Use Five Whys on a missed transfer
Use Five Whys to identify a process-level cause of a missed guest transfer.
A family waits at Terminal 1 while the transfer driver waits at Terminal 3 for the second Friday in a row. Five Whys keeps asking why until the team reaches a controllable process cause. The common trap is stopping at 'the driver went to the wrong place,' which creates blame but no prevention. Before Ops tells drivers to be more careful and sends an apology to the guest. After The booking form requires terminal, the manifest flags airline terminal changes, and dispatch confirms terminal three hours before pickup. Why 1 Why was the guest missed? The driver waited at the…
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