The problem might arise from customer dissatisfaction, a compliance issue, unhappy partners, management escalations, resource issues, tools or people problems.. Most often it is not a simple singular source. Problem sources, and the processes that support them, can be complex, and it is very easy to only look for that which you know and can solve easily, but behind a frequently occurring process problem that happens frequently enough, or with enough impact, is a solution to some of the larger issues that affect our business at an even greater scale.
Investing proportionally in preventing root causes, in response to unexpected problems, invest 5 whys to understand what might be happening, to understand the human side of business failure and plan for proportional solutions that improve the quality of our response to them.
WHEN APPLY THE 5 WHYS? THERE IS A PROBLEM THAT MUST BE SOLVED. SPEED AND QUALITY REMEDIATION IS THE REQUIREMENT.
When you are assigned to conduct a Root Cause Analysis, in a simple 5 step process.. You could use 5 whys at any time, but it is most likely useful from step 3 on. You can use it earlier if the problems source is unclear. You can use it as you begin to implement corrective actions to make sure you understand and can measure evidence that the problem is solved.
- Define the Problem-- what is happening, what are it's key indicators or symptoms.
- Collect Data about the problem and causes.
- Brainstorm potential causes causal factors
- Identify and prioritize Key Root Causes
- Recommend and Implement Corrective Actions
WHAT ARE THE 5 WHY's? Its a way of making sure we explore the root causes of a problem more completely. Why 5 Whys? Simply put, sometimes our rush to get to the fix part of the root cause, causes us to overlook opportunities to make a difference. 5 Why's is a very simple way to get to the complete root cause, and it's practice is an exercise in clearer understanding into how a problem has elements of people, process, and tools, that contribute to a problem. Identify the key sources by applying the 5 Why's.
- Why apply the 5 why's? Because it gives us clearer perspective as to the complete root cause of a problem.
- Why does asking multiple why's help get to a complete root cause? Because human nature in a business situation is efficiency. Efficiency with quality, gives a better understanding of the problem as an opportunity.
- Why do I need to view a problem as an opportunity? You don't. But today's business climate is competitive, and the blind spots we fail to see, can improve our bottom line.
- Why does this help? Because in the process of exploring the root cause, you can often discover even greater opportunities to improve your bottom line, and seeking to understand the opportunities that a problem presents, makes a leading professional, more agile.
- Why cant we just ask if we covered all opportunities in the beginning? You sure can! There are many ways to solve a problem, but the 5 whys is a useful brain mapping idea that helps to bring our best resources to the table, especially in brainstorming, because it forces people to think of the problem and its possible root cause more completely than they initially thought. Remediation requires understanding, evidence, training and communication.
HOW to Apply the 5 WHYS:
You have a problem, perhaps a service delivery issue, a commitment issue, a milestone issue, too much complexity, there is SOME business reason that things that need to be done, are not.
In a brainstorming or interview setting, interview or brainstorm whats going on. Here is an example.. the "why's" evolve from the answers, to round out our understanding.
WHAT is the issue that is keeping us from meeting this business objective? (ANSWER)
1. Why is our client or customer or partner unhappy with this issue? (ANSWER1)
2. Why were we unable to deliver an agreeable solution (based upon the answer 1, perhaps incomplete agreement, disagreement on time, unexpected roadblocks)? (ANSWER 2)
3. Why did it take so much (ANSWER 2, gaps of time, money, understanding, or extra work) to deliver? (ANSWER 3)
4. Why didn't we consider (Answer 3 related solutions like managed expectation, escalation, etc)? (ANSWER 4)
5. Why did we underestimate the importance or complexity or priority of (Answer 4) ?
TIPS FOR ROOT CAUSE ANALYSIS:
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