How do you monitor and measure the impact of the solutions derived from 5 whys for gap analysis?

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Gap analysis is a process of identifying and addressing the gaps between the current state and the desired state of a system, process, or performance. One of the tools that can help you conduct a gap analysis is the 5 whys technique, which involves asking why a problem or gap exists until you reach the root cause. However, finding the root cause is not enough. You also need to monitor and measure the impact of the solutions that you derive from the 5 whys analysis. In this article, you will learn how to do that in four steps.

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Hamed Rezk ,MBA, CIA?, ASMEC?, CCRO, CRMP, GRCP, CCP, CLBB

Regional Chief Risk Officer | 20x LinkedIn Top Voice | Economics Expert And Advisor | Strategic & Restructuring…
Marcia V Herrera

Sr Capability Manager at UnitedHealth Group

1 Define the metrics

The first step is to define the metrics that will help you evaluate the effectiveness of your solutions. Metrics are quantifiable indicators that measure progress, performance, or quality. Depending on the nature and scope of your gap, you may need to use different types of metrics, such as input, output, outcome, or impact metrics. For example, if your gap is related to customer satisfaction, you may use metrics such as customer retention rate, net promoter score, or customer feedback.

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Marcia V Herrera

Sr Capability Manager at UnitedHealth Group
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In my experience, a possible first step is to create a process flow that represents current and future state. I find a picture says a thousand words. Once you create your flow/visual aide, you can highlight the differences between the Current and Future state diagrams for presentation purposes. More often than not, you’ll need to present the gap analysis with a visual aid to Business partners and leadership. The differences between your current state and future state process flows are your business requirements.

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2 Set the baseline and target

The second step is to set the baseline and target values for your metrics. The baseline is the current or historical value of your metric before implementing your solution. The target is the desired or expected value of your metric after implementing your solution. Setting the baseline and target will help you establish the gap size and the improvement goal. For example, if your current customer retention rate is 70% and you want to increase it to 80%, your baseline is 70% and your target is 80%.

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Marcia V Herrera

Sr Capability Manager at UnitedHealth Group
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This is spot on! Additional detail I would call out is quantitative value. How much spend are we investing into the new solution, and is the spend worth the value being added? We want to ensure we are not causing a deficit with capital dollars.

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3 Track and analyze the data

The third step is to track and analyze the data that reflects your metrics. Tracking means collecting and recording the data on a regular basis, such as daily, weekly, or monthly. Analyzing means interpreting and comparing the data to identify trends, patterns, or anomalies. You can use various tools and methods to track and analyze your data, such as spreadsheets, dashboards, charts, or statistical tests. For example, you can use a spreadsheet to track your customer retention rate over time and a line chart to visualize the changes.

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Marcia V Herrera

Sr Capability Manager at UnitedHealth Group
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Great information! My only feedback is to know your audience! If you are presenting this to an audience of people with an IT background, you can get away with presenting a more technical based solution, If you perhaps are presenting to an audience of call center representatives, keep your flows and presentation less technical and keep it in layman’s terms.

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4 Adjust and improve the solutions

The fourth step is to adjust and improve your solutions based on the data analysis. Adjusting means making changes or modifications to your solutions to optimize their performance or address any issues. Improving means adding new or alternative solutions to enhance their effectiveness or overcome any limitations. You can use the 5 whys technique again to identify the causes of any deviations or gaps between your actual and target values and to generate new solutions. For example, if your customer retention rate is lower than expected, you can ask why and find out that your customers are dissatisfied with your service quality and then implement a new solution to improve it.

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Marcia V Herrera

Sr Capability Manager at UnitedHealth Group
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Agree with this, but capital funding may create limitations as far as how much or how often you can adjust your solution. Remember, everything costs money!

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Hamed Rezk ,MBA, CIA?, ASMEC?, CCRO, CRMP, GRCP, CCP, CLBB

Regional Chief Risk Officer | 20x LinkedIn Top Voice | Economics Expert And Advisor | Strategic & Restructuring Consultant | Seasoned Lecturer | Proven Results Manager In Credit, MSMEs, Finance, And GRC | Let's Connect!
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I track the effectiveness of 5 Whys solutions through a feedback loop: 1.Define Success: We establish clear metrics tied to the initial gap identified. This could be cost reduction, improved efficiency, or higher customer satisfaction. 2. Implement and Monitor: We help implement the solutions and establish a monitoring system to track the chosen metrics over time. 3. Evaluate Impact: After a set period, we analyze the data. Did the metrics improve as expected? 4. Feedback and Adjustment: We discuss the results with stakeholders. If successful, the solution is solidified. If not, we revisit the 5 Whys analysis, considering new factors unearthed by the initial implementation.

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Marcia V Herrera

Sr Capability Manager at UnitedHealth Group
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My only feedback here is to just ensure you understand the business problem that needs to be solved before you begin your gap analysis. Then gain sign off or consent that your understanding is accurate. It would be a hard and expensive lesson to go through all the steps of gap analysis, only to find you solutioned for the wrong thing!

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How do you monitor and measure the impact of the solutions derived from 5 whys for gap analysis?

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1 Define the metrics

2 Set the baseline and target

3 Track and analyze the data

4 Adjust and improve the solutions

5 Here’s what else to consider

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