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Root Cause Analysis with 5 Whys Technique (With Examples)

By Sebastian Traeger

Updated: March 21, 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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Getting to the Root of a Problem Quickly

By the Mind Tools Content Team

5 Whys Root-Cause Analysis

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.

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 b e more effective.

This simple 5 Whys 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]

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.

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.

What Is a 5 Whys Template?

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.

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.

Tips for Using the 5 Whys Technique

• Try to move quickly from one question to the next. That way, you'll have the full picture before you jump to any conclusions.
• 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.
• Know when to stop! The important point is to stop asking "Why?" when you stop producing useful responses.

Frequently Asked Questions About 5 Whys

1. what is the 5 whys technique.

The 5 Whys Technique is a problem-solving method involving repeatedly asking "why?" It's a way of quickly getting to the root cause of a situation.

2. Who Invented 5 Whys?

The 5 Whys technique was invented in the 1930s by Sakichi Toyoda, the Japanese industrialist, inventor, and founder of Toyota Industries.

5 Whys Infographic

See our infographic on the 5 Whys and use it to get to the root of your problems!

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.

[1] Pojasek, R. (2000). 'Asking "Why?" Five Times,' Environmental Quality Management , Volume 10, Issue 1, 79–84. Available here . [Accessed July 1, 2022.]

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What are 5 Whys?

The 5 Whys method is an iterative interrogative technique pioneered at Toyota Motor Corporation in the 1930s to explore the cause-and-effect relationships underlying a specific problem. By working back the cause of one effect to another up to five times, designers can expose root causes and explore effective solutions.

“Be ahead of the times through endless creativity, inquisitiveness and pursuit of improvement.” — Sakichi Toyoda, Japanese industrialist and inventor who formulated the 5 Whys method

See why 5 Whys is such a valuable tool.

• Transcript loading…

Dig Deep to the Root Cause with 5 Whys

To ask why something happened is a natural, effective way to uncover a problem, be it a high bounce rate on a website, a marketplace failure or anything else you may want to know about users, etc. However, cause-and-effect chains can be long and complex . Whether they occur in the natural or human world, end-result events rarely happen in isolation with only one cause to trigger them. The effects of one action or condition can be so far-reaching that it’s easy to jump to conclusions when you look at the end result. The greater the number of removes —or steps in a cause-and-effect chain— the more effort and insight it will take to work your way back to what actually started the whole sequence of events that ultimately resulted in the problem at hand. If you overlook any factors involved, you might end up making assumptions—and it’s essential to discard assumptions in user experience (UX) design .

The 5 Whys method was developed to work back to a root cause of a mechanical problem by a total of five removes. Toyota’s famous example illustrates the simple nature but immense power of the technique:

Why did the robot stop? The circuit overloaded, making a fuse blow.

Why? There was insufficient lubrication on the bearings, so they locked up.

Why? The oil pump on the robot wasn’t circulating enough oil.

Why? The pump intake was clogged with metal shavings.

Why? There was no filter on the pump .

In UX design—for example service design —system failures can be far more intricate than this. Users are humans who act in complex contexts, and their behaviors (and reasons for these) can be difficult to decipher, especially with so many channels and parts of their user journeys for you to examine. Most of what we first see when we look at an apparent problem (or, rather, its end result) is just on the surface. Symptoms can be misleading. On that note—and even more importantly for modern designers—the 5 Whys is an essential tool to dig down to root causes on a bigger scale. As cognitive science and user experience expert Don Norman advises in his 21st century design , human-centered design and humanity-centered design approaches, designers who want to effect real change in solving complex global-level problems need to get beneath the symptoms and apparent causes to discover and address what’s really going on. If you don’t solve the right problem—and work with the root cause—the symptoms will just come back.

You can use 5 Whys anytime in your design process, but it’s particularly helpful early on when you need to understand the problem facing your users, customers and/or stakeholders. As such, it’s a valuable aid in design thinking . When you conduct user research , the answers you can get by asking “why” repeatedly can arm your design team with many insights from users—insights which you can leverage to identify the real or underlying problem, and then iteratively gear your ideation efforts more accurately around it. You can use 5 Whys to:

Determine what’s important from the user’s/customer’s/stakeholder’s viewpoint.

Explore why users/customers/stakeholders think, feel and do what they do.

Analyze the information.

© Daniel Skrok and Interaction Design Foundation, CC BY-SA 3.0

How to Use 5 Whys to Find the Root Cause

Five Whys is especially helpful to use in the empathize stage of design thinking, when you’re gathering the information you need so you can proceed to define the problem to address. It’s exactly as it sounds: you:

Base the first question on the apparent end result.

Form the second question on the answer to this.

Form the third question on the answer to the second question.

Form the fourth question on the answer to the third.

Form the fifth question on the answer to the fourth.

For example : “Not as many customers are subscribing to the website’s newsletter after the design changed.”

Why? Most of them click the subscription-related button within two seconds after it appears.

Why? Because they’re used to seeing subscription-prompting pop-ups.

Why? Because the internet is full of these.

Why? Because organizations have grown used to deploying these with an automatic opt-in dark pattern for users to find it harder not to subscribe.

Why? Because automatic opt- out buttons or allowing users to freely think about newsletter subscriptions (i.e., without guiding them with a design pattern) mean fewer subscriptions.

Here, it appears the designer failed to use the automatic opt-in design pattern.

You can frame your “why” questions with different wording (e.g., “What do you think made that happen?”).

Keep asking until you get to the root cause of why your users feel or behave a certain way. For example, if they say, “Because I felt like doing that,” try to prompt them to evaluate their statement (without annoying them).

You can ask fewer (or more) questions, whatever works.

Ask “Why?” even if you think you already know the answer: you may be surprised what insights you can evoke.

© Olya Kobruseva, CC0

Learn More about the 5 Whys

Take our 21st Century Design course , featuring the 5 Whys template. If you want to know more about how you can apply the 5 Whys and many other humanity-centered design tools to help solve the world’s biggest problems you can take our course Design for a Better World with Don Norman .

Read the inspiring book on how you can implement your design skills and knowledge to help solve complex global problems such as climate change, hunger and inequity. Norman, Donald A. Design for a Better World: Meaningful, Sustainable, Humanity Centered . Cambridge, MA, MA: The MIT Press, 2023. You can use 5 Whys anytime in your design process. It’s particularly helpful early on when you need to understand the problem facing your users, customers and/or stakeholders. As such, it’s a valuable aid in the first phase of the design thinking process. Take our design thinking course and learn how to benefit from the 5 Whys method.

Read this UX Planet piece for in-depth insights on 5 Whys.

Literature on 5 Whys

Here’s the entire UX literature on 5 Whys by the Interaction Design Foundation, collated in one place:

Learn more about 5 Whys

Take a deep dive into 5 Whys with our course Design for a Better World with Don Norman .

“Because everyone designs, we are all designers, so it is up to all of us to change the world. However, those of us who are professional designers have an even greater responsibility, for professional designers have the training and the knowledge to have a major impact on the lives of people and therefore on the earth.” — Don Norman, Design for a Better World

Our world is full of complex socio-technical problems:

Unsustainable and wasteful practices that cause extreme climate changes such as floods and droughts.

Wars that worsen hunger and poverty .

Pandemics that disrupt entire economies and cripple healthcare .

Widespread misinformation that undermines education.

All these problems are massive and interconnected. They seem daunting, but as you'll see in this course, we can overcome them.

Design for a Better World with Don Norman is taught by cognitive psychologist and computer scientist Don Norman. Widely regarded as the father (and even the grandfather) of user experience, he is the former VP of the Advanced Technology Group at Apple and co-founder of the Nielsen Norman Group.

Don Norman has constantly advocated the role of design. His book “The Design of Everyday Things” is a masterful introduction to the importance of design in everyday objects. Over the years, his conviction in the larger role of design and designers to solve complex socio-technical problems has only increased.

This course is based on his latest book “Design for a Better World,” released in March 2023. Don Norman urges designers to think about the whole of humanity, not just individual people or small groups.

In lesson 1, you'll learn about the importance of meaningful measurements . Everything around us is artificial, and so are the metrics we use. Don Norman challenges traditional numerical metrics since they do not capture the complexity of human life and the environment. He advocates for alternative measurements alongside traditional ones to truly understand the complete picture.

In lesson 2, you'll learn about and explore multiple examples of sustainability and circular design in practice. In lesson 3, you'll dive into humanity-centered design and learn how to apply incremental modular design to large and complex socio-technical problems.

In lesson 4, you'll discover how designers can facilitate behavior-change , which is crucial to address the world's most significant issues. Finally, in the last lesson, you'll learn how designers can contribute to designing a better world on a practical level and the role of artificial intelligence in the future of design.

Throughout the course, you'll get practical tips to apply in real-life projects. In the " Build Your Case Study" project, you'll step into the field and seek examples of organizations and people who already practice the philosophy and methods you’ll learn in this course.

You'll get step-by-step guidelines to help you identify which organizations and projects genuinely change the world and which are superficial. Most importantly, you'll understand what gaps currently exist and will be able to recommend better ways to implement projects. You will build on your case study in each lesson, so once you have completed the course, you will have an in-depth piece for your portfolio .

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5 Whys: Examples, explanations, and how to find the causes of problems

At some point, we’ve all experienced a problem with a process or strategy at work. But figuring out why the problem exists can be a daunting task. When you sit your teammates down for a discussion, emotions run high and miscommunication is common.

The 5 Whys is a powerful, easy-to-use technique for getting at the root of a problem. It empowers you and your team to understand why a problem persists and to decide on a path forward.

• What is the 5 Whys framework?

The 5 Whys is a popular problem-solving method that individuals and teams use to understand the potential causes of a specific issue. Years ago, Toyota developed the approach to help them get at the heart of complex mechanical issues, so you know it’s legitimate! The technique is easy to use: you ask why a problem happened, and then you ask four more times. By asking “why” on a step-by-step basis, you can get to the root cause of a defect, failure, challenge, or malfunction.

• When and Why the 5 Whys Analysis is Used

The 5 Whys framework is useful in a variety of situations. People love it because it helps you have a focused discussion and avoid getting distracted by other topics. You just start with a problem statement, ask why the problem exists, and keep moving through the exercise until you’ve uncovered the problem.

Here are some scenarios where you might find the 5 Whys approach to be useful.

Working on complex products

Remember, the 5 Whys technique was originally developed by Toyota. The car manufacturer needed a clear-cut way of dealing with a product that has thousands of parts. But that doesn’t mean the technique only works for large physical goods. Many organizations use the 5 Whys approach when software malfunctions, when a key deliverable with many moving parts doesn’t work properly, or when a multi-step process breaks down.

Solving complex problems

When a problem is so complex that engineers, designers, or decision-makers are scratching their heads, the 5 Whys approach may serve you well. Maybe your complicated marketing strategy didn’t hit your targets, or an important API isn’t working. Instead of getting overwhelmed, the 5 Whys framework helps you wrap your head around the problem.

Dealing with consistent problems

Maybe the problem doesn’t seem complex, but it keeps coming up. Or maybe you’ve tried multiple solutions and none seem to work. Rather than burning precious time and money on yet another risky bandaid, try the 5 Whys to finally discover what’s going on.

• How to conduct a 5 Whys analysis in 6 steps

One of the great things about the 5 Whys framework is that it’s easy to understand. Unlike many other problem-solving techniques, which can be difficult to grasp, you can explain the 5 Whys to your team in minutes. Follow these guidelines any time you need to use the approach.

Step 1 – Form your problem statement.

Start by asking your team what problem you’re about to analyze. Everyone should get a chance to articulate the problem so you’re all on the same page. Sometimes, you might find yourself using the 5 Whys approach to uncover the root of a difficult or charged obstacle. If that’s the case, give your team the time and space to be honest with each other and to have difficult conversations. Write down the problem statement for everyone to reference.

Step 2 – Ask “why has this happened?” 5 times.

Don’t be too literal with it. Feel free to amend the “why” statement to something like “Why does this keep happening?” or “Why are we having this problem?” Keep going until you’ve asked “why” five or more times. It might feel unnatural, but eventually, you’ll push through any awkwardness to uncover the root of the problem.

Step 3 – Jot down logical causes.

Okay, now you have a pretty good handle on your problem. Write down any logical causes that have followed from your 5 Whys analysis. Regardless of whether those causes came from your first “why” or your fifth, make a detailed note of them. Discuss the causes with your team and make sure you’re all agreed.

