PROBLEM-SOLVING BASICS
THE 5-WHYS
The “5-whys” is an effective technique for root-cause analysis. It is a popular tool among analysts in the quest for finding hidden details in any matter. Although considered a divergent method of problem-solving among some analysts, it is very helpful in exploring the cause-and-effect relationships within a problem.
The Five-Whys (5Ys for short) was originally developed by the founder of Toyota in the 1930s, and it is still helpful in solving problems today. It is an iterative technique where the question “Why” is repeated as many as 5 times to unravel possible root causes.
The viability of this technique in most cases is directly linked to who is providing answers to the 5-Ys. If the questions are directed at persons who do not have substantial knowledge of the problem or the process that led to the problem, the analysis might end up being impotent. So, it is critical in root-cause analysis when the 5-Y technique is in use, to ensure that it is the people with sufficient knowledge who provide the needed answers.
This method is quite easy to deploy when there is a problem. Imagine the following scenario:
There has been a head-on collision between two saloon cars at a road intersection. The following questions can be asked:
- Why did the vehicles collide? One of the drivers was answering his phone.
- Why? He saw a call from his boss and thought he had to answer it.
- Why? He had fallen short on the timeline for an assignment.
- Why? The field officer who should provide a piece of critical information didn’t report to work.
- Why? He called in sick.
As you might have noticed, we can continue to the sixth and seventh whys. The important thing however is how we can look at the event a bit differently and might be able to find the root cause of the problem after asking the 5 whys. If we had not asked those whys, we would be doing what is called “jumping to solution” which is a very bad idea and does not help in the long run.
Since there is the possibility that the whys continue endlessly when not properly deployed, that is, it is non-converging, it is mostly preferred for moderately difficult problems. It however presents as a very useful start tool for more complex problems.
So, when next you see a problem, don’t “jump to a solution”; instead ask why at least five times.
T-for-thanks.
