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Getting to the Root of a Problem Quickly

Have you ever had a problem that refused to go away? No matter what you did, sooner or later it would return, perhaps in another form.

Stubborn or recurrent problems are often symptoms of deeper issues. "Quick fixes" may seem convenient, but they often solve only the surface issues and waste resources that could otherwise be used to tackle the real cause.

In this article and in the video, below, we look at the 5 Whys technique (sometimes known as 5Y). This is a simple but powerful tool for cutting quickly through the outward symptoms of a problem to reveal its underlying causes, so that you can deal with it once and for all.

Click here   to view a transcript of this video.

Origins of the 5 Whys Technique

Sakichi Toyoda, the Japanese industrialist, inventor, and founder of Toyota Industries, developed the 5 Whys technique in the 1930s. It became popular in the 1970s, and Toyota still uses it to solve problems today.

Toyota has a "go and see" philosophy. This means that its decision making is based on an in-depth understanding of what's actually happening on the shop floor   , rather than on what someone in a boardroom thinks might be happening.

The 5 Whys technique is true to this tradition, and it is most effective when the answers come from people who have hands-on experience of the process or problem in question.

The method is remarkably simple: when a problem occurs, you drill down to its root cause by asking "Why?" five times. Then, when a counter-measure becomes apparent, you follow it through to prevent the issue from recurring.

The 5 Whys uses "counter-measures," rather than "solutions." A counter-measure is an action or set of actions that seeks to prevent the problem from arising again, while a solution may just seek to deal with the symptom. As such, counter-measures are more robust, and will more likely prevent the problem from recurring.

When to Use a 5 Whys Analysis

You can use 5 Whys for troubleshooting, quality improvement, and problem solving, but it is most effective when used to resolve simple or moderately difficult problems.

It may not be suitable if you need to tackle a complex or critical problem. This is because 5 Whys can lead you to pursue a single track, or a limited number of tracks, of inquiry when, in fact, there could be multiple causes. In cases like these, a wider-ranging method such as Cause and Effect Analysis   or Failure Mode and Effects Analysis   may be more effective.

This simple technique, however, can often direct you quickly to the root cause of a problem. So, whenever a system or process isn't working properly, give it a try before you embark on a more in-depth approach – and certainly before you attempt to develop a solution.

The tool's simplicity gives it great flexibility, too, and 5 Whys combines well with other methods and techniques, such as Root Cause Analysis   . It is often associated with Lean Manufacturing   , where it is used to identify and eliminate wasteful practices. It is also used in the analysis phase of the Six Sigma   quality improvement methodology.

How to Use the 5 Whys

The model follows a very simple seven-step process:

1. Assemble a Team

Gather together people who are familiar with the specifics of the problem, and with the process that you're trying to fix. Include someone to act as a facilitator   , who can keep the team focused on identifying effective counter-measures.

2. Define the Problem

If you can, observe the problem in action. Discuss it with your team and write a brief, clear problem statement that you all agree on. For example, "Team A isn't meeting its response time targets" or "Software release B resulted in too many rollback failures."

Then, write your statement on a whiteboard or sticky note, leaving enough space around it to add your answers to the repeated question, "Why?"

3. Ask the First "Why?"

Ask your team why the problem is occurring. (For example, "Why isn't Team A meeting its response time targets?")

Asking "Why?" sounds simple, but answering it requires serious thought. Search for answers that are grounded in fact: they must be accounts of things that have actually happened, not guesses at what might have happened.

This prevents 5 Whys from becoming just a process of deductive reasoning, which can generate a large number of possible causes and, sometimes, create more confusion as you chase down hypothetical problems.

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Your team members may come up with one obvious reason why, or several plausible ones. Record their answers as succinct phrases, rather than as single words or lengthy statements, and write them below (or beside) your problem statement. For example, saying "volume of calls is too high" is better than a vague "overloaded."

4. Ask "Why?" Four More Times

For each of the answers that you generated in Step 3, ask four further "whys" in succession. Each time, frame the question in response to the answer you've just recorded.

Try to move quickly from one question to the next, so that you have the full picture before you jump to any conclusions.

The diagram, below, shows an example of 5 Whys in action, following a single lane of inquiry.

Figure 1: 5 Whys Example (Single Lane)

The 5 Whys method also allows you to follow multiple lanes of inquiry. An example of this is shown in Figure 2, below.

In our example, asking "Why was the delivery late?" produces a second answer (Reason 2). Asking "Why?" for that answer reveals a single reason (Reason 1), which you can address with a counter-measure.

Similarly, asking "Why did the job take longer than expected?" has a second answer (Reason 2), and asking "Why?" at this point reveals a single reason (Reason 1). Another "Why?" here identifies two possibilities (Reasons 1 and 2) before a possible counter-measure becomes evident.

There is also a second reason for "Why we ran out of printer ink" (Reason 2), and a single answer for the next "Why?" (Reason 1), which can then be addressed with a counter-measure.

Figure 2: 5 Whys Example (Multiple Lanes)

Step 5. Know When to Stop

You'll know that you've revealed the root cause of the problem when asking "why" produces no more useful responses, and you can go no further. An appropriate counter-measure or process change should then become evident. (As we said earlier, if you're not sure that you've uncovered the real root cause, consider using a more in-depth problem-solving technique like Cause and Effect Analysis   , Root Cause Analysis   , or FMEA   .)

If you identified more than one reason in Step 3, repeat this process for each of the different branches of your analysis until you reach a root cause for each one.

The "5" in 5 Whys is really just a " rule of thumb   ." In some cases, you may need to ask "Why?" a few more times before you get to the root of the problem.

In other cases, you may reach this point before you ask your fifth "Why?" If you do, make sure that you haven't stopped too soon, and that you're not simply accepting "knee-jerk" responses.

The important point is to stop asking "Why?" when you stop producing useful responses.

As you work through your chain of questions, you may find that someone has failed to take a necessary action. The great thing about 5 Whys is that it prompts you to go further than just assigning blame , and to ask why that happened. This often points to organizational issues or areas where processes need to be improved.

6. Address the Root Cause(s)

Now that you've identified at least one root cause, you need to discuss and agree on the counter-measures that will prevent the problem from recurring.

7. Monitor Your Measures

Keep a close watch on how effectively your counter-measures eliminate or minimize the initial problem. You may need to amend them, or replace them entirely. If this happens, it's a good idea to repeat the 5 Whys process to ensure that you've identified the correct root cause.

Appreciation

A similar question-based approach known as "appreciation" can help you to uncover factors in a situation that you might otherwise miss.

It was originally developed by the military to assist commanders in gaining a comprehensive understanding of any fact, problem or situation. But you can also apply it in the workplace.

Starting with a fact, you first ask the question, "So what?" – in other words, what are the implications of that fact? Why is this fact important?

You then continue asking that question until you've drawn all possible conclusions from it.

The major difference between this and the 5 Whys technique is that appreciation is often used to get the most information out of a simple fact or statement, while 5 Whys is designed to drill down to the root of a problem.

Bear in mind that appreciation can restrict you to one line of thinking. For instance, once you've answered your first "So what?" question, you might follow a single line of inquiry to its conclusion. To avoid this, repeat the appreciation process several times over to make sure that you've covered all bases.

The 5 Whys strategy is a simple, effective tool for uncovering the root of a problem. You can use it in troubleshooting, problem-solving, and quality-improvement initiatives.

Start with a problem and ask why it is occurring. Make sure that your answer is grounded in fact, and then ask the question again. Continue the process until you reach the root cause of the problem, and you can identify a counter-measure that will prevent it from recurring.

Bear in mind that this questioning process is best suited to simple or moderately difficult problems. Complex problems may benefit from a more detailed approach, although using 5 Whys will still give you useful insights.

Infographic

You can see our infographic on the 5 Whys method here:

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Comments (77)

• Over a month ago BillT wrote Hi hunyakvera, Thanks for your observant feedback. Sakichi Toyoda died in October of 1930, and is the creator of the 5 Whys. Also, he is stated as the founder of Toyota as he challenged his son to start a business that applied the principles of Lean and the 5 Whys. His son Kiichiro first continued with the loom company, and then decided he could do the same for any company, primarily a car company that he called Toyota. BillT Mind Tools Team
• Over a month ago hunyakvera wrote Hi! Great article. However Sakichi Toyoda died in the year 1930, so i don't see how he could have developed this technique in the 1930s. Either 1930 in his last year of life, or the date is wrong. Also, he wasn't the founder of Toyota. His son was. However, he was the founder of Toyoda companies, but not Toyota
• Over a month ago Midgie wrote Hi MGlasscock, Welcome to the Club! Indeed this 5 Whys approach is a great technique to get to the bottom of things! It would be great to meet you so come on over to the Forums and introduce yourself. Also if you have any questions, just let us know and we will be happy to help. Midgie Mind Tools Team

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The 5 Whys Process We Use to Understand the Root of Any Problem

Former Director of People @ Buffer

Sometimes things don’t go according to plan. Tools break, wires get crossed, the best-laid plans fall apart.

And on those occasions, it helps to know exactly what happened—so it doesn’t happen again.

Moments like these are when we at Buffer turn to a simple but remarkably effective process: The 5 Whys.

It’s just as it sounds: A discussion of the unexpected event or challenge that follows one train of thought to its logical conclusion by asking “Why?” five times to get to the root of what happened.

But it’s also a lot deeper than that, too. Let’s take a look at the origin and history of this unique process, and I’ll tell you a bit about how it works for us on our remote team at Buffer—and how it could work for you, too.

The origin of the 5 Whys

The 5 Whys technique was developed and fine-tuned within the Toyota Motor Corporation as a critical component of its problem-solving training.

Taiichi Ohno, the architect of the Toyota Production System in the 1950s, describes the method in his book Toyota Production System: Beyond Large-Scale Production as “the basis of Toyota’s scientific approach . . . by repeating why five times, the nature of the problem as well as its solution becomes clear.”

Ohno encouraged his team to dig into each problem that arose until they found the root cause. “Observe the production floor without preconceptions,” he would advise. “Ask ‘why’ five times about every matter.”

Here’s an example Toyota offers of a potential 5 Whys that might be used at one of their plants.

