adapter manufacturer's website.

Next, look at the application manufacturer's website to see whether there is a patch or update available for download. If you can't find patches for or information about prob­lems that match what you're experiencing, it's probably a glitch in your own system, such as a minor incompatibility between the application, the OS and some piece of hardware. Try uninstalling and reinstalling the application; this fixes the problem more often than you might think.

Still no luck? Check to see what version of Windows the application requires. If it's designed for an older Windows version, see whether there's a newer version of the soft­ware available. If not, try using Compatibility Mode to see if you can get it to run better by emulating an earlier Windows version. To use the Program Compatibility Trouble­shooter, right-click the shortcut for running the application (or its executable file) and choose Troubleshoot compatibility. Click Try recommended settings to let Windows try to guess the right settings. You can also manually troubleshoot compat­ibility from the Compatibility tab in the program's Properties box, choosing a specific older Windows version to emulate.

Apps run but sometimes freeze

Today's operating systems, including those for mobile devices, are designed to run many processes at once. The processes are scheduled to consume processor time such that it appears many apps are running simultaneously. But, these software applications occa­sionally misbehave; they freeze, and you can't close them using the normal methods. In this case, there are ways to force them to exit:

• Windows.  Press ctrl+alt+del to open the Task Manager; from the list of running processes you can right-click the misbehaving app and choose End task to kill the process.
• macOS.  Choose Force Quit from the Apple menu.
• Linux.  Issue the ps command to view process identifiers (PIDs) assigned by the Linux kernel to running processes. Given the PID, the process can be terminated using this: kill -9 <PID> ; -9 is the SIGKILL signal that can terminate misbehaving processes.
• Android-based smartphone.  Open the Settings app, choose Apps, select the app from the list, and tap the Force Stop button.
• iOS 11.x.  Press the left edge of the iPhone screen, move your finger to the center of the screen, and swipe the app card up and off the screen.

Test your knowledge of troubleshooting and more IT fundamentals with the practice quiz from ITF+ CompTIA IT Fundamentals All-in-One Exam Guide .

Dig Deeper on Internet technologies

What is the blue screen of death (BSOD)?

4 steps to troubleshoot Windows 11 network issues

Troubleshooting the most common issues with Windows 11

7 steps to fix a black screen in Windows 11

Network scanning is a procedure for identifying active devices on a network by employing a feature or features in the network ...

Wavelength is the distance between identical points, or adjacent crests, in the adjacent cycles of a waveform signal propagated ...

A subnet, or subnetwork, is a segmented piece of a larger network. More specifically, subnets are a logical partition of an IP ...

Endpoint security is the protection of endpoint devices against cybersecurity threats.

Cyber attribution is the process of tracking and identifying the perpetrator of a cyberattack or other cyber operation.

SSH (Secure Shell or Secure Socket Shell) is a network protocol that gives users -- particularly systems administrators -- a ...

Transfer learning is a machine learning (ML) technique where an already developed ML model is reused in another task.

Return on investment (ROI) is a crucial financial metric investors and businesses use to evaluate an investment's efficiency or ...

Corporate social responsibility (CSR) is a strategy undertaken by companies to not just grow profits, but also to take an active ...

Diversity, equity and inclusion is a term used to describe policies and programs that promote the representation and ...

Payroll software automates the process of paying salaried, hourly and contingent employees.

Organizational network analysis (ONA) is a quantitative method for modeling and analyzing how communications, information, ...

The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from ...

A virtual agent -- sometimes called an intelligent virtual agent (IVA) -- is a software program or cloud service that uses ...

First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there ...

• Resources / Blog

Navigating Challenges with the CompTIA A+ Troubleshooting Model

CompTIA A+ is an entry-level certification to help you get started in information technology (IT). Employers worldwide use the A+ certification as a way to identify qualified personnel in end-point management and technical support roles. It is highly regarded because to earn it, students have to learn fundamental computer and networking knowledge that focuses on practical, hands-on skills required for IT operational roles and technical support.

If you pursue this professional certification, you will quickly discover the CompTIA A+ Troubleshooting Model, which is a systematic approach to problem-solving in the field of information technology. Troubleshooting is a critical skill in any IT role, so industry professionals learn how to do it early on in their careers. Knowing the A+ IT troubleshooting model allows you to keep a cool head during a crisis, take a methodical approach to solving the problem, and maintain a sense of control over it.

Understanding the CompTIA A+ Troubleshooting Model

From the moment you land your first job working at a helpdesk or any other technical support role, you’ll need to know how to troubleshoot. System failures or malfunctions can be costly for businesses, and effective troubleshooting helps identify and resolve issues quickly, minimizing the impact on productivity and ensuring that systems remain operational.

The CompTIA A+ troubleshooting model is designed to help IT professionals identify and resolve issues methodically and efficiently. Here is CompTIA’s six-step process technicians should follow to diagnose and fix IT problems: 

• Identify the Problem: Gather information from the end user or system logs, clearly defining the symptoms and issues reported.
• Establish a Theory of Probable Cause: Analyze the gathered information to form a hypothesis about the likely cause of the problem. Always consider common issues based on the symptoms reported; sometimes the right solution is the most obvious one.
• Test the Theory to Determine Cause: Perform diagnostic tests or use tools to verify the hypothesis so you can isolate the issue and confirm the root cause.
• Establish a Plan of Action to Resolve the Issue and Implement the Solution: Develop a step-by-step plan to address and fix the identified problem. Consider the most efficient and effective approach to resolution.
• Verify Full System Functionality and, if Applicable, Implement Preventive Measures: Apply the planned solution to fix the problem, and if the initial solution does not work, consider alternative approaches. If the issue is beyond your expertise, it’s time to escalate the problem to higher-level support or specialists.
• Document Findings, Actions, and Outcomes: Maintain thorough documentation of the troubleshooting process, including the problem description, steps taken, and solutions implemented. This documentation can be valuable for future reference, knowledge sharing, and continuous improvement.

Step-by-Step Guide to Applying the Model

Examples are often the best way to learn, so let’s take a look at a real-world scenario an IT worker might encounter that requires them to use the A+ troubleshooting model.

Imagine for a moment you work in the IT department for a medium-sized company where employees use desktop computers running Windows 10. A user in the marketing department submits an IT ticket reporting that their computer is suddenly running very slowly, they are unable to open certain applications, and they are seeing occasional error messages related to low memory.

How can you use the CompTIA A+ troubleshooting model to solve their problem?

Identify the Problem:

First, it’s time to talk to the user and gather information from them: When did the issue start? Are there specific error messages? Have they recently installed new software or updates?

Establish a Theory of Probable Cause

Based on the symptoms, consider that the computer might be experiencing memory-related issues. It could be due to excessive resource usage or a faulty RAM module.

Test the Theory to Determine Cause

Now that you have a theory of what’s wrong, you can try it out. Open the Task Manager to check for resource usage. Identify any processes consuming excessive memory and run a diagnostic tool to check the integrity of the RAM.

Establish a Plan of Action

If a specific process is causing high memory usage, you may have to update or reinstall the associated software. Or, if it turns out that the diagnostic tool identifies a faulty RAM module, that likely means it needs to be replaced.

Implement the Solution

Depending on what the problem is, you have two possible solutions. On the one hand, if you’ve identified a specific process as the culprit, attempt to update or reinstall the software, and continue monitoring system performance. If it turns out the RAM is faulty, arrange for a replacement module. If you aren’t authorized to replace hardware, escalate the issue to a higher-level technician or IT administrator.

Verify Full System Functionality and Implement Preventive Measures:

After you’ve implemented your solution, check back in with the user to confirm that they are no longer experiencing any performance issues and that they can access the necessary applications without errors.

Once the issue is resolved, it’s time to implement preventive measures, such as educating your users on how to responsibly install and use software so they can avoid similar issues in the future.

Document Findings, Actions, and Outcomes

Your final step is very important, and yet those of us in IT often overlook it. When you’ve finished troubleshooting a problem, you should document your findings and put them into your company’s knowledge base. By recording the issue and how you resolved it, you make sure that the next time you see it down the road, you (or someone else on your team) know exactly how to address the problem.

While it’s only one scenario, this breakdown illustrates how an IT technician can apply the A+ troubleshooting model to address a performance issue on an employee’s computer. These steps allow you to quickly diagnose and resolve a problem with minimal disruption to the user.

Common Challenges in IT Troubleshooting

Everything is interconnected in the IT world, with so many moving parts and layers to it that there are endless reasons something could go wrong. As an IT technician, you have to be able to recognize whether something is a basic network layer issue, an issue with an application, or a disruption to services that support the network, like a DHCP server.

Here is a brief overview of some common issues encountered by IT professionals:

• Hardware failures such as failed hard drives, malfunctioning memory modules, and faulty power supplies.
• Software issues, including application crashes, compatibility problems, and bugs. IT pros need to understand how to resolve these problems and ensure compatibility with different operating systems.
• Network connectivity problems like slow network speeds, intermittent connections, and inability to connect to the internet. Successful troubleshooting requires identifying and fixing issues with routers, switches, cables, or network configurations.
• Security threats such as malware infections, phishing attacks, and unauthorized access.
• Operating system errors, including blue screen errors (in Windows), kernel panics (in macOS), and system freezes.
• Email and communication problems with message delivery and slow or lagging video conferencing tools.
• Data issues such as backup failures, data loss, and disaster recovery.
• Mobile device management, including synchronization issues and security concerns with remote working.
• Cloud service problems such as service provider outages, limited data storage, and intermittent data availability.

One of the greatest challenges IT workers face is the sheer complexity of the environment in which they work. So many things could go wrong, which is why the troubleshooting model is important. It provides a logical way to go through, establish a theory, and test it out, regardless of where in the IT stack the problem occurs. If your first theory proves incorrect, you can test the next one until you are sure you're headed in the right direction.

Benefits of Using the CompTIA A+ Troubleshooting Model

Knowing how to employ the CompTIA troubleshooting model has positive implications for your career and employer, including:

Minimizing Downtime: System failures or malfunctions can lead to downtime, which can be costly for businesses. Effective troubleshooting helps identify and resolve issues quickly, minimizing the impact on productivity and ensuring that systems remain operational.

