Focusing on correcting the phenomena seen above the surface will ensure the recurrence of the problem (Photo: ShutterStock)
In the medical world it is very easy to understand the difference between a symptom and a disease.
Shoulder inflammation really hurts, and painkillers will only reduce the symptoms.
If you want to eradicate the disease and recover properly, another treatment is required.
Do we do the same when dealing with a technological glitch?
Do we attack the symptoms, or stop for a moment to analyze the deep problem that needs thorough treatment?
One thing is certain: focusing on correcting the phenomena seen above the surface will ensure the recurrence of the problem, and will lead us to implement repeated corrective measures.
So how do you research the important issues effectively?
I have summarized some basic principles for you.
First, to get to the root cause of the problem, we must use techniques that will help us answer the question "Why did the problem occur in the first place?".
This way we can investigate backwards, and identify the source of the technological problem through a series of steps and related tools.
The root research process starts from the assumption that systems and events are interrelated, and an action in one area triggers an action in another area, which triggers an action in a different area - and so on.
By following the flow of actions, it is possible to trace and reveal where the problem started, and how it developed into the same symptom we are dealing with now.
The benefits of adopting the root cause analysis process are enormous (Photo: ShutterStock)
Don't be afraid to ask "why?"
Among the tools for analyzing root causes, you can find the "Five Whys Technique", or by its foreign name: "Five whys".
This is an excellent method for solving problems, which seeks to check the cause and effect of certain problems.
This technique was founded in the "Toyota" company, and is the basis for the company's scientific approach.
Its main advantage is that it is simple to implement, and that it is considered one of the most powerful evaluation methods for non-statistical analyses.
The technique is able to reveal and trace problems, helps to understand how a single process can lead to a chain of problems, and allows to determine the connections between different root causes.
The main purpose of the method is to determine the root cause of any disruption by asking "why?".
For the most part, asking "why" five times should be enough (in most cases) to reveal the root causes.
In order to demonstrate the power of the method, we will use the following example: the ceiling on the first floor is leaking.
1.
Why?
There is a puddle of water on the balcony above the first floor
2. Why?
The drain hole of the balcony is blocked with dry leaves
3. Why?
The water stood for a long time and began to seep under the flooring
4. Why?
The water seeped through cracks that opened between the tiles and the panels
5. Why?
The sealing sheet under the flooring did not prevent the water from seeping into the first floor.
When will we know that we have uncovered the roots of the problem?
When the question "why" will not produce another useful answer.
Bug-Noir
Another way to trace root problems is the debugging process.
In this process, the development man becomes an actor in a detective thriller in which he is both the detective - and the murderer.
To minimize the amount of bugs, the developer must analyze them and make changes in the work processes that will help him prevent their appearance in the early stages of development, or ensure their early detection.
It is important to remember that the technological skill is not the be-all and end-all when it comes to achieving effective root research, the execution conditions are just as important.
Here are some recommendations for preparation for effective root investigation in systems:
1) Ensuring sufficient data depth at the level of the various logs
2) Speeding up the investigation and data collection as long as the information is hot and available
3) Integrating all relevant stakeholders to get the full picture
and what do we do next?
After identifying the root causes, comes the corrective actions phase.
Every problem embodies a level of risk.
Hermetically preventing the recurrence of the event will require addressing all the root causes that have been discovered, but "risk management" is not outside the law.
You can choose to live with the risk and reduce it to a certain extent only.
The benefits of adopting the root cause analysis process are enormous.
Looking ahead, the process contributes to reducing development time and costs, increases customer satisfaction and improves the quality of the technological system.
The implementation of the process in the various technological fields allows us to learn and share knowledge about the weaknesses of various types of processes and components, and allows us to protect ourselves from them.
This is what Thomas Edison said: "Every failure is a lesson and a lesson about our strategy."
Yuval Lev is the manager of Service Management in the technology division of Bank Hapoalim
from CodeReview - the magazine of the technology division of Bank Hapoalim
Yuval Lev, in collaboration with "The Technology", the technology division of Bank Hapoalim
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