The Root Cause Analysis Research Paper

The Root Cause Analysis Research Paper

Instructions/Descriptions

The Root Cause Analysis Research Paper

Root Cause Analysis (RCA) is popular and often-used a technique that helps people answer the question of why the problem occurred in a certain place or a certain situation. For my final project, our group is going to analyze the intercultural communication problems that Dolce & Gabbana faced when it promoted its products to Chinese customers.

We used the specific case that Dolce & Gabbana launched a racist advertisement. One thing to be aware of in this case is the information transfer through social media in the intercultural context.  So, we need to know what happened, why it happened, and what to do to reduce the likelihood that it will happen again.

In order to perform root cause analyses, I basically have used two techniques, asking questions and using the “Fishbone Tool”.  Through this week’s reading, we know that the surprising power of questions. Although this article analyzes the power of questions more based on the interpersonal communication context, I think it is also very useful for us to do root cause analyses.

Before I started the analysis, I asked several questions to myself, like “Why Dolce & Gabbana released this AD?”, “Who designed this advertisement?”, and “Is the heroine in the AD Chinese or a foreigner?”. As John and Brooks (2018) said, asking questions is an unlocking learning process.

By asking questions, I can learn and collect more information, so that I can know more about this case. At the same time, it will allow me to ask deeper questions. Step by step, the analysis will go deeper and deeper.  Compared to “Asking questions”, the “Fishbone Tool” is more effective when used in a team.

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“A cause and effect diagram often called a “Fishbone” diagram, can help in brainstorming to identify possible causes of a problem and in sorting ideas into useful categories” (API, n.d.).  The first and most important thing is to state the problem and then classify the causes of the problem. This approach focuses on teamwork, so it requires brainstorming and discussion to identify all possible causes. Then, ask again why.

Case analysis is teamwork. In addition to individual analysis and opinions, the analysis of other team members is equally important. Therefore, for me personally, I adopted the way of asking questions. For the group discussion, we used the “Fishbone Tool”.

API (n.d.), How to Use the Fishbone Toole for Root Cause Analysis. Retrieved May 2, 2020,

from https://www.cms.gov/medicare/provider-enrollment-andcertification/qapi/downloads/fishbonerevised.pdf

Brooks, Alison Wood, and Leslie K. John. The Surprising Power of Questions. Harvard

Business Review 96, no. 3 (May–June 2018): 60–67.

Root cause analysis is an approach for identifying the underlying causes of an incident so that the most effective solutions can be identified and implemented. It’s typically used when something goes badly, but can also be used when something goes well.

Implementing RCA will help an organization to identify barriers and the causes of problems, so that permanent solutions can be found, to develop a logical approach to problem-solving, using data that already exists in the agency and to identify current and future needs for organizational improvement. (Jelinek, 2019).

Establish repeatable, step-by-step processes, in which one process can confirm the results of another. Within an organization, root cause analysis is fundamentally connected by three basic questions. What’s the problem? Why did it happen? What will be done to prevent it from happening again?

Our final project is to identify the problems within Disney’s theme park opened in France and to make suggestions and recommendations to the problems identified. In order to conduct the RCA, we firstly need to define the problems.

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Then, our team will collect the data and information regarding the problems. Thirdly, we will identify the cause of the problems and prioritize the causes. Fourthly, we will collect the solutions that other organizations used to deal with similar problems. Lastly, we will pick up some possible solutions from other cases, brainstorm some solutions and customized the solutions to make sure that they will be suitable for Disney’s problems.

According to this week’s course material, we understand the power of asking questions. Before we start to analyze the case, we should have some questions in our mind.

For example, why Disney had done well in its American and Janpanese market? What did its French customers think about the theme park? With these questions, our team are better directed when collecting the data and information.

Reference：

Jelinek, J. (2019). Root Cause Analysis. Washington State Department of Enterprise Services. Retrieved from: https://des.wa.gov/services/risk-management/about-risk-management/enterprise-risk-management/root-cause-analysis

The Root Cause Analysis Research Paper

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