I have been practicing casing for approximatively a month now, and I struggle to be creative in my issue trees/frameworks. I often end up using the profitability or business framework, customizing only the questions I ask with respect to the buckets.
I think this issue stems from another one: I cannot figure out if my framework should include the whole process to resolving the client's issue (e.g. finding the root cause, determining strategies, evaluating potential risks), or if I should focus only on the first phase (e.g. competition, customers, product, company). What do you think?
Thank you!
I have another question then: how would you tackle your third example, "Airline customer satisfaction is down: How would you analyze the situation?"? I can tell I am obviously lacking more experience since I would approach it using, again, a company, customers, competition and product framework. Looking at the customers first, I need to understand why they are unsatisfied: have their preferences changed? what do they most value?. Focusing next on competitors, I would estimate if the problem is industry-wide, and it not, how competitors have achieved high customer satisfaction and taking note of their best practices. Thirdly, by analysing the product, I can examine if a change in the customer service provided has occured, and if not which elements are missing (comparing with the previous sections) and the financials to solve that. Finally, now that I have a clearer idea of the direction to move the product towards, I can see if it aligns with the airline itself, its reputation and brand image.
Please let me know how you view this reasoning. I know it is flawed, but it still seems compelling in a lot of cases.