The diagnosis phase

Overview

Symptoms and root causes, collecting data from records and staff interviews, analysis and benchmarking, feedback to the client, a staff turnover calculation and the risks of rushing.

What you need to know

Answer each one before you reveal it.

Questions from this subtopic

Each one with the model answer underneath.

1. 1

   What is the diagnosis phase?

   Model answer

   The diagnosis phase is the detailed investigation of the client's problem. The consultant gathers and analyses facts to find the real causes.

2. 2

   What is the difference between a symptom and a root cause?

   Model answer

   A symptom is a visible sign of a problem, such as falling sales. A root cause is the underlying reason, such as poor service from untrained staff.

3. 3

   Why must a consultant look beyond the problem as the client first describes it?

   Model answer

   The client may describe symptoms or hold a biased view of the cause. A solution to the wrong problem wastes the client's money.

4. 4

   How does a consultant collect data during diagnosis?

   Model answer

   A consultant interviews managers and staff, studies records and observes how work is done. Surveys can gather the views of many employees or customers.

5. 5

   Why are a client's own records useful in diagnosis?

   Model answer

   Financial accounts, staff records and sales data show trends over time. Records give hard evidence to test what managers say.

6. 6

   Why does a consultant interview staff at different levels of the client organisation?

   Model answer

   Senior managers, supervisors and front-line staff see the problem differently. Front-line staff often know causes that managers miss.

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