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Problem Management: An implementation guide for the real world by Hall, Michael G.

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13 INVESTIGATION AND DIAGNOSIS

Table 13.1 Investigation and diagnosis states and metrics

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This step of the process aims to find the cause of the problem. It is commonly referred to as root cause analysis or RCA. Almost every source I have reviewed states that RCA is a step-by-step, structured method that leads to the discovery of a fault’s first or ‘root’ cause.

I have been talking about a structured approach throughout this book, particularly in Chapter 5, and I will not revisit this material. Instead, I will talk quickly about the psychology behind the need for structure and then summarise the main structured approaches I have encountered.

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