Concept
The Five Whys is a problem-solving method that involves asking “why” five times in order to uncover the root cause of a problem. The goal is to go beyond identifying symptoms of a problem and instead identify the underlying cause. The technique was developed by Sakichi Toyoda, the founder of Toyota Industries.
The process starts by identifying a problem and then asking “why” the problem is occurring. The answer to that question then becomes the basis for the next question, and so on, until the root cause of the problem is identified. For example, if a car is not starting, the first “why” question might be “why is the car not starting?” The answer might be “because the battery is dead.” The next question would then be “why is the battery dead?” The answer might be “because the alternator is not working.” The process continues until a fundamental cause is identified.
The five whys method is a simple yet powerful tool for problem-solving, root cause analysis and continuous improvement. It can be used to solve problems in any area of an organization, from manufacturing and engineering to customer service and sales. It is also an effective tool for teams to use when working together to solve problems, as it encourages active listening and helps to identify different perspectives on the problem.
The five whys method is not limited to only five questions. It is just a rule of thumb and depending on the complexity of the problem, more questions may be needed. The key point is to keep asking “why” until the underlying cause of the problem is identified. Once the root cause is identified, the solution can be more effective and the problem will be less likely to recur.
Application
Quality Control: A manufacturing company is experiencing a high number of defects in their products. By using the Five Whys method, they can determine the root cause of the problem. For example, the first why might be “Why are there so many defects in our products?” The answer might be “because the machines are not properly calibrated.” The next question would then be “Why are the machines not properly calibrated?” The answer might be “because the operators are not properly trained.” By identifying the root cause, the company can then take action to address the problem, such as providing additional training for the operators.
Sales: A sales team is not meeting their sales targets. By using the Five Whys method, they can determine the root cause of the problem. For example, the first why might be “Why are we not meeting our sales targets?” The answer might be “because we are not closing enough deals.” The next question would then be “Why are we not closing enough deals?” The answer might be “because our sales pitch is not effective.” By identifying the root cause, the team can then take action to improve their sales pitch and close more deals.
Customer Service: A company is receiving a high number of complaints from customers about their product. By using the Five Whys method, they can determine the root cause of the problem. For example, the first why might be “Why are we receiving so many complaints from customers?” The answer might be “because the product is not meeting their expectations.” The next question would then be “Why is the product not meeting their expectations?” The answer might be “because we did not conduct enough research on customer needs.” By identifying the root cause, the company can then take action to conduct more research and improve their product to better meet customer needs.
Finance: A company is not meeting their financial targets. By using the Five Whys method, they can determine the root cause of the problem. For example, the first why might be “Why are we not meeting our financial targets?” The answer might be “because our expenses are too high.” The next question would then be “Why are our expenses too high?” The answer might be “because we are not effectively managing our expenses.” By identifying the root cause, the company can then take action to improve expense management and meet their financial targets.
Supply Chain: A company is experiencing delays in receiving raw materials. By using the Five Whys method, they can determine the root cause of the problem. For example, the first why might be “Why are we experiencing delays in receiving raw materials?” The answer might be “because our supplier is not delivering on time.” The next question would then be “Why is our supplier not delivering on time?” The answer might be “because there is a problem with their logistics.” By identifying the root cause, the company can then take action to work with the supplier to resolve the logistics issue and minimize delays in receiving raw materials.
Further reading:
- The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer by Jeff Liker. This book provides an in-depth look at Toyota’s management practices, including the Five Whys method and how it is used in the company.
Contributor:
Will Bachman