Step 4 – Hypothesize an answer.

Now that you have your logical cause, it’s time to come up with some potential solutions. At this stage, you’re just having a conversation. You don’t need to come up with the perfect solution in this meeting. Have everyone go around the room and say (or write down) a possible solution. Ask everyone to vote on the most actionable one.

Step 5 – Test your hypothesis.

Put your solution to the test with some experiments. If you’ve decided that a marketing campaign failed because you didn’t choose the correct target audience, then maybe you can come up with some A/B tests to vet possible solutions. Aim for low-stakes tests that you can use to draw meaningful conclusions.

Step 6 – Repeat until solved.

Iterate until you’ve solved the problem! Don’t be discouraged if it doesn’t happen right away. Sometimes, it might take multiple rounds of “whys” followed by many rounds of testing to uncover a solution. Keep an open line of communication among your teammates and don’t give up.

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• A simple 5 Whys example

The 5 Whys is an adaptable, easy-to-use framework for uncovering the root of a problem. Organizations and teams of all sizes use the framework to overcome complex, high-stakes challenges. Here’s a quick example to help you bring this method of analysis to your own team.

Let’s say your team has been working on an app for many months. You rolled out a beta version late last quarter. You were supposed to ship the app to the rest of your users at the beginning of this quarter, but a problem arose: a bunch of your early users complained of a fatal error that caused the app to crash. As a result, you couldn’t ship it, and your customers were disappointed.

Step 1 — Write down your problem statement. 

As we mentioned above, the first step in following the 5 Whys framework is to clearly and succinctly define what problem you’re trying to solve. The entire group should be clear about this issue. In this case, the problem statement is: your app wasn’t ready to ship to your customers.

Step 2 — Start with the broadest possible question.

Start with the broadest possible question. Then aim to answer it. Why wasn’t the app ready for your customers? It wasn’t ready because there was a bug in the code that caused it to crash.

Drill down into that question. Why was there a bug in the code that caused it to crash? There was a bug in the code because the engineers didn’t get user feedback in time to fix it.

Keep drilling down. Why didn’t the engineers get that user feedback? They didn’t get the feedback because the development team didn’t provide an easy way for users to submit their feedback.

Continue drilling down, asking more and more precise questions as you get closer to the answer. Why didn’t the development team provide an easy way for users to leave feedback? They didn’t provide an easy way for users to leave feedback because they weren’t clear on deadlines for the project.

Ask “why” at least one more time. Why wasn’t the development team clear on deadlines for the project? They weren’t clear on deadlines because they weren’t meeting with stakeholders often enough to know when the timeline changed.

Step 3 – Write down logical issues.

Now you have enough information to write down logical causes. It seems that this problem stemmed from a lack of communication between stakeholders. That caused the development team and engineering team to become misaligned.

Step 4 – Once you’re ready, you can come up with a possible solution to this problem.

Once you’re ready, you can come up with a possible solution to this problem. In the future, internal stakeholders will hold weekly check-ins to make sure they’re aligned on where the project is headed.

Step 5 – Put that hypothesis into action.

Here’s where you get to test out your hypothesis and see what effects it has. Moving forward, start holding weekly check-ins and see what happens. If miscommunication and confusion goes down, you’ll know you’re on the right track.Step 6 – Adjust your strategy, if needed

Resist the urge to consider a problem “solved” and move on immediately. It’s important to revisit how the solution is functioning in the weeks ahead, continually checking in with everyone on the team to see how they’re feeling about it. You may need to tweak your strategy over time.

• How 5 Whys helped solve the problem

This example clearly showcases the power of the 5 Whys. What looked like a problem with code turned out to be a symptom of miscommunication.

Although this is just a hypothetical, we all know stuff like this happens every day. But it’s often difficult to uncover the root causes of a problem without months and months of exploration. With the 5 Whys, you can overcome costly challenges in a much shorter amount of time.

• Try the 5 Whys template for free

Clearly, asking “why?” isn’t just a technique used by persistent 4-year-olds – it’s actually a quick and easy way to identify a root cause. Countless teams across different industries have had great results using this framework. Save time, collaborate with your team, and solve hard problems with Miro’s free 5 Whys template .

• How Miro helps distributed teams collaborate

Working with a remote team can be challenging — but it also offers unparalleled opportunities for creativity and collaboration. Miro’s online whiteboard helps teams overcome cultural divides, communication silos, geographic barriers, and micro-cultures to empower you to stay connected and do great things.

Miro has a variety of templates and tools for teams to help you and your team:

• Create a mind map
• Manage a scrum board
• Create user story maps and customer journey maps
• Work with sticky notes, even if you aren’t in the same room
• Generate flow charts and diagrams
• Run brainstorming sessions

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5 Whys: Root Cause Analysis – What It Is and How to Use It

Have you ever experienced a problem that kept recurring? Addressing a problem or failure mode more than once is time-consuming and a waste of valuable resources. The issue is that the root cause isn’t being identified or addressed. If you’re not getting to the root cause, you are merely treating a symptom of the problem. In addition, if a permanent remedy is not determined and implemented, the problem will eventually repeat. However, an easy-use tool can assist in eliminating repeat problems. This tool is known as 5 Whys analysis. Unpredicted problems might occur in any team or process. However, issues are just symptoms of deeper issues. Fixing a problem faster may be a convenient solution. However, it does not protect your work process from recurring errors. This is why your team must concentrate on identifying the root cause and tackle it properly.  

The 5 Whys analysis, often known as the root cause analysis, is one of the seven fundamentals used in Six Sigma . The principle idea behind the tool is that there is a cause for every effect. Therefore, the quality issue can be seen as having multiple causes. However, it is also known that there is a series of reactions called symptoms before the cause reaches its effect. Therefore pinpointing and solving the problem at its source would benefit management. Every team encounters roadblocks in its daily work. However, using the 5 Whys will assist you in finding the root cause of any issues and protect the process from recurring errors and failures.

So, to enhance your career in quality management, Design for Six Sigma certification is a perfect choice. This Design for Six Sigma training delivered by Invensis Learning is ideal for anybody looking to understand this complex process improvement methodology. In this blog, you’ll get to know the 5 whys analysis is a simple but powerful tool for cutting rapidly through the external symptoms of a problem to discover its underlying causes so that you can resolve it once and for all.

Origin of 5 Whys

The 5 Whys technique was created in the 1930s by Sakichi Toyoda, a Japanese manufacturer, inventor, and founder of Toyota Industries . It became very famous in the 1970s, and Toyota still uses it to solve problems today. One of the essential variables for the successful implementation of the technique is to make an informed decision. This implies that the decision-making process should be based on an insightful grasp of what is happening on the work floor. In other words, people with real-world experience should be involved in the root cause analysis process. Then, logically, they can provide you with the most valuable information regarding any problem that appears in their area of expertise.  

The method is remarkably simple: you drill down to its root cause by asking “Why?” five times when a problem occurs. Then, when a countermeasure becomes evident, you follow it to prevent the recurring issue. A countermeasure is an action or set of actions that seek to prevent the problem from arising again, while a solution may seek to deal with the symptom. Countermeasures are more robust and will more likely prevent the problem from recurring.  

Before going to the depth of the topic, first, we need to understand the definition of What is 5 Whys analysis?

What is 5 Whys Analysis?

Five whys (5 whys) is an iterative inquisitive technique used to explore the cause-and-effect relationships underlying a particular problem. The primary objective of the technique is to determine the root cause of a defect or issue by repeating the question “Why?”. Each answer frames the basis of the next question. The “five” in the name derives from a recounted observation of the number of iterations to resolve the problem. Not all problems have a solitary root cause. If one wishes to reveal multiple root causes, the method must be repeated, asking a different sequence of questions each time. The method provides no rigid and fast rules about what lines of questions to investigate or how long to proceed with the search for additional root causes. 

We got the definition of 5 Whys. Now, let us try to understand why we need 5 whys analysis?  

Why Do We Need 5 Whys Analysis?

The primary advantage of the Five Whys is that it is one of the most powerful assessment methods of all non-statistical analyses. It can uncover and trace back to problems that were not obvious.   

When applying the 5 Whys technique, you need to get to the problem’s essence and fix it. The 5 Whys may demonstrate to you that the source of the problem is quite unpredictable. Often, issues considered a technical problem turns out to be human and process issues. Therefore finding and eliminating the root cause is crucial to avoid iteration of failures.  

As we have discussed why we need 5 whys analysis, now will discuss how to use 5 why analysis  

How to Use the 5 Whys Analysis? 

The 5 Whys technique will help you achieve continuous improvement at any level of your organization. Though the core of 5 Whys problem-solving is only asking five questions, we recommend some additional steps to bring the mental ability of your team members together and take action on the root causes you find. Following are some of the fundamental steps you need to follow.  

• Gather your team 
• Define the issue 
• Ask “Why?” 
• Ask “Why?” four more times 
• Know When to Stop 
• Address the Root Cause 
• Monitor Your Measures

Now will see the detailed description of using the 5 Whys analysis.  

Step 1: Gather Your Team 

The 5 Whys approach is not an individual-based activity. Attempt to gather a team of people from various departments. Each representative must be familiar with the process that will be investigated. By forming a cross-functional team, you will receive unique points of view. This will help you collect sufficient information to make an informed decision. Keep in mind that this is not an individual task, and it needs to be executed by the team.  

Step 2: Define the Issue

Discuss the issue with the team and make a concise problem statement. It will help you characterize the scope of the issue you will investigate. This is important because it investigates a wide-scope problem with hazy boundaries. Try to be as concentrated as possible to find a dynamic solution in the end.  

For example, “Team A isn’t reaching its response time goals” or “Software release B caused too many rollback failures.” Then, write your assertion on a whiteboard or sticky note, leaving sufficient space around it to add your answers to the repeated question, “Why?”  

Step 3: Ask “Why?”   

Now it’s time for your team to inquire why the problem is happening. These questions need to address concrete problems, not just theories. Asking “Why?” sounds easy, but answering it requires genuine thought. Look for answers that are based on facts: they must be records of things that have happened, not guesses at what might have occurred. This blocks 5 Whys from becoming just a process of deductive reasoning, generating many possible causes and, sometimes, creating more confusion as you chase down theoretical issues.  

The facilitator should inquire “Why” as many times as needed until the team can figure out the root cause of the initial issue.  

Advice 1: Don’t ask an excessive number of Whys. If you keep going, you might end up getting tons of unreasonable suggestions and complaints, which is not the purpose. Instead, focus on finding the root cause.  

Advice 2:  In some cases, there could be multiple root causes. The 5 Whys analysis will resemble a matrix with various branches in these circumstances. This may even help you identify and eliminate organizational issues that permanently negatively affect the overall performance.  

Step 4: Ask “Why?” Four More Times  

Ask why four times, using the previous answer to base your question on. You will have five reasons for each “why?” question whenever you have done this. As previously mentioned, you might need to ask why more times than five if you haven’t got to the root of the problem.  

Step 5: Know When to Stop   

You will know when to stop asking “why?” when asking that question no longer produces good responses. On the off chance that if you haven’t gotten to the root cause of the issue, you might need to consider a more in-depth problem-solving method like FMEA  or cause-and-effect analysis. If you’ve found more than one cause in step three, repeat the 5 Whys technique for each branch until you find a single root cause for each one. It is also important to ensure you haven’t stopped too soon and aren’t just accepting a knee-jerk or gut reaction. Please take it to the point where the team produces no reasonable responses.   

Finally, you may find the root cause of the problem is that someone failed to take the necessary action. Again, the 5 Whys method lets you bypass blame and ask why that happened. Often, you will discover an underlying organizational issue or an area where the process needs to be improved.  

Step 6: Address the Root Cause   

Whenever you have identified the root cause of the problem, the entire team should discuss a list of corrective actions or countermeasures to prevent the problem from recurring. The 5 Whys Master should then assign which team members should take responsibility for each item on the list.  

Step 7: Monitor Your Measures  

It’s very important to carefully monitor how successful your countermeasures are in stopping the problem. If they aren’t as effective as you need them to be, it means you may not have found the true root cause, and you should repeat the 5 Whys technique from the beginning. In conclusion, record your findings and distribute them throughout your organization so that everyone can learn from this particular case study. Again, if this happens, it’s a good idea to repeat the 5 Whys process to ensure that you’ve identified the correct root cause.  

Now, let us grab some ideas on using the 5 whys analysis in the next segment.  

When Should We Use the 5 Whys Analysis? 

You can use 5 Whys for quality improvement, troubleshooting, and problem-solving, but it is most effective to resolve simple or moderately difficult problems. However, it may not be suitable to tackle complex or critical issues. This is because 5 Whys can lead you down a single track, or a finite number of tracks, of inquiry when, indeed, there could be multiple causes. An extensive method such as cause and effect analysis or failure mode and effects analysis may be more effective in cases like these.  

However, this simple technique can often direct you quickly to the root cause. So, whenever a process or system is not working perfectly, give it a shot before you embark on a more in-depth approach and certainly before you try to develop a solution. The tool’s simplicity gives it high flexibility, too, and 5 Whys combines well with other methods and techniques, such as Root Cause Analysis . It is often analogous with Lean Manufacturing, identifying and eliminating wasteful practices. 

Importance of 5 Whys Analysis  

The 5 Whys technique is a simple and powerful tool for solving problems. Its main goal is to track down the exact reason that causes a given issue by asking a sequence of “Why” questions. 

• The 5 Whys method assists your team focus on finding the root cause of any problem
• It encourages each team member to share thoughts for continuous improvement, rather than accusing others
• It gives your team the confidence so that it can eliminate any issue and prevent the process from recurring failures

Techniques Used in 5 Whys Analysis  

Two main techniques are used to perform a 5 whys analysis:  

• The Fishbone (or Ishikawa) Diagram
• A Tabular Format

The Fishbone Diagram  

Fishbone diagrams (also known as Ishikawa diagrams, herringbone diagrams, cause-and-effect diagrams, or Fishikawa) are causal diagrams created by Kaoru Ishikawa that demonstrate the potential causes of a particular event. Common uses of the fishbone diagram are product design and quality defect prevention to identify potential elements causing an overall impact. Each cause or justification for imperfection is a source of variation. To identify and characterize various sources of variation, causes are frequently classified into primary categories.  

A Tabular Format  

A table is an arrangement of data, typically in rows and columns or possibly in a more complicated structure. Tables are widely used in communication, research, and data analysis. Tables appear in print media, handwritten notes, computer software, architectural ornamentation, traffic signs, and many other places. The specific conventions and terminology for describing tables vary depending on the context. Further, tables differ significantly in variety, structure, flexibility, notation, representation, and use. Information or data conveyed in table form is in tabular format.  

These techniques enable the spread of analysis to reveal various root causes.

Next, we will move towards the rules of performing a 5 why analysis.   

Rules of Performing a 5 Whys Analysis  

The five whys system can be personalized based on the particular needs of a given facility. However, most companies implementing this type of strategy will use some general rules or guidelines that can help keep the strategy focused. The following rules of performing the five whys are generally a good place to start for most situations:  

• It is important to engage the management in the five whys process in the company. For the analysis itself, think what is the right working group and consider bringing in a facilitator for more difficult topics
• Use a whiteboard or paper instead of computers
• Please write down the problem and make sure that all people understand it
• Distinguish between causes and symptoms
• Focus on the logic of the cause-and-effect relationship
• Ensure that root causes certainly led to the mistake by reversing the sentences created due to the analysis using the expression “and therefore.”
• Attempt to make answers more accurate
• Search for cause step by step, don’t make hasty judgments
• Base the statements on facts and knowledge
• Evaluate the process, not people
• Never leave “human error,” “blame John,” “worker’s inattention,” etc. as the root cause
• Establish an atmosphere of trust and authenticity
• When you structure the answer to the question “Why?” it should be according to the customer’s perspective

Criticism of the 5 Whys  

Many companies for training and engineering services successfully utilize the 5 Why technique for fundamental incidents or failures. By utilizing the right placement of triggers, organizations can use the 5 Why for its fundamental problem solving and then progress to form a Cause and Effect analysis for more complicated problems like the Apollo Root Cause Analysis method.  

A disciplined problem-solving strategy should push teams to think outside the box, identifying root causes and solutions that will prevent the recurrence of the problem instead of just treating the symptoms. There are various reasons for this criticism of the 5 Whys method:  

• The inclination for investigators to stop at symptoms rather than going on to lower-level root causes
• Inability to look beyond the investigator’s present knowledge – cannot think of any new causes
• Inadequate of support to assist the investigator in asking the right “why” questions
• Results are not repeatable – different individuals using 5 Whys come up with various causes for the same problem
• A tendency to isolate a solitary root cause, whereas each question could elicit many various root causes
• Considered a linear method of communication for what is often a non-linear event

Now, we’ll discuss the benefits and limitations of a 5 Whys analysis.  

Benefits of 5 Whys Analysis  

Following are some of the benefits of 5 whys analysis:  

• Helps identify the root cause of a problem 
• It is a very powerful tool that is easy to use
• Understand how one process can cause a chain of problems 
• Allocates time to fix the problems
• Improves decision making
• Determine the relationship between different root causes 
• Highly effective without complicated evaluation techniques

Limitation of the 5 Whys Technique  

The 5 Whys method is an incredible technique for getting to the root cause of a problem in a rather short period. However, its speed and convenience of use sometimes can lead to uneven results when it comes to a repeating failure if the 5 Whys fail to deliver the true root cause. The following are a few of the limitations of 5 Whys:  

• It doesn’t continuously lead to the identification of the root cause when the cause is unknown to team members
• Different people may get different answers about the cause of the same problem. This raises a question about the authenticity of the technique
• Confirmation bias – The tendency to interpret new data as confirmation of one’s own existing ideas or theories tends to be a driving factor for some team members during analysis
• The technique can only be as good as the people who use its expertise and experience
• You may not dive deep enough to reveal the root cause of the issue entirely
• Team members tend to depend on deductive logic instead of observation when recognizing factors leading to the root cause, which can produce needy results

Example of 5 Whys Analysis  

Jeff Bezos Amazon Example of Application of 5 Whys:

Jeff Bezos illustrated how the Five Whys could be used. He had gone to one of the shop floors at Amazon. During his visit, he saw that one of the employees fingers were caught in the conveyor belt, and the employee had been injured. The following is a record of the meeting where Mr. Bezos described this incident.  

Question 1: What caused the associate to damage his thumb?

Answer: Because his thumb got trapped in the conveyor belt.

Question 2: Why did his thumb get trapped in the conveyor?

Answer: Because he was chasing his bag, which was moving along a conveyor.

Question 3: Why was he chasing after his bag?

Answer: Because he put his bag on the conveyor, but it then turned on by surprise

Question 4: What was the purpose of his bag being on the conveyor?

Answer: Because he used the conveyor as a table  

Conclusion of the Case

So, the logical root cause of the associate’s damaged thumb is that he needed a table. Unfortunately, there wasn’t one around, so he used a conveyor as a table. To eliminate further safety incidents, we need to provide tables at the appropriate stations or give portable, light tables for the associates to utilize, update, and focus on safety training. Also, look into preventative maintenance standard work.  

Conclusion Regarding the Methodology in General

The 5 Whys act as a powerful tool and help sift through the symptoms, which represent surface-level problems to the root cause of the real problem. Solving this root cause solves all the issues in between.  

Subjectivity Involved  

The 5 Whys process is only semi-structured. Therefore, if different people do it, they may come to very different results. In addition, the process is only as good as the person running it. This makes it important to ensure that the team is cross-functional and involved in obtaining the best results for the process.  

Conclusion  

The 5 Whys technique is a problem-solving method that relies on asking “why?” five times in a continuous sequence to find the root cause. Each time you inquire why a problem occurred, your answer turns into the reason for your next question, compelling you to dig deeper and deeper into the true cause of the issue. This informed decision-making technique investigates the cause-and-effect relationships hidden behind a specific problem. Rather than coming up with a solution that could only address a certain symptom, the 5 Whys process focuses on countermeasures that aim to prevent the problem from ever occurring again.  

To learn more about 5 why analysis and, more importantly, a company that functions as an effective system, individuals and enterprise teams should get trained in widely-recognized quality management certification courses. Invensis Learning offers some of the popular quality management courses that individuals and enterprise teams can take up are: Lean Six Sigma Green Belt Certification, Lean Six Sigma Yellow Belt Certification, RCA through Six Sigma Certification, Lean Six Sigma Black Belt Certification, Lean Fundamentals Certification. Invensis Learning is one of the world’s leading and best professional certification training providers.

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The five whys method: how to unlock innovative ideas   

July 13, 2023 by MindManager Blog

In this article, we’ll delve into the powerful method of the five whys, which seamlessly combines brainstorming and problem-solving techniques . Find out how this method can help you determine the reasons behind problems, untangle issues, and devise clever solutions.  

What is the five whys root cause analysis?  

The five whys root cause analysis is a problem-solving technique used to identify the causes of an issue by asking, “Why?” repeatedly. It aims to uncover factors contributing to a problem rather than addressing surface-level details.   

The process involves starting with a problem statement and asking “Why?” to understand the immediate cause. The answer to the first “Why?” is then used to ask the second “Why?”. This recurring questioning continues until you reach the root cause of the problem or until it is no longer productive.  

The five whys method is used to dig deeper into a problem. By repeatedly asking “Why?” you can uncover apparent causes and less obvious factors contributing to the issue.  

Why use the five whys method? 

The five whys approach is effective for several reasons: 

• It promotes a thorough investigation of the problem, preventing rash conclusions and superficial explanations.  
• It encourages you to investigate underlying causes rather than surface level ideas. This helps you to address the problem at its core and leads to more effective and sustainable solutions.  
• It stimulates critical thinking and analysis because it requires individuals to think objectively about each answer to determine if it’s a symptom or a real cause. This mindset helps find the root causes and prevent the problem from reoccurring. 
• It facilitates learning and continuous improvement. By understanding the problem in full, organizations can enforce targeted actions. This improves processes, systems, and decision-making to prevent similar issues in the future.  

Overall, the five whys root cause analysis is a powerful tool for problem-solving. By promoting detailed investigation, critical thinking, and learning, the method helps to develop effective strategies for improvement.    

The five whys method in ten steps 

The five whys methodology typically requires a team of individuals with diverse expertise and perspectives. This can include stakeholders, subject matter experts, and individuals responsible for enforcing the solutions. 

The result of the five whys method is the ability to label a problem’s root cause and create a road map for action. By addressing the root cause, the five whys technique also prevents se recurrence of the problem, improve processes, and foster a culture of continuous improvement within the organization. 

The key steps in the five whys methodology are as follows: 

Step 1: State the problem 

Clearly articulate the problem or issue that needs to be addressed.   

Step 2: Build a team of brainstormers 

Gather a cross-functional team of individuals with knowledge and experience related to the problem.   

Step 3: Ask “Why?” at least five times 

Begin by asking why the problem occurred, and then continue asking “Why?” for each successive answer, delving deeper into the causes of the problem. Aim to reach the root cause by the fifth “Why?”.   

Step 4: Analyze, examine, and brainstorm 

Once the team identifies the root cause, analyze it and brainstorm to explore potential solutions.   

Step 5: Confirm the root cause of the issue 

Validate the identified root cause by assessing its alignment with the problem and the available evidence. Ensure that it is a genuine cause and not just a symptom. 

Step 6: Enforce corrective actions 

Develop and implement appropriate corrective actions that directly address the root cause. These actions should prevent the problem from recurring.   

Step 7: Monitor, observe, and evaluate the results 

Continuously monitor the effectiveness of the implemented solutions and assess their impact on resolving the problem. 

Step 8: Revise and repeat 

If the problem persists or new issues arise, repeat the five whys process to reassess and adjust the analysis and solutions accordingly.   

Step 9: Communicate and document your findings 

Maintain clear communication within the team and document the problem, root cause, and implemented solutions for future reference and organizational learning.   

Step 10: Encourage continuous improvement 

Encourage a culture of ongoing problem-solving and learning within the organization. Use the five whys process insights to improve processes, systems, and decision-making. 

Five whys example: Identifying a root cause problem  

As stated, the five whys method helps identify the root cause of an issue. In this example, the five whys help a team get to the bottom of a production problem. 

The problem : The production line in a manufacturing company is experiencing frequent breakdowns, leading to delays and reduced productivity. The team uses the five whys to understand the problem from the inside out.  

