Running or managing a business requires continuous problem-solving and decision-making processes. We have already discussed root cause analysis, and one of the tools we mentioned was the “5 Whys” method as an analysis tool.

So, here we will cover the 5 Whys method that can help you identify the root causes of the problems and prevent the appearance of the same problem in the future.

What is Root Cause Analysis?

As we discussed in the previous article, root cause analysis is a problem-solving method usually used to identify the underlying cause of a problem. This analysis involves digging deep to reveal the root cause of an issue, layer by layer.

The main goal of the whole process is to identify the root cause of a problem and develop effective solutions. The main difference here is that these solutions will not only solve the symptoms or the effects of the problem on your company but also ensure that the same problem will not occur again.

What is 5 Whys Analysis?

The 5 Whys technique is a problem-solving method to analyze root causes by a simple step-by-step process where you ask five times “why” questions about the problem you want to solve.

So, you have a problem, and you want to start using some analysis tools to discover real reasons for the problem. The great way to start is to start with the 5 Whys technique by asking the first “why” question, “Why do I have such a problem in the process?” After you respond to it, you must repeat the whys technique four times for each of your previous responses. Remember that you don’t need to follow the rule five times because you can continue and ask more than five whys if you don’t get to the root cause. Or you can have less than five times if you get to the root cause earlier.

One of the most significant advantages of this powerful tool is that the 5 Whys process is so simple because you must have a problem statement as a starting point to solve the problem you’re facing for the process and then ask why five times. Each subsequent response brings you closer to the root cause, and the method’s goal is to get to the root cause of the problem.

You can use the tool not only for business problems but also in any type of problem, setting, or industry. So, you can also use 5 Whys to improve your personal life and solve personal problems.

For example, if your problem is that you can not get up early in the morning, and you use the five whys analysis, you can ask the following question: “Why can I not get up early in the morning?” So, let’s say your response is: “I go to bed too late.” Then, you can ask the second “why” question: “Why do I go to bed too late?” And your answer may be: “Because I spend too much time on my phone before going to bed.” Next, ask a third “why” question: “Why do I spend too much time on my phone before going to bed?”

As you can see, by asking “why” questions more times, you can identify the root cause of your problem. For our example, maybe it’s a habit or addiction that needs to be addressed.

Related: Essential Process Improvement Toolbox: Top Tools to Improve Efficiency and Productivity

Origin and Evolution of the 5 Whys Method

The 5 Whys method was originally developed by Sakichi Toyoda, the founder of Toyota Industries, as a process to solve business problems. The method became widely used in Toyota Motor Corporation and is still used today in various organizations and industries across the world.

Taiichi Ohno, the architect of the Toyota Production System, describes the five whys as “the basis of Toyota’s scientific approach.” He continues that they “ask why five times whenever we find a problem… By repeating why five times, the nature of the problem as well as its solution becomes clear.”

The 5 Whys technique is an integral part of the Toyota Production System (TPS). It has been credited with helping Toyota become one of the most successful and efficient car manufacturers in the world.

Benefits of the 5 Whys Method

The five whys technique has many benefits, and here I will share what I think are the biggest ones:

1. Find the root cause. The 5 Whys gets to the bottom of a problem because it helps you find the root cause, not just the symptoms. By asking why five times, it makes you look beyond the obvious answers. If you don’t find the root cause and solve it, you won’t be able to solve the problem.
2. It’s simple and cheap. The method is cheap because it requires no special tools or expensive training. It just requires a curious mind and an open environment where people feel comfortable asking questions and sharing ideas.
3. It prevents the problem from happening again. The 5 Whys can prevent similar problems from happening in the future by finding the root cause. It allows for proactive solutions rather than reactive ones.
4. Encourages continuous improvement. The 5 Whys is not a one-off fix but a continuous improvement process. You can find new ways to improve processes, systems, and overall performance by asking why continuously.
5. Cross-industry applicable. The 5 Whys is universal and can be applied to any industry or business problem, such as manufacturing, healthcare, technology, etc.

How to Perform 5 Whys Problem Solving Method

You can conduct the 5 Whys technique using the following steps:

1. Identify the problem

The first step is to identify the problem that needs to be addressed. This can be a specific issue, such as a customer complaint or a recurring production error. The method requires a thorough understanding of the problem and its symptoms.

Let’s say, for example, you have slowly lost your customer base in the last several years, which has reduced your small business’s income and profitability. So, you want to analyze the problem and locate and target the right reasons for this.

The output of this step must be a clearly defined problem statement, and in our case, let’s say that it will be: I lose 10% of my customers each year in the last three years. The more clearly you define the problem statement, the easier it will be to conduct the full 5 Whys analysis.

2. Assemble a team

In the second step of this process, you must create a team of people who will help you conduct the 5 Whys method. You must ensure that your team is composed of individuals who are directly involved in the processes related to the problem and have enough knowledge and experience about it. It is crucial not only to have a team but also to have a team that will help you find the real reasons for the problem you want to solve.

