2. Identify and define the root causes
This stage involves: a period of observation, careful inspection, fact-finding and developing a clear picture of the problem.
To solve problems, the group must identify and define root causes (i.e., reasons for the problem) rather than symptoms (i.e., something that indicates the presence of the problem).
A technique that is used to identify all possible causes is brainstorming. Brainstorming is a technique that allows a large number of ideas to be generated.
The technique to structure discussion about root causes is the fishbone diagram or the cause and effect diagram. The best use of a fishbone is to analyze a specific area needs to be analyzed to clarify which portion is creating the problem. For example, customer satisfaction rated poorly but you are not sure why it was rated so poorly.
Once all the root causes have been identified and organized on the fishbone, the group should discuss the potential causes to verify their relevancy and impact to the problem.
This stage may not be necessary for very simple problems but is essential for problems of a more complex nature.