5 Root Cause Analysis Tool
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Transcript of 5 Root Cause Analysis Tool
8/11/2019 5 Root Cause Analysis Tool
http://slidepdf.com/reader/full/5-root-cause-analysis-tool 1/20
DESCRIPTION
"tell me about…"
"Show me how to…"
When something within the organization is holding the individual back
When something outside of the organization is holding the person back
When the individual refuses to demonstrate behavior
If nothing else can be identified then root cause will be categorized as "feedbac
Yellow fields require text input from the Team Leader or agent.
Click on the blue fields to select an answer to each of the questions.
All blue fields must be selected before moving to the next question or the next page.
Green fields display root cause analysis results and Team Lead next steps.
Click on the 'Start' button to begin using the Root Cause Discovery Tool.
External Environmental
Motivational
Feedback
Agent Name:
Behavior:
Invernal Environment
ROOT CAUSE
Knowledge
Skill
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".
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Knowl"Explain t
QUESTION:
AGENT
RESPONSE:
QUESTION:
AGENT
RESPONSE:
RESULT:
ACTION:
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edge me …"
Have agent explain the importance of meeting the expectation for this KPI.
Was the agents response satisfactory?
Have the agent explain the process and/or procedure associated with this KPI.
Was the agents response satisfactory?
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choose
choose
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Skill"Show m
QUESTION:
QUESTION:
RESULT:
ACTION:
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…"
Have the agent demonstrate the behavior (skill).
Did the agent demonstrate the behavior satisfactorily?
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Intern"Tell me
QUESTION:
RESULT:
ACTION:
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l Enviromental"
Ask the agent, "Are there any work related issues keeping you from meeting expectations for
this KPI?"
What was the agents answer?
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Extern"Share wi
QUESTION:
RESULT:
ACTION:
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al Enviromental h me …"
Ask the agent, "Are there any non-work issues that are keeping you from meeting
expectations for this KPI?"
What was the agents answer?
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Motiv"Are you
QUESTION:
RESULT:
ACTION:
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tionalilling to …"
Ask the agent, "Is the reason you are not meeting expectations for this KPI your willingness
to do it?"
What was the agents answer?
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Feedb"Let's revi
NOTE: -
--
QUESTION:
RESULT:
ACTION:
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