Effective root cause analysis

The scenario is a common one. A small company finds it need a customer management portal or purchasing software to make it easier to keep track of what is being bought and sold in the company. The software that is purchased is perfect for the job, at first, but as the company grows, gaps start appearing. In some cases, the CEO will motivate the purchase of additional software to fill in the gaps, but this new software does not integrate properly with the existing system. Before anyone knows what is happening, managers find themselves spending more time putting out fires than managing people.

Productivity starts to drop as processes are slowed and clients become annoyed at the delays. Each supplier supporting a system in use by the company insists that their software is working perfectly and it must be someone else's fault. Somehow, the fire must be put out once and for all.

However, those in charge of software purchasing are often not IT gurus. They are forced to take the advice of those around them who should know what they are doing and are forced to believe the assurances of suppliers that their software will solve all the problems. At some point, the problem is simply too complex and too large to manage internally and is having major effects on the profitability of the company. It is at this point that outsourcing application management is the most viable option.

Naturally, choosing the correct supplier for this delicate service is vital to the ongoing profitability of the company. Many factors must be taken into consideration, not least of which is the potential supplier's ability to conduct an effective root cause analysis.

Why an effective root cause analysis?

The first step to fixing a problem is to determine what the cause of the problem is in the first place. This requires an in-depth analysis of the company's processes, procedures and software applications from an objective and experienced point of view. The overriding principle is that discovering and eliminating the cause of the problem will remove the problem permanently.

What is required to conduct an effective analysis of a problem?

The approach that Sintrex takes has been found to be effective and efficient at identifying and solving the root cause of many software-related problems. Here is a brief look at what needs to be done.

1. Systematic approach
Due to the frequently complex nature of problems, it is vital that an analysis is done in a systematic manner. A lack of a structured approach may cause an inaccurate identification of the root cause of a problem.

2. Industry knowledge
In order to be able to approach a problem systematically, the analyst must have an in-depth knowledge of the systems or types of system that are in use. For example, a human resources expert would be lost in a sea of technical terminology if asked to assess the problems in the software applications used by a company.

3. Problem identification
In order to rectify a problem, the problem first has to be identified and defined. An incorrect definition may lead to the wrong conclusion and an ineffective solution.

4. Root cause identification
The root cause of a problem may not be a single factor. Multiple roadblocks and events may be identified as the root of the problem.

5. Solution identification
Identifying the cause of a problem is only the first step to solving the problem. When identifying the solution to a problem, the first solution presented may not be feasible or cost-effective. Multiple solutions should be found and the most effective and feasible solution recommended for implementation.

When suppliers are refusing to accept responsibility and managers are wasting time putting out fires, the only way forward is to get to the bottom of the problem and find the best solution. If the problems outlined above sound like something you are struggling with, you need to get in touch with Sintrex. Sintrex has the skills and industry knowledge to ensure a company's software is working at its peak and that the various applications work together to provide the best possible experience for both customer and employee.