Q: Why did the production line break down?  

A: Because a critical machine overheated and shut down. 

Q: Why did the machine overheat and shut down?  

A: Because the cooling system failed to function properly. 

Q: Why did the cooling system fail to function properly?  

A: Because the coolant levels were consistently low. 

Q: Why were the coolant levels consistently low?  

A: Because there was a leak in the coolant reservoir. 

Q: Why was there a leak in the coolant reservoir?  

A: Because the reservoir was damaged due to improper maintenance. 

Root Cause : The root cause of the production line breakdown is the lack of proper maintenance, resulting in a damaged coolant reservoir and a coolant leakage. 

Based on this analysis, the company can now focus on implementing corrective actions that address the root cause. This may involve improving the maintenance schedule, conducting regular inspections, and repairing or replacing damaged equipment.  

By addressing the root cause, the company can prevent future breakdowns and improve the overall efficiency and productivity of the production line. 

Five whys example: Brainstorming a solution  

The five whys technique can be used to brainstorm to find the best solution to a problem. Below is a brainstorming example of how the five whys can be used: 

Problem : The sales of a new product have been declining rapidly. The team uses the five why method to brainstorm and find a solution.   

Q: Why are the sales of the new product declining?  

A: Because customers are finding the price too high compared to similar products in the market.   

Q: Why do customers find the price too high?  

A: Because they perceive the value provided by the product to be lower than its price.   

Q: Why do customers perceive the value to be low?  

A: Because the product lacks certain features that competitors’ products offer. 

Q: Why does the product lack those features?  

A: Because the development team did not conduct thorough market research to identify customer needs and preferences.   

Q: Why didn’t the development team conduct thorough market research?  

A: Because there was a lack of resources and time allocated for proper market analysis.   

Solution : Based on the five whys analysis, increasing sales of the new product could involve the following: 

• Conducting comprehensive market research to identify customer needs and preferences. 
• Incorporating the missing features that competitors’ products offer. 
• Reevaluating the pricing strategy to align with the perceived value of customers. 
• Allocating adequate resources and time for market analysis and product development. 

By addressing these solutions, the company can improve the product’s competitiveness, better meet customer expectations, and potentially increase sales. 

The five whys method helps in brainstorming by revealing the underlying causes and guiding the identification of appropriate solutions. 

The five whys tips checklist   

If you’re looking to use the five whys method for brainstorming or solving a problem, use these tips to help:   

• Dig deeper with “How?”. In addition to repeatedly asking “Why?”, incorporate “How?” questions to explore the process that led to the problem.    
• Encourage participation from all team members. Ensure that all team members have an opportunity to add their insights and perspectives. 
• Avoid assigning blame. The method is not about finding fault or blaming individuals. Instead, focus on understanding the systemic causes and identifying solutions collaboratively.   
• Use visual aids. Utilize visual aids such as flowcharts, diagrams, or mind maps to visualize cause-and-effect relationships.  
• Seek outside perspectives. If necessary, involve external experts or advisors who can provide fresh insights and challenge existing ideas.   
• Consider multiple root causes. Be open to the possibility that there may not be a definitive root cause. Explore multiple causes to gain a complete understanding. 

Supercharge your brainstorming with the five whys method! Explore MindManager, the ultimate mind mapping tool, to unlock innovative ideas and enhance collaboration.  

Elevate your ideation sessions and maximize your team’s potential. Sign up for a free trial  now and unleash the power of the five whys brainstorming method with MindManager! 

Five whys frequently asked questions (FAQs) 

Below are three commonly asked questions about the five whys technique and how you and your team can use it to solve problems.   

What is the five whys root cause analysis?   

The five whys root cause analysis is a method that involves asking “Why?” over and over to uncover the underlying cause of a problem.  

By continuously diving deeper into the causes, you can identify the actual root cause and provide insights for problem-solving and preventive measures. 

What are the key steps in the five whys method?  

The ten key steps in the five whys method include: 

• State the problem. 
• Build a team of brainstormers. 
• Ask “Why” at least five times. 
• Analyze, examine, and brainstorm. 
• Confirm the root cause of the issue. 
• Enforce corrective actions. 
• Monitor, observe, and evaluate the results. 
• Revise and repeat. 
• Communicate and document your findings. 
• Encourage continuous improvement.   

What types of problems can five whys help solve?  

The five whys method can help solve various problems across many domains. It is particularly effective for addressing complex or recurring issues that require deeper understanding and systematic problem-solving.  

It can be applied to problems related to: 

• Product defects 
• Process inefficiencies 
• Customer complaints 
• Service failures 
• Project delays 
• Interpersonal conflicts.  

By identifying the underlying causes and root issues, the five whys method enables organizations to implement targeted solutions and prevent the problems from recurring. 

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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 Art of Aliveness for All

The Five Whys (or 5 Whys): A Root Cause Analysis for Better Problem Solving

By Kyle Kowalski · 2 Comments

The five whys (or 5 whys) in a nutshell:

Here’s a short 3-minute video introduction from Eric Ries, entrepreneur-in-residence at Harvard Business School:

“Behind every seemingly technical problem is actually a human problem waiting to be found.” — Eric Ries

The 5 Whys Origin at Toyota

The origin of the technique is typically attributed to Sakichi Toyoda and Taiichi Ohno at Toyota Motor Corporation:

• “We come across problems in all sorts of situations in life, but, according to Taiichi Ohno, pioneer of the Toyota Production System in the 1950s, ‘Having no problems is the biggest problem of all.’ Ohno saw a problem not as a negative, but, in fact, as ‘a kaizen (continuous improvement) opportunity in disguise.’ Whenever one cropped up, he encouraged his staff to explore problems first-hand until the root causes were found. ‘Observe the production floor without preconceptions,’ he would advise. ‘Ask why five times about every matter.’ “¹
• “(The five whys method is) the basis of Toyota’s scientific approach by repeating why five times the nature of the problem as well as its solution becomes clear .”²

A 5 Whys Example

Here’s an easy five whys example to illustrate the idea²:

Problem: The vehicle will not start.

• 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)

Concluding Thoughts:

This method is very flexible. Sometimes you only need three whys and in other cases you may need more than five.

Also, it’s not just for problems. The five whys can be used in positive situations to help you focus and make tough decisions.

Have you tried the 5 whys? Let me know in the comments!

You May Also Enjoy:

• 10 Life (& Work) Hacks from “Essentialism” (Book Summary)
• Create a Daily Routine with Calendar Time Blocking (+ 7 Pro Tips)
• Say “NO” Often to Say “YES” to What Matters
• http://www.toyota-global.com/company/toyota_traditions/quality/mar_apr_2006.html
• https://en.wikipedia.org/wiki/Five_whys

About Kyle Kowalski

👋 Hi, I'm Kyle―the human behind Sloww . I'm an ex-marketing executive turned self-education entrepreneur after an existential crisis in 2015. In one sentence: my purpose is synthesizing lifelong learning that catalyzes deeper development . But, I’m not a professor, philosopher, psychologist, sociologist, anthropologist, scientist, mystic, or guru. I’m an interconnector across all those humans and many more—an "independent, inquiring, interdisciplinary integrator" (in other words, it's just me over here, asking questions, crossing disciplines, and making connections). To keep it simple, you can just call me a "synthesizer." Sloww shares the art of living with students of life . Read my story.

Sloww participates in the Amazon Services LLC Associates Program. When you purchase a book through an Amazon link, Sloww earns a small percentage at no additional cost to you. This helps fund the costs to support the site and the ad-free experience.

Reader Interactions

March 27, 2018 at 4:16 PM

Pretty sure 5-year-olds invented this one a loooong time ago. And I agree, it works.

March 27, 2018 at 7:14 PM

Haha! Very true, Scott. There’s certainly something to be said for a child’s never-ending curiosity and questioning.

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Root Cause Analysis – The 5 Whys Technique

This elementary and often effective approach to problem-solving promotes deep thinking through questioning, and can be adapted quickly and applied to most problems. For example, asking “Why?” may be a favorite technique of your three-year-old child in driving you crazy, but it could teach you a valuable problem-solving technique.

“If you don’t ask the right questions, you don’t get the right answers. A question asked in the right way often points to its answer. Asking questions is the ABC of diagnosis. Only the inquiring mind solves problems.” – Edward Hodnett

The “5 Whys” is a simple problem-solving technique that helps you to get to the root of a problem quickly, which was originally developed by Sakichi Toyota. It was used within the Toyota Motor Corporation during the evolution of its manufacturing methodologies. It is a critical component of problem-solving training, delivered as part of the induction into the Toyota Production System.

How to Conduct 5 Whys Analysis?

When you’re looking to solve a problem, start at the result and work backward (toward the root cause), continually asking: “Why?” You’ll need to repeat this over and over until the root cause of the problem becomes apparent.

The 5 Whys strategy involves looking at any problem and asking: “Why?” and “What caused this problem?” Very often, the answer to the first “why” will prompt another “why” and the answer to the second “why” will prompt another and so on; hence the name the 5 Whys strategy.

The 5 Whys exercise is vastly improved when applied by a team and there are five basic steps to conducting it:

• Write down the specific problem. Writing the issue helps you formalize the problem and describe it completely. It also helps a team focus on the same problem.
• Ask “Why” the problem happens and write the answer down below the problem.
• If the answer you just provided doesn’t identify the root cause of the problem that you wrote down in Step 1, ask “Why” again and write that answer down.
• Loopback to step 3 until the team is in agreement that the problem’s root cause is identified. Again, this may take fewer or more times than five Whys.
• After settling on the most probable root cause of the problem and obtaining confirmation of the logic behind the analysis, develop appropriate corrective actions to remove the root cause from the system.

Edit this Diagram

5 Whys 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)

Note: A 5 Whys analysis sometime could be taken further to a sixth, seventh, or higher level, but five iterations of asking why are generally sufficient to get to a root cause.

5-Whys Criticisms

Here are each of the criticisms as listed on the Wikipedia:

• Stopping at symptoms, not the root cause
• Limited by the investigator’s knowledge.
• Not asking the right Why questions.
• Not repeatable – Different people build different 5 Whys.
• The tendency to isolate a single root cause

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• Root Cause Analysis (RCA): The 5 Whys Explained

Root Cause Analysis (RCA) is a systematic problem-solving technique used to identify the underlying causes of an issue or problem. It's a valuable tool for organizations and individuals seeking to address problems effectively and prevent their recurrence. One of the most straightforward and widely used methods within RCA is the "5 Whys" technique, which encourages users to dig deep into the root causes of an issue by asking a series of "why" questions. 

In this article, we'll explore the 5 Whys technique, its benefits, and how to effectively apply it.

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The basics of the 5 whys.

The 5 Whys technique is attributed to Taiichi Ohno, the father of the Toyota Production System. It is a deceptively simple method that involves repeatedly asking the question "Why?" to get to the core of a problem. Typically, you start with the problem statement and then ask "Why?" five times or more until you reach a point where you uncover the root cause.

Let's illustrate the process with a simple example......

Problem Statement: The car won't start.

• Why won't the car start? Because the battery is dead.
• Why is the battery dead? Because the alternator is not functioning.
• Why is the alternator not functioning? Because the serpentine belt is broken.
• Why is the serpentine belt broken? Because it was not replaced during the recommended maintenance.
• Why was the belt not replaced during maintenance? Because there was no regular vehicle maintenance schedule in place.

In this example, the root cause of the car not starting is the absence of a regular vehicle maintenance schedule. The 5 Whys helped identify the underlying issue, rather than just focusing on the surface problem of a dead battery.

Benefits of the 5 Whys Technique

• Unearthing the Root Cause:  The primary benefit of the 5 Whys technique is its ability to delve deep into the layers of causation, uncovering the root cause of a problem. This ensures that you address the actual source of the issue rather than merely its symptoms.
• Simplicity: The 5 Whys method is easy to understand and implement. It doesn't require advanced tools or expertise, making it accessible to individuals and teams at all levels of an organization.
• Cost-Effective:  By addressing the root cause, organizations can avoid repeatedly dealing with the same problem, which can save time and resources in the long run.
• Continuous Improvement: The 5 Whys can be incorporated into a culture of continuous improvement, fostering a proactive problem-solving mindset within an organization.
• Preventing Recurrence: Since the technique aims at identifying the root cause, it helps in developing more effective preventative measures to stop the problem from happening again.

