Root Cause Analysis

Introduction

Root Cause Analysis is a structured approach to identifying and addressing the underlying causes of problems or issues within an organization.

It helps in identifying the underlying reason behind a problem rather than just fixing the symptoms.

Basics steps to follow for any Root Cause Analysis:

Define the problem: Clearly define the problem or issue that needs to be addressed.
Gather data: Collect relevant data and information related to the problem.
Analyze the data: Analyze the data to identify potential causes of the problem.
Identify the root cause: Identify the underlying cause of the problem.
Develop a plan: Develop a plan to address the root cause of the problem.
Implement the plan: Implement the plan to address the root cause of the problem.
Monitor and evaluate: Monitor and evaluate the effectiveness of the plan in addressing the root caus
Take corrective action: Take corrective action if the plan is not effective in addressing the root
Document the results: Document the results of the Root Cause Analysis and the corrective actions tak
Review and revise: Review and revise the Root Cause Analysis process as needed.
Communicate the results: Communicate the results of the Root Cause Analysis to relevant stakeholders
Follow up: Follow up on the corrective actions taken to ensure that they are effective in
Continuously improve: Continuously improve the Root Cause Analysis process to ensure that it is
Document lessons learned: Document lessons learned from the Root Cause Analysis process to
Share knowledge: Share knowledge and best practices from the Root Cause Analysis process with
Continuously monitor: Continuously monitor the effectiveness of the corrective actions taken

This framework categorizes potential causes of a metric drop into four main areas:

1️⃣ System Issues (Measurement Errors)

Problems with data logging, metric calculation, or tracking.Example: Google Analytics is not capturing events correctly.
Confirm metric calculations (e.g., MAU drop due to inactive users being counted incorrectly).

2️⃣ External Factors (Market & Competitive Landscape)

Competitor moves, external website changes, market trends, seasonality, or demographics.
Example: A competitor launches a heavy discount campaign.

3️⃣ Internal Factors (Product & Feature Changes)

New feature releases, device-specific issues, product cannibalization, or high bug reports.
Example: A redesign led to lower conversion rates.

4️⃣ Out of Control Events (Uncontrollable External Forces)