Root-cause talk on the housing-intake ART is that people are lazy. How should the Scrum Master / Team Coach redirect the analysis?
Select an answer to reveal the explanation.
Short Explanation
"People are lazy" is a character review, not a root cause. Housing intake delays live in batches, handoffs, and policies. Put the system on a fishbone or 5 Whys and leave the personality labels off the board.
Full Explanation
Root-cause analysis on systems uses structured methods such as fishbone or 5 Whys—not character judgments like “people are lazy.” Housing-intake ARTs that personalize causes create fear and miss process, policy, and load drivers. The Scrum Master / Team Coach redirects to system causes so countermeasures can change intake flow for applicants. Character diagnoses belong outside this workshop.
Recording “lazy people” as the official root cause closes learning. Starting individual performance reviews during the workshop as the countermeasure turns I&A into HR theater. Asking HR to confirm a character diagnosis before continuing institutionalizes blame.
Exam caveat: system causation over personal labels in problem-solving. Operational check: if housing talk turns to character, switch to a fishbone on process, tools, skills, and demand.
Municipal ARTs feel problem-solving workshop quality as clearer permits, fairer housing intake, steadier water billing, and fewer blame cycles in public service. Facilitate evidence-based causes, restated problems, owned experiments, and follow-through into iteration events so residents experience the improvement. Re-check the improvement backlog at the next team sync.