How to Use the 5 Whys Effectively

• Start with a Clear Problem Statement:  Begin by defining the problem concisely. The problem statement should be specific and measurable.
• Ask "Why?" Repeatedly:  After stating the problem, ask "Why?" and record the response. Continue asking "Why?" for each answer until you reach the root cause.
• Go Beyond the Obvious:  Avoid jumping to conclusions or stopping at surface-level answers. The key is to dig deeper with each "Why?" to get to the underlying issue.
• Stop at the Root Cause:  You may not always need to ask "Why?" exactly five times; sometimes, it might require more or fewer iterations to uncover the root cause. The goal is to stop when you've reached the true origin of the problem.
• Implement Corrective Actions: Once you've identified the root cause, devise and implement corrective actions to address it. These actions should be aimed at preventing the issue from recurring.

The 5 Whys technique is a powerful tool for root cause analysis that can help individuals and organizations tackle problems more effectively. By systematically asking "Why?" multiple times, you can unearth the true root cause of an issue and implement lasting solutions. While it may seem simple, its simplicity is what makes it so valuable, as it can be applied across various industries and situations. 

Incorporating the 5 Whys into your problem-solving toolkit can lead to more efficient processes, improved quality, and a culture of continuous improvement. 

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What are the Five Whys? A Tool For Root Cause Analysis

What are the five whys.

Five whys (5 whys) is a problem-solving method that explores the underlying cause-and-effect of particular problems.

The primary goal is to determine the root cause of a defect or a problem by successively asking the question “Why?”. The number ‘5’ here comes from the anecdotal observation that five iterations of asking why is usually sufficient enough to reveal the root cause.

In some cases, it may take more or fewer whys, depending on the depth of the root cause.

Why The Five Whys?

The main benefit of the Five Whys is that it is one of the most powerful assessment methods of all non-statistical analyses. It can uncover and trace back to problems that were not very clear or obvious.

It is simple, and it works.

The Benefits of Five Whys

• Helps identify the root cause of a problem
• Understand how one process can cause a chain of problems
• Determine the relationship between different root causes
• Highly effective without complicated evaluation techniques

When Should You Use This Method?

• For simple to moderately difficult problems
• More complex problems may require this method in combination with some others
• When problems involve human factors or interactions. So any time human error is involved in the process.

How to Complete a Five Whys Root Cause Analysis

• Begin with a specific problem. What is it that you are having an issue with? This can also help the team focus on the same problem.
• Ask why the problem happened and write the answer down below the specific problem you listed in step one.
• Keep asking “ why” to each of the successive answers you write down until you reach the root cause of the problem.
• Again, this may take more or less than five “ why”s . Make sure your team sees eye-to-eye with each of the questions being answered as well as the final root cause.

Key Things to Keep in Mind

• Distinguish causes from symptoms or causal factors
• To make sure that you are attributing the correct answer to each “ why” , try working backwards. (Answer to the “ Why?” + “and therefore” + the Problem Identified for that Question)
• You can break down your answers as much as you like. The more the better.
• Answers should always be based on facts and data
• Last but not least, assess the process, not the people.

Toyota Five Whys

The Five Whys method was originally developed by Sakichi Toyoda , the founder of Toyota Industries. This method became widely used in Toyota Motor Corporation and is still used frequently to this day. Taiichi Ohno, the architect of the Toyota Production System, describes the five whys as “the basis of Toyota’s scientific approach.”

Along with their other “go and see” philosophies, the five whys method is used along with other famous concepts such as kaizen , poka-yoke , and jidoka .

Five Whys Example

Here’s an example of how this works:

The Root Cause reveals the source of the problem. By coming up with a solution for the root cause, there is a high chance that all of the whys leading up to the final answer will naturally get resolved.

Five Whys Tools

The simplest way of conducting the Five Whys test is to simply write it down on a piece of paper. However, the fishbone, or the Ishikawa diagram , can help during the initial process of identifying problems. The diagram can reveal problems that may need the five whys for a deeper look. Then, you can gather all of the root-cause-effect relationships and evaluate which of them had the greatest impact on the original problem.

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5 Whys template: Root cause analysis

March 6, 2024 - 10 min read

Ever had something go wrong and couldn’t figure out why? It might be simply because you haven’t traced the problem back to its roots. All you need to start with is a simple question: “Why?”

You ask “Why?” five times (or as many as needed) to get to the bottom of the problem. Let’s say your sales dropped this quarter. Why? Maybe your website was down a lot. Why was it down? You find out your server keeps crashing. And why is that? Turns out it’s overloaded. See the pattern? You keep digging until you hit that “Aha!” moment.

So grab a cup of coffee, gather your team, and get ready to ask “Why?” like a curious toddler. We’ll also introduce you to Wrike, the most powerful work management software that top organizations like Fitbit and Walmart Canada have used to save their teams from many headaches. It’s time to become the problem-solving hero your company needs. Let’s get to it! 

Find out how Wrike can help your business stay on top of its game — start your free trial now .

Understanding the 5 Whys technique

The 5 Whys method is a powerful and straightforward approach to root cause analysis used in various industries worldwide. It focuses on asking why a problem happened and then repeating “Why?” four more times until you find the main cause.  

Imagine you’re running late because your car won’t start. You could scream, “Why today?!” and leave it at that. But what if you asked “Why?” five times to figure it out? First, “Why?” The battery is dead. “Why?” The lights were left on. Keep going until you realize it’s because there’s no reminder chime when you leave the lights on. Bingo! You’ve found something fixable.

That’s the 5 Whys technique in a nutshell. It’s disarmingly simple. You start with a problem and ask “Why?” repeatedly until you unearth the root cause. 

The origin of the 5 Whys method

Developed in the 1930s , the 5 Whys method was first used in the Toyota Motor Corporation’s manufacturing process to identify the underlying cause of mechanical issues affecting its production. To find the main cause of a problem and avoid similar issues later, the team repeated the same question multiple times: “Why?” This process helped them discover and fix problems effectively. 

Since then, the 5 Whys method has been adopted by organizations across various sectors and industries, including healthcare, finance, and technology. It has proven to be an effective tool for improving processes and identifying underlying issues that may have gone unnoticed.

The purpose of the 5 Whys technique

You know those “D’oh!” moments when the solution was right under your nose all along? That’s the sweet spot the 5 Whys technique aims for. 

The 5 Whys technique serves two primary purposes. First, it reveals the root cause of the problem, which helps organizations eliminate the cause and implement solutions that will prevent future occurrences. Second, the method encourages problem solving by bringing cross-functional teams together to address issues. This technique allows organizations to better understand each issue and develop more effective solutions by involving people from different departments.

And speaking of effective solutions, integrating tools like Wrike’s Calendar view and Board view into your problem-solving process can significantly enhance the effectiveness of the 5 Whys technique. With the Calendar view, you can easily track when each step of the process needs attention and see what other teams are working on to ensure alignment. Meanwhile, with its Kanban-style layout, the improved Board view allows you to effortlessly move tasks to widgets to update the status of your investigations, track the progress of key projects, and pinpoint any overdue tasks.  

How the 5 Whys method improves problem-solving skills

You don’t just spot a problem and throw a Band-Aid on it. You need to get to the core, repeatedly asking the same question until you hit the source. The 5 Whys method improves problem solving by helping teams think critically and systematically as they break down complex problems into manageable components and identify the underlying reasons for a problem. 

The strategy also allows teams to understand the relationship between different factors contributing to the problem. Team members can address underlying issues rather than just treating the symptoms. Instead of getting winded and giving up after the first hurdle, you learn to keep digging. Each “Why?” is a step deeper, and you build up the endurance to not settle for surface-level answers.

Once your team identifies problems using the 5 Whys technique, Wrike is the perfect platform for creating and implementing plans to solve these problems. For example, look at how Frontline Education used Wrike to get more done in less time. Its team saw a remarkable improvement in their work process with Wrike. “Wrike has been able to bring finance, marketing, CS, operations, and IT all together in one system,” says Sean Amster. This unified approach allowed for seamless communication and collaboration across departments, improving their problem-solving abilities. He adds:

“We do more, and we do it faster. Projects that used to take us eight days now take us only five. We’ve also been able to handle about 80 more projects per quarter. That’s a 20% increase in workload that marketing can take on because of Wrike.”

It’s clear that by employing the right tools and methods, like the 5 Whys technique and Wrike, organizations can significantly enhance their ability to solve problems and improve their overall productivity.

The 5 Whys root cause analysis template: A step-by-step guide

To implement the 5 Whys method effectively, it’s essential to follow a structured process. Here’s a step-by-step guide:

Step 1: Define the problem

Define the problem clearly, as this will set the stage for the rest of the process. Identify the issue you need to solve, what it relates to, and which stakeholders it affects. This will help you focus on the questions you will ask later. 

If you’re working in a manufacturing plant, the problem could be a machine that keeps breaking down, causing delays in production. The stakeholders affected could be the production team, the maintenance team, and the clients who are waiting for the products.

Here’s how you tackle it:

• Get specific.  
• Talk to the folks involved.  
• Get your facts straight.
• Collect any data or records related to the problem.
• Make a clear statement that sums up the problem.  
• Double-check to confirm if it’s the real deal.  

Step 2: Ask “Why?” until you identify the root cause

Ask yourself why the problem occurred. Answer it, then ask it again for each answer to the previous question. You want to build up the underlying reasons for the original problem and repeat this process until the root cause is identified. 

A typical example of a 5 Whys sequence is:

• Why did the machine break down?  
• Why was the lubricant insufficient?  
• Why did the machine not receive enough lubrication?  
• Why was the system not corrected?  
• Why did technicians not follow the manual?  

As you can see, the 5 Whys method helps you dig deeper into the problem and identify the underlying causes. In this example, the root cause needs to be more effective training for maintenance technicians.

Step 3: Analyze the root cause

You’ve asked “Why?” many times, and now you’re staring at the root of the problem. This step helps you make sense of what you’ve uncovered. You’ve peeled back the layers, and there it is — the core issue causing all the fuss.

Here’s how to dive deep without getting lost:

• Connect the dots. 
• Think of solutions, not problems.  
• Get a second opinion. 
• Write it down.

If the machine breaks down because technicians weren’t trained properly, figure out why the training wasn’t good enough. Is it because the training materials are outdated or not comprehensive enough? Or is it because the trainers aren’t skilled enough to complete the training effectively? Once you have identified the reasons, you can develop a plan to address the root cause.

Step 4: Implement corrective actions

Based on the underlying root cause analysis, develop practical and impactful solutions to eliminate the cause of the original problem. You should also reflect on how to prevent future occurrences of the same issue. 

Implementing corrective actions is where your findings turn into tangible improvements. You make those big or small adjustments that help prevent the problem from happening again.  

Real-world examples of the 5 Whys problem-solving technique

Here are three real-world examples of how the 5 Whys technique can be used to solve problems:

Example 1: Manufacturing defect

A toy manufacturer notices an uptick in customer complaints about a popular toy car. it’s getting feedback like, “My kid’s car broke on day one!” Not great for business, right? Let’s look at how the company can tackle this with the 5 Whys technique.

• Why are customers complaining about toy cars? Because the wheels on the cars break easily.
• Why do the wheels break easily? The plastic used in the wheels isn’t strong enough.
• Why isn’t the plastic strong enough? The supplier changed the plastic composition to cut costs.
• Why did the supplier change the plastic composition without informing us? There was no requirement for the supplier to communicate material changes.
• Why wasn’t there a requirement for communication on material changes? The contract with the supplier didn’t specify this need.

Boom! There it is. The root cause wasn’t just the wheel or the plastic; it was a gap in the contract. In response, the team implemented a comprehensive template for all supplier contracts. This helped to prevent similar issues from occurring in the future.

Example 2: Customer complaint

Have you ever been to a restaurant where your order took forever? Frustrating, right? Let’s look at a similar scenario where a restaurant chain gets many complaints about slow service. They decide to whip out the 5 Whys technique to get to the bottom of this.

• Why are customers complaining about slow service? Because their orders are taking too long to arrive.
• Why are orders taking so long? The kitchen is backed up and can’t keep up with the demand.
• Why can’t the kitchen keep up? They’re short-staffed, and the current layout slows down meal preparation.
• Why are they short-staffed? They’ve had difficulty retaining kitchen staff due to low job satisfaction.
• Why is job satisfaction so low among kitchen staff? The work environment is stressful and the equipment needs to be updated, making tasks more difficult than they need to be.

