Sometimes you can get really bogged down in understanding what the real problem is - if that is the case try the 1-2-3 method.
- Is there a system in place for handling the task? If not, you have a systems problem - training won't help
- Is there a system and employees know how to use it, but don't follow it? If so you have a management problem.
- Is there a system, but employees don't really know what it is or how to use it? If so you have a training problem.