5 whys problem solving method

How it works

For Business

Join Mind Tools

Article • 11 min read

Getting to the Root of a Problem Quickly

By the Mind Tools Content Team

5 Whys Root-Cause Analysis

Have you ever had a problem that refused to go away? No matter what you did, sooner or later it would return, perhaps in another form.

Stubborn or recurrent problems are often symptoms of deeper issues. "Quick fixes" may seem convenient, but they often solve only the surface issues and waste resources that could otherwise be used to tackle the real cause.

In this article and in the video, below, we look at the 5 Whys technique (sometimes known as 5Y). This is a simple but powerful tool for cutting quickly through the outward symptoms of a problem to reveal its underlying causes – so that you can deal with it once and for all.

Origins of the 5 Whys Technique

Sakichi Toyoda, the Japanese industrialist, inventor, and founder of Toyota Industries, developed the 5 Whys technique in the 1930s. It became popular in the 1970s, and Toyota still uses it to solve problems today.

Toyota has a "go and see" philosophy. This means that its decision making is based on an in-depth understanding of what's actually happening on the shop floor , rather than on what someone in a boardroom thinks might be happening.

The 5 Whys technique is true to this tradition, and it is most effective when the answers come from people who have hands-on experience of the process or problem in question.

The method is remarkably simple: when a problem occurs, you drill down to its root cause by asking "Why?" five times. Then, when a counter-measure becomes apparent, you follow it through to prevent the issue from recurring.

The 5 Whys uses "counter-measures," rather than "solutions." A counter-measure is an action or set of actions that seeks to prevent the problem from arising again, while a solution may just seek to deal with the symptom. As such, counter-measures are more robust, and will more likely prevent the problem from recurring.

When to Use a 5 Whys Analysis

You can use 5 Whys for troubleshooting, quality improvement, and problem solving, but it is most effective when used to resolve simple or moderately difficult problems.

It may not be suitable if you need to tackle a complex or critical problem. This is because 5 Whys can lead you to pursue a single track, or a limited number of tracks, of inquiry when, in fact, there could be multiple causes. In cases like these, a wider-ranging method such as Cause and Effect Analysis or Failure Mode and Effects Analysis may b e more effective.

This simple 5 Whys technique, however, can often direct you quickly to the root cause of a problem. So, whenever a system or process isn't working properly, give it a try before you embark on a more in-depth approach – and certainly before you attempt to develop a solution.

The tool's simplicity gives it great flexibility, too, and 5 Whys combines well with other methods and techniques, such as Root Cause Analysis . It is often associated with Lean Manufacturing , where it is used to identify and eliminate wasteful practices. It is also used in the analysis phase of the Six Sigma quality improvement methodology.

How to Use the 5 Whys

The model follows a very simple seven-step process: [1]

1. Assemble a Team

Gather together people who are familiar with the specifics of the problem, and with the process that you're trying to fix. Include someone to act as a facilitator , who can keep the team focused on identifying effective counter-measures.

2. Define the Problem

If you can, observe the problem in action. Discuss it with your team and write a brief, clear problem statement that you all agree on. For example, "Team A isn't meeting its response time targets" or "Software release B resulted in too many rollback failures."

Then, write your statement on a whiteboard or sticky note, leaving enough space around it to add your answers to the repeated question, "Why?"

3. Ask the First "Why?"

Ask your team why the problem is occurring. (For example, "Why isn't Team A meeting its response time targets?")

Asking "Why?" sounds simple, but answering it requires serious thought. Search for answers that are grounded in fact: they must be accounts of things that have actually happened, not guesses at what might have happened.

This prevents 5 Whys from becoming just a process of deductive reasoning, which can generate a large number of possible causes and, sometimes, create more confusion as you chase down hypothetical problems.

Your team members may come up with one obvious reason why, or several plausible ones. Record their answers as succinct phrases, rather than as single words or lengthy statements, and write them below (or beside) your problem statement. For example, saying "volume of calls is too high" is better than a vague "overloaded."

4. Ask "Why?" Four More Times

For each of the answers that you generated in Step 3, ask four further "whys" in succession. Each time, frame the question in response to the answer you've just recorded.

What Is a 5 Whys Template?

The diagram, below, shows an example of 5 Whys in action, following a single lane of inquiry.

Figure 1: 5 Whys Example (Single Lane)

The 5 Whys method also allows you to follow multiple lanes of inquiry. An example of this is shown in Figure 2, below.

In our example, asking "Why was the delivery late?" produces a second answer (Reason 2). Asking "Why?" for that answer reveals a single reason (Reason 1), which you can address with a counter-measure.

Similarly, asking "Why did the job take longer than expected?" has a second answer (Reason 2), and asking "Why?" at this point reveals a single reason (Reason 1). Another "Why?" here identifies two possibilities (Reasons 1 and 2) before a possible counter-measure becomes evident.

There is also a second reason for "Why we ran out of printer ink" (Reason 2), and a single answer for the next "Why?" (Reason 1), which can then be addressed with a counter-measure.

Figure 2: 5 Whys Example (Multiple Lanes)

Step 5. Know When to Stop

You'll know that you've revealed the root cause of the problem when asking "why" produces no more useful responses, and you can go no further. An appropriate counter-measure or process change should then become evident. (As we said earlier, if you're not sure that you've uncovered the real root cause, consider using a more in-depth problem-solving technique like Cause and Effect Analysis , Root-Cause Analysis , or FMEA .)

If you identified more than one reason in Step 3, repeat this process for each of the different branches of your analysis until you reach a root cause for each one.

6. Address the Root Cause(s)

Now that you've identified at least one root cause, you need to discuss and agree on the counter-measures that will prevent the problem from recurring.

7. Monitor Your Measures

Keep a close watch on how effectively your counter-measures eliminate or minimize the initial problem. You may need to amend them, or replace them entirely. If this happens, it's a good idea to repeat the 5 Whys process to ensure that you've identified the correct root cause.

Appreciation

A similar question-based approach known as "appreciation" can help you to uncover factors in a situation that you might otherwise miss.

It was originally developed by the military to assist commanders in gaining a comprehensive understanding of any fact, problem or situation. But you can also apply it in the workplace.

Starting with a fact, you first ask the question, "So what?" – in other words, what are the implications of that fact? Why is this fact important?

You then continue asking that question until you've drawn all possible conclusions from it.

The major difference between this and the 5 Whys technique is that appreciation is often used to get the most information out of a simple fact or statement, while 5 Whys is designed to drill down to the root of a problem.

Tips for Using the 5 Whys Technique

• Try to move quickly from one question to the next. That way, you'll have the full picture before you jump to any conclusions.
• The "5" in 5 Whys is really just a " rule of thumb ." In some cases, you may need to ask "Why?" a few more times before you get to the root of the problem. In other cases, you may reach this point before you ask your fifth "Why?" If you do, make sure that you haven't stopped too soon, and that you're not simply accepting "knee-jerk" responses.
• Know when to stop! The important point is to stop asking "Why?" when you stop producing useful responses.

Frequently Asked Questions About 5 Whys

1. what is the 5 whys technique.

The 5 Whys Technique is a problem-solving method involving repeatedly asking "why?" It's a way of quickly getting to the root cause of a situation.

2. Who Invented 5 Whys?

The 5 Whys technique was invented in the 1930s by Sakichi Toyoda, the Japanese industrialist, inventor, and founder of Toyota Industries.

5 Whys Infographic

See our infographic on the 5 Whys and use it to get to the root of your problems!

Bear in mind that appreciation can restrict you to one line of thinking. For instance, once you've answered your first "So what?" question, you might follow a single line of inquiry to its conclusion. To avoid this, repeat the appreciation process several times over to make sure that you've covered all bases.

The 5 Whys strategy is a simple, effective tool for uncovering the root of a problem. You can use it in troubleshooting, problem-solving, and quality-improvement initiatives.

Start with a problem and ask why it is occurring. Make sure that your answer is grounded in fact, and then ask the question again. Continue the process until you reach the root cause of the problem, and you can identify a counter-measure that will prevent it from recurring.

Bear in mind that this questioning process is best suited to simple or moderately difficult problems. Complex problems may benefit from a more detailed approach, although using 5 Whys will still give you useful insights.

[1] Pojasek, R. (2000). 'Asking "Why?" Five Times,' Environmental Quality Management , Volume 10, Issue 1, 79–84. Available here . [Accessed July 1, 2022.]

You've accessed 1 of your 2 free resources.

Get unlimited access

Discover more content

Using root cause analysis.

Find the Root of Your Problems

Root Cause Analysis

Tracing a Problem to Its Origins

Add comment

Comments (0)

Be the first to comment!

Gain essential management and leadership skills

Busy schedule? No problem. Learn anytime, anywhere. 

Subscribe to unlimited access to meticulously researched, evidence-based resources.

Join today and save on an annual membership!

Sign-up to our newsletter

Subscribing to the Mind Tools newsletter will keep you up-to-date with our latest updates and newest resources.

Subscribe now

Business Skills

Personal Development

Leadership and Management

Member Extras

Most Popular

Latest Updates

Better Public Speaking

How to Build Confidence in Others

Mind Tools Store

About Mind Tools Content

Discover something new today

How to create psychological safety at work.

Speaking up without fear

How to Guides

Pain Points Podcast - Presentations Pt 1

How do you get better at presenting?

How Emotionally Intelligent Are You?

Boosting Your People Skills

Self-Assessment

What's Your Leadership Style?

Learn About the Strengths and Weaknesses of the Way You Like to Lead

Recommended for you

Strategic speed: how to accelerate execution.

Jocelyn Davis

Expert Interviews

Business Operations and Process Management

Strategy Tools

Customer Service

Business Ethics and Values

Handling Information and Data

Project Management

Knowledge Management

Self-Development and Goal Setting

Time Management

Presentation Skills

Learning Skills

Career Skills

Communication Skills

Negotiation, Persuasion and Influence

Working With Others

Difficult Conversations

Creativity Tools

Self-Management

Work-Life Balance

Stress Management and Wellbeing

Coaching and Mentoring

Change Management

Team Management

Managing Conflict

Delegation and Empowerment

Performance Management

Leadership Skills

Developing Your Team

Talent Management

Problem Solving

Decision Making

Member Podcast

• RCA 101 – 5-Why Analysis (Free Training)
• RCA 201 – Basic Failure Analysis
• RCA 301 – PROACT® RCA Certification
• RCA 401 – RCA Train The Trainer
• Other Trainings
• 5 Whys Root Cause Analysis Template
• RCA Template
• Chronic Failure Calculator

Root Cause Analysis with 5 Whys Technique (With Examples)

By Sebastian Traeger

Updated: April 23, 2024

Reading Time: 7 minutes

What Is the 5 Whys Technique?

Example of the 5 whys technique, how to conduct a 5 whys analysis in 5 steps, when to use a 5 whys analysis, using 5 whys template, tips for mastering the 5 whys technique, frequently asked questions about 5 whys.

With over two decades in business – spanning strategy consulting, tech startups and executive leadership – I am committed to helping your organization thrive.

At Reliability, we’re on a mission to help enhance strategic decision-making and operational excellence through the power of Root Cause Analysis, and I hope this article will be helpful! 

Our goal is to help you better understand 5 whys techniques by offering insights and practical tips based on years of experience. Whether you’re new to doing RCAs or a seasoned pro, we trust this will be useful in your journey towards working hard and working smart.

The 5 Whys Technique is like peeling an onion – it helps you uncover the underlying reasons behind a problem, layer by layer. By repeatedly asking “why” at least five times, this method digs deep to reveal the root cause of an issue. It’s a simple yet powerful problem-solving approach that aims to get to the heart of the matter rather than just addressing surface-level symptoms.

5 Whys Technique: A method that involves iteratively asking “why” five times to unveil the fundamental cause of a problem.

In essence, the 5 Whys Technique is not just about fixing what’s broken on the surface; it’s about understanding and addressing the deeper issues that lead to problems in the first place.

The 5 Whys Technique is like a detective, uncovering the truth behind recurring problems. Let’s take a look at how this method works in two different scenarios.

