Abstract
Problem-solving ability is a much sought-after trait in executives, especially if it includes the ability to solve human performance problems. This paper proposes a systematic root cause analysis process that effectively and consistently uncovers the root causes of human performance problems and controls the causes in a way that prevents the problems from recurring. Applying action research the study brings into being a Human Performance Variation Analysis (HPVA) process, which consists of three phases: (1) performance variation assessment, (2) performance variation analysis, and (3) performance variation resolution. The HPVA provides much-needed capability in solving human performance problems in organisations.
Highlights
According to a survey of 1 000 executives conducted by Caliper Associates, reported in the Wall Street Journal by Hal Lancaster (Hoenig, 2002, p. 338), problem-solving ability is a much sought-after trait in executives, especially if it includes the ability to solve human performance problems
The main aim of this paper is to report on a root cause analysis process that can assist managers and supervisors to uncover and solve the root causes of uncontrolled variations in human performance and thereby become effective problem solvers of human performance problems
The Human Performance Variation Analysis (HPVA) process was tested in real-life situations, as well as against a case study
Summary
According to a survey of 1 000 executives conducted by Caliper Associates, reported in the Wall Street Journal by Hal Lancaster (Hoenig, 2002, p. 338), problem-solving ability is a much sought-after trait in executives, especially if it includes the ability to solve human performance problems. It is evident from this list that the field of human resource management has not hitherto been an area in which root cause analysis has been applied. The research objective of this study was to apply and test a root cause analysis process that would uncover the causes of human performance problems. The main aim of this paper is to report on a root cause analysis process that can assist managers and supervisors to uncover and solve the root causes of uncontrolled variations in human performance and thereby become effective problem solvers of human performance problems. A root cause analysis process was explored in human performance by means of a qualitative research approach, using action research. 45), action research has two main purposes, namely first, to contribute to new practices and, second, to contribute to new theory
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