1. Root Cause?
2. Why are there mistakes in the transaction processing?
3. Employees make mistakes during data input
   1. Have to use multiple programs
   2. Faxed forms unreadable
   3. Suboptimal design of order form
   4. Low skill level
      1. Suboptimal work allocation
      2. Low pay
      3. High turnover
   5. Overworked, tired
4. Bug in the program