The Inn at Ellis Square
Outline:
1. Problem reporting, root cause analysis, and corrective action system objectives
2. System model
3. System participant responsibilities - different types of participants
4. System capabilities
5. Problem data collection criteria
6. Standard data tables / Data to be collected, and why
7. Problem report format - electronic or paper
8. Problem statement - elements of information
9. Fact versus conclusion
10. Analysis for extent of problem
11. Operating experience
12. Risk-based initial screening of problem reports / Criteria for requiring root cause analysis
13. Risk, urgency and significance
14. Root, contributing and direct causes
15. Types of corrective actions
a. Part corrective action
b. Preventive or process corrective action
c. Compensatory corrective action
d. Ameliorative corrective action
16. Analysis for extent of preventive corrective action
17. Administration of root cause analysis - e.g., ownership, team constituency, charter
18. Interviewing techniques
19. Other data collection techniques
20. Root cause analysis techniques
a. Change analysis
b. Failure mode & effects analysis
c. Hazard-barrier-effects analysis
d. Fishbone diagram / Cause & effects analysis
e. Time line analysis
f. Event & fault tree analyses / Probabilistic risk or safety analysis
g. Management & oversight risk tree (MORT) analysis
21. Hardware performance causes
22. Human error causal factors taxonomy
23. Human performance root causes
24. Corrective action commitment - elements of information
25. Preventive corrective action verification
26. Preventive corrective action effectiveness measurement / Performance indicators
27. Report & corrective action status tracking
28. Reports to management
29. Winning management support