Dedicated Training

Learn how to build and develop creative thinking within problem-solving teams on this Root Cause Analysis for Service Providers training course.

This 2-day dedicated course is designed specifically for the services industry. It includes real-world examples, interactive workshops and modules to encourage teams to discuss how they can successfully solve service delivery problems within their organisation.

Upon completion of the course, delegates will be able to use a variety of quality and service improvement tools to identify, control and prevent the causes of chronic and recurring problems. By taking a systems-based approach, they will improve the quality of customer service and raise staff morale.

The course is suitable for a number of roles within the services industry, including:

  • managers and continuous improvement professionals responsible for improving service delivery or investigating customer complaints
  • managers and those responsible for improving management systems, processes and procedures
  • quality managers
  • internal and external auditors
  • problem-solving team members and leaders

For those wishing to learn about RCA outside the services sector, we recommend our Root Cause Analysis for all Industry Sectors training course. We also offer a Root Cause Analysis for NHS and Healthcare Professionals training course.

Focusing on challenges within services organisations, the topics covered by this course include:

  • why and how service delivery problems arise
  • problem-solving teams
  • RCA systems and processes
  • process models, measurement, controls and failures
  • investigating problems
  • gathering information from people
  • gathering evidence
  • finding and proving the cause(s)
  • human error
  • tools and techniques
  • using statistics in problem solving
  • understanding ‘common causes’ and ‘special causes’
  • improving process control
  • preventing problem recurrence
  • making improvements
  • minimising the risk of change

On completion of this training course, delegates will be able to:

  • lead or participate in effective problem-solving teams
  • use appropriate tools and techniques to identify and document the root causes of incidents and recurring problems in their organisation
  • propose and evaluate solutions to prevent problems recurring and improve customer satisfaction
  • communicate their findings and recommendations to their colleagues, senior management and customers
  • engage senior management in improving the system to remove the ‘common causes’, as well as controlling random initiatives that may destabilise processes that are currently ‘under control’

The Root Cause Analysis Training for Service Providers training course can take place as dedicated training at your premises, a venue of your choice or in a virtual classroom, on a date to suit your organisation. It is not available as a scheduled course.

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