Turn Root Cause Analysis on its Head...Use Intention and Positive Focus Instead

The ISO Review Podcast

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Welcome to the ISO Review Podcast. In this episode, Howard and Jim discuss an innovative approach to traditional root cause analysis inspired by the work of Michael Kent Hart. In this approach, there is a shift in focus from traditional root cause analysis and blame to a more positive, future-focused strategy centered on “intention in the workplace.”

Mike's explanation of his work: https://human.ca/conscious-human-intention-in-the-workplace/

DISCUSSION

1. Introduction of Root Cause Analysis and Corrective/Preventive Action in ISO 9001

• The ongoing importance and function of corrective actions in management systems

2. Turning Root Cause Analysis on Its Head: Intention-Based Approach

• Introduction of alternative approach inspired by Mike Hart’s work
• Focus on positive outcomes rather than negative issues

3. Business Impact of Errors and the Importance of Process Improvement

• Mathematical impact of errors on profit margins
• Effects of errors on morale and productivity
• The link between reducing errors and organizational performance

4. Case Study Example: British Airways & The Customer Experience

• Traditional root cause approach: problem-focused
• Intention-based approach: Creating the “ultimate customer experience”

5. Implementation of Intention in Corrective Actions

• Shifting from blame and failure to purpose and growth

6. Vision-Guided System Improvement

• The power of envisioning a future, ideal state for processes
• Encouragement of cross-functional teams and broad participation
• Role of top management

7. Intentionality, Engagement, and Psychological Safety

• Intention as a driver of open communication and team engagement
• The importance of psychological safety and fear reduction
• Creating a learning culture & Ensuring future state improvements

8. Next Steps and Future Episode Plans

• Proposal to interview Mike Hart on a future episode

NEXT STEPS
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Links to Conformance1's free online Gap Checklists:
ISO 9001 - https://conformance1.com/iso9001-gap-assessment-register/
ISO 27001 - https://conformance1.com/iso-27001-gap-checklist-dashboard/
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Click here to learn more about Michael Hart, Founder and CEO of HUMAN - https://human.ca/about/

KEYWORDS
Quality Management System, Root Cause Analysis, ISO Review Podcast, SimplifyISO