Today, the method is used far beyond Toyota, and it’s particularly popular in the world of lean development. A lot of what we know at Buffer  in implementing the 5 Whys has come from The Lean Startup ‘s Eric Ries, who does an amazing job describing the 5 Why’s in these two posts.

How the 5 Whys process works

At our startup, we perform a “5 Whys” after something unexpected has occurred—and that means we perform them a lot! We keep a “5 Whys” folder in our team’s Dropbox Paper account, and the folder has 20+ notes files and counting (not to mention the 5 Whys docs that might not be categorized into the folder). ‘Fires’ of various sizes are inevitable—and probably the only constant in the life of a startup.

We’ve held these discussions in every facet of Buffer, from engineering to happiness to marketing and more, and the same process holds true no matter whether the problem is technical or more human-based. Here’s how Eric Ries explains:

“Five Whys involves holding meetings immediately following the resolution of problems the company is facing. These problems can be anything: development mistakes, site outages, marketing program failures, or even internal missed schedules. Any time something unexpected happens, we could do some root cause analysis.”

It’s important to note that the purpose of the 5 whys isn’t to place blame , but rather to uncover the root cause of why something unexpected occurred. Additionally, it helps a team create small, incremental steps so that the same issue doesn’t happen again (to anyone).

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At Buffer, the habit of conducting 5 Whys originated from the engineering team. Here’s how our former CTO Sunil Sadasivan describes the changes that have resulted from making these a routine part of how we operate:

“What I really like about this is that it lets us worry about issues when they happen, and it helps us work towards ensuring they won’t happen again. At the same time, it lets us not have to worry about issues that haven’t happened.  I now trust if something comes up that we didn’t foresee, we’ll conduct a 5 whys and learn from it.  We let the 5 whys dictate what documentation we need in place or adjustments to make in our on-boarding process.”

Want to try it for yourself?

The 5 main steps to the the 5 Whys

Step 1: Invite anyone affected by the issue

As soon as the problem or situation is identified (and all immediate concerns are dealt with), invite anyone at all on the team who was affected or noticed the issue to be involved in a 5 Whys meeting. As a remote team , we hold ours via Zoom.

Step 2: Select a 5 Whys master for the meeting

The 5 Whys master will lead the discussion, ask the 5 whys, and assign responsibility for the solutions the group comes up with. The rest of those involved will answer those questions and discuss.

In our experience, anyone can be a 5 Whys master — there are no special qualifications, and it doesn’t have to be the leader of the project or the originator of the issue. We’ve also found that it’s a good idea for the 5 Whys master to take notes for the meeting, unless he or she would like to assign someone else to this.

Step 3: Ask “why” five times

Dig at least five levels deep into the issue with five levels of “whys.” This seems like the simplest part but can in fact get a bit tricky! Getting the right question to start with, the first why, seems to be the key.

When we conduct our 5 Whys, it can feel natural and almost beneficial to go down all potential paths and be really comprehensive. However, this can widen the scope of how much learning and corrective actions need to occur. This is meant to be a ‘lean’ process in which picking one path allows us to perform just the amount of corrective actions needed to solve a problem.

We often have to tell ourselves we just need to pick one and go with it. If the same problem seems to occur again, then we can do another choosing the other route.

Together, we work through each of those five whys and discover actionable steps that have been or will be taken.

Step 4: Assign responsibility for solutions

At the end of the exercise, we go through each why question-and-answer pairing and come up with five related “corrective actions” that we all agree on. The master assigns responsibility for the solutions to various participants in the discussion.

Step 5: Email the whole team the results

After each 5 Whys process, someone involved in the meeting will write down what was discussed in the clearest, plainest language as possible.  Then we add it to a Paper folder and—in one of the most important steps of the whole process—email the whole team with the results.

This makes sense to do, and not just for a company like Buffer that focuses on transparency. It’s super useful for everyone on your team to stay in the loop and understand any steps you’re taking as the result of a 5 Whys.

Eric Ries explains why the email is so important:

The advantage of sharing this information widely is that it gives everyone insight into the kinds of problems the team is facing, but also insight into how those problems are being tackled. And if the analysis is airtight, it makes it pretty easy for everyone to understand why the team is taking some time out to invest in problem prevention instead of new features. If, on the other hand, it ignites a firestorm – that’s good news too. Now you know you have a problem: either the analysis is not airtight, and you need to do it over again, or your company doesn’t understand why what you’re doing is important. Figure out which of these situations you’re in, and fix it.

Put it all together and the process looks like this:

Some real-life 5 Whys examples

To take the 5 Whys from theoretical to actual, here’s a look at a few moments in Buffer’s history that have called for a 5 Whys meeting.

In early 2014, we had a brief systemwide outage. Here’s a look at the 5 Whys the team conducted:

And the corrective actions that resulted:

Here’s an example from the customer happiness world. One of our Happiness Heroes wanted to understand how he might have handled a customer’s problem better, so he performed a modified 5 Whys as a reflection and shared it with the team.

I have learned so much from viewing these examples and being part of 5 Whys processes. It’s been great to develop a habit of reflecting anytime something unexpected happens and taking incremental steps so that we change what happens the next time around.

The 5 Whys in daily life

Although the 5 Whys is most widely used for manufacturing/development use, I’ve found that it is also quite applicable to daily life in any situation where one might seek deeper understanding—of a problem, a challenge or even a motivation behind an action.

This quick graphic from Start of Happiness provides a great example:

Ever since learning about the 5 Whys, I find myself  asking “why?” a lot more often.

Over to you

What sort of process do you use to get to the root of unexpected situations or challenges in your work or life? Have you ever tried the 5 Whys?

I’d love to hear your insights in the comments!

P.S. If you liked this post, you might enjoy our Open blog newsletter . Receive each new post delivered right to your inbox! Sign up here .

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Share this article, download a pdf version., subscribe to our newsletter, 5 whys method: root cause analysis to solve problems faster.

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• July 12, 2024

What if you could solve your organization's problems by repeatedly asking the question “Why?” That's precisely what we're talking about today: the power of the 5 Whys, a simple but highly effective tool for identifying the initial problem.

In this article, you'll get an in-depth understanding of this methodology and its many advantages, and learn the steps you need to take to put it into practice. We'll also give you practical advice on asking the right questions and concrete examples of its application in different sectors. Finally, we'll look at how the UTrakk solution can facilitate and optimize the use of this methodology to improve operational processes and performance.

Key takeaways:

• The 5 Whys method is a straightforward yet powerful tool for root cause analysis, enhancing problem-solving efficiency.
• By asking "Why?" multiple times , teams can delve deeper into issues, uncovering underlying causes rather than superficial symptoms.
• Implementing the 5 Whys method encourages a culture of continuous improvement and critical thinking within organizations.
• This method is versatile and can be applied across various industries to address different types of problems.
• Effective use of the 5 Whys involves clear problem definition, stakeholder involvement, and thorough documentation of findings and actions.

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Root cause analysis: Understanding the 5 Whys

The 5 Whys analysis is a simple but powerful problem-solving method that identifies one or multiple root causes for the same problem by asking “Why?” repeatedly, usually five times. Each answer leads to the formulation of the next question until the real root cause is revealed and a solution is found. This methodology focuses on deeper issues behind symptoms and small recurrent problems. 

The 5 Whys were originally developed by Sakichi Toyoda, founder of Toyota Industries, in the 1930s. Described as “the basis of Toyota's scientific approach”, they have been widely adopted and popularized by Toyota Motor Corporation as part of the TPS (Toyota Production System). This manufacturing model is rooted in many modern quality management and continuous improvement practices, such as Lean Manufacturing .  

When should you use the 5 Whys?

Many effective problem-solving techniques exist, such as the Ishikawa diagram, the 5 Ws and H, the PDCA cycle , etc.

The 5 Whys are particularly relevant in the following situations:

• For simple to moderately complex problems that don't require in-depth analysis or where the causes are not immediately apparent.
• For quick resolution when time is critical, the 5 Whys technique enables root cause analysis without requiring significant resources or time. 
• In organizations seeking to establish a culture of continuous improvement , the simplicity of this methodology makes it an accessible tool for all hierarchical levels.

The 5 Whys can also be a first step before opting for more complex processes. For example, you can use it to identify a root cause, which can be explored in greater detail using an Ishikawa diagram or as part of a PDCA cycle.

The advantages of the 5 Whys methodology

• Simplicity and accessibility: The 5 Whys technique is straightforward to understand and implement. It requires no complex training or sophisticated tools, making it accessible to all employees, regardless of their technical expertise.  
• Root cause identification: One of the main advantages of the 5 Whys methodology is its ability to go beyond the apparent symptoms of a problem to find its root cause. We no longer focus solely on superficial solutions but ensure the problem is dealt with at source. It enables more effective and sustainable corrective action to be taken.
• Promoting continuous improvement: The 5 Whys fit perfectly into a continuous improvement approach . By encouraging systematic identification of the underlying causes of problems, this methodology fosters a culture of questioning and constant search for more effective solutions.
• Reduced implementation costs: Using the 5 Whys requires neither significant financial investment nor unique material resources. It makes it an attractive option for companies of all sizes, including those with limited budgets for continuous improvement initiatives.
• Developing critical thinking skills: Repeating the question “Why?” encourages teams to think critically and analyze more deeply. It strengthens employees' ability to identify and solve problems independently, increasing their job satisfaction.
• Adaptability to various contexts: The 5 Whys process is versatile and can be applied in various contexts such as manufacturing, services, IT, etc.

Key steps to implementing the 5 Whys process

1. Identify the problem

The first step is clearly defining the problem you are trying to solve. A precise, concise description is essential to guide the questions that follow. 

Try to focus on one problem at a time to avoid confusion.

2. Ask the first question “Why?”

It allows you to begin exploring the possible causes of the problem. The answer to this question should be specific and factual.

3. Ask the second question “Why?”

Based on the answer to the first question, ask the "Why?" question again to explore the underlying cause.

4. Repeat the exercise until the fifth question “Why?”

Continue asking the "Why?" question, using the previous answers. Repeat this process up to five times or until the real cause is identified.

5. Identify the root cause

Once you've asked the question "Why?" five times (or less if the root cause is identified first), you should be able to determine the problem's cause. It is the starting point for effective corrective action.

6. Implement corrective actions

Once the root cause has been identified, corrective actions must be implemented to solve the original problem and prevent it from recurring. These actions must be specific, measurable, achievable, realistic, and time-bound (SMART).

