Problem investigation worksheet

Investigate problems affecting revenue, delivery capacity or retention before deciding where to intervene.

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Observed incident

Who did what, and in what situation?

Required result

What needs to be different, and for whom?

Records and scope

What records exist? Which cases do they represent?

A possible explanation

What mechanism could produce this incident?

Competing explanation

What other explanation would fit the observation?

Cases to compare

Include a case in which the problem does not occur.

Next observation

What would help distinguish the explanations?

Limits and people affected

What conditions and commitments must the solution respect?

Responsibility and review

Who will investigate, and when will the findings be discussed?

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