Use 5 Whys for missing certificates
Use 5 Whys to identify a process root cause behind repeated missing jewelry certificates.
A diamond ring is ready for pickup, but the grading certificate is missing from the envelope for the third time this month. Five Whys: ask why repeatedly until the team reaches a controllable process cause. Common trap: stopping at 'the associate forgot' and issuing a reminder that does not change the handoff. Why 1 Why was the certificate missing? It was not in the repair pickup envelope when the ring returned from setting. Start with the visible defect, not the person. Why 2 Why was it not in the envelope? The certificate arrived later than the ring and was placed…
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