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    DT Methods 5 Why

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    Kit Simon Torres

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    DT Methods 5 Why

    Uploaded by

    Kit Simon Torres
    1 views2 pages

    Original Title

    DT_Methods_5_Why

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    1 views2 pages

    DT Methods 5 Why

    Uploaded by

    Kit Simon Torres

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 2

    DT- Methods – 5 Why?

     About: The “5 Whys” method is a dead simple – ask 5 why to explore the root cause of a problem

     Why: Used to dig deep into your users and uncover useful insights about their behavior.

     How to apply? Quite literally, it involves asking your users “Why?” whenever they explain something to
    you. When you ask “Why?”, you will prompt someone to re-evaluate their position in order to dig a little
    deeper into their own reasoning.

     Benefits:
     This process bring great insights while allowing you to dig deeper in order to find the root cause(s) of
    their behaviors.

     Practicing the “5 Whys” method is also useful to get you used to the idea of asking your interviewees
    or users “Why?”, even though you think you already know the answer.

    © 2018 DXC Technology Company. All rights reserved. November 29, 2024 1
    DT-Methods – 5 Why? example
    Issue: Customer satisfaction score decreased from 4 to 2 due to the issues with the billing.

    Why the customer provided this evaluation ?


    There are billing issues which were not responded by the DXC Billing SMEs a long time ago.

    Why the issues are not responded by the Billing SMEs?


    There was a change in the process of managing Billing disputes between DXC and the customer. The number of Billing SMEs reduced from 3 to 1 on the
    account and have a different role.

    Why the new process is not working as the customer gets feedback on their issues on time?
    The new agreed process is not know by the local site representative in terms of how to raise an issue about the monthly billing and who to address. Even the
    local DXC representative not knowledgeable about the new process.

    Why the new process is not known by the local representatives?


    DXC Billing SME assumed that the communication about the changed process has been communicated internally by the customer, providing the new SME
    contact for raising issues. DXC Billing SME communicates according to he new process. DXC local representatives not informed about the changed process.

    Why the DXC local representatives are not informed about the process changes on account level?
    There is no e-mail communications about the account related changes incl. the processes (asset management, billing, invoicing) to the local site
    representatives. Meetings if such organized, are not attended by all site managers. Notification about the porcess changes not communicated when the monthly
    invoice sent.
    © 2018 DXC Technology Company. All rights reserved. November 29, 2024 2

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