Friends,
While I agree that "operator error" is in many cases not a true root cause, let's keep in mind that most problems occur because of the
action and
inaction of people. And these folks my friends are often found in the higher ranks of the organization.
When a true, in-depth root cause analysis is conducted, are we ready and prepared to deal with the folks in the higher echelons?
"Fear" as pointed out by Dr. W. Edwards Deming is still rampant in most organizations. Speak the truth, be it about a root cause or other, and your future with the organization may be in serious jeopardy.
That's why most root causes are "safe" causes, possibly somewhat close to the truth, but still not pointing to what the heck is really going on.
As far as customer complaints is concerned, most problem solving efforts I have witnessed are more geared towards pleasing the person that initiated it. Again, no meat, no teeth.
Just my 2 euro cents....
Stijloor.