Customer Satisfaction : Swiftly resolving problems contributes to a positive user experience for both internal employees and external clients, enhancing customer satisfaction and maintaining a positive reputation for the IT department or organization.

Cost Savings : Extended downtime can result in lost revenue, sometimes to a catastrophic degree. Effective troubleshooting by internal IT teams can help mitigate damages while preventing inflated costs of bringing in external consultants.

Maintaining System Integrity and Security : In the ever-evolving landscape of cybersecurity threats, quick identification and resolution of vulnerabilities are essential. The CompTIA A+ model helps address issues before they can be exploited.

Optimizing Performance: Troubleshooting is not only about fixing problems but also about optimizing performance. IT professionals can use this methodology to identify bottlenecks, inefficiencies, and other issues that can affect system performance.

Compliance and Regulations : More jurisdictions across the globe are passing data privacy regulations to protect consumers. If your business is caught to be out of compliance, you can use troubleshooting to rectifty the problem and meet these standards so your organization can avoid legal and regulatory issues.

Tips for IT Professionals

Here are additional tips and best practices for effective troubleshooting from our IT experts:

• Due diligence : You want to do adequate due diligence and be very careful to ensure you have identified the root cause of the error, misconfiguration, or service interruption before making changes.
• Write your playbook : The best-prepared companies have what are called playbooks. Just like in sports, an IT team will literally have a printed playbook with instructions for responding to common issues. You need a playbook for network communication failures, one when you suspect a virus or malware has been introduced to your systems, one for blue screen errors, etc. Inevitably, you will have a major incident, and a main business service or process will go down and cause a panic. In this moment, you can go back to the basics, pull out your playbook for different types of incidents, and
• Develop soft skills: Troubleshooting doesn’t just require technical knowledge of IT systems, hardware, and software. It also requires having empathy and good communication skills to deliver quality customer service. Plenty of companies choose it fill their IT department with folks who have a customer service background because they excel at collecting the necessary details from users that lead to incident resolution and diagnosis.

To learn more about the troubleshooting methodology, it is recommended to pursue the CompTIA A+ certification.  I ndividuals often consider pursuing more advanced certifications to further specialize in specific information technology areas or enhance their overall skill set. Your path can depend on your career goals, interests, and the particular IT roles you aspire to, but if you want to continue your learning and development, CompTIA offers great additional professional certifications, including:

• CompTIA Network+ : This certification focuses on networking concepts and is suitable for professionals who want to deepen their understanding of network infrastructure and protocols.
• CompTIA Security+ : For those interested in cybersecurity, this certification covers essential security concepts, including network security, compliance, and the basics of cryptography.

More than anything, the CompTIA A+ certification recognizes the importance of being able to apply knowledge in real-world scenarios. A+ is a valuable credential for individuals aspiring to work in roles that diagnose and solve hardware and software issues daily. Central to that ability is the A+ troubleshooting model, a valuable tool for individuals working in technical support, help desk roles, or any IT position where problem-solving skills are essential. Following this model can lead to more efficient issue resolution and contribute to the overall effectiveness of IT support operations.

By incorporating A+ troubleshooting into your daily practices, you lay the cornerstone of successful IT operations. It enables your organization to maintain the reliability, security, and performance of its IT systems, ensuring that it can adapt to changing technological landscapes while minimizing disruptions and maximizing efficiency. The CompTIA A+ certification is an excellent resource for mastering IT problem-solving skills and taking the next step in your career.

• Expand/Collapse Microsoft Office 38 RSS
• Expand/Collapse Training Trends 107 RSS
• Expand/Collapse CyberSecurity 59 RSS
• Expand/Collapse DevOps 2 RSS
• Expand/Collapse Modern Workplace 43 RSS
• Expand/Collapse Cloud 24 RSS
• Expand/Collapse Programming 11 RSS
• Expand/Collapse Artificial Intelligence (AI) 18 RSS
• Expand/Collapse ITIL 17 RSS
• Expand/Collapse Data & Analytics 30 RSS
• Expand/Collapse Business Analyst 13 RSS
• Expand/Collapse Training By Job Role 4 RSS
• Expand/Collapse Leadership and Professional Development 14 RSS
• Expand/Collapse Managed Learning Services 3 RSS
• Expand/Collapse Design & Multi-Media 1 RSS

CompTIA IT Fundamentals+ FC0-U61 Cert Guide by

Get full access to CompTIA IT Fundamentals+ FC0-U61 Cert Guide and 60K+ other titles, with a free 10-day trial of O'Reilly.

There are also live events, courses curated by job role, and more.

Explain the Troubleshooting Methodology

This chapter explores CompTIA IT Fundamentals+ Objective 1.6: Explain the troubleshooting methodology. In this eight-part method, you learn to identify the problem (gather information, duplicate the problem, if possible, question users, identify symptoms, determine if anything has changed, approach multiple problems individually); research knowledge base/Internet, if applicable; establish a theory of probable cause (question the obvious, consider multiple approaches, divide and conquer); test the theory to determine the cause (once the theory is confirmed [confirmed root cause], determine the next steps to resolve the problem, if the theory is not confirmed, establish a new theory or escalate); ...

Get CompTIA IT Fundamentals+ FC0-U61 Cert Guide now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.

Don’t leave empty-handed

Get Mark Richards’s Software Architecture Patterns ebook to better understand how to design components—and how they should interact.

It’s yours, free.

Check it out now on O’Reilly

Dive in for free with a 10-day trial of the O’Reilly learning platform—then explore all the other resources our members count on to build skills and solve problems every day.

• Study Materials
• Exam Vouchers
• Virtual Labs
• Practice Exams
• Consultations
• More Resources

• Intro to IT Course
• ITF+ FC0-U61
• Hardware: 220-1101
• Software: 220-1102
• Net+ N10-008
• Sec+ SY0-701
• Knowledge Base

Troubleshooting Methodology | CompTIA IT Fundamentals FC0-U61 | 1.6

In this video you will learn how to identify a problem; research the problem using a knowledge base or the internet (if applicable, establish a theory of probable causes; test the theory to determine the cause; establish a plan of action to resolve the problem & identify potential effects; implement the solution or escalate as necessary; verify full system functionality, and if applicable, implement preventive measures; and finally, document your findings/lessons learned, actions, and outcomes.

Troubleshooting Methodology

Identify the problem.

The first thing you need to be aware of when troubleshooting a problem is understanding that the symptoms are not the problem.  The actual problem is what’s causing the symptoms to manifest. To identify the problem, use the following procedures as needed:

• Gather information
• Duplicate the problem, if possible
• Question users
• Identify symptoms
• Determine if anything has changed
• Approach multiple problems individually

Before making any changes, make sure you safeguard current settings:

• If possible, back up the entire system
• On a Windows computer, back up the system Registry using Regedit
• Print out or record current firmware/UEFI/BIOS, network, and software settings

Gather Information

Start the process by gathering information.  Some of the information you need may be obtained from log files created by the operating system.  You can also compare the current settings for the device to its default settings.

Other information sources include:

• Network logs
• Printer self-test to display amount of RAM and number of pages printed (laser); firmware version (laser or inkjet)
• Current BIOS/firmware settings
• Hardware information
• Windows update history

Duplicate the Problem, If Necessary

If possible to duplicate the problem.  Try the same tasks with the same files and output devices that were originally involved. Record any error messages or dialogs that are displayed. Use the screen capture utility to capture error messages or dialogs.

Question Users

Ask the user(s) that have reported the issues to you to provide details about the problems they are experiencing.  When asking users, remember that some of them may be scared for fear of believing that they may have done something they were not supposed to do.  Just remind them in a compassionate and understanding manner that you are simply there to help them solve the issue they are experiencing with the network and/or their device.

Some of the ways you establish rapport and build a good relationship are:

• Use proper language and avoid using jargon, acronyms, and slang when applicable
• Maintain a positive attitude and project confidence
• Actively listen (take notes) and avoid interrupting the user/customer
• Avoid judging the customer
• Avoid getting into arguments with the customer
• Ask permission before touching, viewing, or moving printouts or other personal/business items
• Use your smartphone only for business-related matters when in the presence of the customer

Identify Symptoms

As you are talking to the customers, you should also be trying to identify symptoms.  Some possible symptoms might include:

• Loud noise from inside the computer
• Unpleasant odor which might be accompanied by smoke or fumes
• Unexpected error messages
• Flickering lights or other signs of a power fluctuation
• Slower than normal system response
• Inability to connect to network resources
• Blank screen
• Software not performing as expected

Some questions you could ask the user:

• “Did you hear anything different than usual?”
• “Do you usually print to a network printer?”
• “Do you remember what apps were open when the problem happened?”
• “Have you used the device/app before, or was it just installed?”

Be mindful that these are just questions to help get the ball rolling towards identifying the problem.

Determine If Anything Has Changed

Determine if anything has changed (device settings, upgraded hardware, updated operating system or app, cables, etc). The change might be the reason for the failure you are trying to troubleshoot.  Some ways to determine if anything has changed are as follows:

• Review operating system and application update logs
• Compare the default settings for the device to the current settings
• Review device driver versions & when they were last updated
• Review antivirus and anti-malware scan histories
• Review network update logs
• Check to see if any device or peripheral cable has been disconnected or connected to a different port than their assigned ports
• Check IT department records of system hardware upgrades
• Check BIOS/UEFI firmware revisions and updates
• Check to see what apps/programs were installed recently
• Determine if new hardware was installed recently
• Check to see what apps/programs were updated recently
• Determine if there were changes to the database recently (new tables, new data, new queries, old data removed, etc)

Approach Multiple Problems Individually

Multiple problems could be the result of a common issue such as problems taking place with the network, but unless you know for sure it’s a network problem, it’s easier to figure out the solution to a single problem before moving on to the next.

