Ask yourself: “Who should do what differently?” I often hear people complaining about a particular outcome without attempting to understand the machine that caused it. In many cases, these complaints come from people who are seeing the cons of some decision but not the pros and don’t know how the Responsible Party weighed them to come to a decision. Since all outcomes ultimately come from people and designs, asking yourself “Who should do what differently?” will point you in the direction of the kind of understanding that you need to actually change outcomes in the future (versus just chirping about them).

Identify at which step in the 5-Step Process the failure occurred. If a person is chronically failing, it is due to a lack of training or a lack of ability. Which is it? At which of the five steps did the person fail? Different steps require different abilities and if you can identify which abilities are lacking, you’ll go a long way toward diagnosing the problem.

Identify the principles that were violated. Identify which principles apply to the case at hand, review them, and see if they would have helped. Think for yourself which principles are best for handling similar cases. This will help solve not only this problem but other problems like it.

Avoid Monday morning quarterbacking. Evaluate the merits of a past decision based not on what you know now but only on what you could have reasonably known at the time the decision was made. Every decision has pros and cons; you can’t evaluate choices in retrospect without the appropriate context. Do this by asking yourself, “What should a quality person have known and done in that situation?” Also, have a deep understanding of the person who made the decision (how they think, the type of person they are, whether they learned from the situation, and so on).
