Affinity Diagram and Root Cause Analysis
An affinity diagram is a visual tool that organizes ideas by themes often used in brainstorming sessions to determine both root causes and potential solutions for a problem.
Use this tool to brainstorm a viable business problem and its root causes and determine the best one that fits within the scope of influence you and counterparts might have on that particular problem.
This tool is most effective for face-to-face meetings; however, with the advancement of technology and shared desktop spaces, this method could be adapted for virtual teams. Participants in the process should include individuals from all stakeholder groups associated with the problem.
Identify a high-level problem in your business or industry. Consider areas where the organization or department is not meeting metrics (example: low customer satisfaction, attrition problems, defects, etc.).
Normally, the facilitator has identified the problem or issue prior to the meeting and introduces the problem or issue to the participants. The process of introducing the problem and explaining how it is defined in the context of the project increases understanding of the participants, as well as producing ideas that are aligned with the problem.
Example Problem/Issue: Voluntary attrition in the call center is 60%.
Proceed by brainstorming causes for the problem. Participants should use a separate sticky note to identify each item they believe is a cause of the problem (see example below). “Why” questions are often very beneficial when thinking about the problem.
Example “Why” Question: Why are call center employees voluntarily leaving the company at such a high rate?