This video provide a great technique for finding real causes. You may have a chain or even a tree of whys. We tend to fix—or blame—the first level rather than digging deeper. The deeper cause is usually something to do with management, which might be why they often don't want to ask why.
- Sometimes the cause of a problem…might have an even deeper cause,…and it's necessary to track them right down to the root.…For doing this, there's a great technique…known as the Five Whys.…The idea is that you ask why maybe up to five times,…certainly more than once, until you get right down…to the start of the problem.…For example, the phone number is wrong…in the internal directory.…Phone number wrong.…
You could just put it right,…but first, why is it wrong?…Because Fred typed it in there wrong.…Why did Fred type it wrong?…Because Fred was a temporary intern…who maybe didn't care or perhaps wasn't trained.…Why was someone like Fred doing this job?…Why wasn't Fred trained?…Why didn't someone check what Fred was doing?…Because there isn't a proper quality system…for looking after interns.…No quality system.…
Why isn't there a quality system?…You could see how asking why a few times…begins to uncover a whole lot of problems in the system.…In fact, sometimes the Five Whys aren't just a chain,…they can be more of a tree.…
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- Identifying the real problem
- Generating possible solutions
- Boosting your creativity
- Using your intuition and logic
- Selecting the best solution
- Considering implementation