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

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

Benefits of the 5 Whys

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

When Is 5 Whys Most Useful?

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

How to Complete the 5 Whys

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

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

Why 1 Why 2 Why 3

There is no There was staff They were not
computerized solution resistance explained the full
to handle job benefits of the system
applications
They feared being
made redundant

They were
uncomfortable about
changing the way
they worked

There was no formal There was no system The company grew at

set of procedures to in place to do so. an exponential rate
handle job requests, that there was no
and procedures were time to document
passed on by mouth anything.
as opposed to being
documented.
Why 4 Why 5 Root Cause Recurrence Prevention
There was a lack of We assumed that the Insufficient Develop a communication
communication. benefits were communication strategy to show the benefits of
obvious. a computerized system.

They thought the Because we didn't tell Insufficient In the communication strategy,
computer system was them how it would communication emphasize how the computer
designed to replace help make their jobs system will complement their
them. easier. jobs and assist them, and not
replace them.

They had always All the work was No culture of change

been doing it this way done manually prior and sense of
insecurity among
staff.
The positive aspects We assumed that the Assumptions made Develop a communication
of the change were benefits were on our side led to strategy to show the benefits of
not communicated. obvious. insufficient a computerized system.
communication.
There was insufficient Top management Poor work delegation Develop vision, and coordinate
planning were too busy fire and advanced resources to free up
fighting and dealing planning management to engage in
with operational work, strategic planning. Hire more
rather than people as necessary, and
developing a strategy implement a computerized
system.
5-Why Analysis
Problem: Type in the problem to be analysed here

Why 1 Why 2 Why 3 Why 4 Why 5 Root

Cause

Arrow Toolbox
Use these arrows and lines to show
the chain-of-thought between the
whys.
Recurrence
Prevention