Aha! The root of the issue isn’t just the slow service; it’s deeper. It’s about staff retention, job satisfaction, the working environment, and the equipment. 

Example 3: Project delay

A project was delayed, causing frustration among stakeholders. The 5 Whys method showed that the cause of the delays was understaffing. The team continued to ask “Why?” until they uncovered that the root cause of the understaffing was a lack of clear project timelines and resource allocation .

So, the team created and implemented a new project management process that included clear timelines and resource allocation plans. The team also identified other areas where resource allocation could be improved and implemented changes to prevent future delays.

Tips for effective 5 Whys implementation

To successfully implement the 5 Whys method in your organization, consider the following tips: 

• Use open communication and transparency during analysis to allow team members to share their thoughts freely without fear.  
• Avoid blaming people or departments for the problem and instead focus on developing solutions that will resolve the issue.  
• Use data to support your findings and validate root cause analysis results.
• When you’ve successfully solved a problem, celebrate! It boosts morale and encourages everyone to engage in future problem-solving adventures.
• Schedule check-ins to see how things are going.

How Wrike helps with the 5 Whys problem-solving process

Wrike, a versatile project management and collaborative platform, can play a valuable role in facilitating your 5 Whys root cause analysis practice.  Wrike allows users to create and assign tasks for each “Why?” question, ensuring accountability and collaboration among team members. You can gather and analyze insights from different viewpoints by sharing documents and collaborating in real time. 

With Wrike, you can use:

• Dashboards to track each question and monitor progress on implementing solutions
• Gantt charts to map out the timeline from problem identification to resolution
• Kanban boards to move tasks through stages of investigation and action, ensuring everything gets noticed
• Cross-tagging to ensure that insights from your 5 Whys analysis can be easily accessed and acted upon by all relevant stakeholders
• Integrations to gather data, share findings, and collaborate on solutions without ever leaving the Wrike ecosystem

Using these features, Wrike transforms the 5 Whys from a basic questioning technique into a powerful problem-solving process.  

  Start your free two-week trial right away.

Note: This article was created with the assistance of an AI engine. It has been reviewed and revised by our team of experts to ensure accuracy and quality.

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Occasionally we write blog posts where multiple people contribute. Since our idea of having a gladiator arena where contributors would fight to the death to win total authorship wasn’t approved by HR, this was the compromise.

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Actively seek out diverse opinions: Engage in conversations with people from different backgrounds, cultures, and experiences. By listening to their perspectives, we can broaden our own understanding and challenge our preconceived notions. Engage in respectful debates: By creating a safe and inclusive space for discussion, individuals can share their ideas and opinions without fear of judgment or ridicule. This allows for the exploration of different viewpoints and encourages critical thinking. Encourage others to share their ideas: By creating an environment where everyone's voice is valued and respected, people feel more comfortable expressing their thoughts and opinions. This not only promotes critical thinking but also enhances collaboration and teamwork. Promoting Intellectual Curiosity Intellectual curiosity drives critical thinking by inspiring us to ask questions and seek answers. It is the desire to explore new ideas, learn new concepts, and expand our knowledge. Encourage a love for learning: Provide opportunities for individuals to pursue their interests and passions. Whether it's through reading books, attending workshops, or participating in online courses, fostering a love for learning can ignite intellectual curiosity and fuel critical thinking. Ask thought-provoking questions: By getting individuals to think deeply about a topic, we can stimulate their curiosity and encourage them to seek answers. Thought-provoking questions challenge them to consider different perspectives, analyze information critically, and develop their own opinions. Provide opportunities for exploration and discovery: Offer hands-on activities, experiments, or projects that allow your team to engage with the subject matter actively. By providing these opportunities, individuals can develop a sense of ownership over their learning and become more motivated to think critically. Overcoming Obstacles in Critical Thinking While critical thinking is a valuable skill, there are certain obstacles that can hinder its development. Recognizing and addressing these obstacles is essential for cultivating effective critical thinking abilities. Influence of cognitive biases: Cognitive biases are inherent biases that affect our thinking and decision-making processes. They can lead to flawed reasoning and prevent us from considering alternative perspectives. For example, confirmation bias is the tendency to seek out information that confirms our existing beliefs, while ignoring or dismissing evidence that contradicts them. Groupthink, on the other hand, occurs when individuals prioritize harmony and consensus over critical evaluation of ideas. By being aware of common cognitive biases, such as confirmation bias or groupthink, we can actively work to mitigate their impact. Regular self-reflection: Taking the time to examine our own thought processes and beliefs can help us identify any biases that may be influencing our thinking. Seeking input from others is also crucial in overcoming cognitive biases. By actively soliciting different perspectives and opinions, we can broaden our understanding and challenge our own prejudices. Information overload: In today's digital age, we are constantly bombarded with information from various sources. This influx of information can overwhelm our cognitive abilities and hinder critical thinking. It is essential to develop information literacy skills to navigate this challenge. Non-credible sources: With the rise of fake news and misinformation, it is crucial to critically assess the sources of information we encounter. By considering factors such as the author's expertise, the publication's reputation, and the presence of bias, we can make more informed judgments about the reliability of the information. Applying Critical Thinking in Problem Solving While critical thinking is valuable in itself, its true impact lies in its application to real-world problem solving. Cultivating critical thinking skills allows us to tackle challenges in various contexts, from everyday situations to professional settings. Everyday Situations Everyday situations offer ample opportunities to apply critical thinking. From personal relationships to day-to-day decision making, critical thinking enables us to assess situations, consider different perspectives, and make informed choices. Whether it's evaluating the credibility of a news article or weighing the pros and cons of a personal decision within the family, critical thinking helps us navigate complex situations with confidence. Professional Settings In the professional world, critical thinking is highly valued and sought after. It is necessary for problem solving, decision making, and innovation. Furthermore, critical thinking lets us to analyze market trends, evaluate risks and opportunities, and develop effective strategies. By cultivating critical thinking skills, we can enhance our professional performance and contribute to the success of our organizations. Foster Critical Thinking with Wrike Cultivating critical thinking skills is crucial for effective problem-solving. With Wrike, you can foster an environment that encourages critical thinking. Wrike allows you to create individual folders for each project or task, serving as a central hub for all relevant information and updates, promoting transparency and encouraging informed decision-making. Beyond just fostering critical thinking, Wrike offers a comprehensive suite of tools designed to streamline your workflows, foster collaboration, and drive productivity. From real-time communication to intuitive task management features, Wrike provides everything you need to cultivate critical thinking for effective problem-solving. Ready to foster critical thinking and enhance your problem-solving capabilities? There's no better time to start than now. Get started with Wrike for free today. Note: This article was created with the assistance of an AI engine. It has been reviewed and revised by our team of experts to ensure accuracy and quality.

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The Power of the Five Whys: Drilling Down to Effectively Problem-Solve

What is the “5 whys” method, the power of asking “why”, when the 5 whys should be used, how to utilize the 5 whys technique, five whys examples, other ways of improving problem-solving.

It’s a fact of life that things don’t always go according to plan. When facing mistakes or challenges, asking “why”—especially if you do it repeatedly—can help uncover deeper layers of understanding so you can identify potential solutions.

The question “why” can be used in problem-solving as a powerful technique that helps us dig deeper, challenge assumptions, and think critically. After all, if you’re not sure why a problem exists in the first place, it’s very difficult to solve it.

The “Five Whys” method (also called “5 Whys Root Cause Analysis”) can specifically help in examining beliefs, behaviors, and patterns to shine a light on areas for improvement. The Five Whys have other benefits too, including encouraging collaboration and communication since this strategy promotes open dialogue among team members or partners. It also helps generate effective and lasting solutions that can prevent similar issues from resurfacing in the future.

In this article, learn how to use the Five Whys to save yourself or your company from wasting time and money and to address important issues at their source before they escalate.

The “Five Whys” is a technique commonly used in problem-solving to find the root causes of problems . This type of analysis can be applied to various situations, including within companies and relationships, to gain deeper insights and understandings of challenges and obstacles. The method involves “drilling down” by repeatedly asking “why”—typically five times or more—to get to the underlying causes or motivations behind a particular issue. Overall, it’s a way to figure out causes and effects related to a situation so that solutions can be uncovered.

“Effective problem solving can help organizations improve in every area of their business, including product quality, client satisfaction, and finances.” Jamie Birt , Career Coach

Here are a few reasons why asking “why,” or practicing the Five Whys, is important in problem-solving:

• Identifies underlying issues and root causes: Repeatedly asking “why” helps peel back the layers of a problem to get closer to the heart of what’s not working well. The goal is to define the real issue at hand to address its underlying causes. Understanding root causes is crucial because it enables you to address issues at their source rather than simply dealing with surface-level effects.
• Promotes critical thinking: Critical thinking refers to the process of objectively and analytically evaluating information, arguments, or situations. To engage in critical thinking and analysis, we need to ask “why,” usually over and over again. This encourages us to develop a more nuanced understanding of a problem by evaluating different factors, examining relationships, and considering different perspectives. Doing so helps lead to well-reasoned judgments and informed decisions.
• Uncovers assumptions: The opposite of assuming something is remaining open-minded and curious about it. Albert Einstein once said , “The important thing is not to stop questioning. Curiosity has its own reason for existing.” Asking “why” prompts you to challenge preconceived notions you may not even realize you have. Often, we make assumptions about a problem or its causes without having all the information we need. By gaining a fresh perspective, we can consider alternative solutions.
• Generates insights: The Five Whys can lead to valuable discoveries and potential fixes by uncovering hidden connections. These insights can guide us toward innovative solutions that prevent similar problems from worsening or happening again.

“Curiosity has been identified as a characteristic of high-performing salespeople, and having a tool and system that fosters curiosity in your team is extremely helpful.” Alexander Young, Forbes

Any time a problem needs to be clarified and solved, the Five Whys can help. This flexible technique can be adapted to different situations, including personal and professional ones. For example, it’s useful when there are complications within businesses that are causing a loss of profits or when arguments occur among family members or partners. Eric Ries from Harvard Business Review points out that start-ups can especially benefit from the Five Whys to test and refine procedures, ideas, products, and processes.

To get the most out of the Five Whys, include people with personal knowledge of the problem, processes, and systems involved in the analysis, such as employees and customers. This means that if a leadership team, for example, wants to use the Five Whys to improve customer engagement, actual customers and customer service representatives would be ideal people to include in the discussion. 

Here are examples of situations in which the Five Whys can be utilized:

• Troubleshooting business processes or operations issues, such as delivery or customer service concerns.
• Identifying the reasons behind personal challenges or recurring problems, such as disputes between bosses and employees.
• Analyzing project failures or setbacks, such as missed deadlines, to find underlying causes.
• Understanding customer complaints or dissatisfaction to improve products or services.
• Improving communication, teamwork, and client relationships.

Sakichi Toyoda (1867–1930) was a Japanese inventor and industrialist known for his business ventures, including founding the Toyota Motor Corporation. Toyoda is credited with developing the Five Whys method in the 1930s, which he used to support continuous improvement within his companies . 

For example, within Toyota Production System (TPS), key goals included eliminating waste, improving efficiency, and ensuring quality. Toyoda used the Five Whys to identify problems within his company and to find ways to resolve them to improve production and customer satisfaction. He once stated , “By repeating why five times, the nature of the problem as well as its solution becomes clear.”

“The beauty of the [Five Whys] tool is in its simplicity. Not only is it universally applicable, it also ensures that you don’t move to action straight away without fully considering whether the reason you’ve identified really is the cause of the problem.” Think Design

The Five Whys works by drilling down to a main underlying cause. The answer to the first “why” should prompt another “why,” and then the answer to the second “why” should continue to prompt more “whys” until a root cause is identified.

Follow these steps to implement the Five Whys:

1. Identify the Initial Problem: Clearly define the problem you want to address. Be specific, such as by including details that help with the analysis. Make sure to clearly articulate the issue by breaking it down into smaller components to ensure everyone involved has a thorough understanding of the situation.

2. Ask “Why?”: Start by asking why the problem occurred. Answer your own question. The answer becomes the basis for the next “why” question.