Case Study: Manufacturing Defects

Imagine a company that keeps encountering the same manufacturing defects despite various attempts to fix them. By using the 5 Whys Technique, they discovered that the defects were not caused by faulty machinery, as previously assumed, but rather by human error due to unclear operating instructions. This realization led to improved training procedures and clear work guidelines, ultimately eliminating the defects.

Application in Service Industry

Now, consider a service industry struggling with frequent customer complaints and service failures. Through the 5 Whys Technique, it was revealed that these issues stemmed from inadequate staffing levels during peak hours. By addressing this root cause, such as hiring additional staff or adjusting schedules, the service quality can significantly improve, leading to higher customer satisfaction.

These examples illustrate how the 5 Whys Technique can be applied across different sectors to identify and address underlying issues effectively.

Step 1: Identify the Problem

Before diving into a 5 Whys analysis, it’s crucial to clearly identify the problem or issue at hand . This step sets the stage for the entire process and ensures that the focus remains on addressing the right concern. Take the time to gather relevant data, observe patterns, and consult with team members or stakeholders to gain a comprehensive understanding of the problem.

Step 2: Ask ‘Why’ Five Times

Once the problem is clearly defined, it’s time to start peeling back the layers. The process involves asking “why” five times, not necessarily limited to five questions but enough to delve deeper into the underlying causes of the problem . Each “why” serves as a gateway to uncovering additional factors contributing to the issue. This iterative approach helps in identifying not just one cause, but multiple interconnected elements that may be at play.

By consistently probing deeper with each “why,” you can reveal hidden complexities and nuances that may have been overlooked initially. This method allows for a more thorough understanding of the situation, paving the way for effective solutions that address root causes rather than surface-level symptoms.

This structured approach encourages critical thinking and enables teams to move beyond quick fixes towards sustainable improvements.

The 5 Whys Technique is a versatile problem-solving approach that can be applied in various scenarios to uncover root causes and drive continuous improvement. Here are two key situations where the 5 Whys Analysis can be particularly beneficial:

Recurring Issues

• The 5 Whys Technique is especially useful when dealing with recurring issues. Whether it’s a manufacturing defect that keeps resurfacing or a persistent customer complaint in the service industry, this method helps identify the underlying reasons behind these repetitive problems. By repeatedly asking “why,” it becomes possible to trace the issue back to its root cause, allowing for targeted solutions that prevent reoccurrence.

Process Improvement

• Organizations constantly strive to enhance their processes and workflows for increased efficiency and quality. When seeking to improve existing procedures, the 5 Whys Technique serves as a valuable tool. By systematically analyzing the factors contributing to inefficiencies or bottlenecks, teams can gain insights into how processes can be optimized at their core. This method enables organizations to make informed decisions about process improvements based on a deep understanding of the underlying issues.

In both cases, the 5 Whys Analysis offers a structured yet flexible approach to delve into complex problems, making it an indispensable tool for driving meaningful change and progress within organizations.

When it comes to conducting a 5 Whys analysis, utilizing a structured template can greatly facilitate the process and ensure a comprehensive investigation into the root cause identification. Using RCA software such as EasyRCA can benefit the team by streamlining your 5-why process. Here’s how organizations can benefit from using a template:

Benefits of Using a Template

• Streamlined Process: A well-designed 5 Whys template provides a clear framework for conducting the analysis, guiding teams through the iterative questioning process. This streamlines the investigation, making it easier to navigate and ensuring that no crucial aspects are overlooked.
• Thorough Investigation: By following a predefined template, teams are prompted to explore various facets of the problem systematically. This ensures that all relevant factors are considered, leading to a more thorough and insightful investigation into the underlying causes.
• Consistent Approach: Templates offer a standardized approach to conducting 5 Whys analyses within an organization. This consistency promotes uniformity in problem-solving methods across different teams or departments, enhancing overall efficiency and effectiveness.

Customizing the Template

Organizations have the flexibility to customize 5 Whys templates according to their specific needs and industry requirements. This adaptability allows for tailoring the template to address unique challenges and incorporate industry-specific considerations. Customization may include:

• Adding Industry-Specific Prompts: Tailoring the template by incorporating prompts or questions relevant to particular industries or types of issues being analyzed.
• Incorporating Visual Aids: Enhancing the template with visual aids such as flow charts or diagrams can help teams better understand and communicate complex causal relationships.
• Iterative Refinement: Regularly reviewing and refining the template based on feedback and evolving organizational needs ensures that it remains aligned with current processes and challenges.

Customizing the template empowers organizations to harness the full potential of the 5 Whys Technique in addressing diverse problems while aligning with their unique operational contexts.

Encouraging Open Communication

In mastering the 5 Whys Technique as a problem-solving method, creating an environment that fosters open communication is paramount. When team members feel comfortable expressing their perspectives and insights, it leads to a more comprehensive exploration of the underlying causes of a problem. Encouraging open communication allows for diverse viewpoints to be considered, providing a holistic understanding of the issue at hand.

By promoting an atmosphere where individuals are empowered to voice their observations and concerns, the 5 Whys analysis can benefit from a rich tapestry of ideas and experiences. This inclusive approach not only enhances the depth of the analysis but also cultivates a sense of ownership and collective responsibility for addressing root causes within the team or organization.

Continuous Improvement Mindset

A key aspect of mastering the 5 Whys Technique is embracing a continuous improvement mindset. Rather than viewing problems as isolated incidents, this approach encourages teams to see them as opportunities for growth and development. By instilling a culture of continuous improvement, organizations can leverage the insights gained from 5 Whys analyzes to drive positive change across various aspects of their operations.

Fostering a mindset focused on continuous improvement entails actively seeking feedback, evaluating processes, and implementing iterative enhancements based on the findings. It involves an ongoing commitment to learning from past experiences and leveraging that knowledge to proactively address potential issues before they escalate. Embracing this mindset ensures that the 5 Whys Technique becomes ingrained in the organizational ethos, leading to sustained progress and resilience in problem-solving efforts.

As we wrap up our exploration of the 5 Whys Technique, let’s address some common questions that may arise regarding this powerful problem-solving method.

What is the primary goal of the 5 Whys Technique?

The primary goal of the 5 Whys Technique is to uncover the root cause of a problem by iteratively asking “why” at least five times. This approach aims to move beyond surface-level symptoms and address the underlying issues that lead to recurring problems.

Is the 5 Whys Technique limited to specific industries or sectors?

No, the 5 Whys Technique is versatile and can be applied across various industries and sectors. Whether it’s manufacturing, healthcare, service, or technology, this method offers a structured yet flexible approach to identifying root causes and driving continuous improvement.

How does the 5 Whys Technique contribute to continuous improvement?

By delving into the fundamental reasons behind problems, the 5 Whys Technique provides organizations with valuable insights for driving continuous improvement. It not only helps in resolving immediate issues but also fosters a culture of ongoing enhancement and development within an organization.

Can the 5 Whys Technique be used for complex problems with multiple contributing factors?

Yes, while initially designed as a simple and straightforward method, the 5 Whys Technique can certainly be applied to complex problems with multiple interconnected factors. By systematically probing deeper into each layer of causality, this technique enables a comprehensive understanding of intricate issues.

I hope you found this guide to 5 whys technique insightful and actionable! Stay tuned for more thought-provoking articles as we continue to share our knowledge. Success is rooted in a thorough understanding and consistent application, and we hope this article was a step in unlocking the full potential of Root Cause Analysis for your organization.

Reliability runs initiatives such as an online learning center focused on the proprietary PROACT® RCA methodology and EasyRCA.com software. For additional resources, visit Reliability Resources .

• Root Cause Analysis /

Recent Posts

Ultimate Guide to Swiss Cheese Model and Its Applications

5 Root Cause Analysis Examples That Shed Light on Complex Issues

What Is Fault Tree Analysis (FTA)? Definition & Examples

Root Cause Analysis Software

Our RCA software mobilizes your team to complete standardized RCA’s while giving you the enterprise-wide data you need to increase asset performance and keep your team safe.

Root Cause Analysis Training

[email protected]

Tel: 1 (800) 457-0645

Share article with friends:

Root Cause Analysis – The 5 Whys Technique

This elementary and often effective approach to problem-solving promotes deep thinking through questioning, and can be adapted quickly and applied to most problems. For example, asking “Why?” may be a favorite technique of your three-year-old child in driving you crazy, but it could teach you a valuable problem-solving technique.

“If you don’t ask the right questions, you don’t get the right answers. A question asked in the right way often points to its answer. Asking questions is the ABC of diagnosis. Only the inquiring mind solves problems.” – Edward Hodnett

The “5 Whys” is a simple problem-solving technique that helps you to get to the root of a problem quickly, which was originally developed by Sakichi Toyota. It was used within the Toyota Motor Corporation during the evolution of its manufacturing methodologies. It is a critical component of problem-solving training, delivered as part of the induction into the Toyota Production System.

How to Conduct 5 Whys Analysis?

When you’re looking to solve a problem, start at the result and work backward (toward the root cause), continually asking: “Why?” You’ll need to repeat this over and over until the root cause of the problem becomes apparent.

The 5 Whys strategy involves looking at any problem and asking: “Why?” and “What caused this problem?” Very often, the answer to the first “why” will prompt another “why” and the answer to the second “why” will prompt another and so on; hence the name the 5 Whys strategy.

The 5 Whys exercise is vastly improved when applied by a team and there are five basic steps to conducting it:

• Write down the specific problem. Writing the issue helps you formalize the problem and describe it completely. It also helps a team focus on the same problem.
• Ask “Why” the problem happens and write the answer down below the problem.
• If the answer you just provided doesn’t identify the root cause of the problem that you wrote down in Step 1, ask “Why” again and write that answer down.
• Loopback to step 3 until the team is in agreement that the problem’s root cause is identified. Again, this may take fewer or more times than five Whys.
• After settling on the most probable root cause of the problem and obtaining confirmation of the logic behind the analysis, develop appropriate corrective actions to remove the root cause from the system.

Edit this Diagram

5 Whys Example

The vehicle will not start. (The problem)

• Why? – The battery is dead. (First why)
• Why? – The alternator is not functioning. (Second why)
• Why? – The alternator belt has broken. (Third why)
• Why? – The alternator belt was well beyond its useful service life and not replaced. (Fourth why)
• Why? – The vehicle was not maintained according to the recommended service schedule. (Fifth why, a root cause)

Note: A 5 Whys analysis sometime could be taken further to a sixth, seventh, or higher level, but five iterations of asking why are generally sufficient to get to a root cause.

5-Whys Criticisms

Here are each of the criticisms as listed on the Wikipedia:

• Stopping at symptoms, not the root cause
• Limited by the investigator’s knowledge.
• Not asking the right Why questions.
• Not repeatable – Different people build different 5 Whys.
• The tendency to isolate a single root cause

©2024 by Visual Paradigm. All rights reserved.

• Terms of Service
• Privacy Policy
• Security Overview

5 Whys: Examples, explanations, and how to find the causes of problems

At some point, we’ve all experienced a problem with a process or strategy at work. But figuring out why the problem exists can be a daunting task. When you sit your teammates down for a discussion, emotions run high and miscommunication is common.

The 5 Whys is a powerful, easy-to-use technique for getting at the root of a problem. It empowers you and your team to understand why a problem persists and to decide on a path forward.

• What is the 5 Whys framework?

The 5 Whys is a popular problem-solving method that individuals and teams use to understand the potential causes of a specific issue. Years ago, Toyota developed the approach to help them get at the heart of complex mechanical issues, so you know it’s legitimate! The technique is easy to use: you ask why a problem happened, and then you ask four more times. By asking “why” on a step-by-step basis, you can get to the root cause of a defect, failure, challenge, or malfunction.

• When and Why the 5 Whys Analysis is Used

The 5 Whys framework is useful in a variety of situations. People love it because it helps you have a focused discussion and avoid getting distracted by other topics. You just start with a problem statement, ask why the problem exists, and keep moving through the exercise until you’ve uncovered the problem.

Here are some scenarios where you might find the 5 Whys approach to be useful.

