Define the problem before chasing causes

The move: name the observed gap before naming the cause. Root-cause analysis starts with a nonconformance: a real difference between what happened and what should have happened. If the first sentence already contains a suspected cause, the investigation inherits that bias. A precise problem statement protects the work by making the target visible and testable. Use four anchors. First, name the object: the order, ticket, release, claim, report, or handoff. Second, name the defect: late, wrong, missing, duplicated, failed, or out of tolerance. Third, name the segment: where, when, which customer type, which shift, which product, which workflow. Fourth, name…

Sign up free — one personalized lesson every day, matched to your role and goals.

Already have an account? Sign in