Tips for asking the right questions and avoiding common mistakes

The 5 Whys may be simple, but asking the right questions is essential to avoid common mistakes and get the maximum benefit.

• Stay factual and precise: Base your questions and answers on facts and verifiable data. Avoid assumptions, opinions, or judgments. Asking questions that are too general or vague will not help you pinpoint the cause of the problem.
• Involve stakeholders: Include the people directly affected by the problem in the questioning process. They often have valuable knowledge and perspectives. Don't conduct your investigation in isolation without consulting the experts on the floor or the operators involved.
• Avoid bias: Focus on processes rather than individuals. The 5 Whys practice is about improving systems, not blaming individuals. Framing questions as if you were looking for someone to blame can create a climate of mistrust and defensiveness.
• Ask open-ended questions: Ask questions that encourage detailed, explanatory answers. Closed yes/no answers limit responses and don't fully explore the cause of the problem.
• Explore all avenues: Don't stop at the first apparent cause. Keep asking the question “Why?” until you're sure you've found the root cause.  
• Document the whole process: Document every step, including the questions you ask and the answers you get. This will keep a clear record, verify reasoning, and ensure transparency .
• Monitor and evaluate: As always, it's essential to monitor the implementation of corrective actions and measure their effectiveness to ensure that they address the root cause of the problem.

Two useful application examples of the 5 Whys

1. manufacturing sector – product quality problem.

Problem identified: The defect rate of a factory's finished products is high.

First Why: Why is the defect rate high?

Answer: Because some parts are poorly adjusted.

Second Why: Why are some parts poorly adjusted?

Answer: Because the assembly machine parameters are not correctly configured.

Third Why: Why are the assembly machine parameters not correctly configured?

Answer: Because operators don't follow configuration instructions.

Fourth Why: Why don't the operators follow the configuration instructions?

Answer: Because the instructions are not transparent or well documented.

Fifth Why: Why must the instructions be more transparent and well-documented?

Answer: Because there is no standardization of instruction procedures.

Root cause identified: Lack of standardization of instruction procedures.

Corrective action: Develop and implement standardized procedures for configuring assembly machines, accompanied by operator training sessions.

2. Service sector – Customer satisfaction problem

Problem identified: The customer satisfaction rate fell by 15% last quarter.

First Why: Why did the customer satisfaction rate drop by 15% last quarter?

Answer: Because waiting times for customer support have increased.

Second Why: Why have customer support waiting times increased?

Answer: Because the number of incoming calls has increased significantly.

Third Why : Why has the number of inbound calls increased significantly?

Answer: Because many customers are experiencing problems with the new software version.

Fourth Why: Why did many customers experience problems with the new software version?

Answer: Because the version was deployed with several unresolved bugs.

Fifth Why: Why was the version deployed with several unresolved bugs?

Answer: Because the test phase was shortened to meet the planned launch date.

Root cause identified: The test phase was shortened to meet the planned release date.

Corrective action: Revise the software development process to include a complete test phase before any deployment. Communicate the importance of this phase to all stakeholders to avoid shortcuts.

How UTrakk supports the 5 Whys method

UTrakk Daily Management System enables effective problem-solving to improve operations management and elevate performance, by providing multiple capabilities that support problem analysis tools like the 5 Whys.

Problem identification

Scheduled on a regular basis in UTrakk, floor tours and audits include digital checklists that enable managers to closely monitor floor operations and proactively identify variances.

The DMS solution's dashboards help identify problems and corroborate responses and root causes, with comprehensive, reliable data pulled from a variety of integrated data sources .

Documentation and trackability

UTrakk lets you document the 5 Whys process steps in a structured and accessible way. Questions and answers can be recorded in the Notes module, then linked to rituals – continuous improvement committees, production review meetings , audits, floor tours, etc. – to maintain complete trackability of the problem-solving process and justify a specific decision.

Team collaboration and involvement

UTrakk DMS offers collaboration tools that allow employees to simultaneously contribute to problem-solving. Teams can work together in real time, share ideas, and validate responses, facilitating cooperation between team members.

Planning and tracking of corrective actions

The Daily Management System enables effective corrective actions planning, assignment, and tracking, from ideation to completion. Managers can ensure that actions are implemented according to plan and quickly resolve problems before they impact operations.

Improvement tracking and adjustments

Using digitalized floor tours and audits, as well as UTrakk dashboards, managers and supervisors can track solutions and their results. By monitoring floor operations and KPIs, they can make sure that improvements are effective or make the necessary adjustments for optimal performance.

Turning challenges into opportunities: The power of the 5 Whys and UTrakk

By breaking a problem down to the root cause, the 5 Whys method offers valuable clarity for sustainable solutions. Accessible, simple, and practical, it can be adapted to various business contexts, making it a simple yet powerful tool for any company seeking to improve its processes and proactively solve problems .

It is a fundamental method, even more so when combined with data analysis, structured action plans, and collaborative practices . This way, organizations can solve problems more quickly and prevent them from recurring.

UTrakk significantly optimizes this process by accelerating problem identification, providing detailed documentation, facilitating real-time collaboration and action planning, and supporting improvement tracking. With the DMS solution’s advanced features, companies can transform the way their teams approach problem resolution and establish a culture of continuous improvement and high performance.

FAQ on the 5 Whys method

What is the 5 whys method.

The 5 Whys method is a problem-solving technique that identifies root causes by asking "Why?" five times. This approach helps uncover deeper issues behind a problem, allowing for effective and sustainable solutions.

How does the 5 Whys method work?

The 5 Whys method works by repeatedly asking the question "Why?" in response to each answer about a problem. This process continues until the fundamental root cause is identified, typically within five iterations.

When should you use the 5 Whys method?

Use the 5 Whys method for simple to moderately complex problems, where causes are not immediately apparent. It’s ideal for quick resolutions and organizations aiming to foster continuous improvement without extensive resources.

What are the benefits of the 5 Whys method?

The 5 Whys method offers simplicity, accessibility, and the ability to identify root causes. It promotes continuous improvement, reduces implementation costs, develops critical thinking skills, and is adaptable across various industries.

How can you effectively implement the 5 Whys method?

To effectively implement the 5 Whys method, clearly define the problem, ask "Why?" up to five times based on factual answers, involve stakeholders, avoid biases, and document the process thoroughly. Implement and monitor corrective actions based on identified root causes.

Switch to proactive problem-solving and optimize operations with UTrakk

Looking to improve your problem-solving process? Let the experts at Proaction International show you how the 5 Whys technique combined with the UTrakk tool can revolutionize your approach and boost your performance.

Adeline de Oliveira

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Brain Power

How to use the 5 whys to get to the root cause of any problem.

Do you take long to solve career or business problems? It may be time to learn how to use the 5 Whys to make the process simpler.

Maybe you believe that you need to know 1000 techniques to solve problems faster. The truth is that there isn’t a single technique that can solve all your problems. But despite this reality, you can still solve most of your problems in an effective way.

How? By leveraging Sakichi Toyoda’s 5 Whys technique. Toyoda used this technique for the Toyota production system, but you can apply it to most of your problems [1] . So, stop trying to memorize dozens of techniques and get ready to work smarter!

Table of Contents

What is the 5 whys method, how to ask the 5 whys efficiently, an example of the 5 whys, when do the 5 whys not work, the bottom line, more problem solving techniques.

With the 5 Whys technique, you have to ask 5 questions.

Simple, right? Whenever you’re facing a problem, ask what may have contributed to the current results. Then, continue asking 5 times, or until you reach the root cause.

How do you know that this technique works? Well, Toyota has successfully implemented this technique to improve their assembly line. Now imagine what it can do to help you solve common problems [2] !

The 5 Whys process isn’t complex, but it’ll take time to get used to. If you’re like most, you tend to jump at finding solutions when solving problems. Instead, start by asking one question each time you’re facing a problem.

It can be for anything minor such as being stuck in traffic. In this case, your first question would be why you didn’t avoid traffic. Ask a single question for all your problems, and continue adding more until you ask 5 by default.

Eventually, you’ll know when to ask the 5 Whys and find a root cause to most of your problems. But, you don’t always have to work alone. When you work with unfamiliar topics, work with team members to brainstorm answers.

If you want to know how to be a great team player, check out this article .

For example, if you’re troubleshooting a bad marketing campaign for your business, work with your marketing team to find a solution. As a business owner, you’ll wear many hats but won’t be able to find a root cause to most of your problems alone.

Before you start asking the 5 Whys, you need to prepare to get the best results. Here’s the flow process for solving a real-world problem:

1. Get the Right Resources

You don’t know what you don’t know. So, gather information through books and online resources before solving a problem. You’ll find yourself researching more often for topics you’re not familiar with.

If you don’t prepare, you’ll limit yourself to an ineffective root cause.

You can also surround yourself with people who specialize in certain areas. This way you can work together with your group to find the best root cause of a problem.

Your goal here is to feel comfortable with the questions you’re working with. Avoid answering questions you’re unsure of because you’ll most likely end up with a bad root cause.

2. Understand the Problem

Before you solve any problem, it’s important to know the nature of the problem you’re solving. This will help you avoid finding an irrelevant root cause.

When you define the problem, you’ll also avoid confusion when working with teams. For example, when working in teams, often it’s easy to assume that everyone is working on the same problem. But this isn’t always the case and can cause teams working to solve two different problems.

3. Ask Your First 5 Questions

Once you’ve spent enough time preparing, ask your first question. Instead of giving quick answers, brainstorm which answers will bring the most value. Each question depends on its predecessor, so give meaningful answers.

The rule of thumb here is to keep repeating why five times until you’ve found a potential root cause . Typically, 5 questions or less is enough to solve the most common problems, but don’t limit yourself to 5 questions if it’s genuinely necessary to ask more.

Instead, keep asking questions until you can’t anymore.

4. Find Your Root Cause

The main goal for using the 5 Whys framework is to end up with a root cause for the issue you’re experiencing. You should come up with an answer that helps you understand when/why the problem occurs.

It’s also used to address high-level issues so that you can track your progress afterward. By addressing high-level issues, you’ll solve problems quicker before addressing the root cause.

