Run 5 Whys on Duplicate Accounts
Use 5 Whys to identify a fixable root cause behind duplicate account creation.
Duplicate accounts keep appearing after each cleanup sprint. The visible defect is duplicate creation, but the team needs the process condition that causes it. 5 Whys: follow cause and effect until the answer points to a fixable process condition. The common trap is stopping at a person-level label like "reps are careless." That may feel satisfying, but it does not explain why the system allows the same defect to recur. Why 1 Why did duplicate accounts appear? Reps created new accounts instead of attaching opportunities to existing records. This identifies the action, but not the cause. Do not stop here.…
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