Application of root cause analysis in a service delivery operational environment: A framework for implementation

Abstract

Presents an approach for applying root cause analysis (RCA) in a service delivery system for the purpose of investigating and correcting service delivery system problems. Utilizes a methodology that incorporates and integrates RCA into the service system by combining the approach with other managerial tools, a proactive continuous improvement (CI) philosophy, and an open system perspective of the organization and its environment. Stresses relevance of both operational and strategic implications that result from service delivery problems. The development and utility of the proposed methodology presented in this research is illustrated using both a hypothetical example and a real world application.

Citation

Dorsch, J.J., Yasin, M.M. and Czuchry, A.J. (1997), "Application of root cause analysis in a service delivery operational environment: A framework for implementation", International Journal of Service Industry Management, Vol. 8 No. 4, pp. 268-289. https://doi.org/10.1108/09564239710174372