Incident Investigation vs. Root Cause Analysis ? What?s the difference?

Incident Investigation vs. Root Cause Analysis – What’s the difference?

Boss said:

Once you received a complaint, the first thing need to do is investigation, not root analysis.

Click to expand...

What’s the difference between the two?

It all sounds the same to me.

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Hi Pilo,
please read carefully the following document and you will find the answer (investigation vs. RCA).
http :// www. ghtf .org/documents/sg3/sg3_n18.pdf - DEAD 404 LINK UNLINKED
br
Sz.

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Incident Investigation is a term used in the medical device and aerospace industries, I think. Many industries have terms which are specific to the industry. My guess is that an "Incident Investigation" includes "Root Cause Fault Analysis".

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

In brief and really "for dummies".
In investigation, you are about the identify what an earth has happened and what are the regulatory environment which shall be applied in order to recognize what was the non conformity in the reality.
During investigation, it may occur, that you find out, there is no non confirmity.

In contrast, in root cause analysis, you try to find the really root cause of the problem environment reconstructed during the investigation.

Later on ... no you have not asked that

br
Sz.

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

You have posted this thread in Customer Complaints - Please give us more context specific to Customer Complaints with regard to "Incident Investigation". What industry?

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Ka Pilo said:

Boss said:

What’s the difference between the two?

It all sounds the same to me.

Click to expand...

Have you checked with your Boss - probably he meant the same

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Marc said:

You have posted this thread in Customer Complaints - Please give us more context specific to Customer Complaints with regard to "Incident Investigation". What industry?

Click to expand...

Food industry.

Incident 1:
We received a feedback from Merchandisers about the poor quality of newly-delivered ham.

Details: pale in color compared to previous stocks, looks old; crumbles when packed because it's too soft for ham; turns slimy when not vacuum packed.

Incident 2:
Purchasing received another complaint from outlet about the unpleasant smell of products that were delivered on mm/dd/yyyy. As per her report, the Manager of the outlet attended a customer who complained by replacing the item. However, upon opening, same unpleasant smell was noted. The manager threw the product into the garbage and gave the complainant same product but of different brand.

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Ajit Basrur said:

Have you checked with your Boss - probably he meant the same

Click to expand...

I didn’t ask because Boss is angry.

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Incident Investigation vs Root Cause Analysis – What’s the difference?
Root Cause Analysis: determine and implement CA and PA
Incident Investigation: determine and pin the faulty owner or authorized person or the company and may have regulatory / legal binding and penalty and imprisonment.

Once you received a complaint, the first thing need to do is investigation, not root analysis.

Click to expand...

If this is from a customer you get to complaint procedure and correction, RCA and CA & PA, and its implementation and effectiveness monitoring.
If this is from a competent authority it could turn to investigation even from a outside party.

Re: Incident Investigation vs Root Cause Analysis – What’s the difference?

Actually I think there can be a decision about the registered complaint that no CAPA initiated (as it should be automatically) in case this is rationalized.
(not all complaint shall be automatically CAPA)
Sz.