Chapter 9
The Road to Success
Causality and Root Cause Analysis
It has been observed that solving the wrong problem is a common ailment in change management. What then should managers do so that the chances of identifying the right problem is improved? There is an effective method that middle managers and individual contributors often use, yet executives managing change initiatives seem to forget. Root cause analysis using the “Five Whys” approach helps executives go beyond “scratching the surface” and prevent the usual knee-jerk reaction of jumping on an easy surface solution. The five whys process is often accompanied by the use of the fishbone diagram where underlying causes visually branch from intermediate steps in the analysis of ultimate ...
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