In service processes, searching for causes for process problems, based on human influence, is often more complex than in technical processes, where after determining a significant process parameter, the settings can be changed correspondingly, and the process result often reacts immediately to such a change.
After identifying a critical cause for a problem in a service process, the background for it is investigated, so as to be able to develop improvement measures that will be successful and have a long-term effect.
The goal of this step is to determine the drivers for the critical root causes that have already been identified.
This task can be done using the fishbone diagram by identifying drivers for the as significant determined Xs.
This step provides the following results: