Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been fixed is that it doesn’t recur or its frequency is reduced dramatically.
In this video, from my LinkedIn Learning course “Service Metrics for Customer Service,” I share several methods that are particularly useful in starting conversations about where problems may exist.
Root cause analysis: Non-statistical from Service Metrics for Customer Service by Brad Cleveland