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Test Root Cause Analysis (RCA) Implementation

QUESTION 1: What is the main objective of Root Cause Analysis according to the text?

Addressing only the visible symptoms
Assign responsibility to front-line employees
Identify the true source of the problem to eliminate it permanently
Reducing costs through temporary solutions

QUESTION 2: What example does the text use to explain a recurring failure if the cause is not investigated?

A delayed shipment due to traffic
An accounting error in financial statements
Duplicate charges on the card without investigating the payment gateway
An incomplete audit

QUESTION 3: What technique does the text propose for delving deeper into the causes?

Imposing penalties on staff
Repeatedly ask "why" to peel back the layers of the process
Ignore minor faults
Refund charges immediately without investigating

QUESTION 4: According to the text, what should NOT be the use of chained “whys”?

Redesign workflows
Identify the exact source of the logistical problem
Reveal hidden procedural deficiencies
A punitive tool to assign blame

QUESTION 5: What is the risk of applying only superficial solutions, according to the text?

Continuously improve service quality
Eliminate market dissatisfaction
Resolve structural problems once and for all
Let dissatisfaction resurface with greater intensity

QUESTION 6: What does the text recommend regarding internal staff when applying the ACR?

Use it to punish internal staff
Do not use it to punish, but rather to redesign systems
Ignore procedural shortcomings
Leave technical decisions to chance

QUESTION 7: According to the text, what must be dismantled to permanently eliminate failures?

The structure of the ruling
Customer satisfaction
Communication channels
The payment interface

QUESTION 8: What is a consequence of failing to investigate the root cause of a computer failure, as shown in the example?

The same error will affect thousands of future transactions
Operators will improve the interface
The intensity of dissatisfaction will be reduced
Workflows will be redesigned

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