Working on complex products

Remember, the 5 Whys technique was originally developed by Toyota. The car manufacturer needed a clear-cut way of dealing with a product that has thousands of parts. But that doesn’t mean the technique only works for large physical goods. Many organizations use the 5 Whys approach when software malfunctions, when a key deliverable with many moving parts doesn’t work properly, or when a multi-step process breaks down.

Solving complex problems

When a problem is so complex that engineers, designers, or decision-makers are scratching their heads, the 5 Whys approach may serve you well. Maybe your complicated marketing strategy didn’t hit your targets, or an important API isn’t working. Instead of getting overwhelmed, the 5 Whys framework helps you wrap your head around the problem.

Dealing with consistent problems

Maybe the problem doesn’t seem complex, but it keeps coming up. Or maybe you’ve tried multiple solutions and none seem to work. Rather than burning precious time and money on yet another risky bandaid, try the 5 Whys to finally discover what’s going on.

• How to conduct a 5 Whys analysis in 6 steps

One of the great things about the 5 Whys framework is that it’s easy to understand. Unlike many other problem-solving techniques, which can be difficult to grasp, you can explain the 5 Whys to your team in minutes. Follow these guidelines any time you need to use the approach.

Step 1 – Form your problem statement.

Start by asking your team what problem you’re about to analyze. Everyone should get a chance to articulate the problem so you’re all on the same page. Sometimes, you might find yourself using the 5 Whys approach to uncover the root of a difficult or charged obstacle. If that’s the case, give your team the time and space to be honest with each other and to have difficult conversations. Write down the problem statement for everyone to reference.

Step 2 – Ask “why has this happened?” 5 times.

Don’t be too literal with it. Feel free to amend the “why” statement to something like “Why does this keep happening?” or “Why are we having this problem?” Keep going until you’ve asked “why” five or more times. It might feel unnatural, but eventually, you’ll push through any awkwardness to uncover the root of the problem.

Step 3 – Jot down logical causes.

Okay, now you have a pretty good handle on your problem. Write down any logical causes that have followed from your 5 Whys analysis. Regardless of whether those causes came from your first “why” or your fifth, make a detailed note of them. Discuss the causes with your team and make sure you’re all agreed.

Step 4 – Hypothesize an answer.

Now that you have your logical cause, it’s time to come up with some potential solutions. At this stage, you’re just having a conversation. You don’t need to come up with the perfect solution in this meeting. Have everyone go around the room and say (or write down) a possible solution. Ask everyone to vote on the most actionable one.

Step 5 – Test your hypothesis.

Put your solution to the test with some experiments. If you’ve decided that a marketing campaign failed because you didn’t choose the correct target audience, then maybe you can come up with some A/B tests to vet possible solutions. Aim for low-stakes tests that you can use to draw meaningful conclusions.

Step 6 – Repeat until solved.

Iterate until you’ve solved the problem! Don’t be discouraged if it doesn’t happen right away. Sometimes, it might take multiple rounds of “whys” followed by many rounds of testing to uncover a solution. Keep an open line of communication among your teammates and don’t give up.

Try Miro today

• A simple 5 Whys example

The 5 Whys is an adaptable, easy-to-use framework for uncovering the root of a problem. Organizations and teams of all sizes use the framework to overcome complex, high-stakes challenges. Here’s a quick example to help you bring this method of analysis to your own team.

Let’s say your team has been working on an app for many months. You rolled out a beta version late last quarter. You were supposed to ship the app to the rest of your users at the beginning of this quarter, but a problem arose: a bunch of your early users complained of a fatal error that caused the app to crash. As a result, you couldn’t ship it, and your customers were disappointed.

Step 1 — Write down your problem statement. 

As we mentioned above, the first step in following the 5 Whys framework is to clearly and succinctly define what problem you’re trying to solve. The entire group should be clear about this issue. In this case, the problem statement is: your app wasn’t ready to ship to your customers.

Step 2 — Start with the broadest possible question.

Start with the broadest possible question. Then aim to answer it. Why wasn’t the app ready for your customers? It wasn’t ready because there was a bug in the code that caused it to crash.

Drill down into that question. Why was there a bug in the code that caused it to crash? There was a bug in the code because the engineers didn’t get user feedback in time to fix it.

Keep drilling down. Why didn’t the engineers get that user feedback? They didn’t get the feedback because the development team didn’t provide an easy way for users to submit their feedback.

Continue drilling down, asking more and more precise questions as you get closer to the answer. Why didn’t the development team provide an easy way for users to leave feedback? They didn’t provide an easy way for users to leave feedback because they weren’t clear on deadlines for the project.

Ask “why” at least one more time. Why wasn’t the development team clear on deadlines for the project? They weren’t clear on deadlines because they weren’t meeting with stakeholders often enough to know when the timeline changed.

Step 3 – Write down logical issues.

Now you have enough information to write down logical causes. It seems that this problem stemmed from a lack of communication between stakeholders. That caused the development team and engineering team to become misaligned.

Step 4 – Once you’re ready, you can come up with a possible solution to this problem.

Once you’re ready, you can come up with a possible solution to this problem. In the future, internal stakeholders will hold weekly check-ins to make sure they’re aligned on where the project is headed.

Step 5 – Put that hypothesis into action.

Here’s where you get to test out your hypothesis and see what effects it has. Moving forward, start holding weekly check-ins and see what happens. If miscommunication and confusion goes down, you’ll know you’re on the right track.Step 6 – Adjust your strategy, if needed

Resist the urge to consider a problem “solved” and move on immediately. It’s important to revisit how the solution is functioning in the weeks ahead, continually checking in with everyone on the team to see how they’re feeling about it. You may need to tweak your strategy over time.

• How 5 Whys helped solve the problem

This example clearly showcases the power of the 5 Whys. What looked like a problem with code turned out to be a symptom of miscommunication.

Although this is just a hypothetical, we all know stuff like this happens every day. But it’s often difficult to uncover the root causes of a problem without months and months of exploration. With the 5 Whys, you can overcome costly challenges in a much shorter amount of time.

• Try the 5 Whys template for free

Clearly, asking “why?” isn’t just a technique used by persistent 4-year-olds – it’s actually a quick and easy way to identify a root cause. Countless teams across different industries have had great results using this framework. Save time, collaborate with your team, and solve hard problems with Miro’s free 5 Whys template .

• How Miro helps distributed teams collaborate

Working with a remote team can be challenging — but it also offers unparalleled opportunities for creativity and collaboration. Miro’s online whiteboard helps teams overcome cultural divides, communication silos, geographic barriers, and micro-cultures to empower you to stay connected and do great things.

Miro has a variety of templates and tools for teams to help you and your team:

• Create a mind map
• Manage a scrum board
• Create user story maps and customer journey maps
• Work with sticky notes, even if you aren’t in the same room
• Generate flow charts and diagrams
• Run brainstorming sessions

And lots more… try Miro for remote collaboration today!

Miro is your team's visual platform to connect, collaborate, and create — together.

Join millions of users that collaborate from all over the planet using Miro.

Keep reading

How i do it in miro: networking diagramming with software engineer andre mocke.

How to get started with visual thinking: Diversify your brainstorm sessions with these visual thinking techniques

How I do it in Miro: Streamline your sprint planning with Rosanna Knottenbelt

The Simple Yet Powerful 5 Whys Method for Effective Problem-Solving

Updated: May 16, 2023 by Lori Kinney

As a child, you were always asking your parents “Why this?” “Why that?” “Why can’t I do this?” “Why can’t I do that?” Little did you know that you were preparing yourself to be a problem-solver looking for root causes when you would grow up. 

This article will discuss what is the 5 Why method of looking for a problem’s root cause, how to correctly ask the questions, and what benefits and best practices there might be to help you do a better job of improving your processes. 

Overview: What are the 5 Whys? 

The 5 Whys technique was developed in the 1930s by Sakichi Toyoda, the Japanese industrialist, inventor, and founder of Toyota Industries. The 5 Whys technique is an iterative, team-driven process that interrogates the problem by asking Why(?) a number of times, usually 5, thus driving the search to uncover the root cause of a problem.

Rather than using the phrase “solutions” once the root cause is found, the 5 Whys uses the term “countermeasures.” A countermeasure is action-oriented and seeks to prevent the problem from happening again, whereas a solution may just seek to deal with the symptoms.

Here is the 5 Why technique in a nutshell:

First, you must have a defined problem.  Put together a team to address the problem. Then:

• List: Using a white board, flip chart, butcher paper, or other visual display, list five potential reasons for your problem.
• Evaluate: Using data, subject matter experts, or experience, evaluate each of the five potential reasons.
• Select: Select the one reason that seems to be the most likely potential cause.  
• List again: Now list five potential reasons for the potential cause that you selected.
• Evaluate again: Evaluate those five new potential reasons.
• Select again: Again, select the one reason that seems to have the most potential as a root cause.

Repeat the process of list, evaluate, and select as many times as needed until you feel that the root cause has been uncovered. The 

Unfortunately, many organizations don’t do the 5 Whys the correct way. Often, they:

• Look at the problem
• Offer one potential cause
• Ask “Why?” for that one cause
• And continue one at a time 

In the end, you will have only explored five potential causes. Doing it with the list, evaluate, and select approach, you will have assessed 25 potential causes by listing five for each iteration.

3 benefits of the 5 Whys 

This technique has been around since the 1930s. It has been shown to work and can be successfully applied to many situations. 

1. It is a simple yet powerful tool

With just the use of a flip chart and a few markers, a group of people can usually get to the root cause of a problem relatively quickly. 

2. A sking “why” 5 times focuses the team on getting to the root cause

Using this approach in a disciplined fashion will get you to focus on the causes and prevent you from jumping to conclusions as to the solution. 

3. Helps engage the people who deal with the problem   

Getting input from the people who deal with the problem and making them part of the solution can result in better buy-in and engagement. 

Why are the 5 Whys important to understand? 

While the 5 Why technique is simple, you must understand the proper mechanics of the method so that you get the best results possible.

It encourages collaborative problem-solving

Getting the team to collaboratively work together is not only important for the 5 Why problem solving session but for any future activities that would improve the process.

You want to focus on improvement, not blame  

Do not allow such causes as “ human error,” “employee attitude,” “communication,” and other generic and ill-defined reasons to be used as the root cause.  

Understand the importance of having support from leadership  

Hopefully, in the end, the team will come up with a number of countermeasures that will remove the root cause(s) of a problem. It will usually fall upon leadership to provide the resources to make the change. Avoid future frustration by having management on board with this technique from the beginning. 

An example of the 5 Whys in use 

An example is in order.

You are on your way home from work, and your car stops:

• Why did your car stop? Because it ran out of gas.
• Why did it run out of gas? Because I didn’t buy any gas on my way to work.
• Why didn’t you buy any gas this morning? Because I didn’t have any money.
• Why didn’t you have any money? Because I lost it all last night in a poker game.

This example should illustrate the importance of digging down beneath the most proximate cause of the problem. Failure to determine the root cause assures that you will be treating the symptoms of the problem instead of its cause, in which case, the disease will return — that is, you will continue to have the same problems over and over again.

Also note that the actual numbers of whys is not important as long as you get to the root cause. One might also ask, “Why did you lose all your money in the poker game last night?”

Here’s another example. The Washington Monument was disintegrating:

• Why? Use of harsh chemicals
• Why? To clean pigeon poop
• Why so many pigeons? They eat spiders and there are a lot of spiders at monument
• Why so many spiders? They eat gnats and lots of gnats at monument
• Why so many gnats? They are attracted to the light at dusk.

Countermeasure: Turn on the lights at a later time.

3 best practices when thinking about the 5 Whys 

Doing the 5 Whys is simple, but not easy. Keep the team on task and take advantage of the team members’ knowledge, experience, and enthusiasm.

1. Don’t try to do this alone; use a group of people involved in the process  

Five heads are better than one. Select a diverse group of team members to get the widest perspective. 

2. Focus on counter measures rather than solutions  

The solution to a headache is to take two aspirin. The countermeasure to a headache is to find out what is causing it and remove it. 

3. Be open and respectful of everyone’s input and participation  

Everyone’s idea has value. You never know who might hold the hidden gem. Listen and be respectful so people will feel comfortable offering their ideas — you’ll also have better buy-in once you find the root cause. 

