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A root cause analysis (RCA) is a systematic process to identify the underlying reasons why a problem occurs. Instead of just addressing the symptoms of a problem (Corrective Actions), RCA aims to find the fundamental causes to prevent future occurrences(Preventive Actions). Using methods like the "5 Whys" or "fishbone diagram", explore potential causes.
5 Whys example:
Why: are the machines breaking down? The bearings are overheating.
Why: are the bearings overheating? There isn't enough lubrication.
Why: is there not enough lubrication? The oil pump isn't working correctly.
Why: isn't the oil pump working correctly? It's clogged with metal shavings.
Why: is the pump clogged? There's no filter on the pump
RCA finding: There's no filter on the pump
Preventive Action : 1/ Replace / re-install appropriate manufacture recommended new oil filters, and 2/ Establish routine maintenance and inspection schedule to avoid machines breaking down due to clogged oil pumps
Use Case : $10,000 charge for updating the product title on the e-commerce marketplace across 2500 product listings [*fictional information]
User Action – The user performed a bulk update to change the listing titles to bold font, aiming to highlight the products and improve the conversion rate. This action incurred a charge of $10,000, calculated at $4 per listing title update. The user is now disputing this charge and requesting a refund of $10,000
Root Cause Analysis
Based on our deep-dive, the following explanation provides the rationale behind the $10,000 title update fee:
It appears the user overlooked the listing update fees displayed next to the bold title action, which were clearly indicated on the update page (as shown below).
Additionally, every listing update triggers a confirmation pop-up, as shown below. In this case, the user bulk-updated the titles for all 2,500 active listings, resulting in a total charge of $10,000 (2,500 listings x $4 per update). For demonstration purposes, we have reproduced the listing update charges for two listings below.
The user may not have read the confirmation message or may not have received the pop-up due to pop-up blockers. However, the same information is also displayed on the previous page. The bulk listing fees were charged in accordance with the catalog listing update policy and the system is functioning as designed.
Follow-up actions:
Verify the pop-up functionality across all supported browsers (Chrome, Edge, and Safari). [Owner: Product | Estimated completion: 1 week from RCA approval]
Ensure that the confirmation message appears on the follow-up page for all product attributes and covers all product listing page updates. [Owner: Product | Estimated completion: 1 week from RCA approval]
For items 1 and 2, update the ticket in Symphony and share the updates via email with the account management and leadership teams.
Review the user’s account and performance, and issue a one-time credit according to the listing update policy and Account Manager discretion limits. [Owner: Sells / Account Management]
Communicate with the seller and resolve the issue. [Owner: Account Management]
Conduct a deep-dive to assess the scope and impact of bulk listing update errors over the trailing six months (T6M), including the potential financial impact on sellers. Document the top three contributing errors or issues. [Owner: Product | Estimated completion: 3 weeks from RCA approval]
Based on the step 6 findings, review and redesign the bulk update workflow to prevent unintended user actions. Develop enhanced guardrails to reduce the risk of unnecessary or frivolous listing updates. [Owner: Product | Detailed Functional Design (DFD): To be determined]
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