Leadership Series
Leadership Learning Series
Root Cause and Problem Solving
By Firdous Annuar
Scenario #2
Internal Error
Shortage of FTE
Unskilled &
Inexperience
Attrition
Problematic staff
Pressure
(Internal &
External)
Error Trend
• Determine the
source
• Early detection
Errors
Internal &
External
Management
• Tools
• Set of skills
• Targets
Unintentional
& Intentional
• Identify the motive
• Action omitted
without prior
thoughts?
• Actions omitted
deliberately
because they
believed they are
right
Variability of
errors
• Random
• Systematic
• Sporadic
Data mining
Error Trend
Shortage of FTE
Capacity Planning
Capacity Model
Unskilled / Inexperienced Staff
Cross-skilling / Training
Retention
Manage
Headcount
Productivity
Capacity Plan / Model & Crossskilling Database
PEOPLE
Factors
• Lateness
• Absenteeism
• Sign of
personal
issues.
Effect
• Demoralized
team
• Unhealthy
culture
• Contagious
Reverse effect
To-do List
• Creating
HAPPY
working
environment
• Business
standards
tools – PIT /
PIP
• Acknowledge
concerns
• Be part of the
solution
• Make time
for others
• Watch you
body
language
• Suggest
Privacy
• Praise
RESULT
Result
Positive
Management
Encourage
Communication
Proactive
Employees