5 Root Cause Analysis Tool

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Start
	
	
		Agent Name:
	
		Behavior:
	
		ROOT CAUSE								DESCRIPTION
		Knowledge								"tell me about…"
		Skill								"Show me how to…"
		Invernal Environment								When something within the organization is holding the individual back
		External Environmental								When something outside of the organization is holding the person back
		Motivational								When the individual refuses to demonstrate behavior
		Feedback								If nothing else can be identified then root cause will be categorized as "feedback".
	
						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.
Knowledge
		Knowledge
		"Explain to me …"
									N/A
		QUESTION:	Have agent explain the importance of meeting the expectation for this KPI.				0		YES
		AGENT
RESPONSE:			choose				NO
			Was the agents response satisfactory?
	
		QUESTION:	Have the agent explain the process and/or procedure associated with this KPI.
		AGENT
RESPONSE:			choose		0		According to your answers to the above questions, Knowledge is not the root cause.
			Was the agents response satisfactory?						According to your answers to the above questions, you have identified Knowledge as your root cause.
	
		RESULT:	0
									Formulate an Improvement plan with your agent with goals that are specific to the behavior, time bound, and measurable
		ACTION:	0						Click the next button to continue searching for root cause.
Example:
For No Call / No Show… Have the agent explain the process of calling in to the IVR if they are going to be absent. An additional process to explain may be the shift swap process.
Skill
		Skill
		"Show me …"
									N/A	NA	NA
		QUESTION:	Have the agent demonstrate the behavior (skill).						YES	YES	YES
			Did the agent demonstrate the behavior satisfactorily?				0		NO	NO	NO
	
		QUESTION:	0				0
			0				0
		0							According to the answers to the above questions, Skill is not the root cause.
									According to the answers to the above questions, you have identified Skill as a root cause.
		RESULT:	0
									Formulate an Improvement plan with your agent with goals that are specific to the behavior, time bound, and measurable
		ACTION:	0						Click the next button to continue searching for root cause.
Demonstrate:
Although the agent may be able to explain the proper process or procedure, have them demonstrate it. In many cases agents need additional opportunities to practice the behavior with the Team Lead or other Mentor to coach them during roll play sessions.
Internal
		Internal Enviromental
		"Tell me …"
									N/A	NA	NA
		QUESTION:	Ask the agent, "Are there any work related issues keeping you from meeting expectations for this KPI?"						YES	YES	YES
			What was the agents answer?				0		NO	NO	NO
		0
									According to the answers to the above questions, Internal Enviromental is not the root cause.
		RESULT:	0						According to the answer to the above question, you have identified Internal Enviromental as a root cause.
									Formulate an Improvement plan with your agent with goals that are specific to the behavior, time bound, and measurable
		ACTION:	0						Click the next button to continue searching for root cause.
External
		External Enviromental
		"Share with me …"
									N/A	NA	NA
		QUESTION:	Ask the agent, "Are there any non-work issues that are keeping you from meeting expectations for this KPI?"						YES	YES	YES
			What was the agents answer?				0		NO	NO	NO
		0
									According to the answers to the above questions, External Enviromental is not the root cause.
		RESULT:	0						According to the answer to the above question, you have identified External Environmental as a root cause.
									Formulate an Improvement plan with your agent with goals that are specific to the behavior, time bound, and measurable
		ACTION:	0						Click the next button to continue searching for root cause.
Motivation
		Motivational
		"Are you willing to …"
									N/A	NA	NA
		QUESTION:	Ask the agent, "Is the reason you are not meeting expectations for this KPI your willingness to do it?"						YES	YES	YES
			What was the agents answer?				0		NO	NO	NO
		0
									According to the answer to the above question, Motivation is not the root cause.
		RESULT:	0						According to the answer to the above question, you have identified Motivation as a root cause.
									Formulate an Improvement plan with your agent with goals that are specific to the behavior, time bound, and measurable
		ACTION:	0						Click the next button to continue searching for root cause.
Feedback
		Feedback
		"Let's review …"
		NOTE: -	Reaching this page means that you were unable to identify a root cause for the agent not meeting expectations for this behavior.
		-	If this is the case, please review to confirm.
		-	Feedback root cause can only be used once if an agent is not meeting expectations for this behavior.
									N/A	NA	NA
		QUESTION:	Ask the agent, "Is there any other reason you can think of that is keeping you from meeting expectations for this KPI?"						YES	YES	YES
			What was the agents answer?				0		NO	NO	NO
		0
									According to the answer to the above question, Feedback is not the root cause.
		RESULT:	0						According to the answer to the above question, you have identified Feedback as a root cause.
									1. Continue to monitor the agent's performance in this behavior. If you are able to identify a root cause at a later point, provide feedback to the agent as soon as possible.
2. If the agent is still not performing to expectation by next coaching session, you will need to identify a root cause. Feedback cannot be used again as root cause.
		ACTION:	0						1. Categorize the agents answers as either Knowledge, Skill, Internal Environmental, External Environmental or Motivational.
2. Formulate an Improvement plan with your agent with goals that are specific to the behavior, time bound, and measurable