A decision map and group coaching for 8 QA specialists who analyzed customer communication and survey results to classify the root cause of each case. Classification mistakes fell to a third.
Team
8 QA specialists; I was team leader
Format
Decision map, group coaching, QA guide
My role
Analysis, decision map, coaching
Tools
Miro, Google Docs
Problem
10 to 15 analysis mistakes every week. The main issue: incorrect classification of the root cause.
What I did
Created a decision map, shared the most common mistakes from the reports I reviewed, and ran group coaching on real cases.
Result
Mistakes per reporting period fell to a third, from 10 to 15 a week to under 5.
01
The problem
My team reviewed each customer's communication and survey answers, then classified the root cause of the issue.
10 to 15 analysis mistakes every week.
The main issue: incorrect classification.
Management's first idea: more training.
02
What I found
Most mistakes came from the same few decisions, and each specialist made them differently: Was the issue controllable? Was the cause the agent, the process, the product or the technology?
There was no written standard for these decisions. Training without one would have reinforced eight different interpretations.
03
What I did
Decision map. One question at a time, with each branch ending in a defined root cause.
Common mistakes. I collected the mistakes I found most often in the reports I reviewed and went through them with the team.
Group coaching on real cases. We worked through real cases and agreed how to classify each one using the map.
04
Results
3× fewerclassification mistakes per reporting period
10 to 15 → under 5analysis mistakes per week
1 standardone decision map used by all 8 specialists
Measured in my regular review of the team's analyses, before and after the change.
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