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RCA · Independently Developed Analysis

Operational RCA & Service Recovery Analysis

An RCA workflow I independently structured to capture incidents, reconstruct operational timelines, identify coordination breakdowns, and track corrective actions to completion — turning service recovery into a repeatable, documented system.

Independently structured workflow project — operational coordination, analytics interpretation, and reporting logic by Karla Sunga. Portfolio visuals contain fictionalized or redacted sample data for presentation purposes.

Root cause analysisService recoveryOperational reviewWorkflow diagnostics
Workflow Overview

Operational lifecycle.

  1. 01
    Incident Logged
    intake
  2. 02
    Timeline Reconstruction
    active
  3. 03
    Root Cause Review
    watch
  4. 04
    Corrective Actions
    active
  5. 05
    Verification
    resolved
Operational Dashboard

Visibility surface.

Fictionalized / redacted sample data — for presentation purposes
ksmotion · /rca
Updated · just now
EJF Real Estate Services · Client Success
Post-Mortem Call — Brookside Commons
Property: Brookside Commons
Manager: M. Hale
Date: May 8, 2026
Conducted by: Client Success — K. Sunga
1
General Overview

Mid-tenure community with stable operations until Q2. Recurring vendor scheduling friction surfaced alongside two missed board deadlines in consecutive months.

2
Communication & Board Relationship

Board cadence was bi-weekly; tone shifted to more formal language after the second missed deadline. Expectations on response time were not explicitly aligned at onboarding.

3
Operational & Administrative Insights

Two recurring issues: vendor handoff between CAM and field ops, and delinquency follow-up timing. One open amenity project at transition.

4
Internal Support & Processes

POD support adequate; accounting close cycle created a 3-day delay on board financial questions. No clear ownership on after-hours vendor escalation.

5
Recommendations & Final Thoughts

Introduce a documented vendor handoff checklist, define after-hours escalation owner, and align expectations on response time at every board transition.

Corrective Actions
Action
Owner
Due
Status
Vendor handoff checklist
E. Vasquez
5d
Open
After-hours escalation SOP
M. Hale
10d
Open
Board onboarding expectations doc
P. Shah
14d
In Review
Board comms template (vendor delay)
J. Reyes
3d
Done
Recurrence Pattern
Vendor handoff
Repeat in Q1 + Q2
×4
After-hours escalation
Cross-portfolio
×3
Board comms timing
Localized
×2
Operational Metrics

Sample operational health.

Representative metrics that this workflow surfaces to operations leadership.

RCAs Completed (Q)
18
On pace
Avg Time to RCA
3.2d
−1.1d
Open Corrective Actions
12
−4
Recurrence Rate
6%
−3pp
Process Breakdown

How the workflow operates.

Intake & Visibility01

Incidents are logged within hours with operational impact, affected stakeholders, and immediate containment notes.

  • Fast intake (same-day)
  • Impact + stakeholder log
  • Containment notes
Workflow Coordination02

A timeline is reconstructed from communications, system events, and team input to remove ambiguity about what happened.

  • Multi-source timeline
  • Communication trace
  • System event correlation
Escalation Monitoring03

Root cause categories distinguish process, coordination, communication, and system contributors.

  • Categorized root causes
  • Coordination gap analysis
  • Communication breakdown review
Operational Recovery04

Corrective actions are written as specific workflow changes — not vague intentions — with owners and verification dates.

  • Specific workflow changes
  • Named owners
  • Verification milestones
Reporting & Communication05

A recurrence dashboard highlights repeat patterns so structural fixes are prioritized over one-off responses.

  • Recurrence dashboard
  • Repeat pattern flags
  • Structural fix prioritization
Outcome

Improved operational insight, escalation visibility, and recovery coordination processes.

Tools Used

Workflow infrastructure.

Notion

Personal workflow organization, RCA documentation, and portfolio structuring.

Monday.com

Corrective action tracking with owners and due dates.

Microsoft Teams

Cross-functional RCA review sessions.

Excel

Recurrence pattern analysis and trend tracking.

ChatGPT

Drafting incident narratives and corrective action language.

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