摘要：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.
关键词：root cause analysis;human performance assessment; human performance resolution;human performance improvement; performance management