Learning about the 5 Whys framework is great, but having real-world examples is better. Here’s an example you can use as a template for when you’re solving real-world problems:

Problem: Employers haven’t called me back for an interview for the past 3 months

• Question 1 : Why is my resume not getting noticed by employers? Because it’s too generic and not showing any special skills for the roles you’re applying to.
• Question 2: Why is my resume too generic? Because I want it to appeal to many professions.
• Question 3: Why do I want to apply to many professions? Because I want to increase my chances of getting hired.
• Question4: Why would applying to several professions increase my odds at getting hired? Because I wouldn’t limit myself to available job openings at one specific profession.
• Question 5: Why would I limit myself to job openings available? Because there is a high demand for my profession.

In this scenario, you’d stop at question 5 because you’ve found a potential root cause.

Since there’s a lot of competition for your industry, your resume needs to stand out. Who do you think an employer will hire, a jack of all trades or an expert in their profession?

Whenever you’re working with a problem, take time to brainstorm the best questions. That’s because it’ll impact the quality of the root cause you’ll end up with.

As you’ve seen, the 5 Whys isn’t complicated and can be used for many kinds of problems , but it takes a lot of effort to execute correctly. When done right, it can help you find the culprit to most of your common problems. The problem is that this technique isn’t suited for every situation.

Unreplicable Results

You won’t be able to replicate the same results. Think about it: you’re creating your own questions and answering them in a unique way. No one else would be able to replicate your results for the most part.

This means that even two teams working in the same environment will come up with two separate answers.

Limited by the Knowledge Available

As mentioned before, gather enough information when solving an unknown problem. The problem is that you won’t always have the best resources available. Because of this, you’ll limit yourself to the quality of your answers.

If you’re ever facing an unknown topic, try a different problem-solving technique.

Focusing on a Single Root Cause

The main goal behind using the 5 Whys is to come up with a single root cause. But all problems don’t always have a single solution. For example, a marketing campaign can have a best, good, and worst case scenario.

These limitations don’t make the 5 Whys a bad technique to use. Instead, they let you know how to use this technique more effectively.

The 5 Whys works best for improving processes and solving simple problems, but it falls short when working with complex problems. That’s why you’ll need to know other alternatives .

For example, a company’s low customer response rate may be due to several factors. In this case, you’d choose a technique that’s better suited to solve complex problems. Determine which problems you face the most to know which techniques will help you the most.

Imagine conquering issues most people give up on.

People would look at you and assume that you know 1000 ways to solve a problem. The truth is that not much has changed since you’d struggled with solving problems.

But you’re now using a proven system that’s made your life easier.

You’re a problem-solving machine.

If you don’t believe this can be your reality, you’re wrong. You have what it takes to solve your problems, but you’ll need to practice. Start by asking one question today as you face a problem.

Then, keep doing the same until you’re asking several questions for each of your problems. You won’t master the 5 Whys analysis overnight, but, with enough practice, this technique will feel more natural.

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Guide: 5 Whys

Author: Daniel Croft

Daniel Croft is an experienced continuous improvement manager with a Lean Six Sigma Black Belt and a Bachelor's degree in Business Management. With more than ten years of experience applying his skills across various industries, Daniel specializes in optimizing processes and improving efficiency. His approach combines practical experience with a deep understanding of business fundamentals to drive meaningful change.

5 Whys is a problem-solving technique used to get to the root cause of problems by asking the question of Why multiple times, but often 5 times giving it the name “5 Whys”. This allows people to address the root cause of issues instead of the symptoms of the root causes which is often what is seen as the problem. 

Like a doctor diagnosing an issue such as neck pain, a painkiller will only address the symptoms of the neck pain and not the root cause of the pain. By getting to the root cause you can ensure a long-term fix to the root cause of the neck pain which could be caused by seating positions and not taking painkillers which is a short-term fix.

What is the 5 Whys?

The 5 Whys is a root cause analysis problem-solving technique that aims to identify the root cause of a problem by repeatedly asking the question “Why?” five times or until the core issue is unveiled. Developed within the Toyota Production System , it’s one of fundamental tools in the Lean Six Sigma methodology.

Here’s how it works:

• Begin with a clear and concise problem statement.
• Ask “Why?” the problem occurred. Document the answer.
• If this answer doesn’t identify the root cause, ask “Why?” again and document the subsequent answer.
• Continue this process until you’ve either asked “Why?” five times or the root cause has been identified.

Lets go through an example, let’s say a machine stopped working:

• Why? – The machine’s fuse blew.
• Why? – The machine was overloaded.
• Why? – There wasn’t adequate training on machine capacity.
• Why? – Training materials were outdated.
• Why? – There’s no review process for updating training materials.

In this case, the root cause is the lack of a review process for training materials, and addressing this will prevent similar issues in the future. Only treating the symptom in this situation would have been to change the fuse, for it then to regularly blow and cause additional downtime.

This is a good example where a machine stopping working’s root cause is cause by an issue what would not be obvious is first glace at the symptom of the problem and provides a clear example that root cause analysis is important to ensure that solutions are not jumped to before a through root cause analysis is conducted. 

Why is the 5 Whys Important?

Understanding the 5 Whys is important because identifying symptoms of a problem is not the same as uncovering its root cause. If you only address symptoms this provides only temporary solution to the problem. However, understanding and resolving the root cause can prevent the issue from reoccurring.

The 5 Whys Problem-Solving technique is also useful for:

• Problem Prevention: By identifying the root cause of the problem, businesses can implement long-term solutions, leading to more robust systems and processes and prevent the problem reoccurring.
• Cost-Efficiency: Addressing root causes is often more cost-effective in the long run as it prevents recurrence and the associated costs of repeated problem-solving which usually involves the same people constantly firefighting the same issues such as repeated machine breakdowns.
• Improved Processes: Regular use of the 5 Whys to identify the root causes of problems can highlight weaknesses in processes, leading to continuous improvement and optimization processes.
• Empowerment: The use of 5 Whys by individuals a positive culture that promotes a deeper understanding of systems and processes, empowering teams to take ownership and responsibility in addressing issues.

How to Conduct a 5 Whys Root Cause Analysis?

Step 1: define the problem.

This is an important step as if the problem is not defined effectively it could result in focusing in the wrong problem. A good method for this could be to use the 5W1H Is/Is Not Problem solving technique to gain a common understanding of that the problem is.

When stating the problem you are going to conduct a 5 Whys on it is important to be specific about the issue and avoid ambiguous descriptions. Additionally, where data and information is available this should be collected and used as evidence that points to the actual problem rather than opinions of the problem. 

Step 2: Ask the First “Why?”

Now you have a clear problem definition you should ask the question “Why did that happen?” This should be done to understand the problem without making assumptions and should be done with supporting facts and data that backs up the initial answer to the question.

Step 3: Continue to Ask Why?

Now you should have an answer to the first why. This should form the next step and ask why did that happen. This ensures you dont settle for the inisital surface-level answer or symptoms of the real problem and pushes you to understand the underlying issues.

When you continue to ask why you should:

• Continuously question the previous answer
• Challenge answer that seem like assumptions and lack evidence to support them to avoid going down the wrong route. 

Step 4: Continue the Process

• Keep the questioning focused on the problem
• If you feel the questioning is going off track revert back to what the initial problem definition.
• Ensure each answer provided logically leads to the next “Why?”
• The 5 Whys process then concludes when further questions leads to no further valuable answers are given or the when the root cause of the issues becomes clear.

Step 5 Implement Solutions

Once you have identified the root cause the you need to address it by implementing a solution to prevent the problem reoccuring.

This should be a case of developing an actionable solution that address the root cause of the issue and not preventing the symptoms as addressing the symptom will likely cause the issue to reappear elsewhere.

Make sure you test the solutions to ensure they are effective in addressing the root cause, you should then continue to monitor the process over time to confirm the problem did not reappear in the same place or elsewhere.

If the problem does not re appear congratulations you have solved the problem!

An Example of 5 Whys Analysis

Below is a good example of a 5 Whys analysis done in a situation where there was a production downtime.

To summarize, the 5 Whys process is an effective problem-solving tool that can assist businesses in identifying the root cause of a problem and developing effective solutions. Teams can delve deep into underlying issues and develop targeted solutions that address the root cause of the problem by asking “why” multiple times.

The five steps of the 5 Whys process – defining the problem, asking “why” once, asking “why” more times, developing a solution, implementing the solution, provide a clear framework for problem-solving and can help ensure that the problem is effectively resolved. The 5 Whys process encourages teams to think critically and systematically, resulting in long-term solutions that are effective, targeted, and sustainable.

• Benjamin, S.J., Marathamuthu, M.S. and Murugaiah, U., 2015. The use of 5-WHYs technique to eliminate OEE’s speed loss in a manufacturing firm.   Journal of Quality in Maintenance Engineering ,  21 (4), pp.419-435.

A: The 5 Whys technique is a problem-solving method that involves asking “why” multiple times to uncover the root cause of a problem or issue.

A: The 5 Whys technique involves repeatedly asking “why” to identify the underlying cause of a problem. After asking “why” five times or until the root cause is revealed, you can develop effective solutions to address the issue.

A: The primary purpose of the 5 Whys technique is to identify and address the root cause of a problem. It helps organizations and individuals go beyond surface-level symptoms and understand the deeper issues affecting their processes or systems.

A: The 5 Whys technique is best used when you encounter a problem or issue that needs to be resolved. It is particularly useful for complex problems, recurring issues, or situations where multiple factors contribute to the problem.

A: Yes, the 5 Whys technique can be applied to any industry or field. It is commonly used in manufacturing, engineering, healthcare, software development, project management, and various other sectors.

A: While the technique is called the “5 Whys,” the number of “whys” you need to ask may vary. The goal is to keep asking “why” until you reach the root cause of the problem, which may require more or fewer than five iterations.

A: Yes, there are a few limitations to consider when using the 5 Whys technique. It relies on the skill and knowledge of the people involved, and it may oversimplify complex problems. Additionally, it assumes a linear cause-and-effect relationship, which may not always be accurate.

A: Yes, the 5 Whys technique can be used in a group setting. In fact, involving multiple perspectives can enhance the effectiveness of the technique and lead to more comprehensive problem-solving.

