Root-Cause Analysis

I like these concepts:

  • If something can go wrong, it will. (Murphy's Law)
  • People are, well, people. Everybody makes mistakes.
  • Everybody is doing the best job they can given their abilities and knowledge.
  • When mistakes occur, blame your process, not people.
and the approach:

  • Ask "why" five times
(from The Art of Agile Development: Root-Cause Analysis)