Step 0 — Start
Describe your problem
Start with a specific, observable symptom. What is happening? When? How often? What is the impact?
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Be specificDescribe a measurable fact, not a vague impression.
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Don't assign blameFocus on the process, not on individuals.
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Don't suggest a solutionDescribe the symptom, not the remedy.
How to write a good problem statement?
A good problem statement is the foundation of the entire analysis. If you define it poorly, the whole causal chain will go in the wrong direction.
Try to include:
- What exactly is happening (observable symptom)
- When it started or when it occurs
- Where — in which process, product, or team
- How often — one-time, recurring, constant
- What is the impact — on customers, revenue, team
Good examples:
- "Since March, customer support response time has increased from 2h to 8h."
- "In the last quarter, 15% of orders are shipped with a delay exceeding 48h."
- "Bounce rate on the pricing page jumped to 78% after the latest redesign."
Avoid: "We have a quality problem" (too vague), "John doesn't do his job" (blame), "We need to hire more people" (solution).
#1
Step 1 of 5
Why does this problem occur?
Problem
Tip: Look for the cause in the process, not in people.
How to answer this step?
Analysis complete
Your causal chain
From symptom to root cause.
Root cause
What's next?
1
Define corrective actionWhat specific steps will eliminate the root cause?
2
Assign an owner and deadlineWho will implement the change and by when?
3
Verify the outcomeCheck after 2-4 weeks whether the problem has returned.
Explore related tools
Found multiple possible causes? Map them all with a Fishbone Diagram.
How to implement corrective actions?
The causal chain is only half the battle. Now you need to plan concrete actions.
- Define the action — what exactly needs to change in the process, system, or tool?
- Assign an owner — who is responsible for implementation?
- Set a deadline — when should the change be ready?
- Define a success metric — how will you know it worked?
- Plan verification — check after 2-4 weeks whether the problem has disappeared.
Remember: the corrective action should eliminate the root cause, not the symptom. If your action addresses the symptom — go back to the analysis.