Daniel Croft

Hi im Daniel continuous improvement manager with a Black Belt in Lean Six Sigma and over 10 years of real-world experience across a range sectors, I have a passion for optimizing processes and creating a culture of efficiency. I wanted to create Learn Lean Siigma to be a platform dedicated to Lean Six Sigma and process improvement insights and provide all the guides, tools, techniques and templates I looked for in one place as someone new to the world of Lean Six Sigma and Continuous improvement.

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“The 5 Whys” Problem Solving Lessons From Toyota

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• Helps identify the root cause: The 5 Whys technique effectively identifies the root cause of a problem by digging deep into the underlying issues that caused the problem in the first place.
• Simple and easy to use: The technique is simple to use and requires no special training or expertise. Anyone can use it to solve problems.
• Cost-effective: The technique is cost-effective as it requires no special tools or software and can be implemented with minimal resources.
• Promotes team collaboration: The 5 Whys technique encourages team collaboration and involvement, as it requires the input and cooperation of all team members to arrive at the root cause.
• Can be time-consuming: The technique can be time-consuming, especially if the problem is complex or the root cause is not immediately apparent.
• May lead to oversimplification: The technique may lead to oversimplification of the problem, as it focuses only on the immediate causes and may overlook other contributing factors.
• Requires skilled facilitation: The technique requires professional facilitation to ensure that the right questions are asked and the discussion stays on track.
• Limited applicability: The technique may not be suitable for complex problems or those with multiple root causes, as it may not provide a comprehensive solution.

• Identify the problem: Begin by clearly defining the problem that needs to be solved. This will help you to focus your questions on the right issue.
• Ask “why” the problem occurred: Ask why the problem occurred and identify the immediate cause. For example, if the problem is a machine breakdown, the primary reason could be a faulty part.
• Ask “why” again: Ask why the immediate cause occurred and identify the underlying cause. For example, if the primary reason is a faulty part, the underlying cause could be poor maintenance.
• Continue asking “why”: Keep asking “why” and identifying the underlying causes until you reach the root cause of the problem. This may take five or more iterations.
• Address the root cause: Once you have identified the root cause of the problem, you can take steps to address it. This may involve implementing new procedures, training employees, or changing equipment or systems.
• Equipment failures: When a piece of equipment breaks down, the 5 Whys technique can be used to identify the root cause of the problem and prevent future losses.
• Quality control issues: If a product consistently fails to meet quality standards, the 5 Whys technique can be used to identify the underlying cause and develop a corrective action plan.
• Process inefficiencies: If a process is not as efficient as possible, the 5 Whys technique can identify the root cause and find ways to streamline the process.
• Safety incidents: If a safety incident occurs, the 5 Whys technique can be used to identify the root cause and prevent future incidents.
• Customer complaints: If a customer complains about a product or service, the 5 Whys technique can be used to identify the root cause of the issue and implement corrective actions to prevent similar complaints in the future

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The 5 Why Problem-Solving Technique | Root Cause Analysis

• 7 mins to read
• July 13, 2018
• By Reagan Pannell

By using the 5-why analysis, you can get to the root cause of a problem, rather than just treating its symptoms.n help.

One of the most famous and straightforward problem-solving methodologies introduced by Toyota has become known as the “Five Why’s”. It’s a tool where you simply keep asking “Why” 5 times to identify the root cause of the problem and potentially a simple solution. It’s at the heart of lean thinking and our Lean training courses .

Did you know that kids ask around 90 questions a day and many of them are just “Why”!

We all naturally ask, “Why” all the time? The last figure I heard is that kids ask around 90 questions a day, and many of them are “Why?” style questions.

And the best way to imagine how the ‘Five Whys’ work is to imagine children asking “why”… again and again. As adults, we ask “Why?” once or maybe twice. If you are at a dinner party, asking your friends “Why?” more than twice, may make us look like petulant children. To ask your boss “Why?” once may not even be possible in case it comes across threatening or disrespectful, or perhaps you will feel that its a sign of your lack of knowledge.

But asking “why” without the threatening and undermining tone is an essential way we all began to learn. Asking “why” almost gets kicked out of us at school and with it the questioning mind that we all need if we want to do something different.

As a parent, I know the feeling in the car when your child in the back seat asks a question. The response I give just does not satisfy their curiosity. They are trying to order a particular bit of information in their brains, and my answer never worked. So they ask “Why?” again.

It does not take long within this cycle of asking “why?” before we all begin to have difficulty to answer. We twist our logic as we try to justify why we said what we said in the first place … “but why?” just keeps on coming and before you know it we end up tongue-tied and just putting our foot down with  “STOP! That’s just how it is! Alright”

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It asks us to take an open mind to a problem and to not be afraid to keep asking why five times (plus or minus a couple depending on the situation). And what is the goal? Well, our goal is to keep drilling down until we feel that “A-HA!” moment when things suddenly make more sense, and we have uncovered a root cause.

So let’s bring this to life with a real-life example regarding the Washington Monument.

The Washington Monument and others for that matter were deteriorating quite severely in the early ’90s. The specialists were sure why. However, on the desk of Don Messersmith, an esteemed Entomologist (the scientific study of insects) was what has become one of the most famous examples of the five whys approach to problem-solving .

Just for the curious:  Messersmith, Donald H. 1993.  Lincoln Memorial Lighting and Midge Study . Unpublished report prepared for the National Park Service. CX-2000-1-0014. N.p

Idea summary: the problem was simple: the washington monument in washington d.c. is deteriorating..

Why #1 – Why is the monument deteriorating? Because harsh chemicals are being frequently used to clean the monument

Why #2 – Why are harsh chemicals needed? To clean off the large number of bird droppings being left on the monument

Why #3 – Why are there a large number of bird droppings on the monument? Because of the large number of spiders and other insects which are a food source of the birds

Why #4 – Why are there large numbers of spiders and other insects around the monument? Because the insects get drawn to the monument at dusk

Why #5 – Why are the insects attracted to the monument at dusk? Because the lighting in the evening attracts the local insects

This classic five why example shows how the goal of the “five why problem-solving” approach is to move past the first level inquiry. It would have been quite easy to change the chemical, which was causing the apparent issue or investigate different cleaning methods which may slow the deterioration but nothing more.

The solution implemented was simply to delay turning on the lights at night. The result was a dramatic 85% reduction in the midges and consequently, a massive drop in bird droppings and the level of cleaning required. The bonus was also a reduction in energy costs.*

Five Why application to Customer / User Experience

The five why problem-solving technique can be used in almost all scenarios where you are trying to resolve an identified problem. So in the example below, let’s look at customer behaviour.

In the book “Hooked (How to Build Habit-Forming Products)”, the author Nir Eyal ( www.nirandfar.com ), uses the five whys approach to dig into users behaviour and tries to identify the underlying root cause of the behaviour. He points out that “one method is to try asking the question “Why?” as many times as it takes to get to anemotion.” The emotion behind the behaviour is often the driving force and the trigger which forms habits.

Idea Summary: Problem: What drives people to use email?

Why #1 – Why would Julie want to use email? So she can send and receive messages.

Why #2 – Why does she want to do that? Because she wants to share and receive information quickly?

Why #3 – Why does she want to do that? To know what’s going on in the lives of her coworkers, friends, and family.

Why #4 – Why does she need to know that? To know if someone needs her.

Why #5 – Why would she care about that? She fears to be out of the loop

While the final “why” appears to point to something very different than the Washington Monument example they both uncover a root cause. 

The first example is that the lighting is attracting the midges.

In the second example – its finding the root emotion that drives people to use a particular product and knowing that this emotion can help business connect with their customers at a deeper level to build successful products that a customer wants to engage with.

Here is Edward Bear, coming downstairs now, bump, bump, bump on the back of his head, behind Christopher Robin. It is, as far as he knows the only way of coming downstairs, but sometimes he feels that there really is another way, if only he could stop bumping for a moment and think of it. Winnie the Pooh Tweet

“5 Why” remains one of the most straightforward tools to remember, and it’s easy to put into practice. However, the simplicity hides a level of complexity.

Like many of the best and simple tools, they need to be tested and practised to get the best from them.

How to do a 5 Why exercise as a team

One of the key disadvantages of the tool is that teams only follow one avenue of investigation rather than focusing on all the potential causes to identify the real root cause. This is not really an issue with the tool, but the way people implement the tool and rush through things.

Another potential disadvantage is that all too often the teams never get anywhere near 5 Why’s. Once again, an issue with the implementation rather than the tool. Teams quickly get overexcited and stop at 2 or 3 Whys as they have jumped to a solution that looks great.

So always try to get to 5 and be brave and follow every avenue of investigation. And remember, this is processed focused, so try to avoid the trap of seeing people’s capability and training as the single root cause.  If you end up with lots of “more training is required” as a solution, then go back up and try again and see if anything has been missed from a process point of view. Why is the process so hard to follow?

In our experience, any issue or problem can be quickly improved by asking why within a small group. It has helped teams better understand their customers’ needs, and it has helped organizations save thousands of dollars on fixing the wrong thing.

This is a team exercise and asking the why needs to be explorative and not in any form understood as a criticism. So keep the ideas and conversation open with strong ground rules and group facilitation.

For each Why there may be multiple reasons and each of these need to go through a separate set of 5 why discussion. 

You will then need to prioritize the potential root causes either through a Pareto or through a simple voting system initially to understand which ones the team believes need to be investigated first.

Keep in mind that we are focused on processes and not always people. Remember the 94/6 rule – that 94% of the issues come from your process and 6% of the issues from the people. So if you end up with more training as the root cause, take it from me, you have missed something major.

When conducting five why’s, they are never quite as neat as the examples above. Each time you ask why there will rarely be only one reason. You are much more likely to end up with 10 to 15 different potential root causes. As a team, you can then work through the possible root causes and with testing, piloting or perhaps through a simple team vote, begin to prioritize solutions.

The below slide from our  Lean Six Sigma training  deck visually captures how five why’s work in reality.

* A quick footnote on the Washington Monument

Like many real improvement opportunities, the hardest part is change management. And the Washington Monument is not the exception. With the delay in turning on the lights, the side effect was the iconic tourist photographs of the monument at dusk vanished. The complaints started to arrive. Even from the cities inhabitants complaints. 

While a solution had was found to stop the use of heavy cleaning chemicals, this monument was a landmark and symbol of the city. And it was not too long before the lights were back on and the government was looking for a new solution.

