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  • Anton Safonov

Using the 5 Whys to Improve Customer Experience

Ever had an online order arrive later than expected? As a customer, it's frustrating, isn't it? Let's walk through the journey of an order that arrived late and try to find the root cause using the powerful 'Five Whys' method.


1st Why: The order was late. Because the package was shipped later than it should have been. 2nd Why: The package was shipped late. Because the item was not available in the warehouse at the time of order processing. 3rd Why: The item was unavailable in the warehouse. Because there was an error in the inventory management system. 4th Why: There was an error in the inventory management system. Because the system is not updated in real-time and relies on manual updates. 5th Why: The system is not updated in real-time and depends on manual updates. Because the company has not invested in an automated, real-time inventory management system. EUREKA!


We've found the root cause - The lack of an automated, real-time inventory management system! This leads to errors in inventory tracking, causing late shipments and hence, a poor customer experience. Solutions? Here are some: 1️⃣ Invest in a real-time, automated inventory management system. 2️⃣ Implement regular checks to ensure manual updates are accurate and timely. 3️⃣ Improve communication with customers about potential delays due to inventory issues. 4️⃣ Implement a buffer in the inventory for popular items to avoid running out. Let's remember, in a world where customer is king, timely delivery is the crown jewel! 👑 #customerexperience #fivewhys #rootcause #problemsolving #businessstrategy

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