SINGTECH NORTH AMERICA // RCA LAB

Consultant Simulation • Week 2
Investigation moves remaining
Client Brief // Dirk Ekuts

The Training Gap

Dirk has heard the same complaint in several forms: employees say they are not receiving meaningful training or clear opportunities to grow. He wants to know why before SingTech launches another initiative. Your job is not to propose a training program. Your job is to identify the most defensible root cause—or root-cause system—and show what evidence you would need to test it.

Your constraint

You have exactly three investigation moves. You may interview a stakeholder, request a record, or observe a process. Choose carefully: collecting more information is not the same as collecting better information.

Your deliverable

Build a 5 Whys chain, state a working RCA, distinguish root causes from symptoms, and convert your finding into a draft for your Week 2 deliverable.

What you already know

Baseline Evidence

24%satisfied with on-the-job training
33%say cross-training is adequate
32%say manager discussed progress + growth goals
48%new-hire 90-day failure rate reported in branch overview
Low trust signalOnly 40 of 140 employees responded to the engagement survey (28.5%). The survey notes that rates below 40% may signal trust problems and reluctance to engage in improvement efforts.
Operational pressureOnly 26% agree staffing has kept pace with workload; 20% say senior-management deadlines are realistic.
Training exists—somewhereInternal records show successful onboarding, timekeeping training, call coaching, and a training-manual effort. The problem may therefore be more complicated than “SingTech does not train people.”
Choose only three

Investigation Board

ASK • ACT • VERIFY

Consultant Workbench

Build the RCA

Readiness

5 Whys

Working Root Cause

Evidence that supports it

Alternative explanation you rejected

Bridge to Week 3

Turn your RCA into an audit

A strong audit does not ask “Do employees need more training?” It tests the system your RCA says is failing.





RCA Quality Check

Before submitting, ask: Is my cause actionable? Does it explain why training can be successful in isolated projects yet still feel inadequate branch-wide? Does it distinguish symptom, contributing cause, and root system?

Fictional instructional simulation. SingTech North America is used for MBA change-management coursework. No response is transmitted or stored by this page.