Ruling out process snags first is a more efficient way to respond, and it makes a huge difference in morale. Discipline is necessary only when someone intentionally ignores procedures, but if the procedures themselves are flawed, blaming can be destructive. So when complaint patterns emerge, make it your default position to backtrack through the system to find out the causes—not the who but the what. More often than you might suspect the glitch will turn out to be procedural. 2.
