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  • Operational Analytics and Root-Cause Investigation

Operational Analytics and Root-Cause Investigation

Lesson 5: Operational Analytics and Root-Cause Investigation

What is operational analytics?

Operational analytics examines the processes that deliver a product or service.

Area

Example metrics

FulfilmentOrder processing time, pick accuracy
DeliveryOn-time delivery %, median and P90 delivery time
Customer supportFirst response time, resolution time, backlog
QualityDefect rate, rework rate
StaffingUtilisation, cases per agent
CostCost per order, cost per ticket

Measure the process, not just the outcome

Metric

Why it helps

MedianTypical experience, not distorted by extremes
P90 / P95Experience of the slowest 10% / 5% of cases
Backlog sizeWork waiting to be done
ThroughputCases completed per period
Rework rateShare of cases reopened or redone
SLA attainmentShare of cases meeting the service target

An average can hide a small group of extremely delayed cases. Use median and percentiles alongside it.

Example

Support resolution time increased. Break it down:

Dimension

Possible finding

Issue typeBilling issues take 3× longer than login issues
TeamOne team is short-staffed
Time of dayEvening tickets wait longer
ComplexityMore complex tickets arrived this month

The increase may come from a shift in the mix of cases (more billing issues) rather than slower work in every category.

Root-cause thinking

Technique

How it works

5 WhysAsk "why?" repeatedly to move from symptom toward cause
Fishbone (Ishikawa) diagramGroup possible causes: people, process, tools, materials, environment, measurement
SegmentationFind where the problem is concentrated
Before/after comparisonCheck what changed around the time the problem started
Pareto analysisFind the few causes behind most of the problem (the 80/20 pattern)

Steps:

  1. List plausible explanations
  2. Check evidence for each one
  3. Compare before and after periods
  4. Investigate process changes (new software, policy, staffing)
  5. Distinguish a contributing factor from a proven cause

Key takeaways

  • Operational metrics should lead to a testable investigation or action.
  • Don't blame a team based on one metric without considering workload, case mix, and system constraints.

Try it: Choose an operational problem, such as late deliveries. List four metrics and three possible causes you would investigate before proposing a fix.

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Data Analytics Tutorial

Data Analytics Tutorial

MODULE 1 : Foundations of Data Analytics
lessonIntroduction - Foundations of Data Analytics
lessonWhat is Data Analystics
lessonTypes of Data Analytics
lessonThe Data Analytics Workflow
lessonData Types, Sources, and Structure
lessonTurning a Business Request into an Analytical Question
MODULE 2 : Spreadsheets and Practical Data Handling
lessoniIntroduction - Spreadsheets and Practical Data Handling
lessonUnderstanding Spreadsheet Structure
lessonFormulas and Cell References
lessonEssential Functions for Analysis
lessonSorting, Filtering, and Data Validation
lessonLookups and Pivot Tables
MODULE 3 : SQL for Data Analytics
lessonSQL for Data Analytics - Introduction
lessonDatabases and Your First SQL Query
lessonFiltering, Sorting, and Limiting Results
lessonAggregate Functions and GROUP BY
lessonJoining Related Tables
lessonCASE, Subqueries, and CTEs
MODULE 4 : Python for Data Analytics
lessonPython for Data Analytics Introduction
lessonPython Basics for Analysts
lessonConditions, Loops, and Functions
lessonReading and Inspecting Data with pandas
lessonCleaning and Transforming Data
lessonGrouping, Summaries, and Visualisation
MODULE 5 : Statistics for Data Analytics
lessonStatistics for Data Analytics Introduction
lessonDescriptive Statistics
lessonDistributions, Percentiles, and Outliers
lessonSampling and Uncertainty
lessonHypothesis Testing and Confidence Intervals
lessonCorrelation, Regression, and Causation
MODULE 6 : Data Visualization Reporting and Dashboards
lessonData Visualisation, Reporting, and Dashboards Introduction
lessonChoosing the Right Chart
lessonVisual Design and Avoiding Misleading Charts
lessonKPIs and Dashboard Planning
lessonBuilding Reports in BI Tools
lessonPresenting an Insight and Recommendation
MODULE 7 : Exploratory Data Analysis and Data Cleaning
lessonExploratory Data Analysis and Data Cleaning - Introduction
lessonStarting an Exploratory Data Analysis
lessonMissing Values and Their Meaning
lesson Duplicates, Inconsistent Labels, and Data Types
lesson Outliers and Validation Rules
lessonA Reproducible Cleaning Pipeline
MODULE 8 : Business Product and Marketing Analytics
lessonBusiness, Product, and Marketing Analytics Introduction
lessonSales and Revenue Analytics
lessonCustomer Retention and Churn
lessonMarketing Funnel and Campaign Analytics
lessonProduct Analytics and User Journeys
lessonOperational Analytics and Root-Cause Investigation
MODULE 9 : Advanced Analytics - Forecasting and Machine Learning Basics
lessonAdvanced Analytics, Forecasting, and Machine Learning Basics - Introduction
lessonForecasting and Time-Series Basics
lessonRegression and Classification
lessonClustering and Segmentation
lessonModel Evaluation and Choosing Metrics
lessonOverfitting, Leakage, and Responsible Modelling
MODULE 10 : Data Workflows - Warehousing and Professional Practice
lessonData Workflows, Warehousing, and Professional Practice - Introduction
lessonOperational Databases and Data Warehouses
lessonETL, ELT, and Data Pipelines
lessonAutomation, Scheduling, and Monitoring
lessonDocumentation, Version Control, and Collaboration
lessonPrivacy, Governance, and Ethical Practice
MODULE 11 : Final Lesson: Bringing It All Together
lessonFinal Lesson: Bringing It All Together

