How to use these tools
Look at Contact Centre examples
How to carry out Root Cause Analysis
Pareto Chart is a special form of vertical bar graph . It helps in focussing efforts on the problems that offer the greatest potential by showing their relative frequency or size in decreasing order
It is based on the proven Pareto principle of 80-20: 20% of the sources cause 80 % of the problem Gather the necessary data on each problem category either by real time or by reviewing historical data. Calculate the percent contribution of each problem category
Sort the product categories based on descending % contributions Draw the cumulative percentage line.
Identify the product categories contributing to more than 80 % of the effect from the chart. Brainstorming is a method for a team to creatively and efficiently generate a high volume of ideas on any topic by creating a process that is free of criticism and judgement A central brainstorming question is stated, agreed on and written down for everyone to see. Each team member is given a chance to contribute. No idea is criticised. Each idea is written on a flip chart or any other writing surface. Ideas are generated in turn until each person passes- indicating that ideas have been exhausted Review the written list of ideas for clarity and repetition
Document as a Chart
Translate ideas on a Ishikawa diagram and check for unexplored areas ISHIKAWA/FISHBONE/CAUSE EFFECT Diagram is a tool to identify,explore,and graphically display all the probable causes related to a problem or condition to discover the root causes Define the effect – the problem statement.
Determine the causes – 5M & P (For Production Processes)-Methods,Machines, Material,Measurement,Mother Nature and People. For Service Processes- Policies,Plant, People,Environment and Measurements Generate the causes using Brainstorming and from Check sheets based on data collected by the team. Drill down to the probable common causes...