[Tervuren]

Supposed you made "Is it plugged in properly?" the first technical support direction that is taken about anything involving a device that needs to be plugged in properly to work.

The guys in charge of asking the question decide to just skip asking it.

If the most common problem was whether or not it is plugged in, and making this the policy to be the first thing to address did not shorten call time, would you give up on the idea of putting the most common problem first as "not working", or would you perhaps see if the reason for failure might lie with whether the question was actually being asked or not?

If your call guys aren't bringing the topic up first, then concluding bringing the most common problem up first doesn't work reflects an inability to check between a plan being flawed, and execution being flawed.

This extends beyond people not wanting to admit their own mistakes, this inability to comprehend nuances of execution as a reason for success/failure can extend to a manager that saw call time not decrease when a new policy on first item to address with customers was made. The manager wasn't the one ignoring the policy, but the manager decides the "policy failed".