This data comes from the Member & Colleague Workbench — a working analysis of every task, complaint type, and root cause category across Member Services and Finance Operations. It draws on Rob M's detailed process mapping, the Compliance team's complaint taxonomy, and the root cause framework used in Aptean Respond.
The sections that follow present each dataset as a browsable reference: what every task involves, where complaints cluster, and how root causes are categorised. This is the foundation for identifying where the system is creating failure demand and where intervention will have the greatest impact.
Connecting the Data
Every complaint starts with a task that didn't meet the member's need. Every root cause explains why the task failed. Connecting them reveals where the system — not individual people — is generating failure demand.
The cancellation worked example from Phase 02 demonstrates this connection in practice. A member calls to cancel (a task). If the process generates manual letters, delays, and hand-offs between teams, it creates failure demand — the member calls back to chase, and the complaint categories light up: "Delay: Processing a request", "Failure: Follow out agreed request", with root causes pointing to "Process Related → Member Support → Cancellation process".
By mapping these three datasets together, we can identify which tasks generate the most complaints, which complaint categories point to the deepest systemic issues, and which root causes we can address to have the greatest impact across multiple tasks simultaneously.
Phase 04 will overlay these inputs with demand data — call volumes, email volumes, and task frequencies — to build the prioritisation matrix. The tasks with the highest volume, the strongest links to complaint categories, and the clearest automation potential will surface as the first candidates for redesign.