How staff should conduct structured root-cause reviews
Identify the repeating pattern
Before reviewing an issue, check whether the same problem has appeared in previous review cycles. A pattern that was not acted on indicates a process gap, not just a one-off failure.
Root cause, not surface symptom
A review that stops at "the form did not submit" is incomplete. The root cause must explain why wrong API endpoint, missing validation, or network timeout so the fix is durable.
Assign a prevention action
Every completed review must produce one specific prevention action a checklist item, a monitoring alert, or a process change. Reviews without prevention outputs have zero lasting value.
Prioritise reviews of high-impact issues service delivery failures, payment errors, and data integrity breaches must be reviewed before cosmetic or minor UX issues.
Reference
Type
Status
Created
Actions
Submission Detail
Select a review item, identify the root cause, then assign the prevention action before closing the review.
Review quality rule
A review with no root cause and no prevention action is not a review it is a delay. Every closed review record must contain both before it is considered complete.
Root cause identified
Record the exact failure mechanism and the timeline of how it occurred. This evidence is required if the issue escalates to a customer dispute or a service credit.
Prevention action assigned
Name the person responsible for implementing the prevention action and set a completion deadline. Open-ended prevention actions are never completed.
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