Do you think that the question “why” has a tendency to make people defensive?
Yes, it does and because of that it’s important that we set the ground rules on asking why, be respectful, and explain it carefully before launching into the 5 Whys. Historically, people may not have had good experiences when people…
Tracy is a Master Black Belt at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.
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