Everyone, welcome to the activity solutions lecture. In the previous lecture, you were asked to uncover the root causes for the problem of high average handle time in a business process. file there is no right or wrong answer here. This five eye analysis technique was executed by two different process improvement teams into different organizations. With that disclaimer, let's begin reviewing the solution. Five analysis done by a process improvement group in one organization.

Question one. Why is the average handle time high? Because there are disciplinary issues. Question two, why are there disciplinary issues? Because there is lack of bonding with work. Question three.

Why is there a lack of bonding with work? Because work is an interesting question for why is why Work uninteresting because there is no incentive to finish transactions within the given ht or average handle time. And question five, why is there no incentive to finish transactions within the given HD? Because the incentive policy was last updated in 2000 has not been revised since then. Think about that. Five why analysis done by another group in a different organization?

Question one, why is the HD high? Because there is no governance. Why is there no governance because team leads are not being questioned for high HD. Why our team leads not being questioned for a high average handle time because their managers do not do their job of asking questions. Why do the managers do not do their job of asking questions because they do not have access to real time aged Reports Why do they not have access to real time HD report? Because the systems are not designed to create real time reports.

Identification of root causes is always exciting. Most times it helps uncover the most creative and unthinkable causes. I hope you have enjoyed this activity. With that we come to the end of this lecture. Thank you for attending. See you in the next one.