IT Outsource Co Reduced Escalations by at least 55% in all categories by using CauseWise

Client Issue

5 months ago the Auckland ‘Nice’ Voice Recorder was reported as failing during the automatic archiving process. Voice recording helps protect ABC IT Company in the event of disputes and for compliance with all legal and regulatory obligations.

At first the vendors suspected that the tape drive needed replacing. However, two weeks after the new tape drive was installed, the issue reoccurred.

Approach

The Applications Team decided to employ the KEPNERandFOURIE® CauseWise^SM process and tool. This provided the investigation team with a tool to troubleshoot with certain critical questions that are necessary to gather relevant information accurately and quickly.

Results

The Voice Team Applications Team arranged a CauseWise^SM session and invited all DDI Stakeholders, plus three vendors – BT, Agile and NICE. A number of new potential causes were generated via the in-depth method of CauseWise^SM.

Following a testing period, one of the new causes generated from the session was found to be the true cause. Subsequently the client made CauseWise^SM a part of the standard operating procedure and in six months the client reduced escalations by a minimum of 55% in all escalation categories.