Service Failures, Root Cause Analysis and Alignment on Customer Metrics

Organizations, handling customers, have many measures. These measures may be good for improving internal efficiencies of the firm but often these are ineffective and irrelevant from the customer’s point of view. Aligning to customers’ measures by understanding the root causes of service failures and subsequently by executing the right actions to drive continuous improvement result in achievement of mutual objectives, customer satisfaction and a competitive edge for the supplier.

Root cause analysis and alignment on #CustomerMetrics have 4 steps.

Step 1 - Understand the language of the customer

Step 2 - Perform #servicefailureanalysis

Step 3 - Develop new #SOP (Standard Operation Procedure)

Step4 – Drive #continuousimprovement

The attached diagram is self-explanatory.

For deeper insights on customer metrics and #rootcauseanalysis of service failures, call us @ www.boilingpoint212.com