Everyone follows metrics. If a metric is important or sufficient to be measured, it is important to find ways to improve. What happens if you can't get the NPS you are looking for? Next time, consider Root Cause Analysis (RCA), a methodology that helps you understand the reasons and drivers of our main metrics and how to improve them. It is about finding, understanding and correcting the recurring problems that leave your customers dissatisfied. When you can proactively resolve the situation before it becomes problematic, you are silent or play.

Elements of root cause analysis software

The realization of an RCA involves different methods and tools, but generally follows a similar process. To begin, you need to define the problem and its impact on customer service. Next, collect data and evidence related to the problem, such as customer feedback, metrics, records, etc. As the data is available, you can use data analysis to investigate possible causes and relationships. To ensure accuracy, verify the main causes by testing hypotheses and eliminating alternatives.

The need to continually improve 

 There is always room to improve, even in the most successful companies. Experienced clients can tell you that you are committed to their satisfaction – or not. Here is a general outline of how to start the root cause analysis process.

• Define the problem
• Ask why. Why are customers dissatisfied? Why is NPS lower than expected? These questions generally result in more questions – click on the 5 Why tool mentioned below.
• Collect data to identify the main problems that explain why a metric is not where you want it to be.
• Assemble the project team and appropriate stakeholders for a brainstorming session.
• Depending on the nature of the problem you discovered, implement solutions to address the root causes and, preferably, avoid them in the future.
• Monitor to check the effectiveness of the measurements taken and adjust as necessary (bonus tool – control charts are only effective in monitoring the main metrics over time)

3 root cause analysis tools to be considered 

 1. Pareto chart: Use the Pareto chart to identify the most common defects, the most common causes of defects, or the most common causes of customer complaints. Pareto charts can help you focus your best efforts on the areas where the greatest gains can be obtained. A Pareto chart sheet answers the following questions.

• Which defects occur more frequently?
• What defects are there or are there any errors in quality (COPQ)?
• Which inputs cause more defects or fewer defects?

      2. Fishbone diagram: Use a Fishbone Diagram (also known as a Cause and Effect Diagram) to organize brainstorming information about possible causes of a problem. Developing a human spine with your team can help you compare the relative importance of different causes.

• Assemble the project team and appropriate stakeholders for a brainstorming session.
• For each category, list all possible causes or process inputs. You can create secondary categories for the primary categories and then list the causes or process entries in the secondary categories. If the categories parent the causes are not appropriate for the problem, create new categories. The spine diagrams can include any type of cause that you want to investigate.
• Identify the most important causes

      3. Five whys: Use the Five Whys form to determine the root cause of a problem by asking “Why?”

These five why we answer the following questions.

• What is the main cause of the problem?
• What are the relationships between the different basic causes?
• How can we prevent the problem from happening again?

How to do:

1. Identify the specific problem.
2. Ask why or problem occurs.
3. Respond immediately to questions about or why. If the answer is not the main cause, then ask why this cause occurs.
4. Repeat this process for each cause until you have identified the true root cause. The real root cause should always be for a process that does not work or that does not exist.
5. Let's agree with the answer to the last reason, or the true root cause.

The five whys are not mandatory, but generally sufficient. Each problem is different, therefore, some problems may demand more “because”, while others may demand less.

The result

After identifying the areas in which you can best serve your clients, it is time to move on and correct those instances. To make improvements, it is a good idea to continually collect feedback from clients so that you are equipped with the necessary data to continue improving and understanding the needs of clients.

  Source: Minitab

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