Research Knowledge Base/Internet, If Applicable

Always remember, the knowledge base and/or the internet are your friends when it comes to troubleshooting.  If your organization has its own knowledge base, start your research there first. If not, then head out to the internet to conduct research.  When you are out there searching for possible reasons, keep these items in mind:

• Whether you suspect a hardware or software problem, try searching the internet for symptoms before going to a particular vendor’s website to search
• Use keywords that describe the symptoms or problems
• Be sure to include brand, model and operating system information in your search
• Pay attention to the dates of proposed solutions if multiple suggestions are given, as newer suggestions may work better than older suggestions
• Note the operating system or app version listed because sometimes the same solution will work with older or newer versions than the current one
• For apps that have cloud or local/network versions, make sure you specify the correct version

Establish a Theory of Probable Cause

Once you think you have successfully researched solutions & identified potential issues that may be causing the problem, it is now time for you to establish a theory of probable cause.

Question the Obvious

Sometimes the solution to a problem could be something very simple that just goes unnoticed.  For example, a user calls the helpdesk to report that their screen just suddenly went black. You arrive to investigate the issue.  As you are investigating the issue, you notice that power lights to the monitor are not on. You look behind the monitor to see that the power cord is plugged in.  You follow the power cord to the wall outlet to discover that the power cord is not plugged into the outlet. You then inform the user that the monitor was not plugged into the outlet.  The user then recalls accidentally kicking something under their desk which more than likely was the power cord from the outlet. You then plug the power cord back into the wall and secure the power cord with zip ties to the desk in such a manner as to prevent the user from accidentally kicking the power cord in the future.  Problem solved.

Consider Multiple Approaches

A rule you should tell yourself (and only yourself) is the K.I.S.S. rule:  Keep It Simple Stupid. Sometimes there are multiple approaches to solving a problem, but it is best to go with the simplest and most easy to implement an approach.  For example, if a user is experiencing problems with their keyboard such as sticky keys, simply swap out the keyboard for another one so the user can continue on with their work instead of you trying to take apart keys to remove the stickiness.

Divide & Conquer

Sometimes problems arise that may deal with components and their various subsystems.  Take for example a printer. From the time a user hits the print button until a document is actually printed out, there are various subsystems linked to the printer which could possibly cause a print failure.  The printing subsystem includes the printer, the USB cable between the printer and the computer, the USB port, the printer driver in the operating system, and the application. Each could cause a problem. First thing you could do is check to see if the printer is turned on and if so, does it have ink and toner?  If not, that may be the problem. If it does, then check the USB cable to the printer and the computer to make sure it is plugged in on each device in the correct ports.  If not, then move on to the next print subsystem until you isolate the problem. This is called the “divide & conquer” technique which allows for you to find and fix problems in a systematic manner.

Test the Theory to Determine the Cause

Once you believe you have established probable cause, it is now time for you test a theory to determine the cause.  To test a theory, change what you think is causing the problem. Some examples are as follows:

• Update device drivers
• Uninstall the device and let the operating system reinstall the device
• Swap a cable
• Move a USB device to a different port
• Install updates for the operating system
• Install updates for apps

After you make a single change in the system, retest it to see if the problem is solved.

Side Note:  If you don’t record the current configuration of the system’s hardware and software before you make a change to test your theory, you will not be able to reset the system to its previous condition if your first change doesn’t solve the problem.

Once the Theory is Confirmed (Confirmed Root Cause), Determine the Next Steps to Resolve the Problem

If your theory is confirmed, it’s now time to resolve the problem.  Here are some examples from the previous section:

• Update device drivers:  Continue to use the updated device drivers.
• Uninstall the device & let the operating system reinstall the device:   If the device now operates properly, continue to use it.
• Swap a cable:   If the replacement cable is not needed elsewhere, continue to use it.
• Move a USB device to a different port:   If the USB device now works, you must decide if the USB port’s host device (card, motherboard, or hub) needs to be replaced.
• Install updates for the operating system:   If installing operating system updates solves the problem, plan to implement the solution on other affected systems.
• Install updates for apps:   If installing app updates solves the problem, plan to implement the solution on other affected systems.

If the Theory is Not Confirmed, Establish a New Theory or Escalate

If you come to the conclusion that your theory did not work, the next thing you should do is develop a new theory and test it.  If you are confident that your theory is what is causing the problem and you have identified the correct problematic subsystem, move to the next step in the process of testing the subsystem.

For example, if you remove a USB cable from a USB port and plug that same cable into a different yet similar system and the system works fine, then your issue might not actually be the USB cable, but the actual USB port on the original system.  Some of the issues could be damaged contact pins or a build of dirt inside the port. Now if you have concluded that there is no dirt nor any damaged contact pins inside of the USB port, your next step may be to escalate the problem to the next support tier.

Establish a Plan of Action to Resolve the Problem & Identify Potential Effects

Once you have identified the problem and discovered a solution, it is now time to establish a plan of action to resolve the problem and identify potential effects.  An example for how to deal with a malware outbreak is as follows:

• Identify & research malware symptoms
• Quarantine the infected systems
• Disable system restore (in Windows)
• Update the anti-malware software
• Scan and use removal techniques (safe mode, pre-installation environment)
• Schedule scans and run updates
• Enable system restore and create a restore point (in Windows)
• Educate the user

Implement the Solution or Escalate as Necessary

If you are responsible for implementing the plan of action, follow it carefully.  Be sure to note any problems with the plan or any additional problems you observe.  If you are not responsible for implementing the plan of action, escalate it to the department that is responsible.

Verify Full System Functionality &, If Applicable, Implement Preventive Measures

Once you have implemented the solution, the next step is to check to make sure that the system, peripheral, or device actually does what it is supposed to do.  An example of a full system functionality test is as follows:

• Connect to a wired network and open a folder, then a file.
• Connect to wireless network and open a folder, then a file.
• Connect to the internet and view a web page that changes frequently, such as a news aggregator.
• Print to a local printer.
• Print to al network printer.
• Open a file from local or network storage, edit it, & save it under a different name.
• Scan a document or photograph.
• Copy a file to a USB drive.
• Burn an optical disc.
• Extend the desktop or mirror dual displays (depending on task requirements).
• Scroll through a document with a mouse or pointing device.
• Pinch zoom a web page with a touchscreen.
• Run a backup.
• Run the OS or app update process.
• Run an app and use it normally (open, edit, save data, close app).

Document Findings/Lessons Learned, Actions, & Outcomes

When it comes to problems arising in IT, more than likely you are going to encounter similar problems over and over again.  Instead of approaching each problem as if it is the first time you’ve seen the problem, the best approach is to document your findings, lessons learned, actions, and outcomes from each problem you have solved so that you can build a repository of solutions for future problems you are bound to encounter again in the future.  Be sure to add any figures (screen captures, diagrams, photos, etc) that will help you or others solve similar problems next time. Detailed documentation is your friend when it comes to solving problems in IT.

Share this:

• Share on Tumblr

You may also like...

What is Information Technology? | Introduction to IT Course

Email Address

IG: Tech_Gee

© 2024 Technology Gee, LLC. All Rights Reserved.

• Onsite training

3,000,000+ delegates

15,000+ clients

1,000+ locations

• KnowledgePass
• Log a ticket

01344203999 Available 24/7

CompTIA Troubleshooting Steps for Network

This blog will take you through the CompTIA Troubleshooting Steps, which can help you with networking problems and be a vital part of CompTIA-based exams.

Exclusive 40% OFF

Training Outcomes Within Your Budget!

We ensure quality, budget-alignment, and timely delivery by our expert instructors.

Share this Resource

• CompTIA Network+ Training Course
• CompTIA ITF+ Certification
• CompTIA Server+ Certification
• CompTIA Security+ Certification
• CompTIA CySA+ Certification

According to CompTIA , more than 500,000 IT professionals have chosen CompTIA Network+ qualifications to begin their IT careers since its establishment. Network technicians can enhance their problem-solving abilities and ensure optimal network performance by following these steps. This blog will walk you through the CompTIA Troubleshooting Steps so that you can identify and fix the problems in your network. Continue reading the blog for more information! 

Table of Contents  

1) Understanding the CompTIA Troubleshooting Model 

2) Network Troubleshooting 

3) CompTIA Troubleshooting steps 

4) Network Troubleshooting for devices and network 

5) Tools for network Troubleshooting 

6) Network Troubleshooting applications 

7) Conclusion 

Understanding the CompTIA Troubleshooting Model  

The CompTIA Troubleshooting model is a systematic approach to resolving network issues. It consists of six stages that guide IT professionals through the troubleshooting process. The stages include:  

a) Identify the problem: gather information about the issue by talking to users, examining error messages, and understanding the symptoms.  

b) Follow a theory of probable cause: Based on the gathered information, you form hypotheses about the potential causes of the problem. It involves analysing the symptoms and considering factors such as recent changes or known issues that might be responsible.  

c) Test the theory to determine the cause: You can perform diagnostic tests to validate or eliminate your hypotheses. This may involve using network monitoring tools, analysing logs, or conducting tests on specific components to pinpoint the root cause.  

d) Establish a plan of action: Once the cause is identified, you create a plan to resolve the issue. This plan outlines the steps you'll take to fix the problem, including any necessary configurations, software updates, or hardware replacements.   

e) Implement the solution: You execute the plan you've created. You make the necessary changes to the network or escalate the issue to higher-level support if needed.  

Network Troubleshooting  

Troubleshooting is a systematic way of finding and fixing issues in a network. Instead of randomly trying things until it works, troubleshooting lets you focus on specific network parts, test them, and keep track of your progress. It's a valuable skill for everyone, whether you're a regular computer user or aiming to become a network engineer. By following a systematic Troubleshooting approach, you can identify and resolve network problems efficiently.   

It involves steps like analysing the network components, testing their functionality, and documenting the process. This helps identify the exact cause and apply the appropriate solution. Whether it's a minor glitch or a complex network error, troubleshooting allows you to approach it in a structured manner. This saves time and ensures smooth network operations. So, whether you're troubleshooting at home or pursuing a career in networking, mastering this skill will significantly benefit you in keeping your network up and running smoothly. 

