Quotes in blame
Your purpose is to identify where in the process things go wrong, not who messed up. Look for systemic causes, not culprits.
If I were to command a general to turn into a seagull, and if the general did not obey, that would not be the general's fault. It would be mine.
If you can't stand the heat, get out of the kitchen.
Errors of omission, lost opportunities, are generally more critical than errors of commission. Organizations fail or decline more frequently because of what they did not do than because of what they did.
I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this:
94% belongs to the system (responsibility of management)
blame the process not the person. We need to ask, "how did the process allow this to happen?"
The important thing in my view is not to pin the blame for a mistake on somebody, but rather to find out what caused the mistake.
A bad system will beat a good person every time.
The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.
Every system is perfectly designed to get the results it gets.