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Enhanced Interview Skills for Root Cause Analysis (MFG274P)

Presented by: Duke Okes, FASQ, CMQ/OE
 
(*) Single User Price. For multiple users please call 1-800-223-8720
Pre Recorded Webinar
60 minutes
  •  Thu, February 16, 2017
Event Description
See the sneak peek before you buy!
 

How Interviews Can Be Effective in Root Cause Analysis

Although interviews are themselves fraught with potential errors, they are still one of the foundational techniques used to gain an initial exploratory understanding of a problem situation, as well to gather deeper information when performing a root cause analysis (RCA).  However, many people tasked with RCA have never been trained in interview techniques. Interviews can be a valuable tool for helping a root cause analysis investigator review the process flow and identify potential indicators of causal issues.  However, due to human cognitive factors the information gained can turn out to be useless unless one understands how to deal with the limitations and potential error encountered.

This webinar by expert speaker Duke Okes will focus on not only the steps and techniques used for an effective interview, but also explain the rationale behind them.  Establishing the relationship, gaining an initial overall view, identifying issues for and digging deeper, and overcoming typical memory recall constraints will be discussed in the session.

Session Highlights:

  • Why interviews are usually a must for effective RCAs?
  • Potential problems with information gained through interviews
  • The importance of preparing for the interview
  • Deciding when to stop the interview
  • Why multiple paths are often necessary to gain accurate information
  • Specific techniques for helping interviewees with recall from memory
  • Ways to validate “facts” gained during interviews
  • Visual and aural signals that might warrant expanding the current path of exploration
  • Indicators of cognitive or emotional shifts that might warrant consideration

Who Should Attend

Anyone involved in conducting root cause analysis for quality (customer complaints, audit nonconformities, equipment/product failures) and other process/performance failures.  Typical roles would be quality manager, corrective action coordinator, lead investigator, and auditor. Also useful for personnel involved in RCA for environmental, safety, IT, etc. management systems

About Our Speaker(s)

Duke Okes | Root Cause Analysis SpeakerDuke Okes FASQ, CMQ/OE
Duke Okes has consulted with organizations for over 30 years, primarily in the areas of implementation of quality management principles, systems and techniques. He holds degrees in technology, business and education and is a graduate of a program for Organization and Human Resource Development and the International Pro... More info

 
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    Subject: You might be interested in this event from AudioSolutionz
    Event Title: Enhanced Interview Skills for Root Cause Analysis
    Presenter(s): Duke Okes, FASQ, CMQ/OE

 
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