Getting Past Symptoms to the Root of the Problem: Tools for Root Cause Analysis
- With Jane Martel
- Originally aired 05/26/2021
- View the Archive
When you have a process problem to resolve, it’s important to be able to distinguish between symptoms and the problem. What’s more, to have any real hope for problem resolution, you need to be able to identify the root cause of the problem. In this interactive session, you will explore six simple tools to help you dive deeper and gather critical clues: Pareto charts, fishbone charts, is/is not analysis, scatter diagrams, problem concentration diagrams, and the five whys.
About Jane Martel
As the customer experience coordinator for the Arapahoe Library District, Jane develops patron satisfaction surveys and metrics, designs service-related training for employees, and manages the patron feedback system. Jane holds a Master of Public Administration and Bachelor of Science in Education and has 30 years of professional experience in business, government, and non-profit organizations. She puts her focus on process improvement, customer service, and innovation to work to ensure that the patrons’ experience is nothing short of…wow!