CompTIA Troubleshooting Steps  

The CompTIA Troubleshooting model can be broken down into simple stages as follows: 

Step 1: Identify the problem  

The first step in CompTIA Troubleshooting is to identify the symptoms and related issues. Start by gathering information about the topic. Talk to users, look for error messages, and understand the signs. This can help you in figuring out what's wrong with the network. Let's look at the procedures that follow below: 

a) Use available network troubleshooting tools to gather information about the network's current status.  

b) Replicate the problem on a test device or software to help identify its source.  

c) Communicate with network users to understand any problems or challenges they have experienced.  

d) Identify the symptoms of the network problem, such as complete loss of connectivity and determine if it affects the entire network or specific users.  

e) Investigate any changes that occurred in the network before the issues arose, such as new hardware, increased users, or software upgrades.  

f) Define each problem accurately, as multiple issues may coexist. This ensures that others do not hinder solutions for one problem. 

g) Following these steps, you can gather important information, diagnose network problems, and address them effectively, leading to a smoother and more reliable network experience.  

Learn to identify social engineering attacks and how to classify network attacks by joining our CompTIA Security+ Certification Training Course . Sign up now!  

Step 2: Establish a theory of probable cause  

You must consider the potential causes of the issue based on the gathered information. Examine the symptoms and take into account any recent changes or problems that may be responsible for the issue. Create a hypothesis based on the factors causing the problem or issue. It helps technicians narrow down their investigation by considering the potential causes most likely responsible for the observed symptoms. The theory of probable cause helps technicians focus their efforts and follow a logical sequence.   

Instead of investigating every possible cause, they prioritise the root cause of the problem. This method includes conducting tests, reviewing error messages, and analysing the system's behaviour. By carefully considering these factors, they can eliminate unlikely causes and focus on the most probable ones. This approach saves time and effort and increases the chances of finding an effective solution. The theory of probable cause guides technicians through systematically investigating and resolving technical issues, improving their efficiency and effectiveness in troubleshooting tasks. 

Step 3: Test the theory to find out the cause  

Conduct tests to confirm or rule out your hypotheses. Use network monitoring tools, check logs, or perform specific tests on components to find the root cause of the problem. Here, you perform diagnostic tests to validate or eliminate your hypotheses. This may involve using network monitoring tools, analysing logs, or testing specific components to identify the root cause. For example, if you think your network router is functioning correctly, use a different router.   

Step 4: Create an action plan  

Once the cause is identified, you must create a plan to resolve the issue. This plan outlines the steps you'll take to fix the problem, including any necessary configurations, software updates, or hardware replacements. You must rely on one method to implement the solution. Try and test the plan in an isolated environment. Inform the users beforehand to make them aware of the problems occurring from the solution. You should consult a professional if required. 

Step 5: Implement the solution or escalate as necessary  

In this stage, you execute the plan you've created. You make the changes required to the network or escalate the issue to higher-level support if needed. The essence is putting your plan into action. Take help from network administrators or users if the self-implemented solutions do not provide fruitful outcomes. This step is taken after making a strategy for network repair.  

Step 6: Verify full system functionality and implement preventive measures  

After implementing the solution, you verify that the problem is resolved and the network functions correctly. Additionally, you may take preventive measures to avoid similar issues in the future, such as implementing monitoring systems or conducting user training.   

Step 7: Record the solution  

You must document and record each step of the troubleshooting process, including the issues occurring in the network. It is essential to record each phase of the troubleshooting process. The stages include network symptoms, hypothesis, test theory and solutions provided for the problem.  

Advance your knowledge and get recognised worldwide with our CompTIA Certification Training Courses. Register now!  

Network troubleshooting for devices and network  

Troubleshooting for a device  

Troubleshooting on an individual device could be necessary if the issue is with a particular gadget, like a computer or a router. This can involve restarting the device, reviewing the network settings, or updating the device's firmware or drivers. It may be necessary to conduct further in-depth troubleshooting, such as reviewing router configurations, examining network traffic, or contacting the internet service provider if the issue is more prevalent and affects many devices or the entire network. 

Troubleshooting for network  

When troubleshooting a network, the first step is to identify the problem. Consider the signs such as slow internet speed, connectivity issues, or devices not being able to communicate with each other. After the problem is identified, the next step is to isolate the cause. This involves checking the physical connections, verifying network settings, and examining the devices affected.  

Accelerate your career in networking with our comprehensive CompTIA Network+ Training Course . Join today!   

Tools for network troubleshooting  

A wide range of Network Troubleshooting tools exist to identify and resolve network issues. Let's talk about a few tools:  

a) Ping: It is a primary network troubleshooting tool that sends a small data packet to a specific IP address or hostname and measures the response time. It helps in determining a device's reachability and measuring network latency.  

b) Traceroute: It traces the path network packets take from your device to a destination, showing each hop along the way. It helps identify network congestion, routing issues, or delays by displaying the response times from each intermediate device.  

c) Nslookup: This tool returns all the IP addresses related to a hostname. NSlookup is a network troubleshooting tool that helps you find information about domain names and their IP addresses. It translates human-readable domain names into machine-readable IP addresses and vice versa, allowing you to verify DNS configurations and troubleshoot DNS-related issues in just a few clicks.   

d) Ifconfig: A tool that supports Windows and checks for network settings and connections. A command-line tool called 'ifconfig' details a computer's network interfaces. Users can see and modify IP addresses, subnet masks, and other network settings for connectivity problems.   

e) Tcpdump: The packet sniffing tool 'tcpdump' captures and examines real-time network traffic. It helps users in packet monitoring and analysis, network problem detection, and network communication issue resolution.    

f) Route: The IP routing table on a computer or router can be viewed and edited using the command-line tool route. Maintaining optimal network connectivity enables users to monitor and configure routing information, such as default gateways and network routes.  

g) Address Resolution Protocol (ARP): It enables mapping an IP address to a Media Access Control (MAC) address. The ARP cache, which holds these mappings, can be viewed and managed by users using the ARP command-line tool. It helps in link-layer Troubleshooting for network connectivity problems.  

h) Iptables: It is a firewall tool in Linux systems. It allows users to define rules to control incoming and outgoing network traffic. It helps secure the network by filtering and manipulating packets based on specific criteria.  

i) Dig: Domain Information Groper (DIG) is a command-line tool for performing Domain Name System (DNS) queries. It provides information about DNS records, such as IP addresses associated with a domain name. It helps diagnose DNS-related issues and verify DNS configurations.  

j) Pathping: A Windows tool called 'pathping' combines ping and traceroute features. For each hop on the network path, it offers information on network delay and packet loss. It assists in identifying troublesome network segments and diagnosing network performance issues.   

k) Netstat: It is a command-line tool that focuses on active network connections, listening ports, and network statistics on a computer. It helps users identify established relationships, check the network service status, and diagnose network-related issues.  

l) Nmap: It is a network scanning tool that helps users discover and map network hosts and services. It provides information about open ports, operating systems, and network services running on target systems. It helps in network discovery and risk assessment. 

Network troubleshooting applications  

You can use from among several applications to assess the network issues and diagnose challenges. Let's discuss a few:   

a) Wi-Fi analyser: An application that scans the Wi-Fi spectrum to locate open networks, measure signal strength, and identify channel congestion, helping diagnose wireless connectivity problems and optimising network performance.    

b) Bandwidth speed tester: An application that measures the speed and quality of your internet connection, enabling you to diagnose slow network performance, detect problems, and confirm that your service provider is providing sufficient bandwidth.  

c) Packet sniffer: An application used to capture and analyse network traffic, allowing you to inspect the data packets being transmitted, helping identify issues like network congestion or network vulnerabilities.  

d) Protocol analyser: A software application that examines network protocols to identify errors, analyse communication patterns, and diagnose problems related to how devices communicate.  

e) Port scanner: An application program that scans a target system for open ports, indicating which services are running and potentially highlighting security vulnerabilities or misconfigurations. 

Elevate your career in server administration. Join our CompTIA Server+ Certification Training Course today.  

Conclusion  

Hope you enjoyed reading this informative blog and that it gave you a systematic understanding of CompTIA Troubleshooting Steps. By following these steps, IT professionals can effectively identify, analyse, and resolve problems in a structured manner. CompTIA troubleshooting methodology helps ensure efficient and effective troubleshooting, minimising downtime and improving overall system performance.  

Learn the basics of CompTIA A+ Certification under the guidance of expert trainers with our CompTIA A+ Certification training Course . Sign up now!  

Frequently Asked Questions

Upcoming it infrastructure & networking resources batches & dates.

Mon 30th Sep 2024

Mon 2nd Dec 2024

Mon 3rd Feb 2025

Mon 7th Apr 2025

Mon 2nd Jun 2025

Mon 4th Aug 2025

Mon 6th Oct 2025

Mon 1st Dec 2025

Get A Quote

WHO WILL BE FUNDING THE COURSE?

My employer

By submitting your details you agree to be contacted in order to respond to your enquiry

• Business Analysis
• Lean Six Sigma Certification

Share this course

Our biggest summer sale.

We cannot process your enquiry without contacting you, please tick to confirm your consent to us for contacting you about your enquiry.

By submitting your details you agree to be contacted in order to respond to your enquiry.

We may not have the course you’re looking for. If you enquire or give us a call on 01344203999 and speak to our training experts, we may still be able to help with your training requirements.

Or select from our popular topics

• ITIL® Certification
• Scrum Certification
• ISO 9001 Certification
• Change Management Certification
• Microsoft Azure Certification
• Microsoft Excel Courses
• Explore more courses

Press esc to close

Fill out your  contact details  below and our training experts will be in touch.

Fill out your   contact details   below

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

Back to Course Information

Fill out your contact details below so we can get in touch with you regarding your training requirements.

* WHO WILL BE FUNDING THE COURSE?

Preferred Contact Method

No preference

Back to course information

Fill out your  training details  below

Fill out your training details below so we have a better idea of what your training requirements are.

HOW MANY DELEGATES NEED TRAINING?

HOW DO YOU WANT THE COURSE DELIVERED?

Online Instructor-led

Online Self-paced

WHEN WOULD YOU LIKE TO TAKE THIS COURSE?

Next 2 - 4 months

WHAT IS YOUR REASON FOR ENQUIRING?

Looking for some information

Looking for a discount

I want to book but have questions

One of our training experts will be in touch shortly to go overy your training requirements.

Your privacy & cookies!

Like many websites we use cookies. We care about your data and experience, so to give you the best possible experience using our site, we store a very limited amount of your data. Continuing to use this site or clicking “Accept & close” means that you agree to our use of cookies. Learn more about our privacy policy and cookie policy cookie policy .

