Use Five Whys to move from a product symptom to a fixable process cause.
Customers report icy vanilla texture on two consecutive evenings. Five Whys drills from symptom to process cause so the countermeasure prevents recurrence. The trap is stopping at employee error, such as someone left the lid open, instead of asking why the workflow made that error likely during rush. Before Discard the tub, apologize, and tell scoopers to keep the lid closed. After Label backup pints, add a restock shelf rule, and reduce open-lid searching during rush. Why 1 Why is the vanilla icy? It partially thawed and refroze. The first why translates the complaint into a physical quality mechanism. Why…
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