Redefining Root Cause Analysis

A Root Cause Analysis training project was conducted for a banking back office where the approach was redefined to draw the current state diagrams identifying the current issues and their actionable causes, draw the conflict resolution diagrams to identify the conflicts in resolving these actionable causes, draw the future state diagram to depict how the issues are getting resolved by implementing the injections. This design thinking approach revolutionized the RCA process in the bank. It was easier to work with cross functional teams and the bank was able to save a lot of time that it used to spend doing RCA in silos and then getting into conflict resolutions.