We use cookies that are essential for our site to work. Please visit our cookie policy for more information. To accept all cookies click 'Accept & close'.

Lean Six Sigma Training Certification

• Facebook Instagram Twitter LinkedIn YouTube
• (877) 497-4462

How to do Root Cause Analysis? Everything You Need to Know

March 4th, 2024

Performing a root cause analysis is an invaluable problem-solving tool for any organization. At its core, root cause analysis (RCA) aims to uncover why issues arise by systematically evaluating contributing factors.

Once the underlying causes behind these problems are understood, teams can not only address the immediate symptoms but also take proactive preventative measures for the long term.  

Utilizing a data-driven methodology, root cause analysis gets to the bottom of quality, reliability, safety, and process inefficiencies.

By figuring out the true roots instead of just the obvious proximal causes, you diagnose the real reasons defects emerge, errors happen, failures occur or goals aren’t met.

The goal extends beyond resolving a one-time incident – it’s about fixing systemic gaps to avoid repeated future stumbles while continuously improving performance.

What is Root Cause Analysis?

Root cause analysis (RCA) refers to a set of approaches leveraged to uncover the underlying explanatory factors or root causes behind problems. Essentially, RCA provides a structured investigation process for identifying the true sources from which issues emerge in systems, products, workflows, or outcomes.

Whereas our instinct is often to address the most visible or proximate causes behind defects, errors, or negative events, root cause analysis deliberately digs deeper.

RCA diagnosis traces behind the symptoms to the source inputs, process weaknesses, and capability gaps giving rise to those surface-level problems.

This tracing back from consequence to cause requires analyzing the interconnected relationships within a system to find originating triggering points upstream where sustainable solutions can be targeted.

Goals of Performing Root Cause Analysis

There are three overarching goals fueling investments in root cause analysis initiatives:

Identify Underlying Problems

The foremost objective is to systematically diagnose the fundamental breakdowns or gaps responsible for the manifestation of issues.

As opposed to only compiling a list of contributing factors or observable indicators, RCA pursues the identification of the truly originating root deficiencies being tapped as the problem’s supply source.

Take Corrective Action  

The second purpose is to facilitate solution development targeting root causes for resolution.

Armed with insights linking specific deficiencies to negative outcomes, corrective interventions can be scoped to strategically address the problem’s inputs rather than applying superficial Band-Aids to outputs.

Investing in fixing root drivers substantially increases the soundness and sustainability of corrective actions taken.

Prevent the Recurrence of Issues

Lastly, the ultimate motivation is the prevention of issue recurrence through eliminating or controlling the root sources.

By remediating root causes and monitoring to confirm resolution, RCA strengthens system reliability and performance to avoid repeated failures manifesting in the future.

Hence required effort for rework decreases as problems stemming from the same unchecked root weaknesses cease to persist.

Steps for Conducting Root Cause Analysis

When executing a root cause analysis, there is an overall investigatory process containing key phases to follow for orderly problem diagnosis .

Walking through these main RCA steps lends structure to facilitate systematic root cause identification.

They provide foundational guidelines while deploying the specialized root cause analysis tools and methodologies covered later.

Define the Problem  

The first step when approaching any root cause analysis is to clearly articulate the problem you aim to address. This includes accurately describing the issue’s observable characteristics and quantifying the impacts witnessed thus far.

Define Specific Symptoms

Closely detail what is going awry to precisely scope the problem. Document factual indicators tied directly to performance shortfalls rather than vague hunches something is amiss. Quantify discrepancies between expected versus actuals. Capture failure modes . Outline errors committed or protocol breaches. Log quality defects surfacing. Probe to gather data-backed specifics.  

Understand Current Impacts

Quantify how these presenting symptoms translate into tangible setbacks. Connect observable indicators back to resulting consequences like goals underachieved, costs incurred, risks introduced, and other impacts.

Dimension the scope of influence including breadth across the customer base, affected product lines, or process phases. Demonstrate why solving this problem merits prioritization based on the depth of existing impacts.

Solid problem definition focusing on the analysis ultimately determines how effectively root causes will be found.

An accurate statement captures factual symptom patterns plus impact measurables tied to those reliability, quality, or performance defects witnessed.

That evidential grounding seeds direction for the data gathering and causal evaluation ahead.

Gather Information & Data

With a well-defined problem statement guiding the root cause analysis, attention next turns to gathering contextual input and evidence associated with the issue.

Create a Timeline of Events  

Work backward chronologically to chart out key events preceding and proceeding with observable defect occurrences . Capture operational data, process logs, related audit records, and other artifact sources to reconstruct event sequences.  

Consider perspectives like:

When exactly did defect indicators initially surface? Under what conditions or phase activity? After what system, input, or human touchpoint? Any correlative or high probability causal associations?

Seeking process flow understanding, catalog multi-tiered sequences of events, including upstream supplier activities, to identify potential propagation pathways giving rise to defects.

Document Contributing Factors

Beyond driving process factors and event chronologies, also gathers ancillary variables that likely influence or contribute to issue occurrence even if not as primary drivers. Consider documentation, insights from staff interviews, related incidents, past mitigation actions, and other clues that shed light.

Record as many hypothesized contributing factors as possible early on. This compilation supports connecting the dots during causal analysis without prematurely dismissing the potential relevance of surrounding variables.  

Through compiling events data and rounding out clues, these background informative sources feed into the causal analysis techniques to next diagnose just what latent weaknesses propagate or allow these problems to keep resurfacing.

Identify Causal Factors

With foundational information gathering completed, the next phase applies analytic techniques to start unraveling contributory causal linkages tied to the focal problem.

A diversity of root cause analysis tools can methodically assess hypotheses on factor interdependencies.

Use Analysis Tools Like 5 Whys and Fishbone Diagram

Structured brainstorming combined with visual mapping formats help investigates the likelihood of causal relationships across documented contributing variables and process flow events. For example:  

– The 5 Whys approach sequentially probes with “why” questions to follow explanatory chains probing closer to root causes.

– Fishbone diagrams visually organize causal factors under typical categorical influence dimensions like manpower, machinery, materials, methods, and more.

These analysis tools support rooting out key drivers versus ancillary variables amongst the stack of hypothesized factors initially compiled.  

Determine Relationships Between Factors  

Beyond naming factors, RCA analysis seeks to assess interrelationships – which elements potentially influence other elements either directly or in relayed sequences.

This mapping of connections across current state process steps, inputs, human decision points, and other variables constructs the pathway model of how certain vital few deficiencies propagate to enable the ultimate problem manifestation.

Solid analysis output accounts for factor likelihood and strength of relationships across the mapped flow.

Statistical, experiential, and consensus estimation techniques help qualify those key linkages for further root cause assessment.

Pinpoint the Root Cause(s)  

Having constructed a relationship model across contributing variables and process flow events, attention hones in on tracing the originating root causes behind the mapped issue. This diagnostic phase isolates the vital few originating causes to target for correction.

May Be Multiple Root Causes

Especially for complex problems, multiple root failure points may independently or jointly propagate deficiencies tied to the end observable defect. Isolate multiple contributing root causes rather than stopping at just one initial discovery.

Distinguish Between Causal Factors

When analyzing to pinpoint the deepest root sources, it is critical to differentiate causal factors from root causes.

Causal factors directly contribute to the problem but are not the underlying deficiencies enabling the causal chain.

True root causes originate upstream as the vital inputs or process weaknesses initiating the downstream consequence cascade.

Confirm root cause isolation by assessing if its resolution would eliminate the issue while simply addressing each causal factor alone would not resolve the problem long term.

This testing of whether fixed roots would break the failure sequence helps verify root cause validity for targeted corrective action ahead.

Implement Preventative Solutions

With verification of the root factors enabling the business problem’s occurrence, attention lastly turns to enacting changes to address exposed deficiencies for prevention.

Develop a Corrective Action Plan

Define a project plan oriented around enhancing control of the vital root inputs or strengthening process elements to minimize propagation likelihood going forward. Corrective actions directly target diagnosed deficiencies rather than applying generalized fixes.

Attach owners driving execution of enhancements like input specification improvements, adding process controls , capability development interventions, technology system changes, and more as tied to root issue resolutions.

Allocate Resources

Determine appropriate budget, staffing, infrastructure, and stakeholder access supports to facilitate execution against planned corrective initiatives. Resource design elements of the improvement plan for priority consideration.

Assign Responsibilities

Designate owners to carry through and sustain fixes critical for remediating diagnosed root weaknesses.

Assign subject matter experts tailored to focus areas like procurement, quality assurance, data analytics, applications, and more.

Maintain accountability via governance check-ins to validate containment of root factors enabling the original business problem faced.

Getting ahead of problems requires getting beyond just reactive firefighting. Root cause analysis provides an alternate mindset and procedural approach to transform from responsive defense to reliable prevention.

Leveraging the steps outlined transforms troubleshooting guesswork into solid problem diagnoses for impactful corrections that stick.

Tools for Root Cause Analysis

While the root cause analysis steps provide an overarching process, there are also many specific tools and techniques leveraged by practitioners to enable effective problem diagnosis .

These methodologies lend rigor and an evidence-based lens guiding productive analysis execution.

No one-size-fits-all tool exists as finding root causes encompasses a toolkit approach aligning techniques to problem complexity, organizational maturity , and analytics staff capabilities.

A variety of options cater better to deductive versus inductive analysis styles. Certain tools simplify tackling human versus process-driven deficiencies.

Below we will describe some of the most popular and impactful options as an introductory sampling of root cause analysis tooling available to drive actionable findings.

Looking across the techniques, common elements like visual mapping combined with iterative questioning enable unraveling factor connections. Statistics quantitatively point toward viral variables.

While no single method will perfectly fit every business environment, evaluating options against internal needs allows customizing an RCA toolbox for repeating success.

Let’s look at how to use 5W , fishbone diagram , fault tree , etc. to run a Root Cause Analysis.

5 Whys Technique

The 5 Whys approach represents one of the simplest root cause analysis tools, asking “why” iteratively to trigger deeper-dive brainstorming on contributory factors. By sequentially questioning “why” around five times, analysis can often get to root causes efficiently.

