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Root Cause Analysis: A Quick Start Guide

Dong Li
VP of Global Growth
Jul. 13, 2023

In the business process of data analysis and performance evaluation, understanding metrics is crucial for pinpointing the root causes of problems in an organization's success. Sometimes, these metrics change unexpectedly, and it's essential to figure out why.

This blog dives into Root Cause Analysis (RCA), a systematic approach to uncover the underlying causes of metric fluctuations. We'll cover the significance of RCA, its practical applications, and its advantages. You'll also learn a step-by-step method to tackle metric-related issues. Plus, we'll include a real-world example showing RCA's role in boosting marketing performance.

Let's explore how RCA can guide your organization to better understand metrics and improve overall outcomes.


What is Root Cause Analysis (RCA)?

Root Cause Analysis (RCA) is all about finding the real reasons behind problems to find the best solutions.

The idea behind RCA is simple: it's better to solve the main problems rather than just deal with the symptoms as they appear.

By focusing on these root causes, organizations can make changes that improve their metrics. This leads to better performance and results.


What is Data Root Cause Analysis?


Data Root Cause Analysis is a step-by-step method to determine the root reasons behind problems using data, focusing on causal factors and contributing factors.

It involves using data analysis tools or automatic features in RCA tools. These tools help in figuring out why a problem happened, allowing people to make decisions based on solid data.


The Benefit of Root Cause Analysis (RCA)

  • Enhanced Decision-Making: Root Cause Analysis dives deep into the core issues, helping you understand the key drivers behind metric changes. This deeper insight allows for smarter, more strategic choices, directly impacting your most important goals and metrics.
  • Efficient Use of Time and Resources: By targeting the real causes rather than just the symptoms, effective root cause analysis streamlines problem-solving. This approach ensures that efforts are not wasted on temporary fixes, leading to more sustainable results.
  • Improved Quality and Reliability: Focusing on the root causes leads to significant improvements in products or services. This not only satisfies customers but also aligns with achieving long-term objectives, elevating overall organizational performance.
  • Fostering a Culture of Continuous Learning: It encourages a mindset of ongoing improvement and learning within the organization. This culture is crucial for adapting to changes and sustaining success over time.
A Root Cause Analysis Tool is a valuable asset for marketers.
It helps quickly pinpoint the reasons behind issues, enabling swift and smart adjustments.

In addition to aligning North-Star Metrics, RCA also enhances performance and accountability at both individual and organizational levels. By understanding the root causes of metric fluctuations, individuals and teams become more aware of their impact on performance outcomes. This awareness fosters accountability and ownership, driving efforts toward achieving desired metric targets. Furthermore, RCA helps identify process gaps or inefficiencies, enabling organizations to implement changes that lead to improved performance, increased efficiency, and enhanced overall productivity.

The 5 Steps of Root Cause Analysis (RCA)

To do a Root Cause Analysis (RCA), follow these 5 steps:

  • Start by defining the problem.
  • Gather data related to the problem.
  • Identify potential root causes.
  • Find the main root cause or causes.
  • Rank the causes in order of importance.
  • Decide on a solution, recommend it, and then put it into action.

Kyligence Zen simplifies Root Cause Analysis into three automated steps on its metrics management and analytics platform: 

Step 1: Define Accurate and Reliable Metrics

The key step in the root cause analysis process is to clearly define your metrics, ensuring they are free from business ambiguities. By managing all your metrics on a unified platform, like Kyligence Zen, you create a single, reliable source for your data.

Managing All Metrics in the Metrics Store as a Single Source of Truth

Step 2: Set Targets for North-Star Metrics

It's essential to establish specific time frames and identify the important dimensions for analyzing fluctuations in your critical metrics. 

Selecting the Time Range and Analysis Dimensions for Root Cause Analysis

Step 3: Analyze the Results

The final step involves diving deep into the results to identify which dimension contributed the most to the fluctuations. By doing so, you can gain insights into potential causes and understand their effects on your metrics.