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Root Cause Analysis with 5 Whys Technique (With Examples)

By Sebastian Traeger

Updated: April 23, 2024

Reading Time: 7 minutes

What Is the 5 Whys Technique?

Example of the 5 whys technique, how to conduct a 5 whys analysis in 5 steps, when to use a 5 whys analysis, using 5 whys template, tips for mastering the 5 whys technique, frequently asked questions about 5 whys.

With over two decades in business – spanning strategy consulting, tech startups and executive leadership – I am committed to helping your organization thrive.

At Reliability, we’re on a mission to help enhance strategic decision-making and operational excellence through the power of Root Cause Analysis, and I hope this article will be helpful! 

Our goal is to help you better understand 5 whys techniques by offering insights and practical tips based on years of experience. Whether you’re new to doing RCAs or a seasoned pro, we trust this will be useful in your journey towards working hard and working smart.

The 5 Whys Technique is like peeling an onion – it helps you uncover the underlying reasons behind a problem, layer by layer. By repeatedly asking “why” at least five times, this method digs deep to reveal the root cause of an issue. It’s a simple yet powerful problem-solving approach that aims to get to the heart of the matter rather than just addressing surface-level symptoms.

5 Whys Technique: A method that involves iteratively asking “why” five times to unveil the fundamental cause of a problem.

In essence, the 5 Whys Technique is not just about fixing what’s broken on the surface; it’s about understanding and addressing the deeper issues that lead to problems in the first place.

The 5 Whys Technique is like a detective, uncovering the truth behind recurring problems. Let’s take a look at how this method works in two different scenarios.

Case Study: Manufacturing Defects

Imagine a company that keeps encountering the same manufacturing defects despite various attempts to fix them. By using the 5 Whys Technique, they discovered that the defects were not caused by faulty machinery, as previously assumed, but rather by human error due to unclear operating instructions. This realization led to improved training procedures and clear work guidelines, ultimately eliminating the defects.

Application in Service Industry

Now, consider a service industry struggling with frequent customer complaints and service failures. Through the 5 Whys Technique, it was revealed that these issues stemmed from inadequate staffing levels during peak hours. By addressing this root cause, such as hiring additional staff or adjusting schedules, the service quality can significantly improve, leading to higher customer satisfaction.

These examples illustrate how the 5 Whys Technique can be applied across different sectors to identify and address underlying issues effectively.

Step 1: Identify the Problem

Before diving into a 5 Whys analysis, it’s crucial to clearly identify the problem or issue at hand . This step sets the stage for the entire process and ensures that the focus remains on addressing the right concern. Take the time to gather relevant data, observe patterns, and consult with team members or stakeholders to gain a comprehensive understanding of the problem.

Step 2: Ask ‘Why’ Five Times

Once the problem is clearly defined, it’s time to start peeling back the layers. The process involves asking “why” five times, not necessarily limited to five questions but enough to delve deeper into the underlying causes of the problem . Each “why” serves as a gateway to uncovering additional factors contributing to the issue. This iterative approach helps in identifying not just one cause, but multiple interconnected elements that may be at play.

By consistently probing deeper with each “why,” you can reveal hidden complexities and nuances that may have been overlooked initially. This method allows for a more thorough understanding of the situation, paving the way for effective solutions that address root causes rather than surface-level symptoms.

This structured approach encourages critical thinking and enables teams to move beyond quick fixes towards sustainable improvements.

The 5 Whys Technique is a versatile problem-solving approach that can be applied in various scenarios to uncover root causes and drive continuous improvement. Here are two key situations where the 5 Whys Analysis can be particularly beneficial:

Recurring Issues

• The 5 Whys Technique is especially useful when dealing with recurring issues. Whether it’s a manufacturing defect that keeps resurfacing or a persistent customer complaint in the service industry, this method helps identify the underlying reasons behind these repetitive problems. By repeatedly asking “why,” it becomes possible to trace the issue back to its root cause, allowing for targeted solutions that prevent reoccurrence.

Process Improvement

• Organizations constantly strive to enhance their processes and workflows for increased efficiency and quality. When seeking to improve existing procedures, the 5 Whys Technique serves as a valuable tool. By systematically analyzing the factors contributing to inefficiencies or bottlenecks, teams can gain insights into how processes can be optimized at their core. This method enables organizations to make informed decisions about process improvements based on a deep understanding of the underlying issues.

In both cases, the 5 Whys Analysis offers a structured yet flexible approach to delve into complex problems, making it an indispensable tool for driving meaningful change and progress within organizations.

When it comes to conducting a 5 Whys analysis, utilizing a structured template can greatly facilitate the process and ensure a comprehensive investigation into the root cause identification. Using RCA software such as EasyRCA can benefit the team by streamlining your 5-why process. Here’s how organizations can benefit from using a template:

Benefits of Using a Template

• Streamlined Process: A well-designed 5 Whys template provides a clear framework for conducting the analysis, guiding teams through the iterative questioning process. This streamlines the investigation, making it easier to navigate and ensuring that no crucial aspects are overlooked.
• Thorough Investigation: By following a predefined template, teams are prompted to explore various facets of the problem systematically. This ensures that all relevant factors are considered, leading to a more thorough and insightful investigation into the underlying causes.
• Consistent Approach: Templates offer a standardized approach to conducting 5 Whys analyses within an organization. This consistency promotes uniformity in problem-solving methods across different teams or departments, enhancing overall efficiency and effectiveness.

Customizing the Template

Organizations have the flexibility to customize 5 Whys templates according to their specific needs and industry requirements. This adaptability allows for tailoring the template to address unique challenges and incorporate industry-specific considerations. Customization may include:

• Adding Industry-Specific Prompts: Tailoring the template by incorporating prompts or questions relevant to particular industries or types of issues being analyzed.
• Incorporating Visual Aids: Enhancing the template with visual aids such as flow charts or diagrams can help teams better understand and communicate complex causal relationships.
• Iterative Refinement: Regularly reviewing and refining the template based on feedback and evolving organizational needs ensures that it remains aligned with current processes and challenges.

Customizing the template empowers organizations to harness the full potential of the 5 Whys Technique in addressing diverse problems while aligning with their unique operational contexts.

Encouraging Open Communication

In mastering the 5 Whys Technique as a problem-solving method, creating an environment that fosters open communication is paramount. When team members feel comfortable expressing their perspectives and insights, it leads to a more comprehensive exploration of the underlying causes of a problem. Encouraging open communication allows for diverse viewpoints to be considered, providing a holistic understanding of the issue at hand.

By promoting an atmosphere where individuals are empowered to voice their observations and concerns, the 5 Whys analysis can benefit from a rich tapestry of ideas and experiences. This inclusive approach not only enhances the depth of the analysis but also cultivates a sense of ownership and collective responsibility for addressing root causes within the team or organization.

Continuous Improvement Mindset

A key aspect of mastering the 5 Whys Technique is embracing a continuous improvement mindset. Rather than viewing problems as isolated incidents, this approach encourages teams to see them as opportunities for growth and development. By instilling a culture of continuous improvement, organizations can leverage the insights gained from 5 Whys analyzes to drive positive change across various aspects of their operations.

Fostering a mindset focused on continuous improvement entails actively seeking feedback, evaluating processes, and implementing iterative enhancements based on the findings. It involves an ongoing commitment to learning from past experiences and leveraging that knowledge to proactively address potential issues before they escalate. Embracing this mindset ensures that the 5 Whys Technique becomes ingrained in the organizational ethos, leading to sustained progress and resilience in problem-solving efforts.

As we wrap up our exploration of the 5 Whys Technique, let’s address some common questions that may arise regarding this powerful problem-solving method.

What is the primary goal of the 5 Whys Technique?

The primary goal of the 5 Whys Technique is to uncover the root cause of a problem by iteratively asking “why” at least five times. This approach aims to move beyond surface-level symptoms and address the underlying issues that lead to recurring problems.

Is the 5 Whys Technique limited to specific industries or sectors?

No, the 5 Whys Technique is versatile and can be applied across various industries and sectors. Whether it’s manufacturing, healthcare, service, or technology, this method offers a structured yet flexible approach to identifying root causes and driving continuous improvement.

How does the 5 Whys Technique contribute to continuous improvement?

By delving into the fundamental reasons behind problems, the 5 Whys Technique provides organizations with valuable insights for driving continuous improvement. It not only helps in resolving immediate issues but also fosters a culture of ongoing enhancement and development within an organization.

Can the 5 Whys Technique be used for complex problems with multiple contributing factors?

Yes, while initially designed as a simple and straightforward method, the 5 Whys Technique can certainly be applied to complex problems with multiple interconnected factors. By systematically probing deeper into each layer of causality, this technique enables a comprehensive understanding of intricate issues.

I hope you found this guide to 5 whys technique insightful and actionable! Stay tuned for more thought-provoking articles as we continue to share our knowledge. Success is rooted in a thorough understanding and consistent application, and we hope this article was a step in unlocking the full potential of Root Cause Analysis for your organization.

Reliability runs initiatives such as an online learning center focused on the proprietary PROACT® RCA methodology and EasyRCA.com software. For additional resources, visit Reliability Resources .

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How to Use the 5 Whys Technique for a Root Cause Analysis

Written by MasterClass

Last updated: Jun 7, 2021 • 4 min read

Root cause analysis (RCA) is a common process for discovering the origin of a business problem. While there are many RCA problem-solving techniques, one popular and easy technique is the 5 Whys method. Performing a 5 Whys analysis is one of the most efficient ways to both discover the root cause of a problem and ensure that steps are taken to prevent it from happening again.

• The 5 Whys Problem Solving Technique

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The 5 Whys Problem Solving Technique is a question-asking technique used to determine the root cause of a problem. It’s a simple tool to assess a problem and find out what the actual cause of the problem is or was.

The 5 in the title suggests it should take no more than 5 questions to get to the root cause of the problem. The technique works by asking the question ‘why’ 5 times and this should lead you to the root cause of the problem.

Developed by the founder of Toyota Sakichi Toyoda, the 5 Whys Technique is used in problem-solving, troubleshooting and improving processes.

It may not solve the problem by itself but may guide you to an alternative path to follow, for example using a cause and effect diagram (Ishikawa diagram) or another problem-solving tool to fix the problem.