Ask “Why” Questions Iteratively

Start with the problem indicator as documented. Ask why it is occurring. For the explanation received, again ask why regarding that reason.

Continue asking why around five+ times until reaching a root originating cause rather than just symptoms or intermediate factors.

The key is not stopping at superficial responses. Use follow-on probing around systemic relationships to get beyond guesswork into sourcing vital causal inputs behind issues. Answer chains build an explanatory logic trail.

Fishbone Diagram

The fishbone diagram compiles a visual catalog of causal variables for organized analysis facilitating potential root cause identification.

As factors accumulate and interrelate in complex ways, this format supports assessment efficiency.  

Visually Map Causal Factors

Fishbone diagrams provide an intuitive visual roadmap of multiple categories of influencing factors like materials, machinery, staffing, and methods.

This organization into standard dimension groupings eases assessing angle applicability to the issue context. Breaking down by factor type combined with team discussion aids in root cause emergence.

Fault Tree Analysis

Fault Tree Analysis offers a structured deductive approach applying boolean logic for disciplined qualification of factor likelihood and interconnectedness to narrow resolving power onto root causes.

Deductive Root Cause Analysis

In a fault tree diagram, the undesired state requiring diagnosis sits at the top. Sub-branches then visually map how that state could logically occur based on combinations of certain lower-level events and conditions using “AND” and “OR” logical operators.

Walking through documented branches and assessing the likelihood of reaching originating root factors at the base of the tree provides evaluation rigor.

Fault tree branches knocked out via factor improbability allows deductively focusing in on the active root causes behind an issue.

Failure Mode & Effects Analysis (FMEA)

Failure Mode and Effects Analysis offers an anticipatory approach to risk analysis applied for early identification of vulnerabilities permitting problems before they emerge. It statistically quantifies criticality toward issues to guide control priorities.  

Predictive Identification of Failures

Potential failure modes are hypothesized along with estimating their likelihood to manifest and the severity of impact if occurring. A risk priority number mathematically combining probability and consequence severity indicates the highest priority vulnerabilities for proactive mitigation efforts.

FMEA analysis flows through these steps:

• Documenting process flows and system design specifications.
• Cataloging where and how failure could theoretically occur.
• Rating probability and severity estimates for each failure mode.
• Calculating weighted risk priorities steering mitigation targeting.
• Developing controls and contingency responses aligned to top risks.

Getting ahead of downstream issues, FMEA provides an alternate lens complementary to retrospectively investigating executed failures through other root cause analysis approaches.

It serves prevention needs rather than just diagnosis for organizations’ maturing quality system reliability and performance benchmarks.

Applications of Root Cause Analysis

While originally pioneered in industrial environments, root cause analysis has expanded across functions from product design through end-user support to unlock business performance, operational efficiency, and continuous improvement advances.

Root cause analysis seamlessly integrates into Lean Six Sigma cultures demonstrating infrastructure capabilities enabling reliable prevention. However, any organization in search of elevating standards, systematizing enhancements, or diagnosing tricky recurring issues can benefit from instituting RCA capabilities.

Manufacturing & Quality Control

Eliminating waste while improving quality, safety, and delivery benchmark attainment all require understanding vital causes behind unacceptable variation. RCA offers manufacturing analytics to optimize flow.

Reduce Defects & Waste

Learn why rejection and rework rates fail to meet control standards. Identify source impurities decreasing yield. Discover where bottleneck throughput lags emerge. Optimize prevention resources against diagnosed vital few equipment failure modes. Get to root design weaknesses prompting field failures.

RCA provides manufacturing analytics illuminating upstream process vulnerabilities and product robustness gaps that quality engineers can re-engineer to reduce downstream waste. The evidence-based insights fuel continuous improvement prioritization essential for operational excellence.

Software Development

IT leaders applying root cause analysis to diagnose tricky software defects optimize quality assurance. Pinpointing true error triggers versus symptoms provides effective resolutions by seasoned developers.

Bug Tracking and Resolution

Applying investigative questioning around runtime errors and customer-reported issues provides clarity to trace back through requirements, architecture, and code base vulnerabilities introducing those bugs. Similarly, managing outages and performance degradations benefits from RCA lifting the hood on dependencies and resource contention under the covers.

Business Process Improvement

Every business leverages processes crossing functional teams, underlying technology, and spanning external partners. Root cause analysis gifts a microscope to optimize flow efficiency, reliability, and experience.

Identify Process Inefficiencies

Document as-is workflow steps, decision points, and outputs. Measure improvement needs around cycle time, work transfers, rework loops, constraints impacting costs or service levels, and roadblocks frustrating customers. Construct current state process maps highlighting pain points.

Conduct RCA to diagnose root design, capability, and capacity gaps disadvantaging flow. Re-engineer based on evidence vs. assumptions alone.

From manufacturing shop floors to software quality assurance to overall business productivity, root cause analysis crosses functions to drive operational gains.

RCA provides insights to strengthen the weakest links recognized across integrated processes and systems that compromise broader performance.

Best Practices   

While the methods and tools empower root cause analysis execution, real-world success also depends on engagement, analysis, and implementation excellence.

Various best practices should be fostered around the people, process, and leadership elements involved with RCA.

Involve Cross-Functional Teams

Gathering a diversity of experts across functions touched by the problem to be diagnosed provides analytical breadth bolstering findings. Cross-functional collaboration harnesses different vantage points, experiences, and expertise to enrich RCA direction and outcome integrity.

Harness Different Perspectives

Multidisciplinary participation facilitates a well-rounded understanding of the current state, ideas on latent improvement opportunities, and balanced decision-making interpreting causes.

Consistent involvement across phases also strengthens buy-in critical for solution adoption success downstream.

With a breadth of lenses applied, creative identification of root causes overlooked otherwise comes to light.

Expanding beyond just technical leads or coaches facilitating RCA, hands-on participation across the various functions interfacing with the process or system under review will enhance analysis productivity and solution integrity.

Such collective ownership through the root cause journey propagates engagement critical for executing against recommended enhancements as well.

Create Blameless Culture

Effectiveness finding actual root causes relies on an environment promoting open transparency rather than fear of retribution. When people feel psychologically safe to share knowledge of vulnerabilities, higher quality analysis unfolds.

Encourage Transparency About Problems

Leaders must nurture a “blameless culture” where the focus stays on collective learning rather than targeting culpability.

Model inquisitive questioning, acknowledge contributions, and recognize success in uncovering insights. Establish RCA as an ongoing collaboration operating across functional boundaries.

Proactive sharing accelerates and enhances analysis, whereas environments allowing blame induce hiding failure observations essential for follow-on diagnostics.

Focus on True Root Causes

The end objective focuses on remediating deficiencies at originating sources instead of addressing symptoms alone. Repeatedly confirmed analysis dives deeper beyond the superficial factors initially evident.

Don’t Just Address Superficial Factors

Guard against analysis stagnation at intermediary contributors versus tracing further upstream toward vital root causes.

Leaders should constantly calibrate direction to pursue root factors that if remedied would prevent issue recurrence as the litmus test qualifying properly scoped RCA.

The core principles empowering successful root cause analysis encompass engagement models promoting transparency rather than fear while enabling deep analytic rigor refusing to settle on surface causes.

Adhering to these foundational practices pays dividends with more impactful insights and solution implementation.

Key Takeaways on How to do Root Cause Analysis

Root cause analysis provides a vital capability for any organization seeking to move beyond reactive firefighting toward reliable prevention.

While requiring investment and competency development, proficiency in paying RCA dividends emerges across operational efficiency, quality, customer experience, and financial performance outcomes.

RCA Helps Diagnose and Prevent Recurring Issues

Whether tackling sporadic issues or systemic defects, RCA gifts objective precision guiding corrective enhancements aligned to true underlying failure points.

The evidence-based analytical approaches uncover root causes that if remediated proactively contain issue recurrence likelihood.

The foundational overview shared introduces what , why , and how regarding root cause analysis. Several next milestone steps merit consideration for instituting RCA practices tailored to your organization’s needs.

Implement RCA Methodology Tailored to Your Needs

• Build Leadership Alignment: Confirm executive support to foster an engagement model and allocate resources enabling RCA productivity as a priority capability.
• Launch Training: Develop skilled practitioner depth across functions in RCA tools from visual mapping techniques like fishbone diagrams to statistical methods like FMEA while constructing an optimal toolkit mix.
• Standardize Governance: Define policies and collaborative forums providing oversight, best practice sharing, efficiency optimizations, and corrective action accountability across the RCA lifecycle.
• Start Small, Demonstrate Quick Wins: Pilot RCA diagnosis and solution implementation for an important business issue to showcase capability value realized.

Root cause analysis success requires work – from leadership, staff skill development, and process adoption. However, embracing RCA thinking and methods delivers a multiplier effect on operational gains to continue building competitive advantage.

Now is the time to get started or expand your RCA journey !

The root cause analysis is a very helpful process in understanding as well as finding solutions to the problem. These indispensable tools will help you conduct this process more efficiently.

Stop by and contact us at 6Sigma.us and find out how we can positively help you plan and change the culture and operations of your organization. We offer Six Sigma Green Belt and Six Sigma Black Belt   training programs, as well as a Master Black Belt program.

SixSigma.us offers both Live Virtual classes as well as Online Self-Paced training. Most option includes access to the same great Master Black Belt instructors that teach our World Class in-person sessions. Sign-up today!

Virtual Classroom Training Programs Self-Paced Online Training Programs

SixSigma.us Accreditation & Affiliations

Monthly Management Tips

• Be the first one to receive the latest updates and information from 6Sigma
• Get curated resources from industry-experts
• Gain an edge with complete guides and other exclusive materials
• Become a part of one of the largest Six Sigma community
• Unlock your path to become a Six Sigma professional

" * " indicates required fields

• Prompt Library
• DS/AI Trends
• Stats Tools
• Interview Questions
• Generative AI
• Machine Learning
• Deep Learning

Problem, Symptoms & Root Cause Analysis (RCA) Examples

Last updated: 30th Jan, 2024

Have you found yourself stuck in a cycle of solving the same or similar problems over and over again? Ever wondered why some solutions seem to only offer a temporary fix? Have you wondered if you have identified the correct problem or if you are trying to fix one of the symptoms? The key lies in your understanding of how we define problem statements, associated symptoms, root causes , and approach to problem-solving , which is fundamentally rooted in analytical thinking and critical thinking . What exactly is the difference between a problem and its symptoms ? And why is it crucial to conduct a root cause analysis to arrive at a lasting solution?

