tools for problem solving and decision making

root cause analysis (RCA)

• generic term used to describe structured, step-by-step techniques for problem solving

• used for identifying the root causes of faults or problems

sentinel event

an unexpected occurrence involving death or serious physical or psychological injury to a patient

the 5 whys technique

Consists of asking why the event occurred, noting the answer,
and then asking why for each answer over and over, until the
‘root’ of the cause is identified.

failure mode and effects analysis (FMEA)

used to identify the ways in which a process (or piece of
equipment) might potentially fail, and its goal is eliminating or
reducing the severity of such a potential failure.

process mapping

graphical depiction of a process showing inputs, outputs and steps in the process

theory of constraints

• Every organization is subject to at least one constraint, which limits it from moving toward its goal

• Eliminating or alleviating the constraint can enable the organization to come closer to its goal

force field analysis

• A technique for evaluating all the forces for (driving) and against (restraining) a proposed change

• Used to decide whether a proposed change can be implemented successfully

• Used to develop strategies that will enable successful implementation of a change