Run Five Whys without blaming the front desk
Use Five Whys to distinguish symptoms from process causes in repeated document errors.
A learner arrived for a road test without the required permit copy, causing a reschedule and a refund request. Five Whys traces a recurring problem through cause-and-effect until the team reaches a process condition it can change. Stopping at 'front desk forgot' creates a reminder, not a fix. Reminders decay because they leave the same process trap in place. Before Manager sends a stern reminder: 'Check documents carefully before road tests.' After Booking cannot move to road-test-ready status until permit, ID, payment, and vehicle document fields are green. Why 1 Why was the test rescheduled? The permit copy was missing…
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