Until today, getting to the root of your problems probably was a guessing game. The Four M's (Manpower, Methods, Machines and Materials) Chart on the Quality Tools Website is your ticket to isolate cause area's of your problem which if improved will change your future outcomes. Of course in the case of a popped tire (or similar effect) the damage is done but you can learn from your mistakes.
This graph illustrates the cause and effect for this situation in customer service:
Once you dissect the causes and their sub-causes (verbs), with the Fours M's (nouns), you can begin treatment. Often times we get lost in treating a symptom where we are really looking for the combination of known, suspected and/or other causes.
You are now ready to attack and win! So the next time a customer complains, your boss fires his cannon, or anyone else comes to you with a challenge/problem/situation, you have the tool to work it out effectively and efficiently. -- Good Luck! --
Labels: success
