2023

5 Whys Method
QUALITY CAPSULE
ISLAM ABED EL WAHAB ARID, MQM, RN, CCT, CPHQ, PHD(C)
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5 Whys Method
• Introduction:

o Today, we're diving into a crucial topic that applies to project management and
various aspects of life and work. We'll be discussing the concept of unforeseen
problems, their underlying causes, and a powerful problem-solving technique
known as the "Five Whys" analysis process.
o Unforeseen problems are issues or challenges that arise unexpectedly during a
project, task, or process. They can disrupt workflow, cause delays, and negatively
impact outcomes. These problems often manifest as symptoms of underlying root
causes and addressing only the symptoms without identifying and resolving the
root cause can lead to recurring issues.
o The Five Whys method enables the discovery of the underlying cause of an issue
through a series of "Why" questions asked five times. This inquisitive approach
stands out as a highly effective tool for conducting root cause analysis within the
realm of Lean management.

• Origin of 5 Whys

o So, let's start with the roots of the 5 Whys method. Sakichi Toyoda, the visionary
behind this technique, believed in a scientific approach to problem-solving. His
philosophy was straightforward but profound: whenever you encounter a
problem, ask "why" five times. By doing so, you can unveil the true nature of the
problem and, more importantly, find its solution.
o In the words of Taiichi Ohno, a key figure in the development of the Toyota
Production System, "The basis of Toyota's scientific approach is to 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." This succinctly captures the
essence of the method.
o But here's the crucial aspect of the 5 Whys technique – it's not just about asking
"why" repeatedly. It's about making informed decisions based on a deep and
insightful understanding of what's truly happening on the work floor. In other
words, it requires involving people with practical experience in the root cause
analysis process. These individuals are the ones who can provide invaluable
insights into any problem that arises within their area of expertise.

• What Is a 5 Why's Example?

o The 5 Whys method is not just a set of repetitive questions; it's a mindset, a
philosophy, and a systematic approach to problem-solving that was born out of
the Toyota Production System. It emphasizes the importance of understanding
the root causes, making informed decisions, and involving those with practical
experience to drive effective solutions in various domains of work and life.
o Imagine, for instance, you're facing an issue in your project or workflow. The 5
Whys method encourages you to go beyond the surface-level symptoms and dive
deeper, just like a detective following a trail of clues. By involving those who

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work directly with the process, you tap into their firsthand knowledge and
experience. They can shed light on the nuances, the intricacies, and the hidden
factors that might not be immediately apparent to someone looking at the
problem from a distance.
o It's quite common that what initially appears to be a technical issue can
ultimately be traced back to human and process-related problems. This is a key
insight that the 5 Whys method often uncovers. By systematically questioning
the problem and peeling back its layers, you may discover that the real issue lies
in miscommunication, inadequate training, flawed procedures, or other non-
technical factors.

Five Why’s analysis example

Here is an example of applying the 5 Whys.

Problem: We didn’t send the newsletter about the latest software updates on time.

Questions:

1. Why didn’t we send the newsletter on time? Updates were not implemented until
the deadline.

2. Why were the updates not implemented on time? Because the developers were still
working on the new features.

3. Why were the developers still working on the new features? One of the new
developers didn’t know the procedures.

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4. Why was the new developer unfamiliar with all procedures? He was not trained
properly.

5. Why was he not trained properly? Because the CTO believes that new employees
don’t need thorough training and they should learn while working.

o This analysis beautifully illustrates how the root cause of the initial problem
(newsletter delay) was quite unexpected. It was not a technical issue but rather a
process and human-related problem rooted in the CTO's belief about training for
new employees.
o this is a classic example of how organizations often focus on the product or
technical aspects of a problem while neglecting the human factor and underlying
processes. The 5 Whys technique, by encouraging deeper questioning, helps
unearth these hidden factors and provides a holistic view of the issue.
o Moreover, your note about "5" being just a number is essential. The number of
times you ask "Why" can vary depending on the complexity of the problem. The
key is to keep asking until you reach a point where further questioning doesn't
reveal any deeper causes. This flexibility ensures that you thoroughly explore the
issue and identify its true source.

• What Is a Five Why’s Template?

• A Five Whys template is a structured tool designed to facilitate the Five Whys
analysis process. It provides a systematic framework for asking a series of "Why"
questions in order to identify the root cause of a problem and guide problem-solving
efforts. Here's a breakdown of what a basic Five Whys template might include:

o What is the problem?

