CQIA Root Cause Analysis 5 — Questions and Answers
Question 1: Which quality tool would BEST help a team visualize the sequence of steps in a process to identify where a defect-causing error could occur?
- Histogram
- Flowchart/process map (Correct answer)
- Control chart
- Scatter diagram
Correct answer: Flowchart/process map
A flowchart maps each process step and decision point, making it easy to identify where errors can be introduced.
Question 2: A team completes a root cause analysis and identifies the root cause as 'lack of defined standards.' The most appropriate corrective action is to:
- Retrain all employees immediately
- Create and implement documented standards and verify employee understanding (Correct answer)
- Purchase new equipment to remove human variability
- Conduct additional root cause analysis sessions
Correct answer: Create and implement documented standards and verify employee understanding
Creating documented standards directly addresses the root cause of undefined expectations and provides a sustainable process control.
Question 3: In root cause analysis, 'error proofing' (poka-yoke) is considered effective because it:
- Speeds up the investigation process
- Makes it physically impossible or immediately obvious when an error occurs (Correct answer)
- Reduces the need for corrective action reports
- Allows management to track individual employee mistakes
Correct answer: Makes it physically impossible or immediately obvious when an error occurs
Poka-yoke devices prevent errors at the source or detect them instantly, eliminating the reliance on human attention to avoid mistakes.
Question 4: What does 'recurrence prevention' mean in the context of corrective action?
- Ensuring the same defect does not occur in other product lines through lateral transfer of fixes
- Taking action at the root cause level so the specific problem cannot happen again (Correct answer)
- Documenting all past defects in a database for future reference
- Scheduling regular audits to monitor for the problem
Correct answer: Taking action at the root cause level so the specific problem cannot happen again
Recurrence prevention means fixing the root cause so the identical failure mode cannot repeat, not just monitoring for its return.
Question 5: Which of the following situations would MOST warrant using a formal root cause analysis process?
- A minor cosmetic blemish that occurs once and does not repeat
- A recurring customer complaint that has not been resolved despite multiple attempts (Correct answer)
- A single data entry error caught immediately by a self-check
- A supplier delivering two days late on a non-critical order
Correct answer: A recurring customer complaint that has not been resolved despite multiple attempts
Recurring problems that resist resolution despite previous attempts are the strongest candidates for formal RCA, since superficial fixes have clearly failed.
Question 6: A team is evaluating potential corrective actions and rates each option on effectiveness, feasibility, and cost. This approach is an example of:
- Failure Mode and Effects Analysis (FMEA)
- A prioritization matrix (decision matrix) (Correct answer)
- A scatter diagram analysis
- A capability study
Correct answer: A prioritization matrix (decision matrix)
A prioritization (decision) matrix evaluates and scores options against weighted criteria to guide the selection of the best corrective action.
Question 7: After implementing a corrective action, which activity confirms that the root cause has truly been eliminated?
- Closing the corrective action report
- Monitoring the process over time with data collection to verify that the problem does not recur (Correct answer)
- Informing the customer that the issue is resolved
- Conducting a new brainstorming session on a different problem
Correct answer: Monitoring the process over time with data collection to verify that the problem does not recur
Only sustained data collection and monitoring over time can confirm that the corrective action eliminated the root cause and prevented recurrence.
CQIA Root Cause Analysis 5
Which quality tool would BEST help a team visualize the sequence of steps in a process to identify where a defect-causing error could occur?