Take a customer complaint through five-whys to the process failure behind it: the analysis, the fix at the right level, and the check that it stuck.
Root-cause this complaint: {{complaint}} (what the customer experienced, what we know about how it happened). Run 5-whys properly: start from the customer's experience, each why answered with evidence not guesses (flag where I'm assuming — and what to check), stop at a PROCESS answer not a person ('Dave forgot' → why was forgetting possible?), the branch handling (complaints usually have 2 contributing chains — trace both), then the fix at the right level: the immediate customer remedy, the process fix (the checklist item, the automation, the handoff change), and the too-expensive-to-fix honesty if the root cause isn't worth removing (then: the detection that catches it early instead). Finish: how we'll know in 60 days the fix held.
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