Quantification and Analysis of Survey Data Using the Root Cause Analysis Tool
Original Publication Date: 1999-Dec-01
Included in the Prior Art Database: 2003-Jun-18
A program is disclosed that allows for the collection, analysis, issue resolution and systemic tracking of service quality surveys for the hardware and software service community. The program allows for the collection of all customer satisfaction surveys into one database, along with the supporting technical problem descriptions, and the relevant customer information. The program then uses recognized roles and responsibilities for individuals within the service organization to assign actions and due dates for the analysis, correction and utilization of service delivery process successes and failures. The Root Cause Analysis Tool uses, as its primary input, satisfaction surveys from customers who have placed service calls. A series of program logic inputs all survey information, currently averaging around 25,000 records annually, and links that survey information with internal service delivery measurement systems. The primary goal of the program logic is to assemble all the relevant information in one place. This tool and the logic and processes that were introduced around the tool, replace all of the manual processes which were previously required to perform root cause analysis. Once the survey is assigned, an analyst reviews the information presented, and begins to undertake an investigation of all matters relating to the delivery of service to this customers. The analyst uses a common methodology to investigate, and the program logic allows for audit keeping and the assignment of root cause codes and action plans from within the tool. Imbedded within the tool are a series of reports that reflect the reporting requirements of the various levels of the service organization. A report can be generated at a team, department, branch, platform or country view, all of which provide information to the different audiences of the report. In fact, as the data construct for the program is modular, any unique report can be created on any data element contained in the tool, giving the tool large amounts of flexibility. The data can also be off-loaded from the tool into other data manipulation tools, providing greater utility for the captured data.