SlideShare a Scribd company logo
1 of 5
1
Agenda
Company
Logo
 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
Logo
2
RCA
 SOP  Gaps (person, product, process)
Company
Logo
3
Issues Log
Date Issues Name Description Urgency
Low, Med, High
Owner Status
in progress, stalled
complete
Resolution
Date
Company
Logo
4
Get Well/Stay Plan
 Recommendations  Pros  Cons
 Option 1
 Option 2
 Option 3
Company
Logo
5
Next Steps / Takeaways
 Items  Ownership
Company
Logo

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Account Management - Root Cause Analysis Template

  • 1. 1 Agenda Company Logo  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 Logo
  • 2. 2 RCA  SOP  Gaps (person, product, process) Company Logo
  • 3. 3 Issues Log Date Issues Name Description Urgency Low, Med, High Owner Status in progress, stalled complete Resolution Date Company Logo
  • 4. 4 Get Well/Stay Plan  Recommendations  Pros  Cons  Option 1  Option 2  Option 3 Company Logo
  • 5. 5 Next Steps / Takeaways  Items  Ownership Company Logo

Editor's Notes

  1. 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
  2. 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