Root Cause Analysis (RCA)

Streamline the RCA for complaints related to translation and interpretation. This process will guide teams in documenting issues and identifying the root cause.

Purpose: Establish a comprehensive timeline from the first client interaction to receipt of the complaint
Details to Capture:
- Each communication point (including date and channel).
- Key actions or decisions, including task assignments, quality checks, and escalations.
Documentation Location:
- TBC: Use HubSpot's activity log to capture these events, tagging each entry with relevant keywords for easy retrieval.

Objective: Enhance understanding of each stage by providing detailed notes that highlight possible points of concern.
Commentary Includes:
- Any deviations from standard procedures.
- Context for decisions made (e.g., specific client requests, unique project circumstances).
- Observations on team interactions or resource constraints.

Purpose: Identify areas for potential improvement.
Method:
- CC Specialists / PMs should list all observations where the outcome could have been improved.
- Suggestions should be practical, focused on procedural adjustments, additional training, or resource allocation.
Example: If instructions were unclear, document a recommendation to standardize instructions templates or improve briefing sessions.

Objective: Reach the root cause of the issue by addressing the most actionable, solvable level.
Methodology: Conduct a "5 Whys" analysis, with a focus on:
- Solvable Cause Identification: The RCA should stop at the actionable level, even if it does not fully explain the broader issue. This approach targets the last actionable point that can prevent recurrence.
TBC: Documentation: Log the 5 Whys findings in HubSpot under the relevant ticket, ensuring all responses are detailed for future analysis.