The 5 #Whys #problem-solving #technique
The 5 Whys concept is a problem-solving technique used to identify the root cause of an issue by asking “why?” five times.?
Identify the Problem: Clearly state the problem you are facing.
Ask Why: Ask why the problem occurred and write down the answer.
Repeat: Use the answer to ask the next “why” question.
Continue: Repeat this process five times or until the root cause is identified.
Address the Root Cause: Once the root cause is found, take corrective actions to prevent the problem from recurring.
Here’s a brief overview and these examples show how the 5 Whys technique can be applied across different industries to identify and address the root causes of problems effectively.?
Example : Customer Service Delay
Problem: A customer complaint was not resolved on time.
Why? - The customer service representative did not respond promptly.
Why? - The representative was overwhelmed with too many tasks.
Why? - There is a shortage of staff in the customer service department.
Why? - The hiring process has been delayed.
Why? - There is a bottleneck in the approval process for new hires.
Root Cause: Bottleneck in the approval process for new hires.
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Example : Software Bug
Problem: The application crashes frequently.
Why? - There is a memory leak in the code.
Why? - The code was not reviewed thoroughly.
Why? - The team was rushing to meet a tight deadline.
Why? - The project timeline was not realistic.
Why? - There was insufficient planning at the start of the project.
Root Cause: Insufficient planning at the start of the project.
Example : Healthcare Medication Errors
Problem: A hospital experienced frequent medication errors.
Why? - Nurses administered the wrong medication.
Why? - The medication labels were confusing.
Why? - The labeling system was outdated.
Why? - There was no regular review of the labeling system.
Why? - There was no dedicated team for process improvement.
Root Cause: Lack of a dedicated team for process improvement. By establishing a team to regularly review and update processes, the hospital reduced medication errors