The technique is designed to guide you to the root of the problem.

When To Use the 5 Whys Problem Solving Technique

You can use the 5 Whys Problem Technique when you have a problem or an issue that you need to find the root cause of. It won’t help to actually solve the problem. You can use another method for this, but finding the root cause of the problem will make for better problem-solving.

You may find the technique may not work on a large scale or complex issues and problems. This is because the technique won’t go deep enough in its current design and you may find yourself getting lost in the root cause analysis.

You can use the 5 Why Problem Solving Technique for:

• Quality and process improvement
• Problem-solving and problem analysis
• Problem prevention and future-proofing

How to Use the 5 Whys Problem Solving Technique

Here’s how to use the 5 Whys Technique.

The first stage is to get the team together and clearly define what the problem is you are looking at. It might help to see this taking place live if the issue is currently happening. Then, define and agree on what it should be doing. In other words, what would better look like?

Then, write the problem on a board or paper and start the process described below.

Start with the problem and ask a ‘why’ question about the problem. The next ‘why’ question you ask should then follow on from the answer to the first question. Here’s an example:

The vehicle will not start. (the problem)

• Why? – The battery is dead. (first why)
• Why? – The alternator is not functioning. (second why)
• Why? – The alternator belt has broken. (third why)
• Why? – The alternator belt was well beyond its useful service life and not replaced. (fourth why)
• Why? – The vehicle was not maintained according to the recommended service schedule. (fifth why, a root cause)

You could possibly take this to a 6th or 7th why, but 5 is usually enough to get to the root of the problem.

It’s important to understand that typically the 5th why doesn’t point to a solution – it points to processes. This answer doesn’t tell you how to fix the problem, only what caused it.

What If the Technique Does Not Work?

This is where some other problem-solving tool will come in useful to determine why the root cause existed. So in the above example, the process of servicing the vehicle failed and this is then what needs to be corrected. A cause and effect diagram can then help you to determine which part of the process failed and what corrective actions need to be taken to correct this for the future.

There has been some criticism of the tool in that it’s too basic or doesn’t fix the problem. But when time is short and you need to get to the root cause quickly then the technique is incredibly useful.

Further Learning

If you would like to know more about the 5 Whys Problem Solving Technique and how to use it in your day to day work, our Critical Thinking and Problem Solving Training Course  will provide you with some help and guidance on this.

The 5 Whys Example above is taken from Wikipedia

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The 5 Whys is a problem-solving technique used to identify the root cause of a problem by asking "why" five times. Product Glossary 5 Whys Also called: Five Why Analysis, 5 Why Technique, 5 Why Root Cause Analysis, 5 Why Problem Solving, and 5 Why Methodology See also: Assumptions Collection , Fishbone Diagram , Five Whys , Starbursting , Why-How Laddering Relevant metrics: Number of Problems Identified, Number of Root Causes Identified, Number of Solutions Implemented, Number of Problems Resolved, and Time to Resolve Problems In this article 5 Whys: A Problem-Solving Tool for Root Cause Analysis

The 5 Whys is a problem-solving tool used to identify the root cause of a problem. It is a simple yet effective technique that can be used to identify the underlying cause of a problem, allowing for the development of an effective solution. The 5 Whys is a process of asking “why” five times in order to get to the root cause of a problem.

The 5 Whys is a useful tool for problem-solving and root cause analysis. It can be used in a variety of situations, such as when trying to identify the cause of a customer complaint, a production issue, or a quality issue. It can also be used to identify the root cause of a problem in a process or system.

The tool can work very well in identifying the root cause of a problem quickly and efficiently. By asking “why” five times, it allows for a deeper understanding of the problem and its underlying causes. This understanding can then be used to develop an effective solution.

Being useful to quickly identify the root cause of a problem in a variety of situations and in turn develop an effecting solution, it is both simple and effective. Asking “why” five times allows for a deeper understanding of the problem and its underlying causes.

Example of applying the 5 Whys

Where did 5 whys come from.

The term 5 Whys is a problem-solving technique developed by Sakichi Toyoda, the founder of Toyota Motor Corporation. It is a simple yet effective tool used to identify the root cause of a problem. The technique involves asking “why” five times in order to get to the root cause of the problem. The idea is that by asking “why” five times, the problem can be identified and solved more quickly and efficiently. The 5 Whys technique is based on the idea that most problems can be solved by asking “why” five times. This technique is used in many industries, including manufacturing, engineering, and software development. It is also used in the fields of quality management and process improvement.

Applying the 5 Whys Method for Problem-Solving

The premise of the 5 Whys method is that asking “why” five times will lead to the root cause of the problem. Its effectiveness however, depends on the questions you ask. Be thorough, open-minded, consider alle possible causes, and ask questions that are relevant to the problem. Patience can help, as can take time to ask the necessary questions.

• Step 1 of the 5 Whys is to identify the problem. This can be done by asking questions such as “What is the problem?” or “What is the issue?”
• Step 2 is to ask “Why?” and answer the question. This is done by asking “Why is this happening?” or “What is causing this problem?”
• Step 3 is to repeat the process until the root cause is identified. This is done by continuing to ask “Why?” until the underlying cause of the problem is identified.

Benefits of Implementing the 5 Whys

• Increased Efficiency . The 5 Whys technique helps to quickly identify the root cause of a problem, allowing teams to focus their efforts on the most effective solutions. This can help to reduce the amount of time and resources spent on solving the issue.
• Improved Problem-Solving . By asking “why” five times, teams can gain a better understanding of the underlying cause of a problem. This can help to ensure that the right solutions are implemented, leading to better outcomes.
• Improved Communication . The 5 Whys technique encourages teams to communicate more effectively. By asking “why” five times, teams can gain a better understanding of the issue and come to a consensus on the best solution.
• Improved Teamwork . The 5 Whys technique encourages teams to work together to identify the root cause of a problem. This can help to foster collaboration and improve team morale.
• Improved Quality . By identifying the root cause of a problem, teams can ensure that the right solutions are implemented. This can help to improve the quality of products and services, leading to better customer satisfaction.

Challenges of Implementing the 5 Whys

• Time . The process can be time-consuming, as it requires a deep dive into the root cause of a problem. This can be difficult to do in a short amount of time, especially if the problem is complex.
• Resources . The right people, data, and tools available might be necessary for the method to be successful. Without the right resources, it can be difficult to discover the rights questions to ask.
• Communication . The 5 Whys process requires effective communication between team members to be successful - it is a collaborate method where participants build on each others input.
• Focus . The 5 Whys process requires focus and discipline to be successful. Without focus, it can be difficult to get to the root cause of a problem.

The 5 Whys technique is not a substitute for other problem-solving techniques, such as brainstorming or root cause analysis. It should be used in conjunction with other problem-solving techniques to ensure that the root cause of a problem is identified and addressed.

In the early 2000s, Toyota used the 5 Whys technique to identify the root cause of a problem with the accelerator pedal in some of its vehicles. By asking “why” five times, Toyota was able to identify that the problem was caused by a design flaw in the accelerator pedal.

Microsoft used the 5 Whys technique to identify the root cause of a problem with its Windows operating system. By asking “why” five times, Microsoft was able to identify that the problem was caused by a bug in the software code.

Amazon used the 5 Whys technique to identify the root cause of a problem with its online shopping website. By asking “why” five times, Amazon was able to identify that the problem was caused by a design flaw in the website’s user interface.

Apple used the 5 Whys technique to identify the root cause of a problem with its iPhone. By asking “why” five times, Apple was able to identify that the problem was caused by a hardware issue with the phone’s battery.

• What is the problem that needs to be solved?
• What is the root cause of the problem? Hint The root cause of the problem is the underlying cause of the issue.
• What are the potential causes of the problem? Hint The potential causes of the problem could be related to the environment, technology, processes, people, or other factors.
• What data or evidence do I have to support my hypothesis? Hint The data or evidence needed to support the hypothesis could include surveys, interviews, observations, or other forms of data collection.
• What are the potential solutions to the problem? Hint The potential solutions to the problem could include changes to the environment, technology, processes, people, or other factors.

You might also be interested in reading up on:

• Assumptions Collection
• Fishbone Diagram
• Starbursting
• Why-How Laddering
• John E. Sviokla @JohnSviokla
• John Cutler @johncutlefish
• Jared Spool @jmspool
• Jeff Gothelf @jboogie
• Eric Ries @ericries
• 14 Management Principles from the World's Greatest Manufacturer by Taiichi Ohno, The Toyota Way (2003)
• Value Stream Mapping to Create Value and Eliminate MUDA by John Shook, Learning to See (1999)
• The Story of Lean Production by Daniel T. Jones, The Machine That Changed the World (1990)
• Lean Production Simplified by James P. Womack, Daniel T. Jones, and Daniel Roos, The Machine That Changed the World (2005)
• How to Implement the Toyota Production System in Your Organization by Jeffrey K. Liker, The Toyota Way (2004)

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• 5 Whys Method

What is the Five Whys method?

The “ 5 Whys ” is a Problem-Solving method that identifies Root Causes of Problems by asking five consecutive times:

• “Why this happened?”.

It Starts with the most obvious “Symptom” (or Issue) and Forces the analyst to wonder Why it happened .

• Once the Analyst has a first Explanation, he/she has to repeat this cycle 4 more times.

5 Whys method Flowchart

Let’s see it with one example:

Five Whys example

Imagine that one day, your front-right tire suddenly bursts .

As we all would do, you call your car assistance company, that comes exactly where you are and replace it with a new tire.

Few weeks later, again, this same tire (the new one) bursts again .

And you start thinking that this is not normal (or shouldn’t be).

Then, you decide to apply the 5 Why methodology :

1. Why this happened?

• Why your tire burst in the first place?

You bring your car to the car shop.

There, they tell you that your rims are not aligned and that is causing your tires to burst.

Many people would settle for this explanation but you then, ask yourself again:

2. Why this happened?

• Why weren’t they aligned?

Your car is only 2 years old so, it shouldn’t be usual.

Your car assistant tells you this can happen if case you park on irregular terrain frequently .

You do it, but just once a month. It shouldn’t be enough.

3. Why this happens?

• Why parking once a month on irregular terrain misalign your wheels?

You decide to investigate about it, and you find out that you have a loose master screw that is causing this problem .