▪ This is where you start by clearly defining the problem or issue you want
to investigate. It serves as the initial point of reference for the analysis.
o Why did the problem occur?
▪ The first "Why" question aims to uncover the immediate cause or reason
for the problem. It's the surface-level explanation.
o Why did the reason in question 2 happen?
▪ Building on the previous answer, this question delves deeper into the
underlying cause of the initial reason provided.
o Why did the reason in question 3 happen?
▪ Continuing the iterative process, this question further probes into the root
cause behind the answer to question 3.
o Why did the reason in question 4 happen?
▪ The fifth and final "Why" question aims to reach the ultimate root cause
of the problem. It's often where you uncover the fundamental issue that
needs to be addressed.
o The beauty of a Five Whys template lies in its structured approach. By following
this sequence of questions, you can systematically trace the problem back to its
origin. The iterative nature of the model allows you to peel away the layers of
causality until you identify the core issue.

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o It's important to note that while the basic template includes five "Why"
questions, you can adapt and expand it based on the complexity of the problem or
specific requirements. You may need to ask more than five "Why" questions in
some cases to thoroughly explore and understand the problem.

• How Do You Perform 5 Whys Analysis?

o Performing a 5 Whys analysis is a systematic process aimed at identifying the

root cause of a problem and implementing effective solutions. Here are the steps
involved in conducting a 5 Whys analysis:

1. Form a Cross-Functional Team

o Assemble a team of individuals from various departments or areas within your

organization.
o Ensure that each team member is knowledgeable about the process or issue
under investigation.
o The diversity of perspectives within the team can provide valuable insights.

2. Define the Problem

o Have a discussion with the team to formulate a clear and concise problem
statement.
o Define the scope of the problem to ensure focus during the analysis.
o A well-defined problem statement sets the groundwork for the investigation.

3. Start Asking "Why"

o Appoint a team leader or facilitator responsible for guiding the process.

o The facilitator will initiate the questioning by asking "Why" and encouraging the
team to provide answers based on factual data rather than emotional opinions.
o Advice 1. Don’t ask too many Whys. If you keep going, you may end up receiving
tons of unreasonable suggestions and complaints, which is not the purpose.
Focus on finding the root cause.
o Advice 2. Sometimes there could be more than one root cause. In these cases, the
5 Whys analysis will look more like a matrix with different branches. This may
even help you detect and eliminate organizational issues that have permanent
negative effects on overall performance.

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Visualization of a 5 Why’s analysis including multiple root causes

4. Act on the Root Cause

o Once the team identifies the root cause(s), it's time to devise corrective actions.
o Engage all team members in a discussion to determine and implement the most
effective solution to prevent the problem from recurring.
o Assign responsibility for executing the chosen actions and monitor the process.

5. Monitor the Effects

o After a reasonable period, reconvene the team to evaluate whether the

implemented actions had a positive impact.
o If the problem persists or new issues arise, be prepared to revisit the 5 Whys
process to identify the correct cause and implement further improvements.

6. Document the Process

o It's crucial to document the entire analysis process, including the identified root
cause(s) and the actions taken.
o Share this information across the organization to provide insights into different
types of problems and their solutions.
o This documentation can serve as a valuable resource for continuous
improvement efforts.

When To Use Five Why’s Analysis?

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o The 5 Whys analysis is a versatile tool that can be used in various situations and
industries to address problems, improve processes, and drive continuous
improvement. Here's when you should consider using the 5 Whys analysis:
o Troubleshooting and Problem-Solving: When you encounter issues or problems in
a system, process, or project, the 5 Whys can help identify the root cause of these
problems and guide you toward effective solutions.
o Preventing Recurring Failures: Use the 5 Whys to prevent the recurrence of
problems by addressing their underlying causes. This can save time and
resources in the long run.
o Continuous Improvement: Implement the 5 Whys as a part of your organization's
continuous improvement efforts. It encourages team members to share their
insights and ideas for making processes more efficient and reliable.
o Complementary Analysis: The 5 Whys can be used in conjunction with other
cause-and-effect analysis methods, such as Failure Mode and Effects Analysis
(FMEA) or Root Cause Analysis, to provide a more comprehensive understanding
of complex issues.
o Six Sigma Methodology: In the context of Six Sigma process improvement
methodology, the 5 Whys is frequently employed to uncover the root causes of
process roadblocks, defects, or quality issues. It helps guide quality improvement
efforts.
o Quality Control: Organizations focused on quality control can use the 5 Whys to
identify and address factors contributing to defects, deviations from standards,
or customer complaints.
o Cross-Functional Teams: The 5 Whys can be particularly useful when problems
involve multiple departments or teams. It brings together diverse perspectives to
tackle complex issues collaboratively.
o Project Management: Incorporate the 5 Whys into your project management
approach to address unexpected project delays, scope changes, or quality issues.

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