How to solve intermittent problems in business

We all tend to experience some type of intermittent problems within our businesses. These problems can be related to product quality, productivity, or somewhere else throughout our supply chain. What makes them a challenge to solve is that they’re often elusive, only creeping up from time to time and with seemingly no simple action able to solve or prevent them. Because of their unpredictability, they can keep us up at night, and worse, can have a significant impact on the sustainable success of our business.

Intermittent problems tend to take a more structured approach to solving for and preventing because the contributors tend to not be nearly as obvious as an ongoing and consistent problem.

Prefer listening? Watch this week’s Solo Session where I expand on the topic.

using chain of custody for root cause analysis

Chain of Custody may or may not be a phrase you’re familiar with as it’s not one that’s normally associated with root cause analysis. Chain of Custody is a legal term, but I’ve found its concept helped me to get better at understanding and ultimately controlling the variables that become the root cause of our problems.

In legal contexts, a chain of custody is a chronological record of the custody, control, transfer, analysis, and disposition of materials. It can include physical or electronic evidence. The chain of custody is a way to verify where evidence has been and who handled it before a trial. It’s used to prevent evidence from being tampered with, damaged, altered, contaminated, or misplaced.

Why Chain of Custody Matters in Business

Translating this to a business setting, imagine applying the same meticulous tracking to the components in a manufacturing assembly line or the variables in a professional services model. By establishing our own chain of custody for each of these operational elements, we can control and monitor every interaction, ultimately safeguarding against changes that could lead to defects or inefficiencies.

This is the level of detail required to solve and prevent intermittent problems. It can also help us solve ongoing and consistent problems much faster.

Practical Application: Tackling an Intermittent Productivity Issue

Let’s take an example of an intermittent productivity issue where one operator consistently outperforms another despite having the same level of training and access to the same tools. On the surface, their performance difference might seem insignificant, attributed to personal work ethic or minor operational variations.

However, applying the chain of custody concept, we can deeper into every touchpoint influencing their work – from tool handling and placement to indirect interactions like machine maintenance schedules or even ergonomic setups.

Steps to Implement Chain of Custody:

1. Process Mapping

Start by mapping out every step of the process involved in the area of concern. This visual depiction should include all touchpoints that both the high-performing and lower-performing employee’s encounter. If you need help getting started, check out this video.

2. Data Collection

Gather data at each step documented in the process map. This includes direct actions taken by the employees as well as any interactions they have with tools, machinery, or technology.

3. Gap Analysis

Identify any discrepancies or variations between the two sets of interactions. This might reveal subtle differences, such as one operator performing a minor additional check or using a tool slightly differently.

4. Standardization

Once the effective actions are identified, standardize these best practices across the board. Train all relevant team members to follow the optimized process.
Continuous Monitoring and Adjustment: Establish a system for ongoing monitoring of the process changes and continue to refine them based on results and feedback.

Final Thoughts

Applying the chain of custody concept outside of its traditional legal boundaries encourages a more forensic level of scrutiny in business processes. It pushes us to not just accept surface-level explanations for discrepancies but to thoroughly investigate the sequence of interactions that lead to varying outcomes. This method not only enhances problem-solving capabilities but creates a culture of continuous improvement with meticulous attention to detail. When we embrace this approach, we can transform our intermittent problems into opportunities for optimization and growth.

That’s it for today.

See you all again next week!

Dave