1 Identify the root cause

The first step is to identify the root cause of the breakdown or repair. This means going beyond the symptoms and finding out what triggered the problem, how it developed, and what factors contributed to it. You can use tools such as root cause analysis (RCA), failure mode and effects analysis (FMEA), or fishbone diagrams to help you with this process. Identifying the root cause will help you prevent recurrence and address the underlying issues.

3 Solicit and document feedback

The third step is to solicit and document feedback from the stakeholders involved in the breakdown or repair. This includes feedback from the operators, technicians, engineers, managers, customers, and suppliers who were affected by or involved in the event. You can use tools such as surveys, interviews, focus groups, or feedback forms to help you with this process. Soliciting and documenting feedback will help you understand the perspectives, needs, and expectations of the stakeholders.

4 Implement and monitor corrective actions

The fourth step is to implement and monitor corrective actions based on the root cause, data, and feedback. This means taking actions that will address the problem, prevent recurrence, and improve performance. You can use tools such as action plans, checklists, or standard operating procedures (SOPs) to help you with this process. Implementing and monitoring corrective actions will help you ensure effectiveness and accountability.

5 Evaluate and communicate results

The fifth step is to evaluate and communicate results from the corrective actions. This means measuring the outcomes, benefits, and costs of the actions, as well as the satisfaction and feedback of the stakeholders. You can use tools such as return on investment (ROI), cost-benefit analysis (CBA), or balanced scorecard (BSC) to help you with this process. Evaluating and communicating results will help you demonstrate value and share learning.

6 Update and improve processes

The sixth and final step is to update and improve processes based on the results and learning. This means incorporating the best practices, standards, and policies that emerged from the corrective actions, as well as identifying and pursuing new opportunities for improvement. You can use tools such as continuous improvement (CI), lean manufacturing, or Six Sigma to help you with this process. Updating and improving processes will help you achieve excellence and innovation.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?