Five Whys After a Launch Fire Drill
Use Five Whys to identify a process root cause behind a launch operations failure.
Support published launch help content with old pricing language, causing a night-before-launch scramble. Five Whys: ask successive why questions until the team reaches a changeable process cause. The trap is stopping at "Support forgot to update the article." That names the person nearest the defect, not the system condition that let stale pricing survive. Why 1 Why was the help article wrong? Support copied pricing language from the launch brief. Start with the symptom in observable terms. Why 2 Why was the launch brief stale? Legal approved final pricing language in a separate claims document. The cause moves from person…
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