Maury redesigned the reservation system for a hotel. His proposal streamlined the process and rationalized the prices for a variety of services. However, he failed to take into account the special favors that the bell captain received from some patrons. Without these favors, the bell captain no longer cared for the welfare of the guests. Business fell by 50 percent within six months since the majority of the guests were unhappy and avoided revisits. What mistake did Maury commit in the diagnosis phase of the intervention