Use fishbone categories to invite process causes without making Ravi defend his people.
Ravi R Production lead 1 Name evidence 2 Invite knowledge 3 Commit test Conversation at the gemba 20 sec The moment Ravi’s line missed pack accuracy again. He says, "My team is being blamed for upstream label changes." The words you choose decide whether people defend themselves or help improve the process. 2x rework spike 48h customer promise
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