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Is it Time to Tweak the 5-WHYs Analysis Technique? Yes!
How changing the form of your questions leads to more inclusive problem-solving and a friendlier approach for everyone.
A key reason why clients hire consultants and freelancers is to help them solve a problem.
As a consultant, one of my favorite approaches for problem-solving is Toyota’s 5 WHYs Analysis. I embraced 5 WHYs Analysis while managing software application projects and have continued to use it as a management consultant. However, over the years I’ve changed the form of my questions and I never realized it.
One day one of my clients said a meeting with one of their potential clients didn’t go well. Actually, it flopped.
In my work, I frequently recommend consultants and freelancers consider using 5-WHYs Analysis and recommend they include it in their “tool box.” But after talking with my client, I realized that I’ve been leading consultants and freelancers astray.
I’m now telling them, “I’ve been WRONG!”
Am I saying that 5-WHYs Analysis is not a good technique? No, I’m not. It is an easy and powerful technique to use. However, I believe a modification in the form of the questions makes the approach more powerful and better accepted.
What is 5 WHYs Analysis?
5 WHYs Analysis works well when the symptoms of a problem are known but the cause or actual problem is not known. In theory, a person asks five (5) why questions continually diving down to uncover the root cause of the problem.
Here’s a scenario illustrating the technique.
Your car doesn’t start so you call the car repair shop.
The Mechanic starts by asking you, “Why wouldn’t your car start?” Your Reply: “The engine wouldn’t turn over.”
Mechanic: “Why wouldn’t the engine turn over?” Your Reply: “The battery was drained.”
Mechanic: “Why was the battery drained?” Your reply: “I think I forgot to turn the lights off.”
Mechanic: “Why did you forget to turn the lights off?” Your reply: “I thought they would turn off automatically.”
