Sequence containment, evidence collection, root-cause analysis, and corrective action for a quality defect.
The defect Duplicate invoices hit 47 accounts, and three functions want different first moves. Fast action matters, but the wrong fast action can erase the evidence needed to prevent recurrence. The sequence Contain -> preserve -> explain -> verify Use first principles to separate customer harm from causal learning. Then use 5 Whys and hypothesis tests to reach a process control. No repeat defect Never confuse refunding the symptom with fixing the system. 01 Contain 02 Root cause 03 Correct Step 1 The retry job may still be creating invoices. What is the best first action? Step 2
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