Root cause analysis
Fishbone (Ishikawa)
Six branches, one effect. The value is in being made to look in categories you would not have thought about, before you commit to the explanation you arrived with.
Effect ← People · Process · Systems · Information · Measurement · Environment
Branches
People
Skills, cover, sign-off, new starters
Process
Steps, handoffs, rules, exceptions
Systems
Tools, integrations, routing, outages
Information
Macros, articles, what the agent could see
Measurement
What is counted, and what that makes people do
Environment
Volume, seasonality, anything outside the team
0 of 3 starred as most likely. Those are the ones worth taking into a 5 Whys.
Result
Start with the effect — the problem the branches explain.
Next step
Numbers are the easy half.
Every one of these models is only as good as the operation running behind it. If you would like ours, start with a conversation.