Frequently Asked Questions (FAQ) about the 5 Whys

Can i ask more than 5 whys  .

Yes. You can ask more than five or less than five. The key is, how many questions does it take to get to what appears to be the root cause.

Can I use the computer to do the 5 Why exercise?  

It’s recommended that you use something more tactile like flip charts. This way, you can tear them off and hang them on the wall for everyone to see. The more visual you make the work, the better.

Should my manager run the 5 Why session or someone else?

Since the manager often has a stake in the outcome of the process, it might be best to use a neutral facilitator who can help keep the team on task, ask the right questions, and not get defensive when the potential causes are mentioned.

The 5 Whys wrapped up

The 5 Whys is an iterative, team-based approach to asking questions about the potential causes of a problem. Once the problem is defined, the potential causes should be listed, evaluated, and selected, and then repeated as many times as necessary to get to the root cause. 

Once the root cause(s) is identified, the team should recommend specific, action-oriented countermeasures to mitigate or eliminate the root cause of the problem. Remember, don’t just address the symptoms; you must find the underlying cause, otherwise the problem will resurface sometime in the future.

About the Author

Lori Kinney

The 5 Whys Approach for Root-Cause Analysis: Definition, Example, and Template

Fahad Usmani, PMP

February 4, 2024

You often face a problem and conduct a simple brainstorming session to find a solution. You find the solution and implement it, but a little later, the problem resurfaces again with probably more intensity.

Such problems require a more in-depth analysis to find the root causes of the problems and tackle them permanently. The 5 Whys Approach (often referred to as “5Y”) is useful when finding solutions for recurring or difficult problems. 

Today’s article will discuss the 5 Whys Approach and provide examples and templates.

Historical Background of the 5 Whys Approach

The 5 Whys Approach was developed by the Toyota Motor Corporation and popularized in the 1930s by Sakichi Toyoda, a Japanese industrialist and creator of Toyota Industries. Taiichi Ohno was also one of the founders of the technique. In Ohno’s book, Toyota Production System: Beyond Large-Scale Production, he said, “By saying ‘why’ 5 times, the essence of the issue and its solution become evident.”

It evolved and became more popular in the 1970s.

Toyota follows a “go and see” philosophy, where they make decisions based on an in-depth understanding of what is “really” happening on the shop floor rather than someone sitting in the meeting room and assuming what might have happened.

The 5 Why technique follows this philosophy, and it is the most effective when you get answers from people who have experience with the issues or the problem at hand. 

What is the 5 Whys Approach?

The 5 Whys Approach is a problem-solving technique that helps identify the root cause of an issue by asking “why” 5 times to dive deeper into the layers of the problem. 

The 5 Whys Approach is useful in all industries. A study published in the International Journal of Advanced Research in Management and Social Sciences shows how the 5 Whys Approach reduces defects and improves overall quality. The iterative nature of the questioning process helps uncover underlying issues rather than just addressing surface-level symptoms.

By continuously asking “Why?” 5 times, you can get to the source of the problem.

The 5 Hows technique then identifies a solution to the fundamental cause(s). The 5 Whys and 5 Hows are mutually beneficial. You find the root cause using the 5 whys approach, and then you find the solution with the 5 Hows method.

The 5 Whys and 5 Hows technique can help you get to the bottom of a problem and find a solution.

The 5 Whys dig into the issue, and the 5 Hows are used to flesh out the solution. 

When Can You Use the 5 Whys Approach?

You can use the 5 Whys Approach when you have recurring problems. You can also use it to improve product and/or process quality.

This technique is useful for simple to moderate problems or issues as the 5 Why technique leads to a single cause, though a complex problem may have multiple root causes. In such situations, you can use other techniques such as cause and effect analysis , failure mode and effect analysis, etc.

The 5 Whys Approach is a straightforward, adaptable strategy. Even on the first try, you can uncover the root cause swiftly. You should use this method before using more advanced techniques.

As this technique requires time, you should use this method for the problems that affect the project most. You can use Pareto analysis to separate the most recurring issues, then use the 5 Whys Approach to identify a solution to these pressing concerns.

You can use this technique with any framework or methodology. You can use it in project management , lean manufacturing, Six Sigma, etc.

How to Use the 5 Whys Approach

Use the following steps to conduct the 5 Whys Approach :

1. Gather the Experts and Explain the Problem

Bring in people involved with the problem or issue for a brainstorming session. If you are not involved with the problem, get involved before participating in the session. You should also invite some experts who have experience solving similar problems.

Define the problem, write it on a whiteboard or a sheet of paper. Make sure that it is a straightforward problem statement , then write “why” 5 times vertically. Leave enough space between two whys, so you can write questions around them.

2. Ask the First “Why”

Ask the attendees why the problem occurred in the first place. Ensure that the attendees provide factual answers. Don’t allow participants to express their opinions or thoughts.

The attendees should only answer what has happened. This ensures that your assumptions are not included in the problem. This stops collecting a vast number of answers and stops becoming a process of guessing.

Record answers around the first “why.”

3. Ask “Why” Four More Times

You will turn the answer received in the first “why” to a “why” question and ask participants to answer this why again.

You can add why to the answer received from the previous response to make it another “Why.”

4. Stop When the Root Cause is Discovered

When you receive a satisfactory response or the root cause of the problem, there is no need to ask more whys, as it will waste your time.

For example, if you find the root cause of the problem after three whys, don’t go for the fourth why.

If you find more than one cause for the problem, do the same for different branches until you find the root cause for each reason.

The number 5 in 5 Whys is only a rule of thumb . You will often need to stop on the third or fourth why, and sometimes you may need more than 5 whys. As you continue the process, you will know when it is the right time to stop.

5. Determine and Implement Corrective Actions

After identifying the root cause(s), conduct another brainstorming session . You should list approved corrective activities to eradicate the issue’s root cause. You can use the 5 Hows method to figure out the answer. For example, “How can this problem be avoided?” Continue to ask “how” until you find a solution that eliminates the root cause.

6. Monitor the Solution

After implementing the solution, you must monitor it to ensure the solution is effective and the problem is solved entirely. Based on the feedback from the shop floor workers, you can update or modify the solution to make it more robust.

5 Whys Template

Below is an example template for the 5 Whys Approach.

5 Whys Approach Examples

Let’s review the 5 Whys examples to understand this technique better.

Problem Statement 

The client declined to pay the interim payment.

Why does the client refuse to make the advanced payment? 

We didn’t finish the activities on time.

Why didn’t we finish the activity on time? 

Because the action took longer than expected.

What led to the action taking longer than expected? 

First, we didn’t have enough materials for the exercise.

Why didn’t we have enough supplies with us?

We didn’t buy the materials in time.

Why didn’t we buy the materials sooner? 

We didn’t look at the job timetable.

Failure to analyze the job timetable is the root cause of the problem. 

Corrective Actions

To minimize the lack of communication and coordination, the project team should establish strong communication channels and hold regular progress meetings.

Problem Statement

Children don’t go outside to play

Benefits of the 5 Whys Approach

• They encourage each team member to submit suggestions for ongoing improvements.
• They are a highly effective, easy-to-use tool.
• They allow you to find the root cause of the problem instead of its symptoms.
• They avoid acting before you determine whether you’ve found the root cause of the problem.
• They create a culture that values continual improvements.

Limitations of the 5 Whys Approach

The following are a few limitations of the 5 whys approach:

• This technique often oversimplifies complex issues, thus leading to a superficial understanding of the problem.
• This technique depends on the quality of the questions. If the questions are not good enough, the analysis may not provide an effective solution.
• This exercise can become a blame game if it is not approached with a collaborative, non-judgmental mindset.
• The 5 Whys are ineffective when dealing with problems that have multiple, interrelated causes.

Q1: What is the 5 Whys Approach?

The 5 Whys Approach is a problem-solving technique that asks “why” repeatedly to get to the root cause of an issue. It helps find the underlying factors contributing to a problem rather than just addressing the symptoms.

Q2: How does the 5 Whys Approach work?

The technique involves asking “why” 5 times in succession to delve deeper into the causes of a problem. Each successive “why” helps identify the immediate cause and pushes towards understanding the fundamental root cause of the issue.

Q3: When should I use the 5 Whys Approach?

The 5 Whys Approach is most effective for addressing recurring problems, complex issues, or situations in which the root cause is not immediately apparent. It’s also valuable for continuous improvement and preventing problems from reoccurring.

The 5 Whys are a problem-solving method to find the root causes of issues. They ask “why” 5 times to dig deeper into problems. They help uncover hidden reasons that allow you to find effective solutions. They are easy to use and can solve various problems, which will prevent them from recurring.

I am Mohammad Fahad Usmani, B.E. PMP, PMI-RMP. I have been blogging on project management topics since 2011. To date, thousands of professionals have passed the PMP exam using my resources.

PMP Question Bank

This is the most popular Question Bank for the PMP Exam. To date, it has helped over 10,000 PMP aspirants prepare for the exam. 

PMP Training Program

This is a PMI-approved 35 contact hours training program and it is based on the latest exam content outline applicable in 2024.

Similar Posts

7 Best monday.com Alternatives and Competitors: Free & Paid

Today, I will provide you with the 7 best monday.com alternatives and competitors. This program, previously known as DaPulse, is a popular Saas product for your work management needs.  With it, you can keep track of your day-to-day tasks with related attachments, statuses, respective deadlines, collaboration with your team from A-Z conversations, and more.  You…

Project Status Reports: Templates & Examples

A project status report is a project management document that details the status of a project. It’s a project reporting tool that outlines the project’s health and provides vital data to project stakeholders such as clients, sponsors, and team members. Project managers communicate the project status to management and key stakeholders through a project status…

What is a Construction Project Manager?

Every project needs a project manager, and the responsibilities of project managers depend on the type of project and the project management methodology used. For example, project managers in traditional waterfall projects are more accountable than those in agile ones. In traditional project management, construction project managers have strong roles and responsibilities in managing and…

100 Free PMI-RMP Exam Sample Questions

In this blog post I’m going to provide you with 100 free PMI-RMP exam sample questions.

Most of these questions are definition based, well suited for you to try during your studies to check your progress. The questions are comparatively easier than the real PMI-RMP exam questions.

All these questions are based on the fifth edition of the PMBOK Guide and aligned with the latest exam format.

I have also included PMBOK reference for most of the questions, please you refer to the PMBOK Guide every time when you see the reference, it will help you understand the PMBOK Guide better.

It is my hope that these questions will help you identify and fill your knowledge gaps.

Project Documentation: 22 Essential Project Management Documents

Project documentation is vital for project success. A project manager deals with many documents throughout the project lifecycle. If you are involved in project management, you must understand the most important project management documents. In today’s blog post, we will help you understand project documentation and its importance, and we will review 22 essential project…

CISSP Certification Requirements: Skills, Experience & Education

Certified Information Systems Security Professional (CISSP) is an information security certification awarded by the International Information System Security Certification Consortium (ISC) ². Applicants must demonstrate that they meet all the CISSP certification requirements to be considered for this certification. CISSP certification is useful for professionals working as information security specialists who want to demonstrate their…

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Worawut/Adobe Stock

By Jill Babcock Leaders Staff

Jill Babcock

Personal Development Writer

Jillian Babcock is a personal development writer for Leaders Media. Previously, she was a senior content writer at Ancient Nutrition,...

Learn about our editorial policy

Aug 8, 2023

Reviewed by Hannah L. Miller

Hannah L. Miller

Senior Editor

Hannah L. Miller, MA, is the senior editor for Leaders Media. Since graduating with her Master of Arts in 2015,...

The Power of the Five Whys: Drilling Down to Effectively Problem-Solve

What is the “5 whys” method, the power of asking “why”, when the 5 whys should be used, how to utilize the 5 whys technique, five whys examples, other ways of improving problem-solving.

It’s a fact of life that things don’t always go according to plan. When facing mistakes or challenges, asking “why”—especially if you do it repeatedly—can help uncover deeper layers of understanding so you can identify potential solutions.