In both personal and professional spheres (workplace), the ability to identify correct problems and solve them is highly valued. Often, the issues we face are more complex than they first appear. Simply treating the visible symptoms of a problem rarely offers a lasting solution . This is where analytical thinking comes into play . Understanding the difference between a problem and its symptoms, and the role of root cause analysis in identifying and solving the actual problem, is a cornerstone of analytical thinking. This blog aims to throw light on these distinctions and demonstrate the importance of root cause analysis, empowering you to approach problems with a more analytical mindset for enduring solutions.

Table of Contents

What is a Problem?

In the context of problem-solving, a “ problem ” is a situation or condition that represents the obstruction for an entity (a person or a thing) to remain in or achieve the desirable or ideal state of being. Problems can also be referred to as “ challenges “. For example, a company aims to achieve a 20% increase in sales revenue by the end of the year. The problems or challenges that the company may face can be some of the following:

• Determining whether the product is not positioned correctly, and then coming up with the most apt product positioning in the manner that matches the needs of the customer
• Analyzing marketing strategy, identifying gaps, and coming up with a marketing strategy to reach out to potential customers matching the product positioning
• Create a potential customer pipeline from which X% can convert into the real ones
• Determine a sales strategy that can help make the sales to the potential customers.
• Determine the most apt communication channels for the potential customer to reach out and enquire
• Need for timely and cost-effective customer service

When the entity is moved to the ideal state (positive change) or most desirable condition, the problem stands resolved . The thing that takes the entity from an undesirable to a desirable state is called the solution .

Often, what we initially identify as a problem turns out to be merely a symptom of the underlying problem (or root cause). Symptoms of a problem can be understood as the indicators of the underlying “real problem”. Unlike symptoms , which are mere indicators or manifestations of the problem or real problem , the real problem itself is the root cause that leads to the observable symptoms. It is very important to discern between the symptom and the real problem. If not done well, there is a risk of solving the “ symptoms ” when you think that you are solving the problems.

Here is a problem vs symptom example . When you have a cough problem, it is important to differentiate between whether a cough is a problem and take medicines for it, or, if a cough is due to some lung problem and take the medicine to cure that lung-related problem.

Here is another example to understand problem vs symptoms . Let’s say, when a business is experiencing declining sales, one may call out the problem as “declining sales”. However, the “declining sales” is merely a symptom. The actual problem or the root cause can be traced to poor customer service based on the root cause scenario. It is the core issue that needs to be identified and resolved to bring about a positive change.

What are Symptoms? What’s the difference between Symptoms & Problems?

Symptoms of a problem are the observable effects or indicators that point towards an existing problem ; they are not the problem themselves. These are the signs that something is wrong, but they often don’t reveal the underlying cause. Understanding the distinction between symptoms and the actual problem is crucial because treating symptoms won’t eliminate the root issue.

The following are some of the problem vs symptom, or, symptom vs root cause examples :

• On the personal front, let’s consider recurring headaches. You might think the problem is the headache itself, but that is a symptom. The real problem or the root cause could be anything from dehydration to stress. Taking painkillers will temporarily relieve the headache but won’t resolve the underlying issue causing it.
• In a business setting, consider declining sales. At first glance, you might think the problem is the product or its pricing. However, declining sales are a symptom. The actual problem or the root cause could be poor customer service or ineffective marketing. Addressing only the symptom by slashing prices may bring a temporary boost in sales but won’t provide a long-term solution

By identifying and treating the root cause or actual problem rather than its symptoms , you can find a lasting solution that prevents the issue from recurring. This approach not only saves time and resources but also promotes better analytical thinking and decision-making.

The following are some of the key differences between symptoms and the problems or root cause :

• Symptoms when resolved can reappear after some time. Problems or root causes when resolved stay resolved.
• Symptoms are evident . They can be easily identified. Problems or root causes are difficult to unearth or determine. They can be deep-rooted .
• A problem can manifest in the form of many symptoms.

What is Root Cause Analysis (RCA)? Why is it needed?

Root Cause Analysis (RCA) is a structured approach for identifying the underlying causes of what is referred to as the problem (symptoms on the surface) . The goal is to find out what, how, and why something happened, thereby preventing recurrence. It’s like a detective’s investigation to find the “criminal” causing the symptoms, which in this context, are the undesired outcomes or challenges.

RCA is valuable because it helps you go beyond treating symptoms to find the real problem. It’s the difference between mopping up a water leak and fixing the pipe that’s leaking. By focusing on the root cause, you not only solve the immediate problem but also prevent similar issues in the future.

For instance, if a company is facing high employee attrition, addressing the symptoms might involve conducting exit interviews and providing compensation packages. However, a root cause analysis may reveal that the real issue is a toxic work culture or poor management. Addressing these root causes would lead to more effective and lasting solutions.

There are various methods for conducting RCA, and the choice often depends on the complexity of the problem and the resources available. Some popular techniques include:

• The 5 Whys : This method involves asking “Why?” repeatedly (usually five times) to drill down into the layers of a problem.
• Fishbone diagram : This visual tool allows you to categorize potential causes of a problem, helping to identify the root cause systematically.
• Analytical thinking : One can break down problems into sub-problems and continue this process until one reaches to most fundamental problems.
• First principles thinking : One can analyze a problem based on final, formal, material, and efficient causes and then repeat the process.

By understanding and applying these RCA techniques, you can develop a more analytical approach to problem-solving, thereby addressing issues at their core and preventing future recurrence.

Process for Arriving at the Root Cause of Symptoms / Problems

The following represents the process for arriving at the root cause of stated symptoms or problems:

• Distinguish Between Problem and Symptom : Your first task is to determine if what has been stated is the problem or merely a symptom of something deeper. For instance, experiencing a headache is generally a symptom, not the underlying problem itself.
• Identify the Underlying Problem : If what is stated is a problem, well and good. However, if you’ve identified a symptom, your next step is to discover what the problem could be. For example, if you’re dealing with headaches, the underlying issue may be something like ill-health.
• List All Observable Symptoms : Expand your perspective by identifying all the symptoms related to the issue at hand. This will give you a more comprehensive view and may provide additional clues about the root cause.
• Generate Cause Hypotheses for Stated Symptoms : Formulate hypotheses for what could be causing the symptoms for the identified problem. This step is essentially a diagnosis . Employ techniques like the “Five Whys” to dig deeper and identify potential underlying causes.
• Test Each Hypothesis to identify the real root cause : For each hypothesized cause, perform diagnostic tests to either validate or negate it. This could be in the form of data collection, interviews, or even controlled experiments. The aim is to gather evidence that either supports or refutes each hypothesis.
• Identify the Root Cause : After you’ve rigorously tested each hypothesis, you should be able to pinpoint one root cause that stands out as the most likely “actual problem” or “root cause” of the issues you’re observing.

Defining Problem Statement

The problem statement should consist of information related to the following:

• Ideal state: The ideal state outlines what the perfect scenario would look like once the problem is solved. This sets the vision and provides a clear goal for problem-solving efforts.
• What : Define the problem precisely. You can use root cause analysis to dig deep into the “What” aspect.
• Why : Identify why the problem is important.
• Where : Specify the areas or departments affected.
• When : Determine when the problem occurs or comes to notice.
• Who : Note who is impacted, either directly or indirectly.
• How : Describe the nature of the impact, be it financial, operational, or emotional.
• Outcome as a result of problem resolution : The outcome section elaborates on what success looks like, linking back to the ideal state. It can include quantitative and qualitative measures that indicate the problem has been solved.

Understanding the difference between a problem and its symptoms is the cornerstone of effective problem-solving. Many times, organizations or individuals get sidetracked by addressing symptoms without ever reaching the core issue. By employing a structured approach, like distinguishing between problems and symptoms, identifying all associated symptoms, formulating hypotheses for root causes , and rigorously testing these hypotheses, you set the stage for finding the actual root cause of the problem. This not only saves time and resources but also leads to long-lasting solutions.

From an analytical thinking standpoint, mastering this approach equips you with a crucial skill set. It helps you avoid the pitfalls of surface-level solutions and encourages a deeper understanding of challenges. So the next time you’re confronted with a “problem,” take a step back and consider: Is this the real issue, or is it just the tip of the iceberg? The answer to this question could be the first step toward effective and sustainable problem-solving.

Recent Posts

• Random Forest Classifier – Sklearn Python Example - August 14, 2024
• Decision Tree Regression vs Linear Regression: Differences - August 13, 2024
• Parametric vs Non-Parametric Models: Differences, Examples - August 11, 2024

Ajitesh Kumar

Leave a reply cancel reply.

Your email address will not be published. Required fields are marked *

• Search for:
• Excellence Awaits: IITs, NITs & IIITs Journey

ChatGPT Prompts (250+)

• Generate Design Ideas for App
• Expand Feature Set of App
• Create a User Journey Map for App
• Generate Visual Design Ideas for App
• Generate a List of Competitors for App
• Random Forest Classifier – Sklearn Python Example
• Decision Tree Regression vs Linear Regression: Differences
• Parametric vs Non-Parametric Models: Differences, Examples
• How to know if Linear Regression Model is Appropriate?
• Lasso Regression in Machine Learning: Python Example

Data Science / AI Trends

• • Prepend any arxiv.org link with talk2 to load the paper into a responsive chat application
• • Custom LLM and AI Agents (RAG) On Structured + Unstructured Data - AI Brain For Your Organization
• • Guides, papers, lecture, notebooks and resources for prompt engineering
• • Common tricks to make LLMs efficient and stable
• • Machine learning in finance

Free Online Tools

• Create Scatter Plots Online for your Excel Data
• Histogram / Frequency Distribution Creation Tool
• Online Pie Chart Maker Tool
• Z-test vs T-test Decision Tool
• Independent samples t-test calculator

Recent Comments

I found it very helpful. However the differences are not too understandable for me

Very Nice Explaination. Thankyiu very much,

in your case E respresent Member or Oraganization which include on e or more peers?

