One of the quickest, simplest approaches to performing root cause analysis (finding the answers for why something happened the way it did) is to use the 5 whys technique.
Using this approach, you write a statement that contains the problem or question you want to resolve. Next you ask ‘why?‘ to the statement and write the answer. If that is not the root or cause you’re looking for, you ask ‘why?’ and continue to answer the question ‘why’ until you get to the root cause and can go no further. The significance of the number 5 is that’s the average number of times you need to ask ‘why?’ to get to the root cause.
Problem: Your client is refusing to pay for the leaflets you printed for them.
- Why? The delivery was late, so the leaflets couldn’t be used.
- Why? The job took longer than we anticipated.
- Why? We ran out of printer ink.
- Why? The ink was all used up on a big, last-minute order.
- Why? We didn’t have enough in stock, and we couldn’t order it in quickly enough.
Counter-measure: We need to find a supplier who can deliver ink at very short notice.
You can use the 5 Whys in troubleshooting, quality improvement and problem solving, but it is best for simple or moderately difficult problems.
It’s important to note that the purpose of the 5 whys isn’t to place blame, but rather to uncover the root cause of why something unexpected occurred. Additionally, it helps a team create small, incremental steps so that the same issue doesn’t happen again (to anyone).
Summing-up: If you don’t ask the right questions, you don’t get the right answers. A question asked in the right way often points to its own answer. Asking questions is the ABC of diagnosis. Only the inquiring mind solves problems.