The question “why” can be used in problem-solving as a powerful technique that helps us dig deeper, challenge assumptions, and think critically. After all, if you’re not sure why a problem exists in the first place, it’s very difficult to solve it.

The “Five Whys” method (also called “5 Whys Root Cause Analysis”) can specifically help in examining beliefs, behaviors, and patterns to shine a light on areas for improvement. The Five Whys have other benefits too, including encouraging collaboration and communication since this strategy promotes open dialogue among team members or partners. It also helps generate effective and lasting solutions that can prevent similar issues from resurfacing in the future.

In this article, learn how to use the Five Whys to save yourself or your company from wasting time and money and to address important issues at their source before they escalate.

The “Five Whys” is a technique commonly used in problem-solving to find the root causes of problems . This type of analysis can be applied to various situations, including within companies and relationships, to gain deeper insights and understandings of challenges and obstacles. The method involves “drilling down” by repeatedly asking “why”—typically five times or more—to get to the underlying causes or motivations behind a particular issue. Overall, it’s a way to figure out causes and effects related to a situation so that solutions can be uncovered.

“Effective problem solving can help organizations improve in every area of their business, including product quality, client satisfaction, and finances.” Jamie Birt , Career Coach

Here are a few reasons why asking “why,” or practicing the Five Whys, is important in problem-solving:

• Identifies underlying issues and root causes: Repeatedly asking “why” helps peel back the layers of a problem to get closer to the heart of what’s not working well. The goal is to define the real issue at hand to address its underlying causes. Understanding root causes is crucial because it enables you to address issues at their source rather than simply dealing with surface-level effects.
• Promotes critical thinking: Critical thinking refers to the process of objectively and analytically evaluating information, arguments, or situations. To engage in critical thinking and analysis, we need to ask “why,” usually over and over again. This encourages us to develop a more nuanced understanding of a problem by evaluating different factors, examining relationships, and considering different perspectives. Doing so helps lead to well-reasoned judgments and informed decisions.
• Uncovers assumptions: The opposite of assuming something is remaining open-minded and curious about it. Albert Einstein once said , “The important thing is not to stop questioning. Curiosity has its own reason for existing.” Asking “why” prompts you to challenge preconceived notions you may not even realize you have. Often, we make assumptions about a problem or its causes without having all the information we need. By gaining a fresh perspective, we can consider alternative solutions.
• Generates insights: The Five Whys can lead to valuable discoveries and potential fixes by uncovering hidden connections. These insights can guide us toward innovative solutions that prevent similar problems from worsening or happening again.

“Curiosity has been identified as a characteristic of high-performing salespeople, and having a tool and system that fosters curiosity in your team is extremely helpful.” Alexander Young, Forbes

Any time a problem needs to be clarified and solved, the Five Whys can help. This flexible technique can be adapted to different situations, including personal and professional ones. For example, it’s useful when there are complications within businesses that are causing a loss of profits or when arguments occur among family members or partners. Eric Ries from Harvard Business Review points out that start-ups can especially benefit from the Five Whys to test and refine procedures, ideas, products, and processes.

To get the most out of the Five Whys, include people with personal knowledge of the problem, processes, and systems involved in the analysis, such as employees and customers. This means that if a leadership team, for example, wants to use the Five Whys to improve customer engagement, actual customers and customer service representatives would be ideal people to include in the discussion. 

Here are examples of situations in which the Five Whys can be utilized:

• Troubleshooting business processes or operations issues, such as delivery or customer service concerns.
• Identifying the reasons behind personal challenges or recurring problems, such as disputes between bosses and employees.
• Analyzing project failures or setbacks, such as missed deadlines, to find underlying causes.
• Understanding customer complaints or dissatisfaction to improve products or services.
• Improving communication, teamwork, and client relationships.

Sakichi Toyoda (1867–1930) was a Japanese inventor and industrialist known for his business ventures, including founding the Toyota Motor Corporation. Toyoda is credited with developing the Five Whys method in the 1930s, which he used to support continuous improvement within his companies . 

For example, within Toyota Production System (TPS), key goals included eliminating waste, improving efficiency, and ensuring quality. Toyoda used the Five Whys to identify problems within his company and to find ways to resolve them to improve production and customer satisfaction. He once stated , “By repeating why five times, the nature of the problem as well as its solution becomes clear.”

“The beauty of the [Five Whys] tool is in its simplicity. Not only is it universally applicable, it also ensures that you don’t move to action straight away without fully considering whether the reason you’ve identified really is the cause of the problem.” Think Design

The Five Whys works by drilling down to a main underlying cause. The answer to the first “why” should prompt another “why,” and then the answer to the second “why” should continue to prompt more “whys” until a root cause is identified.

Follow these steps to implement the Five Whys:

1. Identify the Initial Problem: Clearly define the problem you want to address. Be specific, such as by including details that help with the analysis. Make sure to clearly articulate the issue by breaking it down into smaller components to ensure everyone involved has a thorough understanding of the situation.

2. Ask “Why?”: Start by asking why the problem occurred. Answer your own question. The answer becomes the basis for the next “why” question.

3. Repeat the Process Five or More Times: Continue asking “why” about the previous answer, iterating at least five times or until you reach a point where the root cause of the problem becomes apparent.

4. Analyze and Take Action: Once you have identified the root cause, analyze potential solutions and take appropriate action.

Here’s a template that you can use to make the process simple:

Problem Statement: (One sentence description of the main problem)

• Why is the problem happening? (Insert answer)
• Why is the answer above happening? (Insert answer)

Root Cause(s) 

To test if the root cause is correct, ask yourself the following: “If you removed this root cause, would this problem be resolved?”

Potential Solutions:

List one or more ways you can resolve the root cause of the problem.

The Five Whys method is not a rigid rule but rather a flexible framework that can be adjusted based on the complexity of the problem. You may need to ask “why” only three times or more than five times, such as 7 to 9 times, to nail down the main underlying cause. It’s not the exact amount of “whys” you ask that matters, more so that you’re really investigating the situation and getting to the root of the issue.

Here are two examples of how the Five Whys technique can be used to problem-solve:

Example 1: Machine Breakdown

• Problem Statement: A machine in a manufacturing facility keeps breaking down.
• Why did the machine break down? The motor overheated.
• Why did the motor overheat? The cooling system failed.
• Why did the cooling system fail? The coolant pump malfunctioned.
• Why did the coolant pump malfunction? It wasn’t properly maintained.
• Why wasn’t the coolant pump properly maintained? There was no regular maintenance schedule in place.
• Root Cause: The lack of a regular maintenance schedule led to the coolant pump malfunction and subsequent machine breakdown.
• Solution: Implement a scheduled maintenance program for all machines to ensure proper upkeep and prevent breakdowns.

Example 2: Orders Not Being Fulfilled On Time

• Problem Statement: The order fulfillment process in an e-commerce company is experiencing delays.
• Why are there delays in the order fulfillment process? The warehouse staff is spending excessive time searching for products.
• Why are they spending excessive time searching for products? The products are not organized efficiently in the warehouse.
• Why are the products not organized efficiently? There is no standardized labeling system for product placement.
• Why is there no standardized labeling system? The inventory management software does not support it.
• Why doesn’t the inventory management software support a labeling system? The current software version is outdated and lacks the necessary features.
• Root Cause: The use of outdated inventory management software lacking labeling functionality leads to inefficient product organization and delays in the order fulfillment process.
• Solution: Upgrade the inventory management software to a newer version that supports a standardized labeling system, improving product organization and streamlining the order fulfillment process.

“Great leaders are, at their core, great problem-solvers. They take proactive measures to avoid conflicts and address issues when they arise.” Alison Griswold , Business and Economics Writer

Problem-solving is a skill that can be developed and improved over time. The Five Whys method is most effective when used in conjunction with other problem-solving tools and when utilized in a collaborative environment that encourages open communication and a willingness to honestly explore underlying causes. For the method to work well, “radical candor” needs to be utilized, and constructive feedback needs to be accepted.

Here are other strategies to assist in problem-solving, most of which can be used alongside the Five Whys:

• Gather and analyze information: Collect relevant data, facts, and information related to the problem. This could involve conducting research, talking to experts, or analyzing past experiences. Examine the information you’ve gathered and identify patterns, connections, and potential causes of the problem. Look for underlying factors and consider both the immediate and long-term implications.
• Have a brainstorming session: Collaborate with colleagues, seek advice from experts, or gather input from stakeholders. Different perspectives can bring fresh ideas. Gather a group of teammates and get out a whiteboard and a marker. Create a list of opportunities or problems and potential solutions. Encourage creativity and think outside the box. Consider different perspectives and approaches.
• Draw a cause-and-effect diagram: Make a chart with three columns, one each for challenges, causes, and effects. Use this to come up with solutions, then assess the pros and cons of each potential solution by considering the feasibility, potential risks, and benefits associated with each option. 
• Develop an action plan: Once you’ve selected the best solution(s), create a detailed action plan. Define the steps required to implement the solution, set timelines, and then track your progress.

Want to learn more about problem-solving using critical thinking? Check out this article:

Use Critical Thinking Skills to Excel at Problem-Solving

Leaders Media has established sourcing guidelines and relies on relevant, and credible sources for the data, facts, and expert insights and analysis we reference. You can learn more about our mission, ethics, and how we cite sources in our editorial policy .

• American Institute of Physics. Albert Einstein Image and Impact . History Exhibit. https://history.aip.org/exhibits/einstein/ae77.htm
• Indeed. 5 Whys Example: A Powerful Problem-Solving Tool for Career Development. Indeed Career Guide. https://www.indeed.com/career-advice/career-development/5-whys-example
• Entrepreneur. 3 Steps to Creating a Culture of Problem Solvers . Entrepreneur – Leadership. https://www.entrepreneur.com/leadership/3-steps-to-creating-a-culture-of-problem-solvers/436071
• Harvard Business Review. (2010, April). The Five Whys for Startups. Harvard Business Review. https://hbr.org/2010/04/the-five-whys-for-startups
• Forbes. (2021, June 7). Understanding The Five Whys: How To Successfully Integrate This Tool Into Your Business . Forbes – Entrepreneurs. https://www.forbes.com/sites/theyec/2021/06/07/understanding-the-five-whys-how-to-successfully-integrate-this-tool-into-your-business/?sh=5eda43675c18
• Think Design. Five Whys: Get to the Root of Any Problem Quickly. Think Design – User Design Research. https://think.design/user-design-research/five-whys
• Business Insider. (2013, November). The Problem-Solving Tactics of Great Leaders. Business Insider. https://www.businessinsider.com/problem-solving-tactics-of-great-leaders-2013-11

Search Leaders.com

Problem Solving using the 5 Whys

This post is also available in: German

The 5 Whys template is a simple, yet powerful tool used for root cause analysis. Based on the technique developed by Sakichi Toyoda , it takes an iterative approach to problem-solving. Starting with an initial problem statement, a question beginning with ‘why’ is asked 5 times in order to zero in on the root cause. 

Along with the Fishbone Diagram , the 5 Whys template is a seminal technique for problem-solving through a deeper understanding of causal relationships. Let us understand this method in a little more detail. Or directly use the template . 

What is the 5 Whys root cause analysis?

The 5 Whys problem-solving method was originally developed for Toyota Motor Corporation’s production facility. The technique starts with a single problem and asks a ‘why’ question based on the answer to the previous question. 

The iterative process of asking ‘why’ ensures that each step is logically connected to the previous by a cause and effect relationship. Each ‘why’ takes you one step closer to finding the root cause. 

5 Whys analysis in six sigma

Six sigma is all about waste reduction, process optimization and quality improvements. The simplicity of the 5 Whys method lends itself well to the analysis stage of six sigmas. Since the technique eschews complex statistical methods, individuals from across functions and departments can participate in the process. It’s a great technique for driving process improvements and ensuring past mistakes do not reoccur.  

How to use the 5 Whys template

Since a 5 Whys session is in essence a brainstorming session, it is important to work with a whiteboard and sticky notes. Mapping out the process on an online whiteboard helps people better visualize what happened. Multiple stakeholders can work on Conceptboard’s collaborative template in real time and add their ideas on digital sticky notes . The template is completely editable.

