LoBue: Real Resources: Our Services: Root Cause Solutions

ROOT CAUSE SOLUTIONS

LoBue's approach to analyzing and resolving process or customer service issues

THE NEED
When problems arise in service delivery, managers are often pressed to "fix" the problem as quickly and inexpensively as possible. Though effective, these "patches" are often not appropriate for the long term. Some common issues or situations include:

A Customer Service Call Center where abandon rates or response times are issues
A non-customer service area where inbound phone calls interrupt the normal flow of work
Long queues in branch locations that make the first and unfortunately the last impression a customer gets
Investigation units where resolution times or error rates are issues

The effectiveness of the service organization is becoming more critical to providing premier service delivery, problem resolution, overall customer retention and of course maximum cross-selling opportunities.

THE SOLUTION
LoBue's Root Cause Analysis begins with a survey of all affected transactions or activities. These problems are recorded and tracked, noting such issues as Time of Problem, Source of Problem, Reason for Problem, Systems/Processes involved etc. This survey data is then compiled and analyzed in detail. As the issues are identified, the sources and causes are discovered enabling the development and implementation of action plans to resolve these issues.

THE RESULTS
Management is able to enhance customer service and increase unit productivity and efficiency by:

Appropriately staffing areas for the work required
Eliminating non value added rework and resolution effort
Minimizing processing interruptions and end to end cycle time
Decreasing error rates

~Typical Performance Results~
Key Performance Indicators	Staff Productivity	Operating Costs	Volume of Calls	Abandon Rate	Time in Queue	Time to Resolve	Staff Error Rate
Typical Range of Results	20 - 40%	20 - 40%	25 - 40%	20 - 40%	20 - 40%	20 - 40%	20 - 40%