Stakeholder Thoughts

Stakeholder Thoughts

1. What does RCA mean to you?

   • Understanding the root cause & effect [TH]
   • Ensuring actions put in place to resolve the cause rather than treat the symptoms [TH]
   • Understanding why something is happening [KG]
   • Using all tools available to reach an answer (MI/Data/Systems/speaking to people) [KG]
   • Asking questions & testing hypotheses [KG]

2. How does it help you achieve your business objectives?

   • Impartial with no pre-conceived ideas or judgements [KG]
   • Cannot form opinion, just stick to & validate the facts [KG]
   • It will support me as I try to improve the quality of the claims processes & complaints journey [KG]
   • Resource will be spent doing the right things [TH]
   • Limited re-work as issues are fully investigated & actions are appropriate [TH]

3. How do you like information presenting to you?

   • Well presented [TH]
   • Accurate & concise [TH]
   • Always with an Executive Summary & recommendations [TH]
   • Visual, clear & straight to the point [KG]
   • Facts need to be presented NOT opinion [KG]

4. When is it most effective?

   • Done best when the person comes to see you to truly establish the request, agree timescales & scope etc [KG]
   • When there is the capability to drill down several steps removed from the issue [TH]
   • Going way beyond the surface & not jumping to an obvious cause [TH]

5. When is it least effective?

   • Not getting a clear brief - always challenge and be clear of what you are being asked [TH]
   • When it is full of opinions, pointing fingers [KG]
   • Not a representative sample size [KG]