Steps to using the 5 whys template

• Asking the right question – Before you embark on a 5 whys analysis, it is important to start with the right question. Here, a problem statement template can come in handy.
• Gather the right people – All key stakeholders and especially decision makers should be involved in the session.
• Assign a moderator – It is important for the moderator to drive the conversation, ensure each of the steps are followed and assumptions avoided 
• Prepare the board in advance – Load the template by clicking the ‘+’ button and choosing ‘Insert template’. Drag and drop the 5 Whys template and share the board with the team.
• Add sticky notes and write down your comments for each round of the process.
• Once the analysis is complete, identify the action points and export the board as a PDF or print it out.

5 Whys Example

Here’s an example of the 5 Whys process and the solutions that came up from the analysis.

• Why was the hospital’s new health care app delayed by 4 weeks? Answer : Additional complexities were revealed in the testing phase.
• Why did additional difficulties come up? Answer : The creation phase did not include a solution for a major use case.
• Why did the creation phase miss a major use case? Answer : The original brainstorming sessions did not include employees from the department.
• Why were key employees missing from the brainstorming sessions? Answer : The brainstorming session was led by a particular department. In this case, additional departments were brought in later in the development process.
• Why is this process managed by a particular department? Answer : This is how it’s always been done.

Solutions found:

Create a new process that builds on the strengths of all departments and encourages interdepartmental collaboration. Ensure key employees from every department are present in all brainstorming sessions throughout all phases.

If you’ve like this template, we’ve also rounded up 15 of our favourite brainstorming techniques and templates that help you generate new ideas and drive innovation. For additional problem-solving templates, you can use our A3 problem-solving template .  Also check out our list of retrospective ideas and templates you can use today with your team.

Use the free template with your team & customize as you go!

Use Template

More interesting articles for you

Unwrap the Joy: Elevate Your Team’s Holiday Spirit with Our Exclusive Christmas Game Template!

The holiday season is upon us, and at Conceptboard, we’re thrilled to unwrap the gift of festive cheer with our special Christmas Game Template!

Wireframe Template – A structure to build something great | Free Template

By using Wireframe Templates, you can streamline your workflow and ensure a more efficient and effective design process.

How do we handle the onboarding of new employees at Conceptboard? With Conceptboard!

Here at Conceptboard, our tool has become an indispensable part of our everyday work. We are constantly discovering new use cases and finding new, better processes. Find out what we achieved in the field of HR.

2 Comments . Leave new

I disagree with your statement “Six sigma is all about waste reduction, process optimization and quality improvements.”

Six-Sigma is all about “variation reduction” using statistical tools and techniques and pioneered by Motorola.

Lean is all about “Waste reduction” using Lean tools and techniques as part of Lean Manufacturing/the Toyota Production System developed by Toyota.

(1) The example solution is not a solution, it is the recognition that something new needs to happen, followed by requirements on how that is to be achieved.

(2) A single thread down (one answer per question) is insufficient for most difficult problems (i.e. ones that require a 5-why’s!) Each question will generate several answers, each of which is drilled down on. Then answers to different questions that are the same are linked into a lattice. If you are lucky it all comes together into a single item at the bottom of the diagram. One ends up with several dominant threads from top to leaf nodes, each of which has to be dealt with.

(3) The 5-why’s identifies several possibly independent causes. These must be dealt with using a problem solving method — which 5-why’s is not. It is a problem identification method.

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Post Comment

Experience the power of visual collaboration

Experience how Conceptboard boosts your team’s hybrid collaboration and communication.

No credit card

No commitments

Start right now

• Professional Services
• Creative & Design
• See all teams
• Project Management
• Workflow Management
• Task Management
• Resource Management
• See all use cases

Apps & Integrations

• Microsoft Teams
• See all integrations

Explore Wrike

• Book a Demo
• Take a Product Tour
• Start With Templates
• Customer Stories
• ROI Calculator
• Find a Reseller
• Mobile & Desktop Apps
• Cross-Tagging
• Kanban Boards
• Project Resource Planning
• Gantt Charts
• Custom Item Types
• Dynamic Request Forms
• Integrations
• See all features

Learn and connect

• Resource Hub
• Educational Guides

Become Wrike Pro

• Submit A Ticket
• Help Center
• Premium Support
• Community Topics
• Training Courses
• Facilitated Services

Introducing the 5 Whys Technique of Problem Solving

February 3, 2021 - 7 min read

What do you do when you and your team run into a problem?

Do you try to find the quickest fix to keep things moving? Get through and assume it was a fluke that won’t happen again? Shift blame to circumstances that were beyond your control?

There’s a better way to diagnose and even solve your problems. It’s called the five whys. 

What is the five whys method?

The five whys method is a problem-solving technique that helps you get to the root cause of a problem. Using this technique, you’ll uncover cause and effect relationships and ultimately uncover how processes and projects can be improved in the future.

The premise of the five whys is fairly straightforward: You’ll ask “why?” five times in a row. 

Maybe your team didn’t complete a major project by the deadline. Why? Because a team member was late submitting their piece of the project. Why? Because the end client was delayed in getting her the feedback she needed. Why? ...and so on. 

Sound like overkill? Or maybe something a curious toddler would do? We get it. However, this technique is surprisingly beneficial. 

When you and your team are brainstorming or problem-solving, it’s tempting to jump right into identifying solutions — without realizing you don’t quite understand the extent of the problem yet. The five whys technique keeps you and your team zoned in on the challenge so you can identify the most impactful solution. 

A five whys analysis is helpful for understanding the inner workings of problems, but it’s not without its flaws. Let’s cover a few pros and cons of this approach. 

Benefits of the five whys method

• It’s simple to use : As far as problem-solving tools and analyses go, the five whys technique is one of the most straightforward and intuitive.
• It uncovers the root cause : It pushes teams to go beyond their gut feeling or their first answer to think critically about the real source of their issues.
• It encourages conversation : “Why?” is an open-ended question , which can encourage candid and valuable discussions between your team members. It can also expose them to roadblocks or areas of confusion they didn’t realize others were experiencing. 

Challenges of the five whys method 

• It’s subjective : One team member might think your project was delayed because a colleague dropped the ball, while another thinks it’s because the original deadline was unrealistic. Conflicting opinions are common, which can present some roadblocks for the effectiveness of this technique. 
• It’s limiting : Despite the name, you might need to ask “why?” more than five times to get to the heart of a problem. Additionally, there may be more than one root cause for an issue, which this technique doesn’t easily address or accommodate. 
• It requires visibility : Your team is smart, but they don’t know everything. When asking “why?” you might run into some instances where the only answer you can come up with is, “I don’t know.” That means this technique is at a standstill. 

Why does the five whys technique benefit project management?

Ask yourself this: When’s the last time you had a project go off without a hitch? Everything went exactly according to plan, and you didn’t experience a single hiccup along the way.

Has it been a while? That’s normal. Collaboration is complicated, and even the most successful project managers will admit that even the most carefully-planned projects sometimes run off course. In one report from the Project Management Institute ( PMI ), respondents said that only 69% of their project s met their original goals—implying that 31% of projects fell short. 

When that happens, it’s tempting to grit your teeth, get through the muck, and then move on. However, the best thing to do is to reflect on those project problems , drill down to their root causes, and identify how you can fix those for future projects. 

That’s why the five whys technique is important for project management: It will help you and your project team identify how you can collaborate more effectively, proactively navigate risks and problems, and deliver more winning projects. 

The five whys example: How it applies to project management 

Want to see a five whys analysis in action? Let’s continue with the example that we set up at the beginning: 

The Problem: Our team was two weeks late in finalizing a client’s keyword research report.

• Why? Maggie was late in delivering the section on keyword opportunities.
• Why? The end client took too long to get the audience personas she requested.
• Why? We didn’t get the information we needed at the start of the project.
• Why? We don’t have a streamlined process for collecting the client information we need.
• Why? We haven’t created a work intake form. 

Now you know what you need to do to ensure you don’t hit the same snag on your next projects: You need to create an intake form so that your team is equipped with the must-have information they need from your clients — before they even start any work. 

See how it works? By doing nothing more than asking, “Why?” five times in a row, you identified a relatively simple fix (particularly if you’re using a project management platform like Wrike that has dynamic request forms ) that will yield huge results for your team and your projects. 

And you owe all of that to the five whys technique—proof that problem-solving methods don’t need to be complicated to be effective. 

Wrike gives you and your team visibility into your work processes so that you have an easier time leveraging the five whys method. Start your two-week free trial now .

Kat Boogaard

Kat is a Midwest-based contributing writer. She covers topics related to careers, self-development, and the freelance life. She is also a columnist for Inc., writes for The Muse, is Career Editor for The Everygirl, and a contributor all over the web.

Related articles

The Ultimate Guide to Sprint Retrospectives

Plan your next sprint retrospective with these tips and best practices. Use this guide to enable your Scrum team to look back and optimize processes.

The Ultimate Guide to Implementation Plans

Achieve better outcomes and stronger results by creating implementation plans that help you turn concepts into real world action. Learn more with Wrike.

What Is a Bottleneck in Project Management?

What is a bottleneck in project management? Here’s how to perform a bottleneck analysis to identify project roadblocks before they spiral out of control.

Get weekly updates in your inbox!

You are now subscribed to wrike news and updates.

Let us know what marketing emails you are interested in by updating your email preferences here .

Sorry, this content is unavailable due to your privacy settings. To view this content, click the “Cookie Preferences” button and accept Advertising Cookies there.

• Guide: 5 Whys

Daniel Croft

Daniel Croft is an experienced continuous improvement manager with a Lean Six Sigma Black Belt and a Bachelor's degree in Business Management. With more than ten years of experience applying his skills across various industries, Daniel specializes in optimizing processes and improving efficiency. His approach combines practical experience with a deep understanding of business fundamentals to drive meaningful change.

• Last Updated: May 9, 2023
• Learn Lean Sigma

5 Whys is a problem-solving technique used to get to the root cause of problems by asking the question of Why multiple times, but often 5 times giving it the name “5 Whys”. This allows people to address the root cause of issues instead of the symptoms of the root causes which is often what is seen as the problem. 

Like a doctor diagnosing an issue such as neck pain, a painkiller will only address the symptoms of the neck pain and not the root cause of the pain. By getting to the root cause you can ensure a long-term fix to the root cause of the neck pain which could be caused by seating positions and not taking painkillers which is a short-term fix.

Table of Contents

What is the 5 whys.

The 5 Whys is a root cause analysis problem-solving technique that aims to identify the root cause of a problem by repeatedly asking the question “Why?” five times or until the core issue is unveiled. Developed within the Toyota Production System , it’s one of fundamental tools in the Lean Six Sigma methodology.

Here’s how it works:

• Begin with a clear and concise problem statement.
• Ask “Why?” the problem occurred. Document the answer.
• If this answer doesn’t identify the root cause, ask “Why?” again and document the subsequent answer.
• Continue this process until you’ve either asked “Why?” five times or the root cause has been identified.

Lets go through an example, let’s say a machine stopped working:

• Why? – The machine’s fuse blew.
• Why? – The machine was overloaded.
• Why? – There wasn’t adequate training on machine capacity.
• Why? – Training materials were outdated.
• Why? – There’s no review process for updating training materials.

In this case, the root cause is the lack of a review process for training materials, and addressing this will prevent similar issues in the future. Only treating the symptom in this situation would have been to change the fuse, for it then to regularly blow and cause additional downtime.

This is a good example where a machine stopping working’s root cause is cause by an issue what would not be obvious is first glace at the symptom of the problem and provides a clear example that root cause analysis is important to ensure that solutions are not jumped to before a through root cause analysis is conducted. 

Why is the 5 Whys Important?

Understanding the 5 Whys is important because identifying symptoms of a problem is not the same as uncovering its root cause. If you only address symptoms this provides only temporary solution to the problem. However, understanding and resolving the root cause can prevent the issue from reoccurring.

