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Voice of Process Root Cause Analysis
Date - 12 / 09 / 2012
Philosophy
Input Output
Investigate - Identify
probable/confirm root
Pareto
cause(s)
Ensure corrective
Share Success Story action & Mistake proof
Turnback categorization Use SIPOC to identify high level Turnback categories, further
detailing can be done using a detailed process map.
Summarize turnbacks Turnbacks collected thru Verbal /email communications, data collection
raised sheets, defect /issue trackers, e-portals, checklist
Prioritize projects Ensure prioritization of projects are based on the Business Impact
The first step in creating a success story is verifying that the problem
has been fixed for good. Team must have used Mistake Proofing
Share Success Story techniques to ensure it will not occur again. The solution has had No
Adverse Effect on Other Processes/Process Steps
Define Project Turn Problem to well defined project use Project charter
Investigate Process
Eliminate inputs to converge on the root cause with factual data or rationale
Verify Effectiveness Determine optimum solution Correction, Corrective action & Preventive
action
Project Code: BESt Elearning Course Date of receipt of problem:June & July, 2012
Project Title: Root Cause Analysis for BESt Practitioner Level training assigned to OEG group of
110 associates
Objective: Conduct DIVE project to identify root cause and implement correction and corrective
actions for all the turnbacks recorded by the OEG customer and thereby release an updated
version of the BESt practioner Level training to infotech associates.
Background: BESt team along with the elearning CoC has developed the BESt Practitioner level
elearning training and has assigned the training to all org excellence group associates to conduct
a LMS course delivery testing along side their training.
Impact: Achieving the project objectives will result in eliminating turnbacks (semantic and
synatatical defects ) that were identified during the testing .
Problem statement: BESt practioner Level training semantic and synatatical turnbacks reported by
the OEG team.
Investigate
Industry
Best
practices
Internet BESt Tool E-
Training Open
websites and learning Zero Escapes
materials to literatures, 2. E-learning
consultancy ( modules (semantic and Cell
address lessons Material 100% On
UTC Best Content slides, syntactic Associates & Associates
associate learnt , Content demand
practices , voice , story errors )VoC Owners
comments Authorized Preparation
ASQR, and board , question >6
&requiremen sources
LAI ) paper
ts on BESt
tool
practices
Investigate
Turnback Count
User Navigation 26
LMS compatibility (menu not working/Pop Up blocks 19
/ xml page distortion )
Method Machine
Corrective Action -
Action to eliminate the cause of a detected
Level of Target
Sl.No Problem Root Cause nonconformity or other undesirable situation. Actionee
MP Date
Corrective action is taken to prevent
recurrence
Proof reading process was not incorporated Proof reading process step to eliminate
3 English Grammar and followed for the quiz and overview language corrections incorporated for all L3 BESt team
pages inputs ranging from content to Quiz
Negativ
e
Potential End Negative
Speed of Impact
Impact on Ease to Benefit/Cost user Impact on Total
Criteria Implementati on
Company Implement Relationship benefit Environmen Rating
on Health
Performance s t
&
Safety
5 = high 5 = high 5 = high 5 = high 5 = high 5 = high 5 = high Low = poor
3= Medium =
Rating 3 = Medium 3 = Medium 3 = Medium 3 = Medium 3 = Medium 3 = Medium
Medium Considerable
3 3 3 1 1 1 NA NA 9
LMS program by vendor
Before After
Pop Up blocks
System compatibility Check an L1 mistake
proof was developed -designed to check
whether current browser settings and plugins
meet minimum requirements to run online
courses, and tutorials of BESt Practitioner
Training
2011 Infotech Enterprises 17
Success Story on a Page
Before After
After
xml menu distortion
1
Before After
Activity Design of
learning modules
enhanced with list of
deliverables that require
Activity Design of learning modules did not proof reading for
list the require proof reading for language language corrections.
corrections.
2. Why? Why #2 - Why did we have erroneous results for if...else if....else
statement in quiz section?
Turnback due to Java scripting included as a part of solution to the
existing LMS turnback quiz navigation/saving - earlier version has
3. Why?
individual course and assessments packaged separately
5 Turnbacks - 11 Sep,2012
Corrective Action -
Action to eliminate the cause of a detected
Level Target
Sl.No Problem Root Cause nonconformity or other undesirable situation. Actionee
of MP Date
Corrective action is taken to prevent
recurrence
Check exception errors by compiling
A test plan was not prepared for the java eLearning
statements using try-catch& throw L1
Exception categories scripts
statements
such as special
September
characters and Typos Unaware of the special character related Use of backslash (\) to introduce special
2012
created erroneous turnbacks when we use if...else if....else characters L2 eLearning
5
results for if...else statement
if....else statement -
used for the quiz
section Conduct Root & Mistake proof test as a part
incomplete root cause test L3 BESt team
of the Verify and ensure stage