COEPD – Center of Excellence for Professional Development Happy Learning
Fish Bone Diagram
Fish Bone analysis is also known as cause and effect analysis as with this method we will analyse the root cause of the problem. This is also known as ISHIKAWA Diagram as it is invented by Dr. Kaoru Ishikawa
Ishikawa identified Five(5) key areas which occur repeatedly in either type of analysis :
- People
- methods
- Materials
- equipment
- Environment
Lets explain the Cause and effect diagram by taking the example of Contact Centre
Staff with high tenurity Call category iknow Material access
Calling department Product details not available
Lack of interest
Technical glitch Location(work from home)
Too many options on IVR Shift timings
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We have the brain storm the each category to come across the root cause of the problem Lets understand in each category how we can analyse the cause and its effects
People:
- Staff with high tenure tends to show less interest while taking calls as it becomes daily routine to them which will lead customer dissatisfaction
- Lack of interest as the person might be doing the job not enthusiastically and thus leads to customer dis satisfaction
Methods
- In this we must analyse the types of calls will get based on the customer category and how long it will take to handle them
- Each customer have the different queries which needs to be transfer the call to other departments
Materials:
- Proper resources must be available for the agent to give the require information
- Accurate information must be available for banking products
Equipment
- Barnstorm the technical issue because of which calls gets disconnected automatically and that will lead to low customer satisfaction
- Customer takes lot of time to reach Agents as IVR options are Too many and sometimes customer disc the call as he don’t understand
Environment
- Location as Work from home implemented due to pandemic situation is that the reason for customer dis satisfaction?
- Shit timing could be a major concern as everyone works from home and in calling process it is important the agent must have the separate work station to work from home
Branstorm with the team to analyse the each factor and find the root cause of the problem and use the technique of 5W
With the above Example it can be ascertain as the Work from home is the reason for the LOW CSAT as no proper workstation for agents as leads to lack of interest and customers are not happy with the service