The 5 Whys Problem-Solving technique is also useful for:

• Problem Prevention: By identifying the root cause of the problem, businesses can implement long-term solutions, leading to more robust systems and processes and prevent the problem reoccurring.
• Cost-Efficiency: Addressing root causes is often more cost-effective in the long run as it prevents recurrence and the associated costs of repeated problem-solving which usually involves the same people constantly firefighting the same issues such as repeated machine breakdowns.
• Improved Processes: Regular use of the 5 Whys to identify the root causes of problems can highlight weaknesses in processes, leading to continuous improvement and optimization processes.
• Empowerment: The use of 5 Whys by individuals a positive culture that promotes a deeper understanding of systems and processes, empowering teams to take ownership and responsibility in addressing issues.

How to Conduct a 5 Whys Root Cause Analysis?

Step 1: define the problem.

This is an important step as if the problem is not defined effectively it could result in focusing in the wrong problem. A good method for this could be to use the 5W1H Is/Is Not Problem solving technique to gain a common understanding of that the problem is.

When stating the problem you are going to conduct a 5 Whys on it is important to be specific about the issue and avoid ambiguous descriptions. Additionally, where data and information is available this should be collected and used as evidence that points to the actual problem rather than opinions of the problem. 

Step 2: Ask the First “Why?”

Now you have a clear problem definition you should ask the question “Why did that happen?” This should be done to understand the problem without making assumptions and should be done with supporting facts and data that backs up the initial answer to the question.

Step 3: Continue to Ask Why?

Now you should have an answer to the first why. This should form the next step and ask why did that happen. This ensures you dont settle for the inisital surface-level answer or symptoms of the real problem and pushes you to understand the underlying issues.

When you continue to ask why you should:

• Continuously question the previous answer
• Challenge answer that seem like assumptions and lack evidence to support them to avoid going down the wrong route. 

Step 4: Continue the Process

• Keep the questioning focused on the problem
• If you feel the questioning is going off track revert back to what the initial problem definition.
• Ensure each answer provided logically leads to the next “Why?”
• The 5 Whys process then concludes when further questions leads to no further valuable answers are given or the when the root cause of the issues becomes clear.

Step 5 Implement Solutions

Once you have identified the root cause the you need to address it by implementing a solution to prevent the problem reoccuring.

This should be a case of developing an actionable solution that address the root cause of the issue and not preventing the symptoms as addressing the symptom will likely cause the issue to reappear elsewhere.

Make sure you test the solutions to ensure they are effective in addressing the root cause, you should then continue to monitor the process over time to confirm the problem did not reappear in the same place or elsewhere.

If the problem does not re appear congratulations you have solved the problem!

An Example of 5 Whys Analysis

Below is a good example of a 5 Whys analysis done in a situation where there was a production downtime.

To summarize, the 5 Whys process is an effective problem-solving tool that can assist businesses in identifying the root cause of a problem and developing effective solutions. Teams can delve deep into underlying issues and develop targeted solutions that address the root cause of the problem by asking “why” multiple times.

The five steps of the 5 Whys process – defining the problem, asking “why” once, asking “why” more times, developing a solution, implementing the solution, provide a clear framework for problem-solving and can help ensure that the problem is effectively resolved. The 5 Whys process encourages teams to think critically and systematically, resulting in long-term solutions that are effective, targeted, and sustainable.

• Benjamin, S.J., Marathamuthu, M.S. and Murugaiah, U., 2015. The use of 5-WHYs technique to eliminate OEE’s speed loss in a manufacturing firm.   Journal of Quality in Maintenance Engineering ,  21 (4), pp.419-435.

A: The 5 Whys technique is a problem-solving method that involves asking “why” multiple times to uncover the root cause of a problem or issue.

A: The 5 Whys technique involves repeatedly asking “why” to identify the underlying cause of a problem. After asking “why” five times or until the root cause is revealed, you can develop effective solutions to address the issue.

A: The primary purpose of the 5 Whys technique is to identify and address the root cause of a problem. It helps organizations and individuals go beyond surface-level symptoms and understand the deeper issues affecting their processes or systems.

A: The 5 Whys technique is best used when you encounter a problem or issue that needs to be resolved. It is particularly useful for complex problems, recurring issues, or situations where multiple factors contribute to the problem.

A: Yes, the 5 Whys technique can be applied to any industry or field. It is commonly used in manufacturing, engineering, healthcare, software development, project management, and various other sectors.

A: While the technique is called the “5 Whys,” the number of “whys” you need to ask may vary. The goal is to keep asking “why” until you reach the root cause of the problem, which may require more or fewer than five iterations.

A: Yes, there are a few limitations to consider when using the 5 Whys technique. It relies on the skill and knowledge of the people involved, and it may oversimplify complex problems. Additionally, it assumes a linear cause-and-effect relationship, which may not always be accurate.

A: Yes, the 5 Whys technique can be used in a group setting. In fact, involving multiple perspectives can enhance the effectiveness of the technique and lead to more comprehensive problem-solving.

Daniel Croft is a seasoned continuous improvement manager with a Black Belt in Lean Six Sigma. With over 10 years of real-world application experience across diverse sectors, Daniel has a passion for optimizing processes and fostering a culture of efficiency. He's not just a practitioner but also an avid learner, constantly seeking to expand his knowledge. Outside of his professional life, Daniel has a keen Investing, statistics and knowledge-sharing, which led him to create the website learnleansigma.com, a platform dedicated to Lean Six Sigma and process improvement insights.

Download Template

Free Lean Six Sigma Templates

Improve your Lean Six Sigma projects with our free templates. They're designed to make implementation and management easier, helping you achieve better results.

Other Guides

• Shop Card Decks
• Video Libary

Engineering , User experience , Product management

The 5 Whys is a problem-solving technique used to identify the root cause of a problem by asking "why" five times. Product Glossary 5 Whys Also called: Five Why Analysis, 5 Why Technique, 5 Why Root Cause Analysis, 5 Why Problem Solving, and 5 Why Methodology See also: Assumptions Collection , Fishbone Diagram , Five Whys , Starbursting , Why-How Laddering Relevant metrics: Number of Problems Identified, Number of Root Causes Identified, Number of Solutions Implemented, Number of Problems Resolved, and Time to Resolve Problems In this article 5 Whys: A Problem-Solving Tool for Root Cause Analysis

The 5 Whys is a problem-solving tool used to identify the root cause of a problem. It is a simple yet effective technique that can be used to identify the underlying cause of a problem, allowing for the development of an effective solution. The 5 Whys is a process of asking “why” five times in order to get to the root cause of a problem.

The 5 Whys is a useful tool for problem-solving and root cause analysis. It can be used in a variety of situations, such as when trying to identify the cause of a customer complaint, a production issue, or a quality issue. It can also be used to identify the root cause of a problem in a process or system.

The tool can work very well in identifying the root cause of a problem quickly and efficiently. By asking “why” five times, it allows for a deeper understanding of the problem and its underlying causes. This understanding can then be used to develop an effective solution.

Being useful to quickly identify the root cause of a problem in a variety of situations and in turn develop an effecting solution, it is both simple and effective. Asking “why” five times allows for a deeper understanding of the problem and its underlying causes.

Example of applying the 5 Whys

Where did 5 whys come from.

The term 5 Whys is a problem-solving technique developed by Sakichi Toyoda, the founder of Toyota Motor Corporation. It is a simple yet effective tool used to identify the root cause of a problem. The technique involves asking “why” five times in order to get to the root cause of the problem. The idea is that by asking “why” five times, the problem can be identified and solved more quickly and efficiently. The 5 Whys technique is based on the idea that most problems can be solved by asking “why” five times. This technique is used in many industries, including manufacturing, engineering, and software development. It is also used in the fields of quality management and process improvement.

Applying the 5 Whys Method for Problem-Solving

The premise of the 5 Whys method is that asking “why” five times will lead to the root cause of the problem. Its effectiveness however, depends on the questions you ask. Be thorough, open-minded, consider alle possible causes, and ask questions that are relevant to the problem. Patience can help, as can take time to ask the necessary questions.

• Step 1 of the 5 Whys is to identify the problem. This can be done by asking questions such as “What is the problem?” or “What is the issue?”
• Step 2 is to ask “Why?” and answer the question. This is done by asking “Why is this happening?” or “What is causing this problem?”
• Step 3 is to repeat the process until the root cause is identified. This is done by continuing to ask “Why?” until the underlying cause of the problem is identified.

Benefits of Implementing the 5 Whys

• Increased Efficiency . The 5 Whys technique helps to quickly identify the root cause of a problem, allowing teams to focus their efforts on the most effective solutions. This can help to reduce the amount of time and resources spent on solving the issue.
• Improved Problem-Solving . By asking “why” five times, teams can gain a better understanding of the underlying cause of a problem. This can help to ensure that the right solutions are implemented, leading to better outcomes.
• Improved Communication . The 5 Whys technique encourages teams to communicate more effectively. By asking “why” five times, teams can gain a better understanding of the issue and come to a consensus on the best solution.
• Improved Teamwork . The 5 Whys technique encourages teams to work together to identify the root cause of a problem. This can help to foster collaboration and improve team morale.
• Improved Quality . By identifying the root cause of a problem, teams can ensure that the right solutions are implemented. This can help to improve the quality of products and services, leading to better customer satisfaction.

Challenges of Implementing the 5 Whys

• Time . The process can be time-consuming, as it requires a deep dive into the root cause of a problem. This can be difficult to do in a short amount of time, especially if the problem is complex.
• Resources . The right people, data, and tools available might be necessary for the method to be successful. Without the right resources, it can be difficult to discover the rights questions to ask.
• Communication . The 5 Whys process requires effective communication between team members to be successful - it is a collaborate method where participants build on each others input.
• Focus . The 5 Whys process requires focus and discipline to be successful. Without focus, it can be difficult to get to the root cause of a problem.

The 5 Whys technique is not a substitute for other problem-solving techniques, such as brainstorming or root cause analysis. It should be used in conjunction with other problem-solving techniques to ensure that the root cause of a problem is identified and addressed.

In the early 2000s, Toyota used the 5 Whys technique to identify the root cause of a problem with the accelerator pedal in some of its vehicles. By asking “why” five times, Toyota was able to identify that the problem was caused by a design flaw in the accelerator pedal.

Microsoft used the 5 Whys technique to identify the root cause of a problem with its Windows operating system. By asking “why” five times, Microsoft was able to identify that the problem was caused by a bug in the software code.

Amazon used the 5 Whys technique to identify the root cause of a problem with its online shopping website. By asking “why” five times, Amazon was able to identify that the problem was caused by a design flaw in the website’s user interface.

Apple used the 5 Whys technique to identify the root cause of a problem with its iPhone. By asking “why” five times, Apple was able to identify that the problem was caused by a hardware issue with the phone’s battery.

• What is the problem that needs to be solved?
• What is the root cause of the problem? Hint The root cause of the problem is the underlying cause of the issue.
• What are the potential causes of the problem? Hint The potential causes of the problem could be related to the environment, technology, processes, people, or other factors.
• What data or evidence do I have to support my hypothesis? Hint The data or evidence needed to support the hypothesis could include surveys, interviews, observations, or other forms of data collection.
• What are the potential solutions to the problem? Hint The potential solutions to the problem could include changes to the environment, technology, processes, people, or other factors.

You might also be interested in reading up on:

• Assumptions Collection
• Fishbone Diagram
• Starbursting
• Why-How Laddering
• John E. Sviokla @JohnSviokla
• John Cutler @johncutlefish
• Jared Spool @jmspool
• Jeff Gothelf @jboogie
• Eric Ries @ericries
• 14 Management Principles from the World's Greatest Manufacturer by Taiichi Ohno, The Toyota Way (2003)
• Value Stream Mapping to Create Value and Eliminate MUDA by John Shook, Learning to See (1999)
• The Story of Lean Production by Daniel T. Jones, The Machine That Changed the World (1990)
• Lean Production Simplified by James P. Womack, Daniel T. Jones, and Daniel Roos, The Machine That Changed the World (2005)
• How to Implement the Toyota Production System in Your Organization by Jeffrey K. Liker, The Toyota Way (2004)

Want to learn more?

Receive a hand picked list of the best reads on building products that matter every week. Curated by Anders Toxboe. Published every Tuesday.

No spam! Unsubscribe with a single click at any time.