Automated Root Cause Analysis helps user identify which dimension contributed the most to the fluctuations

Having identified the root causes, and developing and implementing targeted solutions to address them, you can collaborate with relevant teams or departments to devise strategies that stabilize the metric and promote consistent performance.

Techniques Used to Conduct Root Cause Analysis (RCA)

5 Whys of Root Cause Analysis

The '5 Whys' in Root Cause Analysis involves asking 'Why' five times to find the real reason behind a problem. It's a simple but effective way to get to the bottom of what's causing an issue.

By asking 'why' multiple times, teams can uncover the deeper reasons for a problem. This method reveals not just the obvious cause, but also the underlying system or process issues.

To use the 5 Whys for understanding changes in metrics, start with a detailed analysis of the data to see what affects the metrics most. There are two main ways to do this:

  • Automated Root Cause Analysis Tools: For example, tools like Kyligence Zen are made for analyzing changes in metrics. You just input your data and the metrics you're looking at, and the tool does the rest, giving you insights automatically.
  • Using Business Intelligence (BI) Tools: This method means looking at past data, organizing it by important factors, and showing it in graphs or charts. By studying the data's ups and downs, teams can find likely reasons for the changes. This approach often requires learning how to use BI tools effectively.

Fishbone Diagram

A fishbone diagram is a type of visual tool used to figure out possible reasons behind an event. It’s also called an Ishikawa diagram or a cause-and-effect diagram.

This diagram looks like a fish's skeleton and helps in organizing and displaying the various potential causes of a problem or situation.

Tools like Kyligence Zen have features like 'Goal' that help break down the main business objectives and the measurable outcomes needed to achieve these goals.

This can act like a fishbone diagram, enabling businesses to visually understand and pinpoint the root causes of underperformance in certain areas.

Kyligence Zen's 'Goal' feature interface, resembling a fishbone diagram, for visually identifying root causes of underperformance in business areas.
Kyligence Zen's 'Goal' feature interface, resembling a fishbone diagram, for visually identifying root causes of underperformance in business areas.

A Root Cause Analysis (RCA) Example


Let's look at a real-life example of how Root Cause Analysis (RCA) can be used in marketing, specifically for understanding the conversion rate from Marketing Qualified Leads (MQL) to Sales Qualified Leads (SQL).

Using RCA to examine this metric offers insights that can improve marketing strategies and strengthen coordination between marketing and sales. 

The Example of Root Cause Analysis for the MQL/SQL Conversion Metrics

As shown in the Figure above, after gathering data on the MQL/SQL conversion rate and analyzing it with Kyligence Zen, we can see how different Lead Sources contribute to the rate's fluctuations.

For instance, websites significantly boost the conversion rate, while Electronic Direct Mail (EDM) and events lag. Knowing this, the marketing team can act swiftly, investing more in the website while improving the returns from EDM and events. 


This example illustrates RCA's practical use in marketing. By applying RCA to the MQL to SQL conversion rate, companies can find important insights and take specific steps to enhance marketing effectiveness. This leads to generating higher-quality leads for the sales team, showing RCA's role in making marketing and sales more efficient and aligned, and improving overall conversion results.




Root Cause Analysis (RCA) is an effective root cause analysis tool for identifying the root causes of problems in metrics.

By following the root cause analysis process outlined in this guide, organizations can determine the root reasons behind metric fluctuations and create effective solutions for better stability and performance.


Remember, RCA is a process of continuous improvement that relies on real-time data to drive smarter decisions and organizational success.

Kyligence Zen makes navigating metric fluctuations simpler. Our platform simplifies RCA into three clear steps, transforming complex data into insightful results. Don't let uncertainties in your metrics hold you back. Try Kyligence Zen and discover the valuable insights hidden in your data.


To find out more about Kyligence Zen and how it can benefit your organization, visit or try it for free today.

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