01.3.3 · Skill in Problem identification
Root-cause analysis
Tracing a symptom back to the underlying cause before solving it.
Root-cause analysis keeps asking why until you reach something you can change. Methods include the five whys and fishbone diagrams. Engineers already do this with bugs, and the same habit applied to user problems stops a team from building patches on top of patches.
Resources
1- articleStart hereFive whys ↗Wikipedia · 9 min
The technique, its origin at Toyota, and the honest criticism of where it falls short.
Tools
none yetTools for this topic are being researched.