What are some best practices for conducting root cause analysis interviews?

1 Define the scope and objectives

Before you start interviewing anyone, you need to have a clear idea of what you want to achieve and what you want to learn from the interviews. Define the scope of the problem you are trying to solve, the goals of the RCA, and the questions you want to ask. This will help you select the right interviewees, design a structured interview guide, and avoid irrelevant or redundant topics.

2 Choose the interviewees and mode

Depending on the nature and complexity of the problem, you may need to interview different types of people, such as process owners, operators, customers, suppliers, or experts. Choose the interviewees who can provide the most relevant and reliable information, and who are willing and available to participate. Also, consider the mode of the interview, whether it is face-to-face, phone, video, or online. Choose the mode that is most convenient, comfortable, and effective for both you and the interviewee.

3 Prepare the interview guide and materials

A good interview guide will help you structure the interview, ask the right questions, and collect the data you need. The interview guide should include an introduction, a list of open-ended questions, and a closing. The introduction should explain the purpose of the interview, the expected duration, and the confidentiality and consent issues. The questions should be based on the RCA objectives and follow a logical sequence. The closing should thank the interviewee, summarize the main points, and ask for any feedback or additional information. You should also prepare any materials you need for the interview, such as a recorder, a note pad, a diagram, or a checklist.

4 Conduct the interview and probe for root causes

During the interview, you should establish rapport with the interviewee, follow the interview guide, and probe for root causes. To establish rapport, you should be friendly, respectful, and attentive. To follow the interview guide, you should ask the questions in order, listen actively, and avoid leading or biased questions. To probe for root causes, you should use techniques such as the 5 Whys, the fishbone diagram, or the fault tree analysis. These techniques will help you dig deeper into the causes and effects of the problem, and identify the root causes.