service-diagnosis
Installation
SKILL.md
Service Diagnosis
Core principle: Diagnosis without measurement is opinion. Measurement without aim is vanity. Every improvement must state what gets better, for whom, and how you'd know.
Prerequisite
This skill reads an existing blueprint. Run service-design:service-blueprint first. The blueprint's lanes, moments of truth, and failure modes are the raw material for diagnosis.
Identify Fail Points
Mark fail points on the blueprint. For each, trace root cause across five categories:
| Category | What it catches |
|---|---|
| Policy | Rules that force bad outcomes — approval gates, eligibility traps, rigid scripts |
| Training | Staff lack knowledge or confidence to handle the scenario |
| System | Technical failures — downtime, latency, missing integrations |
| Handoff | Drops between teams, channels, or stages — no owner, no signal |
| Incentive | Metrics that reward behavior misaligned with customer outcomes |