Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
Account Management - Root Cause Analysis Template
1. 1
Agenda
Company
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Meeting Objective
Recap Issue
Stand Operating Procedure (SOP) Review – What should happen under
normal circumstance
Root Cause Analysis (RCA)
The Cause – Person, Process, Product
What was done to resolve the issue
Get Well/Stay Well Plan
Preventative & Proactive Measures Going Forward
Recommended measure/option (immediate, short & long term)
Company
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2. 2
RCA
SOP Gaps (person, product, process)
Company
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3. 3
Issues Log
Date Issues Name Description Urgency
Low, Med, High
Owner Status
in progress, stalled
complete
Resolution
Date
Company
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4. 4
Get Well/Stay Plan
Recommendations Pros Cons
Option 1
Option 2
Option 3
Company
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5. 5
Next Steps / Takeaways
Items Ownership
Company
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Editor's Notes
The key to these meetings is to ensure those that can speak to the issues and potential resolution (the subject matter expects) are present
Come prepared with the cause for the issues and potential options for resolution
Come prepared to present the get well/stay well plan with a definied timeline
Accept responsibility but never apologize
Provide the customer with a formal document of the issue; legal and contract should probably provide their guidance
The key to these meetings is to ensure those that can speak to the issues and potential resolution (the subject matter expects) are present
Come prepared with the cause for the issues and potential options for resolution
Come prepared to present the get well/stay well plan with a definied timeline
Accept responsibility but never apologize
Provide the customer with a formal document of the issue; legal and contract should probably provide their guidance