The Process Broke Here
The Process Broke Here: start with the handoff
Before blaming the person at the end of a process, it is worth asking what information, incentive or constraint they inherited from the step before.
The Process Broke Here
The visible problem is not always where the system failed.
This series looks for the handoff, incentive, constraint or missing information that actually changed the outcome.
The Process Broke Here
A useful question: what would change my mind?
If I cannot describe the evidence that would disprove my explanation, I may be defending a story rather than testing a hypothesis.