Typically, your frontline people are the first to experience problems in your company. Oftentimes small anomalies are overlooked or unreported to management because they seem normal to the frontline - “it always does that.” A thorough incident investigation reveals signals that had been missed for days, months and sometimes even years.
There’s a huge amount of frontline information and insight available if a company knows how to access it. Frontline employees should be problem-solving lookouts for your organization. The closer problem analysis is moved to the day-to-day work, the better an organization’s ability to respond and reduce the likelihood of catastrophic events. This is one of the advantages of 5-Why for the frontline.
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