3. Repeat the Process Five or More Times: Continue asking “why” about the previous answer, iterating at least five times or until you reach a point where the root cause of the problem becomes apparent.

4. Analyze and Take Action: Once you have identified the root cause, analyze potential solutions and take appropriate action.

Here’s a template that you can use to make the process simple:

Problem Statement: (One sentence description of the main problem)

• Why is the problem happening? (Insert answer)
• Why is the answer above happening? (Insert answer)

Root Cause(s) 

To test if the root cause is correct, ask yourself the following: “If you removed this root cause, would this problem be resolved?”

Potential Solutions:

List one or more ways you can resolve the root cause of the problem.

The Five Whys method is not a rigid rule but rather a flexible framework that can be adjusted based on the complexity of the problem. You may need to ask “why” only three times or more than five times, such as 7 to 9 times, to nail down the main underlying cause. It’s not the exact amount of “whys” you ask that matters, more so that you’re really investigating the situation and getting to the root of the issue.

Here are two examples of how the Five Whys technique can be used to problem-solve:

Example 1: Machine Breakdown

• Problem Statement: A machine in a manufacturing facility keeps breaking down.
• Why did the machine break down? The motor overheated.
• Why did the motor overheat? The cooling system failed.
• Why did the cooling system fail? The coolant pump malfunctioned.
• Why did the coolant pump malfunction? It wasn’t properly maintained.
• Why wasn’t the coolant pump properly maintained? There was no regular maintenance schedule in place.
• Root Cause: The lack of a regular maintenance schedule led to the coolant pump malfunction and subsequent machine breakdown.
• Solution: Implement a scheduled maintenance program for all machines to ensure proper upkeep and prevent breakdowns.

Example 2: Orders Not Being Fulfilled On Time

• Problem Statement: The order fulfillment process in an e-commerce company is experiencing delays.
• Why are there delays in the order fulfillment process? The warehouse staff is spending excessive time searching for products.
• Why are they spending excessive time searching for products? The products are not organized efficiently in the warehouse.
• Why are the products not organized efficiently? There is no standardized labeling system for product placement.
• Why is there no standardized labeling system? The inventory management software does not support it.
• Why doesn’t the inventory management software support a labeling system? The current software version is outdated and lacks the necessary features.
• Root Cause: The use of outdated inventory management software lacking labeling functionality leads to inefficient product organization and delays in the order fulfillment process.
• Solution: Upgrade the inventory management software to a newer version that supports a standardized labeling system, improving product organization and streamlining the order fulfillment process.

“Great leaders are, at their core, great problem-solvers. They take proactive measures to avoid conflicts and address issues when they arise.” Alison Griswold , Business and Economics Writer

Problem-solving is a skill that can be developed and improved over time. The Five Whys method is most effective when used in conjunction with other problem-solving tools and when utilized in a collaborative environment that encourages open communication and a willingness to honestly explore underlying causes. For the method to work well, “radical candor” needs to be utilized, and constructive feedback needs to be accepted.

Here are other strategies to assist in problem-solving, most of which can be used alongside the Five Whys:

• Gather and analyze information: Collect relevant data, facts, and information related to the problem. This could involve conducting research, talking to experts, or analyzing past experiences. Examine the information you’ve gathered and identify patterns, connections, and potential causes of the problem. Look for underlying factors and consider both the immediate and long-term implications.
• Have a brainstorming session: Collaborate with colleagues, seek advice from experts, or gather input from stakeholders. Different perspectives can bring fresh ideas. Gather a group of teammates and get out a whiteboard and a marker. Create a list of opportunities or problems and potential solutions. Encourage creativity and think outside the box. Consider different perspectives and approaches.
• Draw a cause-and-effect diagram: Make a chart with three columns, one each for challenges, causes, and effects. Use this to come up with solutions, then assess the pros and cons of each potential solution by considering the feasibility, potential risks, and benefits associated with each option. 
• Develop an action plan: Once you’ve selected the best solution(s), create a detailed action plan. Define the steps required to implement the solution, set timelines, and then track your progress.

Want to learn more about problem-solving using critical thinking? Check out this article:

Use Critical Thinking Skills to Excel at Problem-Solving

Leaders Media has established sourcing guidelines and relies on relevant, and credible sources for the data, facts, and expert insights and analysis we reference. You can learn more about our mission, ethics, and how we cite sources in our editorial policy .

• American Institute of Physics. Albert Einstein Image and Impact . History Exhibit. https://history.aip.org/exhibits/einstein/ae77.htm
• Indeed. 5 Whys Example: A Powerful Problem-Solving Tool for Career Development. Indeed Career Guide. https://www.indeed.com/career-advice/career-development/5-whys-example
• Entrepreneur. 3 Steps to Creating a Culture of Problem Solvers . Entrepreneur – Leadership. https://www.entrepreneur.com/leadership/3-steps-to-creating-a-culture-of-problem-solvers/436071
• Harvard Business Review. (2010, April). The Five Whys for Startups. Harvard Business Review. https://hbr.org/2010/04/the-five-whys-for-startups
• Forbes. (2021, June 7). Understanding The Five Whys: How To Successfully Integrate This Tool Into Your Business . Forbes – Entrepreneurs. https://www.forbes.com/sites/theyec/2021/06/07/understanding-the-five-whys-how-to-successfully-integrate-this-tool-into-your-business/?sh=5eda43675c18
• Think Design. Five Whys: Get to the Root of Any Problem Quickly. Think Design – User Design Research. https://think.design/user-design-research/five-whys
• Business Insider. (2013, November). The Problem-Solving Tactics of Great Leaders. Business Insider. https://www.businessinsider.com/problem-solving-tactics-of-great-leaders-2013-11

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5 Whys: Finding the Root Cause

When a problem presents itself, ask "Why?" five times until you reach the root cause.

• 5 Whys tool instructions, example, and template

The key to solving a problem is to first truly understand it. Often, our focus shifts too quickly from the problem to the solution, and we try to solve a problem before comprehending its root cause. What we think is the cause, however, is sometimes just another symptom.

One way to identify the root cause of a problem is to ask “Why?” five times. When a problem presents itself, ask “Why did this happen?” Then, don’t stop at the answer to this first question. Ask “Why?” again and again until you reach the root cause.

This technique is attributed to Taiichi Ohno, father of the Toyota Production System, which revolutionized automobile manufacturing with methods now known as Lean. It’s important to note that there may be multiple root causes of a problem, and that different people who see different parts of the system may answer the questions differently. For a more comprehensive tool, please see RCA 2 : Improving Root Cause Analyses and Actions to Prevent Harm .

*NOTE: Before filling out the templates, first save the PDF files to your computer. Then open and use that version of the tool. Otherwise, your changes will not be saved.

Ask "Why?" Five Times

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• The Power of 5 Whys to get Results
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• Root Cause Analysis

The 5 Whys technique is a simple yet effective problem-solving method as part of the Root Cause Analysis (RCA) tool kit that involves asking “why” five times to identify the root cause of a problem. The 5 Whys technique was created by Toyota founder Sakichi Toyoda to enhance the effectiveness and efficiency of the company’s manufacturing processes. It is now applied in a variety of settings, including manufacturing, the service sector, and other businesses.

The method can be applied in a variety of situations, encourages teamwork and collaboration, and is simple to use. The 5 Whys technique can help organizations increase efficiency, and productivity, reduce waste and reduce costs by locating and addressing the root causes of issues.

Table of Contents

What is the 5 whys technique.

The 5 Why technique is a problem-solving method that involves repeatedly asking “why” five times to determine the source of a problem. “Why-why analysis” is another term that is sometimes used to describe the 5 Why technique.  It was initially created by Sakichi Toyoda, the company’s founder, as a way to enhance the effectiveness and efficiency of the business’s manufacturing processes.

How it works:

• Identify the problem that you want to solve. Make sure to clearly define the problem and understand its impact on your organization or project.
• Ask “why” five times to get to the root cause of the problem. For each “why,” come up with a possible cause of the problem. You may need to do some research or gather data to help identify the causes of the problem.
• Keep asking “why” until you reach a root cause that can be addressed or resolved. The root cause is the underlying cause of the problem that can be addressed or resolved to prevent the problem from recurring in the future.
• Come up with a solution to the root cause. Once you have identified the root cause of the problem, brainstorm possible solutions to address it. Choose the best solution based on its effectiveness, feasibility, and impact.
• Implement the solution. Put your chosen solution into action and monitor the results to ensure that the problem has been effectively resolved.

Below is an example of how the 5 Whys technique can be applied to problems:

We were able to identify the issue’s root cause, a lack of communication regarding the maintenance schedule—and identify a fix using the 5 Whys method (posting the schedule in a visible location). This solution addresses the root cause of the issue, which is likely to be more effective than just treating the problem’s symptoms (equipment failures).

Symptom vs Root Cause

A problem or issue reveals itself physically as a symptom. Although it is the result or effect that is seen, it does not always reveal what the root cause of the issue is.

For example, a strange noise coming from a car’s engine is a sign that something is wrong. Although it is the problem’s obvious indication, it does not always provide information about its root cause. The leading cause of the issue could be anything from a loose belt to an engine component that is broken.

The root cause, on the other hand, started the problem in the first place. It is the underlying reason the issue is occurring. Finding and fixing a problem’s root cause can help prevent it from happening again in the future.

A loose belt, for instance, might be to blame for an odd noise coming from a car’s engine. The immediate issue might be resolved if we simply replace the belt, but the underlying issue (the loose belt) will still not be resolved. The issue will probably recur if the root cause is not addressed.

It’s important to differentiate between symptoms and root causes because, in the long run, dealing with a problem’s root cause is most often more effective and efficient than dealing with its symptoms alone. We can stop the issue from occurring again and potentially save time and resources in the long run by locating and addressing the root cause.

Why is the 5 Whys technique so effective?

There are many benefits to using 5 Whys that make it so effective:

Simple to Use by anyone in the business: 5 Why is one of the most simple tools to use in business to solve problems and can be done by anyone in the business. With some basic training supported by examples, anyone in the business can identify the root causes of problems and identify solutions; this does not require someone with years of experience or a Lean Six Sigma belt to master and benefit from using it.

It promotes a methodical method of problem-solving: The 5 Whys method promotes a methodical, step-by-step approach to problem-solving, which can help guarantee that all relevant factors are taken into account and that the problem’s root cause is found.

It can be used in a variety of situations: The 5 Why’s technique can be used to solve problems in a variety of contexts, including manufacturing, service industries, and other business settings.

It can increase productivity and efficiency: The 5 Whys technique can assist organisations in increasing productivity and efficiency while lowering waste and costs by identifying and addressing the root causes of issues.

It can identify unlikely root causes with ease: In many situations, the root cause may be obvious once you start the 5 Whys analysis, but that is not always the case. For example, with the Jefferson Memorial, the solution to stop the monument from eroding was not an obvious one. Example below:

The Jefferson Memorial was disintegrating. Why? because harsh chemicals are used to clean it.

Why are harsh chemicals used to clean it? to clean pigeon droppings.

Why are there so many pigeons at the memorial? Because the pigeons eat spiders and there are lots of spiders at the memorial.

Why are there so many spiders at the memorial? Because they eat insects, and there are a lot of insects at the memorial.

Why are there so many insects at the memorial? because they are attracted by the lights on the memorial at dusk.

Solution: Turn the lights on later in the evening. As you can see from this example, at first glance, it did not seem logical that turning the lights on later would have any relationship to stopping the memorial from disintegrating. The added benefit of this root cause analysis was also a cost saving in the lights being turned on later and a reduced cleaning cost. So the benefits also went above and beyond the initial expectations. Video for reference: YouTube Video Link

In conclusion, the 5 Whys technique is a useful tool for identifying and resolving the root causes of issues in an organisation. The technique works to get at the root of a problem rather than just treating its symptoms by asking “why” repeatedly. The 5 Whys method can be used in a variety of situations, is easy to apply, and encourages teamwork and collaboration. Organizations can increase effectiveness, and productivity, cut waste and lower costs by using the 5 Whys technique to solve problems. The 5 Whys technique is a useful and effective tool for problem-solving in any organisation.

• Card, A.J., 2017. The problem with ‘5 whys’.   BMJ quality & safety ,  26 (8), pp.671-677.
• Voehl, F., 2016. The 5 whys .  The Innovation Tools Handbook ,  2 .
• 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.