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Data Analytics Tutorial

MODULE 1 : Foundations of Data Analytics
lessonIntroduction - Foundations of Data Analytics
lessonWhat is Data Analystics
lessonTypes of Data Analytics
lessonThe Data Analytics Workflow
lessonData Types, Sources, and Structure
lessonTurning a Business Request into an Analytical Question
MODULE 2 : Spreadsheets and Practical Data Handling
lessoniIntroduction - Spreadsheets and Practical Data Handling
lessonUnderstanding Spreadsheet Structure
lessonFormulas and Cell References
lessonEssential Functions for Analysis
lessonSorting, Filtering, and Data Validation
lessonLookups and Pivot Tables
MODULE 3 : SQL for Data Analytics
lessonSQL for Data Analytics - Introduction
lessonDatabases and Your First SQL Query
lessonFiltering, Sorting, and Limiting Results
lessonAggregate Functions and GROUP BY
lessonJoining Related Tables
lessonCASE, Subqueries, and CTEs
MODULE 4 : Python for Data Analytics
lessonPython for Data Analytics Introduction
lessonPython Basics for Analysts
lessonConditions, Loops, and Functions
lessonReading and Inspecting Data with pandas
lessonCleaning and Transforming Data
lessonGrouping, Summaries, and Visualisation
MODULE 5 : Statistics for Data Analytics
lessonStatistics for Data Analytics Introduction
lessonDescriptive Statistics
lessonDistributions, Percentiles, and Outliers
lessonSampling and Uncertainty
lessonHypothesis Testing and Confidence Intervals
lessonCorrelation, Regression, and Causation
MODULE 6 : Data Visualization Reporting and Dashboards
lessonData Visualisation, Reporting, and Dashboards Introduction
lessonChoosing the Right Chart
lessonVisual Design and Avoiding Misleading Charts
lessonKPIs and Dashboard Planning
lessonBuilding Reports in BI Tools
lessonPresenting an Insight and Recommendation
MODULE 7 : Exploratory Data Analysis and Data Cleaning
lessonExploratory Data Analysis and Data Cleaning - Introduction
lessonStarting an Exploratory Data Analysis
lessonMissing Values and Their Meaning
lesson Duplicates, Inconsistent Labels, and Data Types
lesson Outliers and Validation Rules
lessonA Reproducible Cleaning Pipeline
MODULE 8 : Business Product and Marketing Analytics
lessonBusiness, Product, and Marketing Analytics Introduction
lessonSales and Revenue Analytics
lessonCustomer Retention and Churn
lessonMarketing Funnel and Campaign Analytics
lessonProduct Analytics and User Journeys
lessonOperational Analytics and Root-Cause Investigation
MODULE 9 : Advanced Analytics - Forecasting and Machine Learning Basics
lessonAdvanced Analytics, Forecasting, and Machine Learning Basics - Introduction
lessonForecasting and Time-Series Basics
lessonRegression and Classification
lessonClustering and Segmentation
lessonModel Evaluation and Choosing Metrics
lessonOverfitting, Leakage, and Responsible Modelling
MODULE 10 : Data Workflows - Warehousing and Professional Practice
lessonData Workflows, Warehousing, and Professional Practice - Introduction
lessonOperational Databases and Data Warehouses
lessonETL, ELT, and Data Pipelines
lessonAutomation, Scheduling, and Monitoring
lessonDocumentation, Version Control, and Collaboration
lessonPrivacy, Governance, and Ethical Practice
MODULE 11 : Final Lesson: Bringing It All Together
lessonFinal Lesson: Bringing It All Together

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Established in 2014 and acquired by the HCL Group in 2022, HCL GUVI is dedicated to providing effective and high-quality learning and skilling programs that transcend language barriers in technology education. HCL GUVI today is trusted by over 4.8 million users, 20 languages and 2500+ corporate partners.

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HCL GUVI (Grab Your Vernacular Imprint) Geek Network Private Limited is a leading online learning and skills development company, incubated by IIT Madras and IIM Ahmedabad.

Established in 2014 and acquired by the HCL Group in 2022, HCL GUVI is dedicated to providing effective and high-quality learning and skilling programs that transcend language barriers in technology education. HCL GUVI today is trusted by over 4.8 million users, 20 languages and 2500+ corporate partners.

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