Is there a general 'thinking frame' that can be applied to diagnostic time case questions where the problem does not relate to a numerical KPI, or a KPI that can't obviously be broken down numerically?
Examples I have seen include:
- Churn rate of employees has increased
- Customer payment times have increased
- In store customer experience has reduced
How would you build a diagnostic issue tree to break down these KPIs, when it is not clear cut like Profit or Revenue?
E.G I am struggling to think of the best way to break down 'churn rate' when there are numerous potential causes like location/team/salary/benefits/envronment etc.?
What is the general advised approach for diagnosing more qualitative issues where the interviewer dooes not define a numerical KPI, even after clarifying?