4. But how is this possible?

• Why is this screw loose? Is it a car problem?

You ask different same-car owners and you find out that this is only happening to you , so you start to suspect that in your last car revision somebody caused this problem.

You then ask in your car shop about what they did in your last revision and they confirm that they “manipulated” that piece .

5. Then, how is it possible that they forgot a loose screw?

• Should you take your car to another shop? Why this happened?

In the workshop, they confess that the last revision of your car, was developed by an external worker since the main mechanic was sick .

They assure you they won’t hire that external worker again since he didn’t know what he was doing.

• Moreover, they will give your money back (what you had to pay for your tires and the alignment).

Summarizing:

Imagine now, what would have happened if you had settled for the first explanation they gave you .

• You would have stopped parking on uneven terrains, but you would still have the problem.

We are not car-mechanic experts, so forgive us if we said something stupid.

We just wanted you to understand how the “five Whys” tool works.

Why is the 5 Whys method important?

By nature, we all tend to settle for the first explanation we have.

The 5 Whys method pushes you to see beyond and find the “root cause” of your problem.

But, can you always apply this method?

When can be used the 5 Whys method?

Whenever you need to find the root cause of a certain problem .

• Which Plugins may cause it and why?
• Which employee could do better and why?
• You can even use to improve your diet and find out why you are gaining weight!

Although it was originally designed for Industrial quality processes (where it is extremely useful) it can be used in practically all situations .

How should you develop a Five Whys analysis?

According to our experience, the simpler the better .

There are dozens of Flowcharts with crossed explanations, difficult algorithms…

We propose you to use the simplest approach possible.

It is better to use a simple yet useful approach instead of a difficult one that you would only use once.

What do you need for applying the 5 Whys method?

Some people recommend assembling a Team, but we don’t think that is necessary.

• If you develop this method at your Job you can do it without any problem.

You only need to feel like finding the Root Cause of your Problem .

Should you always find 5 Whys?

Sometimes, with just 3 “Whys” is enoug h .

• You should try to dig as deep as you can, but sometimes you get to “bedrock” with less than 5 Whys.

5 Whys Method Examples

Now, we’ll propose you two examples of different situations in which this method can be very useful.

Let’s begin:

YouTube Channel - 5 Whys Method Example

Let’s imagine you own a YouTube channel :

• You have been publishing new videos for a whole year on regular basis.
• Your videos have a higher than average quality (regarding image, sound, etc).
• All the people you’ve asked tell you that your videos are funny.

However, you just have half the audience of other similar channels .

1. Why do you have half the audience of your competitors?

Assuming you have approximately the same videos published; the obvious answer is this:

• YouTube is not showing your content as often as that of your competitors.

This statement is not as obvious as it may seem.

If your content is good, and you have “plenty” of it…

2. Why is YouTube not showing your content as often as that of your competitors?

If YouTube is not showing your content as much as you would like, must be because some of your metrics are not as good as you expected:

You then discover that:

• Your “Engagement” is not very high.
• Your “Audience retention” is limited.
• The “Average percentage viewed” is reduced.
• On the other hand, your “Click-Through rate” is elevated.

Some users devour your videos, but others just move on .

So far, you have concluded that:

• Your YouTube Title descriptions are better than average.
• Some of your users love your videos.
• Others don’t.

And this last fact is preventing your content from being better positioned.

3. Why some of your users don’t like your content?

You decide to investigate the average profile of your users:

• Where they come from.
• What they are interested about.

After a deep research, you conclude that users of your same country are much more engaged than those from other countries .

4. Why the users from your same country are much more engaged?

You start to look at your YouTube comments in order to figure out what is going on.

You find 3 different kinds of comments:

• Stupid meaningless comments.
• You suspect they are from your same country.
• Comments requesting for some explanations; they didn’t understand your video at all.

The people from your same country understood perfectly your content:

• Your Jokes.
• The references you made.
• The people you referred to.

While people from other countries, didn’t understood everything you said .

5. Why people from other countries don’t fully understand your videos?

So far, we have that:

• Your videos don’t have as good metrics as you thought and that is why YouTube is not showing your content as much as that of your competitors.
• Some of your users are very engaged while others are not.
• Those Engaged users are from your same country.
• They like your videos because it seems that they are the only ones that understand perfectly everything you say; your jokes, your references, etc…

And the reason some users don’t understand your videos is:

• You are publishing videos with local references for a global audience.

People from other countries don’t understand your jokes because what you think is very popular all over the world, is popular only in your country .

• That is why your publications don’t have as good metrics as they could.

Now, you’ll start introducing new and more international references in your videos.

We are not YouTube experts so please, forgive us if we said something wrong.

Since lots of our users are very interested in SEO, we’ll show a similar example, but focused on a Website:

Improving SEO - 5 Whys Method Example

Let’s imagine that you own a WordPress Site .

You have been writing interesting and high-quality content for a whole year.

• You have already published 60 interesting articles.

However, you barely have 1,000 pageviews per month . What is going on?

Let’s develop a “condensed” 5 Whys method:

1. Why you only have 1,000 pageviews per month?

Because your content isn’t Rankings very good .

2. Why is your content Ranking so poorly?

Because your metrics are terrible:

• You have a 0.3% CTR.

People do not Click on your content .

3. Why people don’t Click through your content?

You decide to look for some of your pages on Google and you find out that your Publications’ titles are not attractive at all .

While your competitors have nice Titles and Descriptions, your Posts have short boring titles.

4. Why do your Posts have boring Titles?

Because you didn’t know that you could edit them .

With this “5 Whys analysis” you found out that it is very important to edit your publications’ titles, so they are more attractive to your potential users .

Your content may be the best, but if it has a generic boring Title, nobody will Click through it.

* Believe or not, this is based on a true story.

Summarizing

The 5 Whys method is a simple iterative analysis that pushes you to find the root cause of your problems by asking yourself 5 consecutive times: Why this happens?

• Sometimes you’ll need less than 5 Whys, and other times 5 won’t be enough.

Although there are different approaches for developing a “5 Whys analysis”, the simpler the better .

Never underestimate this method : You have surely settled for the first explanation you’ve encountered several times without discovering the true root cause of your problem .

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In this article:

The 5 Whys is a technique that can help you to find the root cause of a problem.

To prevent these types of problems from reoccurring you usually need more than just a quick fix. The 5 Whys can be a useful tool in helping you to get to the root of what went wrong. By understanding the root cause of the problem, you can solve it in such a way that it doesn’t reoccur.

The technique works by asking why five times to find the root cause of your problem.

The 5 Whys Technique was developed within the Toyota Motor Corporation in the 1930s.

Taiichi Ohno, one of the inventors of the technique, wrote in his book, Toyota Production System: Beyond Large-Scale Production, that “… by repeating why five times, the nature of the problem, as well as its solution, becomes clear.”

5 Whys Example

Suppose that your company’s website is down. You obviously need to get the site back up and running as a priority. Immediately after the site is back up and running you might then find it useful to use the 5 Whys technique to ensure that all the causes of the problem are addressed so that it doesn’t happen again.

Let’s take a look at what might have caused your website to go down.

Over time as you fix problems in this way, you will build more robust processes and systems, resulting in fewer problems happening in the first place.

One thing to note from the example is that often what at first glance appears to be a technical problem transpires to be a human or process problem at its root.

What About Expensive Fixes?

For example, suppose fixing the root of our problem is going to require migrating the entire system to a new platform, and that this is going to cost $150,000.

Well, if your website is crashing one per week and each time costing you $10,000, then it obviously makes financial sense to invest the money and fix the problem asap.

Rule of Thumb

How to run a 5 whys meeting.

To use the model follow these steps:

Step 1: Organize a 5 Whys Meeting

Step 2: define the problem statement.

At the start of the session, you should define the problem you are trying to solve. Write the problem on a whiteboard if you can.

It’s essential to keep the problem statement focused only on the problem. Do not state any possible reasons for the problem or make any assumptions.

Step 3: Ask the First “Why?”

Try to avoid entertaining answers that are guesses – stick to facts. If there is more than one reason given for the problem, then ask your team to vote on the most likely cause.

Step 4: Ask “Why?” Four More Times

Ask why another four times, each time using the previous answer to base your question on. Once you have done this, you will have five reasons, one for each “why?” question.

As previously mentioned, you may need to ask why more times than five if you haven’t got to the root of the problem.

Step 5: Determine your Countermeasures

Step 6: assign responsibilities.

For each countermeasure, agree who is responsible for it and how they will measure the success of that countermeasure.

Step 7: Monitor Progress

Agree how progress will be monitored. Usually, this will involve a follow-up session in a few hours, days, or weeks.

Step 8: Close the Meeting

Now that you have determined all the causes of your problem including the root cause, determined countermeasures, and how you will monitor progress, its time to bring your meeting to a close.

Advantages and Disadvantages

The advantages of the 5 Whys include that it:

5 Whys Template

If you’d like to use the 5 Whys Technique for yourself and your team you can download our 5 Whys Template as a PDF document here .

The technique works by asking why five times. For each answer you discover, you deploy countermeasures to stop it happening again. Continue asking why until you have uncovered and addressed the root cause of the problem.

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Problem solving with 5 Whys

• Business Skills

Asking questions

LESSON OVERVIEW

In this lesson, we want to focus on a very popular problem solving technique called  5 Whys (5W) . If your students know something about Six Sigma or Lean, they should be familiar with this technique. Otherwise, they will learn a useful method for problem solving and practise asking questions .

DISCUSSION & VIDEO

The lesson starts with a quick warm-up speaking task about problems and how students approach solving them. Then, they watch a short video introducing 5 Whys , a problem-solving method developed by Sakichi Toyoda, a Japanese inventor and industrialist, and answer the questions.

Afterwards, your students will practise using the technique based on an example. First, they need to study the example and then fill in the other graph by asking 5 why questions to get to the root cause. Answers in this task may vary. Let your students be creative there. The aim of the task is to get them familiar with using 5 Whys. Finally, in the last task, students will use the technique to find root causes for problems they’ve had at work.

RELATED LESSON PLANS

This worksheet goes well with the following lesson plans:

• How to use questioning techniques to get better answers
• Questions no one knows the answers to

Subscribe to unlock these and many other Standalone lesson with the Premium plan

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