5 Whys
A problem-solving technique to identify root causes.
Classification
- ComplexityLow
- Impact areaBusiness
- Decision typeDesign
- Organizational maturityIntermediate
Technical context
Principles & goals
Use cases & scenarios
Compromises
- Misunderstanding of the problem dimension
- Over-simplification of complex causes
- Lack of implementation of actions
- Conduct a retrospective.
- Document all steps.
- Involve all relevant team members.
I/O & resources
- Problem reports
- Records of previous issues
- Team meetings for problem-solving
- List of identified causes
- Documentation of solutions
- Reports on implementation of changes
Description
The 5 Whys method is a simple yet effective technique to determine the root cause of a problem by repeatedly asking why a problem occurs, typically five times. This helps identify deeper causes for sustainable solutions.
✔Benefits
- Improvement of problem-solving skills
- Faster identification of causes
- Increased team collaboration
✖Limitations
- Can be superficial when not used thoroughly
- Requires the commitment of the entire team
- Not suitable for complex issues
Trade-offs
Metrics
- Time to Resolution
The time taken to identify and resolve an issue.
- Customer Satisfaction Rating
The assessment of customer satisfaction after resolution.
- Number of Recurring Issues
The number of issues that have recurred.
Examples & implementations
Quality Improvement in the Automotive Industry
An automotive manufacturer used the 5 Whys to identify the causes of frequent quality defects and significantly improve production processes.
Optimization of a Customer Service Team
A customer service team applied the 5 Whys to investigate the causes of customer dissatisfaction and enhance service quality.
Production Defect Analysis
A company analyzed recurring production defects using the 5 Whys method to identify root causes and reduce the defect rate.
Implementation steps
Clearly define the problem.
Gather relevant information.
Conduct the 5 Whys.
Develop solutions based on the insights.
⚠️ Technical debt & bottlenecks
Technical debt
- Insufficient data analysis tools.
- Lack of training tools for team members.
- Outdated documented processes.
Known bottlenecks
Misuse examples
- Superficial analysis without deep questioning.
- Neglecting the implementation of solutions.
- Ignoring team conflicts.
Typical traps
- Relying on quick fixes.
- Assuming causes without evidence.
- Lack of follow-up on results.
Required skills
Architectural drivers
Constraints
- • Time Constraints
- • Resource Availability
- • Operational Policies