How to Present Findings from an RCA?
Context:
Objective:
Specific Questions:
You are a Growth Consultant working with an e-commerce platform specializing in fashion apparel in Mumbai.
The platform recently experienced a significant drop in customer retention rates, identified through an RCA conducted by your team. The analysis revealed several underlying issues affecting customer loyalty.
As a Growth Consultant, your next challenge is to present these findings effectively to the company’s leadership team, including the CEO and the Heads of Marketing and Customer Experience.
Objective:
Your primary task is to deliver a clear, concise, and impactful presentation of the RCA findings, ensuring it leads to actionable decisions. Your presentation should:
- Utilize the SCQ Framework to clearly define the context and urgency of the RCA findings.
- Implement frontloading in the executive summary to highlight the most crucial insights and recommendations.
- Select the most appropriate presentation format, considering the leadership team’s preferences and the complexity of the RCA findings.
Specific Questions:
- SCQ Framework Application: Structure your presentation using the SCQ Framework. Describe how you would present the Situation, Complication, and Question for this particular case.
- Frontloading Key Insights: Identify the primary insights and recommendations you would place at the beginning of your presentation. Explain how these points would capture the attention of the leadership team.
- Optimal Presentation Format: Considering your audience and the nature of your RCA findings, which presentation format would you choose and why? Provide your rationale for this choice.
- Presenting Complex Data: Discuss your approach to simplifying and effectively communicating the complex data from the RCA to a senior but potentially non-technical audience.
- Actionable Recommendations: Based on the RCA findings, what specific strategies or initiatives would you recommend to improve customer retention rates on the platform?