About Problem Management (RCA)

    Problem Management (Root Cause Analysis) Detail:

    RCA Problem Management is a systematic process used to identify the underlying causes of incidents and problems. Its goal is to prevent the recurrence of these issues by implementing permanent solutions. RCA involves data collection, analysis, and the identification of corrective actions. This proactive approach helps improve system reliability and reduces downtime.

    Stages of Problem Management (RCA):
    • The IT, Production, or Project Teams raise a ticket.
    • The Problem Management Team assigns the ticket to the Technical Team for RCA and CAPA preparation.
    • The Technical Team prepares the necessary documents and submits them to the Problem Management Team.
    • The RCA Manager reviews and approves the RCA and CAPA documents.
    • The RCA Manager gives the final approval for both RCA and CAPA.
    • The Problem Management Team forwards the approved documents to the Technical Team for KEDB updates.
    • The RCA Manager validates the KEDB updates after completion by the Technical Team, marking the RCA process as closed.
    Workflow Diagram:

    TIMO-AI Flow Detail:
    Stage 1,2 & 3 (Initial): End user create a problem management ticket.
    Stage 4, 5 & 6: Problem Management Team assign ticket to Technical Team. Select Respective Technical Team & Click the Update button:
    Stage 7: Technical team completes the RCA preparation & select the RCA Assign for Review macros.
    Stage 8: Problem Manager review the technical team update & once completed select the RCA Review Completed macros.
    Stage 9:  Problem Manager review the Corrective & Preventive Actions and select the RCA CAPA Completed macros. To update RCA Review & CAPA Completed status, select the RCA Review & CAPA Completed macros.
    Stage 9.1: For KEDB update assign the RCA ticket back to Technical Team by selecting respective group name and click the Update button.
    Stage 10: Technical team update the RCA outcome in Know Error Database and select the RCA KEDB Completed macros.
    Stage 11 (Final): Problem Manager review the KEDB and select the RCA KEDB Validated macros.
    Published