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Root Cause Analysis of Service Failures Training Course

Root Cause Analysis of Service Failures Training Course

Foundation | 5 days | Face to Face / Online / Elearning | Certificate
01

Course Overview

Course Summary
Course Title Root Cause Analysis of Service Failures Training Course
Organization Tech For Development (T4D)
Venue Tech For Development (T4D) Training Centre
Duration 5 days
Target Industries
Target Job Roles
Course Fees (Face-to-Face) USD 1,500/KES 99,000 (Exclusive of VAT)
Course Fees (Virtual) USD 1,000/KES 70,000 (Exclusive of VAT)
Training Modes Virtual and face-to-face training
Payment Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course
Accreditation Tech For Development Certificate of Course Completion

Course Overview

This course is designed to equip customer service professionals, supervisors, and quality assurance teams with the knowledge and skills to systematically identify, analyze, and resolve the underlying causes of service failures. Instead of treating symptoms, participants will learn structured root cause analysis (RCA) methods to prevent repeat issues, improve service delivery, and enhance customer satisfaction.

Course Duration

5 Days

Target Audience

  • Customer Service Representatives and Managers

  • Complaints and Resolution Teams

  • Quality Assurance and Service Improvement Officers

  • Operations and Process Managers

  • Supervisors and Team Leaders handling customer interactions

Personal Impact

  • Gain problem-solving and analytical skills for service failures.

  • Learn structured RCA techniques applicable across industries.

  • Build confidence in preventing and mitigating recurring issues.

  • Improve decision-making through data-driven analysis.

  • Enhance professional value by mastering service recovery techniques.

Organizational Impact

  • Reduction in repeat service failures and escalations.

  • Increased customer trust and loyalty through proactive solutions.

  • Improved operational efficiency and reduced costs of poor service.

  • Strengthened complaint-handling frameworks.

  • More consistent, reliable, and high-quality customer experiences.

Course Objectives

By the end of this training course, participants will be able to:

  1. Understand the importance of root cause analysis in service recovery.

  2. Apply structured RCA tools such as the 5 Whys, Fishbone Diagram, and Pareto Analysis.

  3. Differentiate between symptoms and underlying causes of service failures.

  4. Develop corrective and preventive action plans.

  5. Implement RCA findings into continuous service improvement strategies.

02

Course Modules

Course Outline

Module 1: Introduction to Service Failures and RCA

  • Defining service failures and their impact on customer trust

  • Common causes of service failures in organizations

  • The role of root cause analysis in customer service excellence

  • Case Study: A service failure that became a crisis

Module 2: Tools and Techniques for Root Cause Analysis

  • Overview of RCA methods: 5 Whys, Fishbone Diagram, Pareto Analysis

  • Data collection and categorization of service issues

  • Hands-On Exercise: Using the 5 Whys for a real service failure

Module 3: Distinguishing Causes from Symptoms

  • The difference between surface problems and root causes

  • Mapping customer complaints to identify patterns

  • Workshop: Symptom vs. Cause – practical examples from service environments

Module 4: Developing Corrective and Preventive Actions

  • Designing solutions to eliminate root causes

  • Building preventive mechanisms to avoid repeat failures

  • Aligning RCA outcomes with customer service strategies

  • Exercise: Action plan development for a service failure case

Module 5: Embedding RCA into Service Improvement

  • Integrating RCA into daily operations and reporting

  • Monitoring and evaluating the effectiveness of corrective actions

  • Communicating lessons learned across the organization

  • Final Group Presentation: RCA project on a selected service failure

03

Course Administration

Methodology

Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.

Accreditation

Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion

Training Venue

The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.

Accommodation & Airport Transfer

Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179

Tailor-Made

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.

Payment

Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].

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2026 Schedules
Nairobi
23 Nov - 27 Nov
KES 99,000 |
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14 Dec - 18 Dec
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Kigali
Addis Ababa
Kuala Lumpur
Accra
Cairo
Pretoria
Cape Town
Johannesberg
Zanzibar
Arusha
Kisumu
Dubai
Mombasa
Nairobi
Nakuru
Machakos
Naivasha
Kampala