In their research, researchers discovered that novices are different from veterans in how they view a burning building.
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Novices are more likely to notice things that they can see, like the flames.
Veterans have seen a story. They saw where the fire was, what happened to it and its progression.
The veterans analyzed the cause of a fire (where it began and why).
Business owners, as well as employees, often lament the daily firefighting that is needed. These companies give rewards to those who extinguish fires. Many companies even create departments that are dedicated to putting out fires.
Many employees are not experienced and look at the “fires” as novices. It is easy to spot mistakes. Customers are angry. Many people wonder how the errors happened.
Veterans view “fires” in corporations as stories, as causes and effects. Veterans pay attention to how, why and when the errors were first made. They continue to ask “why, why?” until they uncover the true cause. After that, they will ask: “How could we eliminate this issue completely?”
Root Cause Analysis
Simple root-cause analysis:
1. The problem should be stated.
2. If you can’t identify the cause, ask Why.
3. Determine the causes of your problem.
When it comes to root cause analysis, one of the greatest mistakes that people make is blaming:
The Untrained (*)
The Money is Not Enough
It’s not Enough Time
Because employees can change jobs, no amount of training is going to prevent the problem. Money and time are available if the problem becomes large.