Build a Five Whys chain that does not stop at symptoms
Construct a Five Whys chain that reaches a controllable process condition.
A customer received the wrong implementation checklist for the third time this month. Five Whys: symptom -> cause chain -> controllable process condition -> countermeasure The common trap is stopping at 'the CSM picked the wrong template.' That answer is true at the visible event level, but it is not yet useful kaizen. It points to the person who touched the defect, not the condition that made the wrong choice likely and undetected. Why 1 Why did the customer receive the wrong checklist? The CSM attached the legacy checklist instead of the new implementation checklist. This answer describes the immediate…
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