5 whys

The "5 Whys" is a problem-solving methodology that focuses on identifying the root cause of an issue by asking "Why?" repeatedly until the underlying problem is identified. It is a straightforward technique developed by Sakichi Toyoda and was later integrated into the Toyota Production System. Although it's called the "5 Whys," it's not strictly limited to five questions; you keep asking "Why?" until you reach the root cause.

Procedure

• State the problem clearly.
• Ask "Why did this problem occur?"
• Based on the answer to the first "Why?", ask "Why?" again.
• Continue the process until you identify the root cause of the problem.
• Once the root cause is identified, implement corrective actions to prevent the problem from recurring.

Example of an organization's server unexpectedly shuts down

Problem: The server shut down unexpectedly.

• Why? The server overheated.
• Why did the server overheat? The cooling system failed.
• Why did the cooling system fail? The air filters were clogged with dust.
• Why were the air filters clogged with dust? They hadn't been cleaned or replaced in over a year.
• Why hadn't they been cleaned or replaced? There was no scheduled maintenance or reminder system in place.

Root Cause: The absence of a scheduled maintenance or reminder system for server upkeep led to the server's unexpected shutdown. Corrective Action: Implement a scheduled maintenance plan and set reminders for regular checks and replacements of crucial components.

Example of low response time on a company's e-commerce website

Problem: The e-commerce website is responding slowly.

• Why? The server is experiencing high CPU usage.
• Why is the server experiencing high CPU usage? There's a spike in traffic.
• Why is there a spike in traffic? A promotional campaign was launched today.
• Why was the server not prepared for this spike given the promotional campaign? The marketing team didn't notify the IT department about the expected increase in traffic.
• Why didn't the marketing team notify the IT department? There's no established communication protocol for such events.

Root Cause: Lack of communication protocol between the marketing and IT departments led to the server not being prepared for a spike in traffic. Corrective Action: Establish a communication protocol between departments for events or campaigns that can lead to significant changes in website traffic.

By following the 5 Whys methodology in these examples, the organizations were able to pinpoint the underlying issues and take corrective action to prevent future problems.

Guideline document

• Department: [Department Name]
• Date: [Date]
• Facilitator: [Facilitator's Name]
• Team Members: [Names of those involved in the analysis]

1. Problem statement

Clearly define and describe the problem.

[Description of the observed problem]

2. The 5 whys

Start with the problem statement, and then proceed to ask "Why?" until the root cause is identified.

Why 1

Question: Why did [problem or outcome from the previous answer] happen?

Answer: [Answer to the first "Why?"]

Why 2

Question: Why did [outcome from the previous answer] happen?

Answer: [Answer to the second "Why?"]

(Continue the process as needed...)

3. Root cause identification

[Identified root cause after asking the series of "Why?" questions]

4. Corrective actions

• Proposed Action: [Suggested action to address the root cause]
• Responsible Person/Team: [Name/Team assigned to execute the action]
• Deadline: [Date by which the action should be implemented]

5. follow-up

• Review Date: [Date when the team will review if corrective actions have been effective]
• Status: [Pending/Completed/Effective/Ineffective]
• Notes: [Any observations or further recommendations]