Daniel Croft

Daniel Croft is a seasoned continuous improvement manager with a Black Belt in Lean Six Sigma. With over 10 years of real-world application experience across diverse sectors, Daniel has a passion for optimizing processes and fostering a culture of efficiency. He's not just a practitioner but also an avid learner, constantly seeking to expand his knowledge. Outside of his professional life, Daniel has a keen Investing, statistics and knowledge-sharing, which led him to create the website learnleansigma.com, a platform dedicated to Lean Six Sigma and process improvement insights.

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The Lean Post / Articles / Clarifying the ‘5 Whys’ Problem-Solving Method

Problem Solving

Clarifying the ‘5 Whys’ Problem-Solving Method

By Lean Enterprise Institute

July 19, 2018

This brief animation offers a detailed explanation of one way to discover a problem's root cause.

To help lean thinkers apply this powerful approach to overcoming  work  obstacles, LEI Senior Advisor John Shook guides lean thinkers through a detailed example from Taiichi Ohno’s  Toyota Production System : Beyond Large-Scale Production . Find a transcript below.

Let’s take a look at the problem-solving method known as the “ five whys ” or also “causal chains.” Let’s take a look first of all at how that relates to the problem-solving funnel as a frame where we began with a high-level problem—it might be something vague that we don’t fully understand, but it’s the problem coming at us on a day-to-day, moment-to-moment basis. 

What we want to do is break the problem down to understand it, get some data, get some facts, and look for patterns. And from there, that means understanding the work, which is certainly a primary characteristic of lean problem-solving, which is to go and deeply observe and understand the work. From there, we can identify a point of occurrence, sometimes called the direct cause and also can be thought of as a problem on its own.

Now we can do the fun part, which is to start asking the five whys. We can put on our investigative hats and ask why, why, why is this occurring? That will lead us to a root cause regarding which we can attach a countermeasure. 

To look at this part of the problem-solving process , the five whys or a causal chain, let’s look at the famous example from Taiichi Ohno of Toyota and the one he used starting in the 1950s of a machine breaking down. 

The problem that he saw as the machine shop manager is that machines would often break down, and his people would often just attach a Band-Aid. They would only stop it at the first level of cause, meaning that the problems would recur; they would come back. So, he trained himself and his people then always to ask the five whys, sometimes three, sometimes eight, the point being to follow the causal chain all the way down to a root cause.

In this example, he looked at a machine that had stopped working and identified with the first why that it had blown a fuse in the control box because it was overloaded. The overload caused the fuse to blow. But, he didn’t stop there and asked why again, and recognized that insufficient lubrication was getting to the bearing. So, the bearing, therefore, was causing the overload on the machine. 

Not stopping there, he went to the next cause and, asking why, found that the pump was not drawing lubricant. So, the lubricant, then, would not be sent to the bearing.

Still not stopping there. Why, again, was the pump not drawing lubricant? Because the shaft was worn, causing it to rattle and not function properly. 

Now, another why there led him to a root cause, which was that there was no strainer, which allowed metal chips to enter and damage the pump. So, with the damaged shaft, that would mean the pump wasn’t drawing lubricant, so that there wasn’t enough lubrication going to the bearing, which overloaded the machine and blew a fuse, which stopped the machine from working.

So, he’s got a five-why causal chain going down to the root, and you can check that with the “therefore chain” going up as well. 

Now he knows if he applies a countermeasure here, which is to make sure there’s a strainer, then the problem will be solved so that it doesn’t come back.

So, this is what you can accomplish with a fairly simple way of thinking so that we’re not just putting Band-Aids on symptoms—that we’re solving problems at the root cause. 

Good luck with your problem-solving attempts.

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Excellent, deep troubleshooting explained in detail and easy to understand. A concept well with the example.

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5 whys: The Power of Asking "Why?" Five Times

The Power of Asking "Why?" Five Times: A Deep Dive into the 5 Whys Method

In any problem-solving process, it's essential to identify the root cause of the issue to solve it effectively. That's where the 5 Whys method comes in.

This simple yet powerful technique involves asking "why?" five times to get to the heart of the problem. By doing so, you can address the underlying cause of the issue and develop long-term solutions.

In this article, we'll explore the 5 Whys method and its benefits. We'll also provide you with practical tips on how to use it effectively in your personal and professional life.

What is the 5 Whys method?

The 5 Whys method is a problem-solving technique that was first introduced by Sakichi Toyoda, the founder of Toyota Industries, in the 1930s. The idea behind the method is to ask "why?" five times in a row to get to the root cause of a problem. Each subsequent "why?" builds on the answer to the previous question, allowing you to delve deeper into the issue.

How does the 5 Whys method work?

Let's say that your car won't start. You might ask yourself, "Why won't my car start?" Your first answer might be, "The battery is dead." You would then ask yourself, "Why is the battery dead?" Your second answer might be, "The alternator is not charging the battery.

" You would then ask yourself, "Why is the alternator not charging the battery?" Your third answer might be, "The alternator belt is broken ." You would then ask yourself, "Why is the alternator belt broken?" Your fourth answer might be,

"The belt was well past its replacement date, and I didn't get it replaced." You would then ask yourself, "Why didn't I get the belt replaced?" Your fifth and final answer might be, "I forgot about it."

By asking "why?" five times, you have identified the root cause of the problem: forgetting to replace the alternator belt. Now you can take steps to prevent this problem from happening in the future.

What are the benefits of the 5 Whys method?

The 5 Whys method offers several benefits, including:

Identifying the root cause of the problem

By asking "Why?" five times, you can get to the heart of the issue and identify the underlying cause of the problem . This allows you to develop effective long-term solutions rather than just addressing the symptoms of the issue.

Encouraging critical thinking

The 5 Whys method encourages critical thinking by forcing you to examine the issue from different angles. It helps you avoid jumping to conclusions and making assumptions.

Promoting teamwork

The 5 Whys method is an excellent tool for team problem-solving. By involving multiple team members in the process, you can get a broader perspective on the issue and come up with more effective solutions.

How to use the 5 Whys method effectively

To use the 5 Whys method effectively, follow these practical tips:

Define the problem clearly

Before you start asking "Why?" five times, make sure you have a clear understanding of the problem you are trying to solve . Be specific about the issue you are trying to address.

Involve the right people

If you are using the 5 Whys method in a team setting, make sure you involve the right people. You want to have a diverse group of individuals with different perspectives and expertise.

Ask open-ended questions

When asking "Why?" make sure you ask open-ended questions that encourage discussion and exploration. Avoid closed-ended questions that limit the conversation.

Avoid blame

The 5 Whys method is not about blaming individuals for problems. Instead, it's about finding the root cause of the issue so that it can be addressed and prevented in the future. Make sure the focus is on finding solutions rather than assigning blame.

Keep it simple

The 5 Whys method should be straightforward and easy to understand. Avoid using technical jargon or complex language that might confuse people.

Use it proactively

The 5 Whys method can also be used proactively to identify potential problems before they occur. By asking "why?" five times, you can uncover potential issues and address them before they become significant problems.

Real-world applications of the 5 Whys method

The 5 Whys method can be used in a wide range of industries and situations. Here are some examples:

Manufacturing

In manufacturing, the 5 Whys method can be used to identify the root cause of defects in products. By doing so, manufacturers can make improvements to their processes and prevent similar defects from occurring in the future.

In healthcare, the 5 Whys method can be used to identify the root cause of medical errors or patient safety incidents. By doing so, healthcare providers can develop processes and procedures to prevent similar incidents from occurring in the future.

In business, the 5 Whys method can be used to identify the root cause of problems such as low employee morale, poor customer satisfaction, or low productivity. By doing so, businesses can make improvements to their processes and address the underlying issues.

The 5 Whys method is a simple yet powerful problem-solving technique that can be used in a wide range of situations.

By asking "why?" five times, you can identify the root cause of an issue and develop effective long-term solutions. When using the 5 Whys method, it's essential to define the problem clearly, involve the right people, ask open-ended questions, avoid blame, keep it simple, and use it proactively.

By following these tips, you can use the 5 Whys method to its full potential and achieve better outcomes in your personal and professional life.

FAQs: 5 Whys

Is the 5 whys method the only problem-solving technique.

No, there are several other problem-solving techniques, such as root cause analysis, fishbone diagrams, and SWOT analysis.

Can the 5 Whys method be used in personal situations?

Yes, the 5 Whys method can be used in personal situations such as identifying the cause of a relationship issue or a personal problem.

How many people should be involved in the 5 Whys method?

It depends on the situation. In some cases, a single person can use the 5 Whys method to solve a problem . In other cases, a team may be required.

How long does it take to complete the 5 Whys method?

It depends on the complexity of the issue being addressed. In some cases, it may only take a few minutes, while in others, it may take several hours.

Is the 5 Whys method foolproof?

No, the 5 Whys method is not foolproof. It is just one tool in a problem-solving toolbox and should be used in conjunction with other techniques.

Additional 5 Why Information

5 Whys Analysis : The 5 Whys analysis is a problem-solving technique that involves asking "why?" five times to uncover the root cause of an issue. It is a simple and effective way to get to the heart of a problem and develop long-term solutions.

5 Whys Template : A 5 Whys template is a tool that can be used to guide the process of asking "Why?" five times. It typically includes spaces to document the answers to each of the five questions and helps to keep the process organized.

5 Whys Example : An example of the 5 Whys technique in action might be investigating why a customer is unhappy with a product or service. By asking "why?" five times, the company could identify the root cause of the issue and take steps to address it.

5 Whys Technique : The 5 Whys technique is a problem-solving method that involves asking "why?" five times to uncover the root cause of an issue. It is a useful tool in a wide range of industries and situations.

5 Whys Method : The 5 Whys method is a structured approach to problem-solving that involves asking "why?" five times to get to the root cause of an issue. It is a simple yet powerful tool that can be used in many different situations.

5 Whys Problem Solving : The 5 Whys problem-solving technique is a way to identify the root cause of an issue by asking "Why?" five times. It is an effective way to get to the heart of a problem and develop long-term solutions.

5 Whys Template Word : A 5 Whys template in Word is a document that can be used to guide the process of asking "why?" five times. It can be customized to suit the needs of a particular situation.

5 Whys Root Cause Analysis Example : A root cause analysis using the 5 Whys method might involve investigating why a manufacturing process is producing defective products . By asking "why?" five times, the root cause of the defects could be identified and addressed.

5 Whys Six Sigma : The 5 Whys technique is a valuable tool in the Six Sigma process, which focuses on improving quality and efficiency in manufacturing and other industries.

Root Cause Analysis 5 Whys Template : A root cause analysis using the 5 Whys method can be facilitated by using a template that guides the process of asking "why?" five times. This helps to keep the process organized and focused.

What are the 5 Whys Questions : The 5 Whys questions are a set of five questions that are used to identify the root cause of a problem. They are typically phrased as "Why did this happen?" and repeated five times.

How are the 5 Whys used : The 5 Whys are used to identify the root cause of a problem by asking "Why?" five times. This helps to get to the heart of the issue and develop long-term solutions.

Jefferson Memorial 5 Whys : The Jefferson Memorial in Washington, D.C. is an example of the 5 Whys technique in action. The memorial was experiencing water infiltration, and the 5 Whys were used to identify the root cause of the problem.

Using the 5 Whys is a Helpful Way to : Using the 5 Whys is a helpful way to get to the root cause of a problem and develop long-term solutions. It is a simple and effective problem-solving technique that can be used in many different situations.

Sakichi Toyoda 5 Whys : Sakichi Toyoda, the founder of Toyota Industries, is credited with developing the 5 Whys technique as a way to improve the company's manufacturing processes. The technique has since been adopted by many other industries and has become a widely used problem-solving method.

Final thoughts

The 5 Whys is a problem-solving technique used to determine the root cause of a problem. It involves asking "why" at least five times to drill down to the underlying issue causing the problem.

For example, if a machine in a factory stopped working, the first "why" could be, "Why did the machine stop working?" The second "why" could be, "Why did the machine's motor fail?" The third "why" could be, "Why was there a short circuit in the motor?" The fourth "why" could be, "Why wasn't the motor properly maintained?" And the fifth "why" could be, "Why wasn't there a regular maintenance schedule for the motor?"

By asking "why" at least five times, the root cause of the problem can be identified, and the necessary actions can be taken to prevent it from happening again in the future.

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