The 5 Whys technique is a simple yet powerful problem-solving tool used in root cause analysis. It involves asking “Why?” repeatedly (typically five times) to drill down into the underlying causes of a problem.
By identifying and addressing the root cause rather than just symptoms, businesses can implement more effective and lasting solutions.
Here’s a comprehensive guide to applying the 5 Whys technique, including real-world examples and practical steps for your startup.
Understanding the 5 whys technique
The 5 Whys technique was developed by Sakichi Toyoda and is part of the Toyota Production System, which underpins Lean Manufacturing. The technique’s core idea is that asking “Why?” repeatedly helps uncover the root cause of a problem, allowing organizations to address the core issue rather than just the surface symptoms.
The process is straightforward:
- Identify the problem: Clearly state the problem you’re facing.
- Ask “Why?”: Determine why the problem occurs.
- Ask “Why?” again: Continue questioning until you reach the root cause.
- Implement corrective actions: Develop solutions to address the root cause.
- Verify effectiveness: Ensure the solutions are effective in preventing the problem from recurring.
Step-by-step guide to applying the 5 whys
- define the problem Start by clearly defining the problem you’re experiencing. Make sure the problem statement is specific and focused. For example, if sales have dropped unexpectedly, your problem statement might be: “Sales have decreased by 20% over the last quarter.”
- ask “why?” for the first time Ask why the problem is occurring. This first “Why?” will lead to an answer that explains a possible cause of the problem. In the example of declining sales, you might ask, “Why have sales decreased by 20%?” The answer could be: “Because customer complaints about product quality have increased.”
- ask “why?” again Take the answer from the previous step and ask “Why?” again to delve deeper. If the answer to the first “Why?” was that customer complaints have increased, you would ask, “Why have customer complaints about product quality increased?” This might reveal that “The recent batch of products had a manufacturing defect.”
- repeat the process Continue asking “Why?” until you uncover the root cause. Each answer should lead to another question. For instance, if the answer to the second “Why?” was that there was a manufacturing defect, ask, “Why was there a manufacturing defect?” The answer might be, “Because the quality control checks were not properly implemented.”
- implement corrective actions Once you reach the root cause, develop and implement corrective actions to address it. For the example above, if the root cause is poor quality control, corrective actions might include revising the quality control procedures, training staff, and implementing more rigorous inspections.
- verify effectiveness After implementing the solutions, monitor the situation to ensure that the problem does not recur. This step is crucial for validating that the root cause has been effectively addressed.
Real-world examples
example 1: automotive industry
Problem: A car manufacturer experiences frequent engine failures.
First “Why?”: Why are engine failures occurring?
Answer: Because the engines are overheating.
Second “Why?”: Why are the engines overheating?
Answer: Because the cooling system is failing.
Third “Why?”: Why is the cooling system failing?
Answer: Because the radiator is leaking.
Fourth “Why?”: Why is the radiator leaking?
Answer: Because the radiator was not properly sealed during manufacturing.
Fifth “Why?”: Why was the radiator not properly sealed?
Answer: Because the sealing process was not included in the quality control checks.
Corrective Actions: Implement a thorough inspection of the sealing process and improve quality control procedures.
example 2: e-commerce startup
Problem: An e-commerce startup notices a high rate of abandoned shopping carts.
First “Why?”: Why are customers abandoning their shopping carts?
Answer: Because the checkout process is too complicated.
Second “Why?”: Why is the checkout process complicated?
Answer: Because there are too many required fields and steps.
Third “Why?”: Why are there too many required fields and steps?
Answer: Because the checkout system was designed to collect a lot of data.
Fourth “Why?”: Why was the system designed to collect so much data?
Answer: Because the team wanted to gather comprehensive customer information for future marketing.
Fifth “Why?”: Why was gathering comprehensive customer information prioritized over a streamlined checkout process?
Answer: Because the team did not fully understand the impact of a complicated checkout on customer experience.
Corrective Actions: Simplify the checkout process, reduce the number of required fields, and focus on a better user experience while collecting only essential data.
Applying the 5 whys to your startup
- choose a problem to analyze Select a problem affecting your startup that you want to resolve. It could be anything from customer dissatisfaction to operational inefficiencies.
- engage your team Involve your team in the process to get different perspectives and insights. This collaborative approach can help uncover more accurate root causes.
- document the process Keep detailed records of each “Why?” question and answer. This documentation will help track the problem-solving process and ensure that all aspects are considered.
- focus on data and evidence Base your questions and answers on data and evidence. This ensures that your analysis is grounded in reality and not just speculation.
- review and refine After implementing solutions, review the effectiveness regularly. Make adjustments as needed to ensure the root cause is fully addressed.
- build a problem-solving culture Encourage a culture of continuous improvement in your startup. Use the 5 Whys technique as part of your regular problem-solving toolkit to foster a proactive approach to issues.
By systematically applying the 5 Whys technique, you can identify and address the root causes of problems in your startup, leading to more effective solutions and improved overall performance.