I think you did not read that part.

> The SVP wasn't interested in understanding how the issue happened or who was involved. They didn't want to be convinced that everyone involved behaved reasonably. That's a baseline expectation.

Their question became:

“Given that reasonable people produced this outcome, what needs to change?”

Of course you have to know the problem, but he trust and excpect a sulution from them. So this does just work this way, if you can trust the people. If not, then the top person has to check the solution for himself.