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Problem Solving:
Examples of
5 Why? Questions

   Five-Why Process - discover the root caused of problems. Examples

 
   

The goal of applying the 5 Whys method is
to determine a root cause of a defect or problem.

    

 
 

The Five Whys is a simple but great technique to use to solve problems. It is a question-asking method used to explore the cause/effect relationships underlying a particular problem.

Ultimately, the goal of applying the 5 Whys method is to determine a root cause of a defect or problem.

Problem Solving at Toyota

Taiichi Ohno, former Toyota vice president, once gave the following example of finding the real cause of a machine stoppage.

Q1: Why did the machine stop?

A1: Because the fuse blew due to an overload.

Q2: Why there was an overload?

A2: Because the bearing lubrication was inadequate.

Q3: Why was the lubrication inadequate?

A3: Because the lubrication pump was not functioning right.

Q4: Why wasn't the lubrication pump working right?

A4: Because the pump axle was worn out.

Q5: Why was it worn out?

A5: Because sludge got in.

 		 

 

 
   

Customer Dissatisfaction Problem

    

 
 

Average ecommerce return rates typically hover between 15% and 30%, which is roughly double the rate of brick-and-mortar stores. High marketplace return rates are primarily driven by clothing and shoes.

The impact of customer dissatisfaction is huge. It extends much further than the monetary losses from returns.

  

 
   

The 5 Whys analysis applied to this scenario can help move from symptoms to root causes... More

 

  

 

 
   

Joke: It only took one question "Why?"
to get to the root of the problem

The mother-in-law arrives home from shopping to find her son-in-law, Paddy in a steaming rage and hurriedly packing his suitcase.

"What happened Paddy?" she asks anxiously.

"What happened? I'll tell you what happened! I sent an email to my wife telling her I was coming home today from my fishing trip. I get home ... and guess what I found? Your daughter, my wife, Jean, naked with Joe Murphy in our marital bed! This is unforgivable! The end of our marriage. I'm done. I'm leaving forever!"

"Ah now, calm down, calm down Paddy!" says his mother-in-law. "There is something very odd going on here. Jean would never do such a thing! There must be a simple explanation. I'll go speak to her immediately and find out what happened."

Moments later, the mother-in-law comes back with a big smile. "Paddy, there, I told you it must be a simple explanation ............. She never got your email!

 

  

 

 

 

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Great Problem Solver

 

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