The authors makes a good point about making sure you serve the customer needs not your own.
GETting Documents From CouchDB
How to conduct a Five Whys root cause analysis
A good explanation of the technique with real world examples. One point that didn't get enough focus is the need for trust in the organization. Without the "respect for people pillar" this will just be a exercise in futility (e.g. the Toyota Half-Way).
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