root cause analysis:
Root Cause Analysis (RCA) is defined as a class of problem solving methods aimed at identifying the root causes of problems or incidents. The practice of RCA is predicated on the belief that problems are best solved by attempting to correct or eliminate root causes, as opposed to merely addressing the immediately obvious symptoms. By directing corrective measures at root causes, it is hoped that the likelihood of problem recurrence will be minimized. However, it is recognized that complete prevention of recurrence by a single intervention is not always possible. Thus, RCA is often considered to be an iterative process, and is frequently viewed as a tool of continuous improvement.
Content Related to root cause analysis
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Content Related to root cause analysis
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Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle
It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they ca....Read more
Contributor: Jeremy Whyte
Tags: ROI | root cause analysis | customer loyalty
02/17/2009 12:00:00 AM EST -
Leveraging Customer Feedback for Profit: Advances in Speech Analytics for Voice of the Customer
Customer feedback is critical to a company's success. Colette Yee, a graduate of Wharton Business School is the Director of Marketing for Utopy, a provider of speech analytics. Yee explains the importance of customer feedback and new trends in leveraging voice of the customer for profit and provides unique insight into the customer’s perception, concerns, needs, future behavior and overall....Read more
Contributor: Colette Yee
Tags: voice of the customer | customer | voc
09/10/2009 12:00:00 AM EDT -
How to Make the Most of Your Customer Feedback Data
SVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured. Gary also gives a few examples of Confirmit's collaborators concerning data analysis, and what the
Contributor: Gina Scanlon
Tags: customer base | software | data capture
10/14/2010 12:00:00 AM EDT -
Six Steps to Service Improvement
Command and control thinkers believe that organizational change management comes from projects and project plans, cost-benefit analysis, deliverables, milestones, strategic plans and the like. Time wasted over and over again breaking things down, timelines, inter-dependencies identified, resources and skill sets . . . you get the idea. Systems thinking reduces complexity by eliminating all this. The....Read more
Contributor: Tripp Babbitt
Tags: call center | management | contact center
02/18/2010 7:02:00 AM EST -
EMC Patents VoC Reporting, Aims to Cut Analysis to Minutes
Jennifer Bodzinski, Director of Customer Quality for EMC, joined CMIQ after her recent presentation at the 3rd Annual Customer Experience Summit.
Tags: Voice of the Customer | VoC | VoC Reporting
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The Essential Outbound Call Center Checklist
If you’re like most call center managers, your daily routine is pretty consistent. Most likely you haven’t recently taken the time to evaluate what is working and what needs to be changed. Typical call center organizations and the employees within those organizations have ways of doing things that are tightly woven in the fabric. It’s difficult to tell why things are done a certain....Read more
Contributor: Angela Morris
Tags: call center | management | call center management
03/09/2011 12:00:00 AM EST -
Queuing Assumptions for Call Centers
There are some pretty strong assumptions that are made when the queuing formulas are used that should be clearly understood. This came to me as I was reading an article from the Wharton Financial Institutions Center about retail banking call centers. (The Wharton Financial Institutions Center is affiliated with the Wharton Business School of the University of Pennsylvania). Even though retail banking pho....Read more
Contributor: William Bleuel, PhD
Tags: call center | statistics | forecasting
02/10/2010 12:00:00 AM EST -
Call Center Myth Busters, A Trilogy: Part 2: Measurement, Analysis and Management
Not since the days of Charles Dickens have we seen the likes of call centers and the “command and control” style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time
Tags: call center | systems thinking | work design
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