I am a big believer in the 5-Whys process. The 5-Whys have
withstood the test of time as a successful process for problem solving in
hundreds of companies around the world.

The technique consists of the following:

Start by identifying a problem that you’re having.

Ask “why” that problem is occurring. Make sure that your
answer is grounded in fact. You should be able to state the proof or evidence
that you’re relying on for your assertion of the reason why the problem is
occurring.

Once you have an answer, ask “why” again.

Continue the process until you reach the root cause of the
problem. Usually, you’ll be able to identify the root cause of a problem after
asking “why” five times.

Once you’ve identified the root cause of the problem, come
up with a counter-measure that prevents it from recurring.

Here’s an example involving an individual who’s late for
work:

Problem: You were driving to work and your car broke down.

First “Why?”: The battery died.

Second “Why?”: The alternator stopped functioning.

Third “Why?”: The alternator belt broke.

Fourth “Why?”: The alternator belt was well beyond its
useful service life and not been replaced.

Fifth “Why?”: The vehicle was not maintained according to
the recommended service schedule. (This is the root cause of the problem.)

Solution: Fix the root cause of the problem by implementing
a maintenance schedule for the vehicle in accordance with the recommended
service schedule.

Five Whys is effective because it is simple and can often
help you get to the bottom of a problem. The simplicity is part of its genius.
It is easy to learn, easy to teach, easy to understand, and easy to use.
Companies are naturally complex, so the challenges they face can be complex as
well. The 5 Whys helps break these problems down into manageable sections. And,
while 5 Whys is designed to identify process errors, it can also be applied to
business strategy as well. Its versatility and functionality make it a
fantastic tool that can be applied to both process and strategy.