The Importance of Root Cause Analysis
Root Cause Analysis (RCA) is a troubleshooting technique used to identify, mitigate, and resolve issues. In the software development realm, RCAs often involve multiple people, making them a costly endeavor. Because of this, many organizations do not participate in performing an RCA, or save them for severe incidents. This isn’t necessarily a bad business practice, but RCAs are an essential part of continuous improvement for the software development team and project growth.
What is Root Cause Analysis (RCA)?
Root Cause Analysis (RCA) is performed when an issue occurs. The RCA is performed along four key steps:
Definition of the problem.
Gather and analyze data.
Determine root cause.
Implement solutions and document the actions taken.
Typically, when an issue is discovered, whether through a support system or system monitoring, the team is called on to define the problem and determine its severity. It is essential to decide on these criteria as quickly as possible, since some issues are severe enough to cause major impediments for clients.
The team can then analyze the data and determine the cause of the issue. During these two steps, it is essential to determine if a temporary solution exists to mitigate the problem and communicate it to clients.
Finally, the team should implement their solution to the issue and document the steps taken. During the documentation portion, it is also a good idea to note any potential problems that might happen later.
Note: Many organizations stop at the third step if a way to mitigate the issue is found. This is considered a bad practice, though. Often, constant mitigation will accumulate over time, leading to more severe problems down the road. Mitigation tactics can alleviate the pressure of addressing the issue, but should only be considered a temporary measure.
When to Perform a Root Cause Analysis (RCA)?
Organizations often establish specific policies for when a Root Cause Analysis (RCA) is performed. Some require an RCA only for major incidents such as system and service outages. Other organizations may also need them for major bugs. Some contracts also specify when an RCA is required to be performed. Suppose your organization does not have a policy. In that case, it is a good idea to implement one, especially if the system is experiencing multiple outages or service disruptions within a short period.
Who Performs a Root Cause Analysis (RCA)?
Many large organizations have a dedicated team that performs a Root Cause Analysis (RCA), but it is also good practice to utilize the team that develops and tests the software. This allows the team to practice critical analysis on their work; they are, after all, more familiar with it anyway. It is common for support and quality team members to do the initial analysis of an issue. They can determine how to reproduce the problem and document the steps for further study. Programmers can then dig into the code and determine the cause. Product owners help determine the severity of the problem, communicate with stakeholders and clients about the situation and its status, and also prioritize the problem for resolution.
The Importance of Root Cause Analysis (RCA)
As mentioned, when a team performs a Root Cause Analysis (RCA), it is practicing critical analysis of its work. Being able to think holistically about the product allows a team to gain insight into how it works and anticipate problems in future development. It can also be an essential team-building exercise.
RCA documentation helps teams build a record that can be analyzed further. If a common problem arises, there may be a deeper issue, and analysis of the RCA documentation will allow the team to determine if a greater effort is needed in the future.
Performing an RCA is costly. After all, team members must be refocused away from normal development. This costs time and effort, which translates to money spent by an organization. While not a popular endeavor, it remains a vital exercise that enhances the team’s awareness of their work and the consequences of introducing problems. Problems, bugs, and incidents also incur costs for an organization. This includes the cost to the organization’s reputation and reliability. Performing RCAs is a near-term cost that can help an organization work towards eliminating long-term expenses, which can ultimately damage its reputation.
