Is it a symptom or root cause?

Problem Solving Practice

Symptom or Root Cause

I think we can all agree that in business problem-solving, accurately distinguishing between symptoms and root causes is vital for permanently solving problems. However, many lean six sigma practitioners may misclassify a symptom as a root cause. How can we know the difference? Let’s take a look below.

by Anne Rhodes

First, let’s define a “symptom”

• A symptom is a visible or tangible indicator of a problem or underlying issue. In many cases it’s a result of a management system failure that has allowed a process failure to occur.

• Symptoms are often the first signs that something is wrong and are usually what prompt investigation and problem-solving efforts.

• Addressing symptoms alone without identifying and resolving the underlying process or root cause may provide temporary relief but does not prevent the issue from recurring. This is commonly called “firefighting”.

What is a Root Cause?

• The root cause is the fundamental reason or source of a problem. It is the primary factor that, if eliminated or addressed, would prevent the symptom from occurring.

• Root causes are typically hidden beneath the surface and may not be immediately apparent. They are the underlying drivers behind symptoms and recurring problems.

• Identifying and addressing root causes is essential for sustainable problem-solving and continuous improvement.
  

Let’s contrast the differences from four different perspectives.

Physical: Symptoms are observable, measurable, or directly experienced, while root causes are the underlying reasons that manifest the symptoms.

Visibility: Symptoms are usually visible, while root causes are typically hidden or systemic that require a deeper dive.

Time: Symptoms are often immediate and often require quick attention, while root causes require a deeper dive and specific approach to permanently prevent recurrence.

Solutions: Treating symptoms provide temporary relief but does not prevent the problem or symptom from recurring. Addressing true root causes lead to long term and sustainable improvements.

Let’s take a look at an example to bring this into context.

Symptom: High employee turnover rate in a company.

Root Cause(s): Inadequate training and development opportunities for employees, leading to low job satisfaction and lack of clear career growth.

Summary:

Symptoms are the visible signs of a problem, while root causes are the underlying factors that drive those symptoms. Effective problem-solving involves identifying and addressing root causes to prevent issues from recurring, rather than just treating the visible effects or manifestations of the problem.

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