Such a informative post. Keep it up

Thank you....for your support. you given a good solution for me.

How to Perform Real Root Cause Analysis & Problem Solve

A root cause is defined as a factor that caused a nonconformance and should be permanently eliminated through process improvement. The root cause is the core issue—the highest-level cause—that sets in motion the entire cause-and-effect reaction that ultimately leads to the problem(s).

Most of the clients we work with cite the ability to problem solve effectively as one of their major issues and skill gaps.

Root cause analysis or problem-solving is defined as a collective term that describes a wide range of approaches, tools, and techniques used to uncover the causes of problems. Some problem-solving approaches are geared more toward identifying true root causes than others, some are more general problem-solving techniques, and others simply offer support for the core activity of root cause analysis.

Finding and developing effective solutions to problems is the best way to ensure that problems, once solved, stay solved. The root-cause tools presented will help people dig beyond the typical initial answers and get to the true cause of a problem.

Join DVIRC’s Director of Continuous Improvement, Alan Shell to learn how to perform true root cause analysis and embed these tools into your everyday processes.

How to Perform Real Root Cause Analysis & Problem Solve Waitlist

Who should attend:.

Continuous Improvement leaders, team members, and department leaders.

Cancellation Policy

Cancellations must be received up to 5 business days prior to program start date. Cancellations must be submitted via email to [email protected].

3 Root Cause Analysis Templates (and Examples)

By Status.net Editorial Team on May 8, 2023 — 7 minutes to read

Root Cause Analysis (RCA) is a powerful tool used by organizations and professionals to identify, understand, and address the core issues behind recurring problems. By analyzing and addressing the root cause of a problem, you can ensure that the issue will not repeat itself, enhancing your organization’s overall performance, safety, and efficiency. This article will give you an overview of root cause analysis templates and examples to help you adopt this approach for your own processes.

To launch a successful root cause analysis, you need to start by defining the problem clearly. This ensures that your team remains focused on addressing the correct underlying issue. Next, explore various strategies to identify the root cause of your problem. This may involve brainstorming, data analysis, or consultations with experts. Once the root causes have been identified, you can develop targeted solutions to eliminate them and prevent future occurrences.

Related: Root Cause Analysis (RCA) Methods for Effective Problem Solving

5 Whys: How to Uncover Root Causes [Examples]

Root Cause Analysis Template

Five whys technique.

To apply the Five Whys Technique in root cause analysis, begin by stating the problem and then, ask “why” the problem occurred. Keep asking “why” until identifying the root cause. This method works best when working with simpler, specific problems. As an example, consider the following problem and its subsequent analysis:

• Problem: Production is delayed.
• Why? There’s a machine breakdown.
• Why? The machine’s belt is damaged.
• Why? The belt has worn out due to extended use.
• Why? Maintenance and replacement schedules were not followed. (Root cause)

Learn more: 5 Whys: How to Uncover Root Causes [Examples]

Fishbone Diagram

A Fishbone Diagram, also known as an Ishikawa Diagram or Cause and Effect Diagram, is a visual tool used to identify and organize possible causes for a specific problem. To create a Fishbone Diagram, follow these steps:

• Write down the problem statement at the head of your diagram.
• Identify main categories of potential causes (e.g., people, processes, environment, equipment).
• Add these categories as “ribs” branching off the main “spine” of the fishbone.
• Brainstorm specific potential causes under each category.
• Analyze and prioritize the identified causes to determine the root cause(s).

As a simple example, suppose the problem is “late product deliveries.” Categories could include:

• People: staff shortages, lack of training
• Processes: inefficient processes, lack of communication
• Environment: disruptions due to weather, shipping provider issues
• Equipment: outdated equipment, vehicle breakdowns

Learn more: Fishbone Diagram (Components, Factors, Examples) and Ishikawa Diagram: Examples and Applications

Pareto Analysis

Pareto Analysis is a decision-making tool that helps prioritize the most significant causes contributing to a problem. It’s based on the 80/20 rule, which states that about 80% of the effects come from 20% of the causes. To perform a Pareto Analysis:

• List all possible causes of the problem.
• Assign values (e.g., frequency, cost, or time) to each cause.
• Rank the causes in descending order based on the assigned values.
• Calculate the cumulative percentage for each cause.
• Create a Pareto chart with causes on the x-axis and assigned values on the y-axis, and draw a line representing the cumulative percentage.
• Identify the causes contributing to 80% of the problem (starting from the highest value) to address and fix the problem.

When using a Pareto Analysis in root cause analysis, focus on the top contributing causes to solve the most significant aspects of the problem. This technique is especially valuable when dealing with complex problems or when resources are limited.

Related: What is Poka-Yoke? [Examples, Principles, Methods]

Root Cause Analysis Examples

• Example 1: Manufacturing Defects Problem Statement: The production line of a manufacturing company is experiencing a high number of defects in their products.

Root Cause Analysis:

• The first step is to gather data and identify the problem. The data shows that the defects are occurring in a specific area of the production line.
• The team then conducts a brainstorming session to identify possible causes of the problem. They identify that the machine used in that area may be malfunctioning.
• The team then conducts further investigation and finds that the machine is not being maintained properly and is causing the defects.
• The team then develops a plan to fix the machine and improve maintenance procedures to prevent similar issues in the future.
• Example 2: Employee Turnover Problem Statement: A company is experiencing high employee turnover rates.
• The first step is to gather data and identify the problem. The data shows that the highest turnover rates are in a specific department.
• The team then conducts a survey to identify the reasons why employees are leaving. The survey results show that employees are leaving due to lack of growth opportunities and poor management.
• The team then conducts further investigation and finds that the department has not had any promotions or job rotations in the past year, and the manager has received multiple complaints from employees.
• The team then develops a plan to provide growth opportunities for employees and address the management issues to improve employee retention.
• Example 3: Customer Complaints Problem Statement: A company is receiving an increasing number of customer complaints.
• The first step is to gather data and identify the problem. The data shows that the majority of complaints are related to a specific product.
• The team then conducts a survey to identify the reasons for the complaints. The survey results show that customers are experiencing issues with the product’s durability and performance.
• The team then conducts further investigation and finds that the product was recently redesigned to reduce costs, but the changes resulted in lower quality.
• The team then develops a plan to improve the product’s quality and durability to address the customer complaints and prevent similar issues in the future.
• The team also decides to conduct regular quality checks and involve customers in the product development process to ensure their needs are met.

These examples show how root cause analysis can be used to identify the underlying cause of a problem and develop a plan to address it. It involves gathering data, conducting investigations, and using problem-solving techniques to identify the root cause and develop solutions. By addressing the root cause of a problem, organizations can prevent similar issues from occurring in the future.

Guidelines for Effective Root Cause Analysis

Gathering information.

To perform a successful root cause analysis, begin by gathering information about the problem. Collect data from diverse sources, including employees, documents, and other relevant records. Organize this information systematically to gain a clear understanding of the issue at hand. Key steps in gathering information:

• Identify the problem and clarify its scope
• Gather data from relevant sources (e.g., documents, personnel, external experts)
• Organize data systematically for easy analysis

Identifying Possible Causes

After gathering information, work to identify possible causes of the problem. This step requires examining the data closely and using analytical methods, such as brainstorming, fishbone diagrams, and flowcharts.

Consider multiple probable causes for the issue rather than focusing on a single explanation. These potential causes can be refined and ranked by probability and impact later in the analysis process. Some tips for identifying possible causes:

• Use various analytical techniques (brainstorming, fishbone diagrams, flowcharts)
• Consider multiple causes and don’t focus on one explanation
• Keep an open mind and avoid jumping to conclusions

Evaluating Data

Once the possible causes have been identified, the next step is to evaluate the data to pinpoint the root cause of the problem. Assess the impact and probability of each potential cause, then determine the most likely root cause(s).

Investigate the relationships between causes and the problem to understand the underlying mechanisms that need to be addressed. This step may require further data collection or revisiting previously gathered information. Key aspects of evaluating data:

• Assess the impact and probability of each possible cause
• Determine the most likely root cause(s)
• Investigate relationships between causes and problem to understand underlying mechanisms

Benefits of Root Cause Analysis

Continuous improvement.

Root cause analysis (RCA) encourages continuous improvement in your organization by identifying the underlying causes of problems and implementing solutions. When you conduct RCA, you build a foundation for long-term improvement that goes beyond simple fixes.

Preventive Action

Another benefit of root cause analysis is its focus on preventive action. When you identify and address the root causes of problems, you can prevent similar issues from occurring in the future. This proactive approach helps your organization improve its performance and reduce the likelihood of encountering the same issues again. Not only does this save time and effort, but it also fosters a culture of problem-solving and accountability.

Cost Savings

Finally, root cause analysis can lead to significant cost savings for your organization. By identifying and resolving the root causes of problems, you can avoid the expenses associated with repeated failures, downtime, and operational inefficiencies. Moreover, a well-executed RCA provides valuable insights that inform better decision-making and resource allocation. As a result, your organization can operate more efficiently, ultimately cutting costs and improving its bottom line.

See also: Root Cause Analysis (RCA) Methods for Effective Problem Solving

Fishbone Diagram (Components, Factors, Examples)

Ishikawa Diagram: Examples and Applications

What is Poka-Yoke? [Examples, Principles, Methods]

• Root Cause Analysis (RCA) Methods for Effective Problem Solving
• Steering Committee: Complete Guide with Examples & Templates
• 30 Employee Feedback Examples (Positive & Negative)

Unlimited Access

Exam cs0-003 topic 1 question 104 discussion.

Which of the following describes the best reason for conducting a root cause analysis?

• A. The root cause analysis ensures that proper timelines were documented.
• B. The root cause analysis allows the incident to be properly documented for reporting.
• C. The root cause analysis develops recommendations to improve the process.
• D. The root cause analysis identifies the contributing items that facilitated the event.

CyberJackal

Get it certification.

Unlock free, top-quality video courses on ExamTopics with a simple registration. Elevate your learning journey with our expertly curated content. Register now to access a diverse range of educational resources designed for your success. Start learning today with ExamTopics!

Log in to ExamTopics

Report comment.