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Determine the Root Cause: 5 Whys
The 5 Whys is a technique adapted from Six Sigma methodology. It is used throughout the assessment phase as a diagnostic to
cause of the problem.

By repeatedly asking the question “Why” (five is a good rule of thumb), you can peel away the layers of symptoms which can le
problem. Very often the ostensible reason for a problem will lead you to another question. Although this technique is called “5
you will need to ask the question fewer or more times than five before you find the issue related to a problem.

Benefits of the 5 Whys

Help identify the root cause of a problem.
Determine the relationship between different root causes of a problem.
One of the simplest tools; easy to complete without statistical analysis.

When Is 5 Whys Most Useful?

When problems involve human factors or interactions.
In day-to-day business life; can be used within or without a Six Sigma project.

How to Complete the 5 Whys

1. Write down the specific problem. Writing the issue helps you formalize the problem and describe it completely. It also helps
problem.
2. Ask Why the problem happens and write the answer down below the problem.
3. If the answer you just provided doesn’t identify the root cause of the problem that you wrote down in Step 1, ask Why again
down.

4. Loop back to step 3 until the team is in agreement that the problem’s root cause is identified. Again, this may take fewer or m
5-Why Analysis
Problem: Processing of job requests delayed

Why 1 Why 2 Why 3 Why 4

There is no There was staff They were not There was a lack of
computerized solution resistance explained the full communication.
to handle job benefits of the
applications system
They feared being They thought the
made redundant computer system
was designed to
replace them.

They were They had always

uncomfortable about been doing it this
changing the way way
they worked
The positive aspects
of the change were
not communicated.

There was no formal There was no system The company grew There was
set of procedures to in place to do so. at an exponential insufficient planning
handle job requests, rate that there was
and procedures were no time to document
passed on by mouth anything.
as opposed to being
documented.
Why 5 Root Cause Recurrence Prevention
We assumed that the Insufficient Develop a communication
benefits were communication strategy to show the benefits
obvious. of a computerized system.

Because we didn't Insufficient In the communication strategy,

tell them how it communication emphasize how the computer
would help make system will complement their
their jobs easier. jobs and assist them, and not
replace them.

All the work was No culture of change

done manually prior and sense of
insecurity among
staff.
We assumed that the Assumptions made Develop a communication
benefits were on our side led to strategy to show the benefits
obvious. insufficient of a computerized system.
communication.
Top management Poor work delegation Develop vision, and coordinate
were too busy fire and advanced resources to free up
fighting and dealing planning management to engage in
with operational strategic planning. Hire more
work, rather than people as necessary, and
developing a implement a computerized
strategy system.
5-Why Analysis
Problem: Type in the problem to be analysed here

Why 1 Why 2 Why 3 Why 4 Why 5 Root

Cause

Arrow Toolbox

Use these arrows and lines to show

the chain-of-thought between the
whys.
Recurrence
Prevention