5 Why Simple Problem-Solving Primer

The ‘5 Why’ root cause analysis tool is a very useful way of analysing a problem. ‘Why’ is a very important word in problem solving. ‘Why’ really means ‘For what reason does the problem exist?’.

There are only 2 main steps of problem solving using a simple 5 Why, however, each step can be further broken down into many useful parts.

First is the analysis stage. Analysis means to "examine a problem and think about it". Deceptively simple, right? This often involves going to the Gemba - the actual place the work is done. I often equate this to Sherlock Holmes studying the scene of a crime - every detail matters at this stage. Often something that might be considered benign is actually a contributing factor in causing the problem. Having the right people involved, including the people working in the problematic area, is required.

The second is solutions. By solutions, we mean to try and solve, resolve, or even just mitigate the problem. One simple tool, which does NOT require an advanced degree is simply asking "Why?". Even my kids can do this, as kids so often do, and can often get either to the root of something or not with a non-answer like "Because". Try not to do this with your kids, your employees, or coworkers.

So, if using the 5Y technique, a clear problem statement would be of benefit, as it will clearly surface the problem; describe the issue using fact-based language, be free from bias, assumption, or emotion. We do NOT use the 5 Why to blame people; but blaming the process is somewhat warranted as it was used to create the issue!

Asking the "right" questions. Actually, we are conditioned in school and in life that there is only one "right" answer. We need to dispel that myth. There are many ways to do things, and so logically, there can be many solutions. If you ask a few people to do a 5Y on the same issue, you may get many diverse thought processes represented, with the only commonality being the starting question!

Intelligently ask, why, as many times as is required. It may be 3, or 6, or perhaps more. 5 is usually enough though.

For example:

Q1.) Why was Murphy late getting to work?

A1.) Murphy's alarm didn't work at home.

Q2.) Why didn't Murphy's alarm at home work?

A2.) Murphy's alarm didn't have any power at some point in the night.

Q3.) Why didn't Murphy's alarm have any power?

A4.) Murphy's house had a power outage at some point in the night.

Q5.) Why doesn't Murphy's alarm still work through a power outage?

A5.) Murphy's alarm doesn't have a battery backup.

Solutions? Perhaps Murphy uses an alarm with a battery backup or perhaps he utilizes his smartphone as his backup alarm (as it has it's own battery backup).

The power of 5Y isn't 100% clear until you add mitigation steps at every level or change it up to PROACTIVELY problem-solve.

Someone, perhaps Murphy, may intuitively know that his alarm doesn't have a battery backup, and have asked himself "What if the power goes out?" or a similar question. In this case the 5Y is actually the 5 "Undesirable Effects" list, or 5 "What if's", AHEAD of a potential problem. I equate this to getting all the "Ya, but...." people to help ask these questions (and the potential answers).

These types of people can actually be quite useful in any organization!

Q1.) What if my alarm doesn't go off?

A1.) If my alarm doesn't go off, I may be late for work.

Q2.) What would cause my alarm not to go off and be late for work?

A2.) A power outage might cause my alarm to lose the time, and make me late for work.

Q3.) What would cause my alarm to lose time during a power outage?

A3.) My alarm has no battery backup, so that would make it lose time during a power outage.

Q4.) What if I have a backup alarm or a backup battery in case of a power outage?

A4.) My alarm or backup alarm will still work even during a power outage.

In this case, Murphy doesn't really need to go farther as the solution presented itself. Now he can implement it and never be late due to a power outage ever again.

But wait; there's more! At every single stage in both scenarios above, you can also ask a SECONDARY question, namely, "Is there a mitigation measure I can do to fix this temporarily, or forever?". Sometimes knowing your own habits and processes can come in handy. Murphy knows his bed can catch the early morning sun if he leaves the blinds open at night, and this should work well in the summer so he does that fix immediately every night as a habit, and when thinking of the other potential UDE's and upon further reflection, he sets a backup alarm on his smartphone and places it across the room on his dresser, where he has to physically get out of bed in order to turn it off.

These steps make the 5Y process a very powerful tool, not just for solving current problems, but also potential future ones. The only thing you may not know how to do is to PICK the best solution from many. And for that, you can use the PICK process. That's best left for another time.

So, what do you use as a simple problem solving tool?

What tricks do you use in order to form a habit?

What problems have you mitigated or fixed recently where you used a method? (What was that method?)

How do you pick the best solution to your problems?

Do you want a simple 5Y excel template?