Laser Lessons - Lesson

P3CS3-1

Table of Contents

‘What is Root Cause Analysis?’ on the ASQ (American Society for Quality) website

Click on the link for more information on how to use Root Cause Analysis (RCA) as a technique for identifying problems.

Table of Contents

Find and read: ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Read chapter three ‘Monitoring customer service’. N.B. You should be able to borrow this book from your local library.
Click to read: Chapter four ‘Key problem solving strategies’ in ‘Decision making and problem solving’ by John Adair, published by Kogan Page.

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