If you solve your own private problems, or you are still a small business without many employees who can be part of your team, you can go directly to the third step after the first one.

3. Ask “Why?”

Start by asking why the problem occurred. This should be done in an open-ended manner to encourage creativity and critical thinking.

If you ask, “Why do I lose 10% of my customers each year?” Some responses can be, “My competitors have better prices,” “They provide better customer services,” etc.

As you can see, multiple root causes or reasons can exist, and for each of them, you must continue with the second “why” question.

4. Repeat asking “why” four more times

You can not be satisfied with the response after the first why because you want to gain a deep understanding of the problem after conducting this comprehensive analysis. So, after each answer, ask “why” again for the new answer. Continue this process at least five times until you reach the real root cause.

Let’s continue with our example related to customers to explain this step of the 5 Whys technique:

Second Why Question

For our example, let’s take the first response from the first “why”: My competitors have better prices.

So, the second question that I must ask is: “Why do my competitors have better prices?” As you can see, the second “why” encourages me to think deeply about the reasons, not making conclusions based on intuition. So, the answer to the question can be that your competitors have a better business model, lower operations costs, or a larger customer base, allowing them to offer discounted prices.

Third Why Question

If we continue with the third “why” question for the response that your competitors have lower operations costs, I would ask: “Why do my competitors have lower operations costs?” The answer could be that they have more efficient processes, better-trained employees, or a simplified supply chain.

Fourth Why Question

The fourth “why” question for the response of more efficient processes could be: “Why did my competitors have more efficient processes?” The answer may be that they have invested in better technology, implemented lean practices, or they are constantly reviewing and optimizing their processes.

Fifth Why Question

Digging even deeper with the fifth “why” question for the response to implementing lean practices could be: “Why did my competitors choose to implement lean practices?” The answer could be that they wanted to reduce waste, improve efficiency, or increase their competitiveness.

Now, the question is, what’s next when you come to the root cause? You can see that you can have multiple responses, and for each response, you continue to ask the question, “Why.” Also, you are allowed to continue asking “why” questions until you come to a comprehensive understanding of the real reasons why you lose your customers, for our example.

As you can see, continuously asking “why ” can help you dig deeper and uncover the underlying reasons for your initial problem or situation. In our case, this process helps you better understand your competitors’ strategies and how you can improve your own business processes and practices.

5. Determine Root Causes

Once you have asked “why?” multiple times and reached a point where no further explanations can be given, you have most likely identified the root cause of the problem.

For example, you could implement lean practices or total quality management principles to improve your processes and product quality and reduce your operations costs. In this way, the 5 Whys process will drive continuous improvement in your small business.

6. Brainstorm Possible Solutions

Now that you know the underlying causes, it’s time to brainstorm potential solutions with your team. Encourage everyone to share their ideas and consider all options. This is where creativity and out-of-the-box thinking can be beneficial.

Remember that not all solutions may be feasible or realistic, but it is important to collect as many ideas as possible.

7. Evaluate and Choose the Most Effective Solutions

In the seventh step, you must analyze and assess each of the proposed potential solutions based on their feasibility, cost, impact, and effectiveness. Then, you must decide on a solution that addresses the root cause and meets your selection criteria.

You can simulate various scenarios, conduct scenario analysis, and gather data to support your decision.

8. Implement Changes and Monitor the Progress You Achieve

After you identify the root causes and evaluate and select the right solution for the problem you want to solve, you must implement the solution to eliminate the root cause of the problem. So, you must create an implementation plan and assign responsibilities and timelines to your team members.

Also, you need to monitor progress in order to ensure that the changes you’ve made are effective and bring the desired results for your business.

Simply measuring performance and results will help you determine if the chosen solution effectively solves the problem. Even though this step is not part of the 5 Whys process to determine the root cause of the problem, I still think that it is important for the success of your analysis process. Ultimately, why will you analyze something if you don’t implement what you have learned by analysis?

What Type of Problems Can You Solve Using a Root Cause Analysis Tool?

5 Whys tool can be used to solve a wide range of scenarios and problems, including issues with product quality, process inefficiencies, safety incidents, customer complaints, crisis management, etc. Essentially, any problem that has multiple contributing factors and requires a deeper understanding of the underlying causes can benefit from such an analysis.

There are successful examples of conducting 5 Whys in various industries such as manufacturing, healthcare, finance, and even in personal life situations. For example, the method has also been used in project management to identify and address the root causes of project delays. Also, it has been used to solve complex problems, such as equipment failures or medical errors.

Frequently Asked Questions About 5 Whys

Conclusion

As you can see, the 5 Whys method is a powerful tool for root cause analysis because it provides you with a comprehensive understanding of a problem and helps you identify the root cause.

The method promotes critical thinking and a holistic understanding of a problem. It can be applied in any industry, including healthcare, to effectively solve complex and recurring problems.

Simply, 5 Whys is a valuable tool for problem-solving efforts and continuous improvement.