Community events Product Loop

Product Loop provides an opportunity for Product professionals and their peers to exchange ideas and experiences about Product Design, Development and Management, Business Modelling, Metrics, User Experience and all the other things that get us excited.

• Become a mentee
• Become a mentor
• Product Management glossary
• User Experience glossary
• Product playbooks
• Product & UX video library
• Privacy Policy
• Terms and Conditions
• Code of Ethics

Made with in Copenhagen, Denmark

Want to learn more about about good product development, then browse our product playbooks .

5 Whys: Finding the Root Cause

When a problem presents itself, ask "Why?" five times until you reach the root cause.

• 5 Whys tool instructions, example, and template

The key to solving a problem is to first truly understand it. Often, our focus shifts too quickly from the problem to the solution, and we try to solve a problem before comprehending its root cause. What we think is the cause, however, is sometimes just another symptom.

One way to identify the root cause of a problem is to ask “Why?” five times. When a problem presents itself, ask “Why did this happen?” Then, don’t stop at the answer to this first question. Ask “Why?” again and again until you reach the root cause.

This technique is attributed to Taiichi Ohno, father of the Toyota Production System, which revolutionized automobile manufacturing with methods now known as Lean. It’s important to note that there may be multiple root causes of a problem, and that different people who see different parts of the system may answer the questions differently. For a more comprehensive tool, please see RCA 2 : Improving Root Cause Analyses and Actions to Prevent Harm .

*NOTE: Before filling out the templates, first save the PDF files to your computer. Then open and use that version of the tool. Otherwise, your changes will not be saved.

Ask "Why?" Five Times

Related Content

• Patient Safety Essentials Toolkit  

Download 5 Whys Tool

* Required fields

Related Resources

5 Whys is the practice of asking why repeatedly whenever a problem is encountered in order to get beyond the obvious symptoms to discover the root cause.

For instance, Taiichi Ohno gives this example about a machine that stopped working (Ohno 1988, p. 17):

• Why did the machine stop? There was an overload and the fuse blew.
• Why was there an overload? The bearing was not sufficiently lubricated.
• Why was it not lubricated? The lubrication pump was not pumping sufficiently.
• Why was it not pumping sufficiently? The shaft of the pump was worn and rattling.
• Why was the shaft worn out? There was no strainer attached and metal scraps got in.

Without repeatedly asking why, managers would simply replace the fuse or pump and the failure would recur. The specific number five is not the point. Rather it is to keep asking until the root cause is reached and eliminated.

5 Whys Illustrated

When to Use the 5 Whys

Management should use the 5 Why problem-solving method with Gap from Standard problems. This is problem-solving that focuses on:

• specific problem definition
• setting goals
• root cause analysis
• establishment of countermeasures
• checks, standards, and follow-up activities

The aim is to prevent the problem from recurring by eliminating its underlying causes.

In general, there are three types of root-cause analysis:

• One-variable-at-a-time (OVAT)
• Multivariate-at-a-time (MVAT)

No advanced math skills are required for logic-based analysis such as 5 Whys. However, the ability to think critically, especially in terms of inductive logic (broad generalization from specific observation), deductive logic (general premise to specific conclusion), and abductive logic (general observation to hypothesis), is necessary.

Art of Lean on Problem-Solving Video Series with Art Smalley

Take a deep dive into problem-solving in this eight-part video series by expert Art Smalley.

• Coaching Problem-Solving
• Lessons from NBA Coaches
• Lessons from Martial-Arts
• Military and Science Leadership
• Tuckman’s Model of Team Formation
• Team-Building Tools and Practices
• Dreyfus Model and Stages of Learning
• Toyota Coaching Practices

Additional Resources

• Gemba Coach: 5 Whys
• Approaching Problem-Solving More Effectively
• Change Your “Pet” Problem-Solving Method

See: Kaizen ; Plan, Do, Check, Act (PDCA)

Privacy Overview

• Case Studies

• Smart Factory Suite

Consists of Digital Whiteboard & Core Analytics

• Analytics Suite

Consists of Advanced Analytics and Manufacturing Intelligence

Consists of production and employee management

• Digital Andon
• Action Plan

• Rapid Deployment Services

Consists of installation, configuration and training

• Advisory Services

Consists of advisory services to fit unique needs

Shoplogix Partnerships

• Terms and Conditions

The Five Whys of Root Cause Analysis Explained

• May 22, 2024

The Five Whys technique peels back the layers of symptoms to uncover the root cause of problems, much like a detective solving a mystery. This analytical approach is simple yet powerful, making it accessible for teams across various industries to implement. 

Continue reading to discover how mastering the Five Whys can enhance your problem-solving skills and lead to more effective solutions in your organization.

What Are the Five Whys of Root Cause Analysis?

The Five Whys are a methodical approach used to explore the cause-and-effect relationships underlying a particular problem with the aim of uncovering its root cause. This technique involves asking the question “Why?” five times or as many times as necessary to peel back the layers of symptoms and reach the foundational issue. The essence of the Five Whys is in its simplicity and effectiveness in drilling down into the specifics of a problem, promoting a deeper understanding rather than settling for surface-level solutions.

Origins of the Five Whys Technique

The Five Whys technique traces its roots back to Sakichi Toyoda , a prominent Japanese industrialist, inventor, and the visionary behind Toyota Industries. Toyoda introduced this method in the 1930s as a way to drill down to the root of manufacturing issues. It gained widespread recognition in the 1970s and remains an integral part of Toyota’s problem-solving arsenal to this day.

At the heart of Toyota’s approach to decision-making is their “go and see” philosophy. This principle prioritizes first-hand observation and understanding of the actual conditions on the ground over theoretical discussions or assumptions made from afar.

Aligned with this philosophy, the 5 Whys technique proves most effective when those with direct, hands-on experience with the process or problem are the ones providing the answers. This approach ensures that solutions are informed by a deep and practical understanding of the issues, staying true to Toyota’s tradition of informed problem-solving.

Why Are the Five Whys so Important?

The Five Whys technique is incredibly useful for several reasons:

• It’s straightforward and easy to use : Anyone in an organization can use this method, regardless of their role or expertise. You don’t need any special tools or advanced statistical knowledge to get started.
• It helps you get to the bottom of things : Instead of just skimming the surface and fixing immediate issues, the Five Whys encourages you to dig deeper. This way, you’re not just looking at what’s going wrong but understanding why it’s happening in the first place.
• It stops you from jumping to conclusions : By asking “Why?” multiple times, it keeps you from making quick decisions based on the first answer you come up with. This means you’re less likely to go for a band-aid solution that doesn’t really solve the problem.
• It’s a great way to improve your problem-solving skills : The more you use the Five Whys, the better you get at analyzing and solving problems. It encourages a mindset of curiosity and continuous improvement, which is super valuable in today’s fast-changing world.
• It leads to better solutions : Once you truly understand the root cause of a problem, you can come up with solutions that prevent it from happening again. This can save a lot of time, effort, and resources in the long run, not to mention it can lead to happier customers and better products or services.

When Manufacturers Should Use This Method

Manufacturers should reach for the 5 Whys technique when tackling simple to moderate issues, especially where human factors or interactions play a role. It’s incredibly useful for digging into problems that might stem from human error. For more complex challenges, this method can still be a great starting point but often works best when paired with additional analytical tools. This blend allows for a comprehensive understanding and solution-building process that addresses all facets of an issue.

How Manufacturers Can Complete the Five Whys Root Cause Analysis

Completing the Five Whys Root Cause Analysis involves a straightforward yet impactful seven-step approach, designed to drill down to the heart of problems and devise effective solutions. Here’s a succinct guide on how manufacturers can implement this method:

• Form Your Team : Start by assembling a group of individuals familiar with the problem area and the process needing improvement. It’s beneficial to include a facilitator in this team to help maintain focus and guide the discussion towards identifying practical solutions.
• Clarify the Problem : Observe the issue as it occurs, if possible, to understand it fully. Engage with your team to discuss and agree on a concise statement that encapsulates the problem. Write this statement where it’s visible to all involved, ensuring there’s space around it for subsequent analysis.
• Initiate the Inquiry : With the problem clearly defined, kick off the questioning process by asking why the problem exists. Encourage answers based on factual occurrences rather than speculation. Document these initial responses close to the problem statement for easy reference.
• Deepen the Inquiry : Following the first response, ask “Why?” four more times, each time aiming to dig deeper based on the previous answer. This iterative process helps uncover layers that might not be immediately apparent.
• Recognize the Endpoint : The process naturally concludes when further questioning no longer yields useful insights. At this stage, the root cause should be evident, guiding you towards an actionable solution. If clarity still eludes you, consider integrating more detailed analytical methods to support the Five Whys.
• Tackle the Root Cause : With the root cause(s) identified, brainstorm and agree upon corrective actions that will prevent recurrence. These solutions should directly address the discovered root cause, aiming for a sustainable fix rather than a temporary patch.
• Monitor and Adjust : Keep a close watch on the effectiveness of the implemented solutions, ready to refine or revisit them if the problem persists. Monitoring outcomes is crucial; it ensures that the measures taken are genuinely resolving the issue and allows for ongoing adjustments as needed.

By following these steps, manufacturers can effectively use the Five Whys technique to solve problems at their source, improving processes and outcomes within their operations.

What You Should Do Next

Explore the shoplogix blog.

Now that you know more about the Five Whys, why not check out our other blog posts? It’s full of useful articles, professional advice, and updates on the latest trends that can help keep your operations up-to-date. Take a look and find out more about what’s happening in your industry. Read More

Request a Demo

Learn more about how our product, Smart Factory Suite, can drive productivity and overall equipment effectiveness (OEE) across your manufacturing floor. Schedule a meeting with a member of the Shoplogix team to learn more about our solutions and align them with your manufacturing data and technology needs. Request Demo

More Articles

Successful Root Cause Analysis: Detailed Explanation for Manufacturers

Every manufacturing process has its mysteries, but when something goes wrong, the answer often lies beneath the surface. Root cause analysis (RCA) is a systematic

7 Common Obstacles for Frontline Employee Engagement in Manufacturing

Frontline employees often form the backbone of the manufacturing sector, yet they face unique challenges that can hinder their engagement and productivity. Understanding these obstacles

Careers in Manufacturing: Winning the “War for Talent” with a Smart Factory Approach

The “war for talent” is raging. Manufacturers are facing a massive labor shortage as they struggle to recruit and retain skilled workers following the pandemic.

How a Kamishibai Board Works in Manufacturing

Efficiency and clear communication are indispensable on the manufacturing floor, where every detail counts. The Kamishibai board enhances both aspects with remarkable effectiveness. Explore how

• 2115 South Service Road West Oakville, ON L6L 5W2
• NORTH AMERICA +1 905 469 9994
• EUROPE +353 86 349 5638
• LATIN AMERICA +52 55 5596 6060

Copyright © 2023 Shoplogix. All Rights Reserved.

• Español ( Spanish )

An official website of the United States government

Here’s how you know

The .gov means it’s official. Federal government websites often end in .gov or .mil. Before sharing sensitive information, make sure you’re on a federal government site.

The site is secure. The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely.

Build a greater understanding of your problem and the people it impacts.

An iterative process for identifying the root cause of a problem by posing the question “Why?” at least five times to help separate symptoms from causes.

To identify the root cause(s) of an issue or problem.

How to do it

Select a particular issue or problem from your user research to investigate further. This could be the most commonly occurring problem or a problem that has been prioritized by the team. Ask why the problem occurred and write down an answer. Repeat this process another four times, building off of the previous response each time to drill down to a root cause. As you probe, make sure you remain sensistive to the emotional response of the interviewee. Sometimes asking why multiple times can cause the interviewee to feel frustrated or defensive if they don’t feel as if they are being heard. See example below:

Starting problem: “We didn’t meet our goal for public feedback during the open comment period.”

• Why? “Not enough people submitted comments.”
• Why? “Not enough people made it to the comment submission form.”
• Why? “The comment submission form was hard to find.”
• Why? “The link to the comment submission form was buried on the page.”
• Why? “We didn’t formulate and publish a call to action to submit comments.”

After getting to a root cause, frame or reframe your problem solving approach to address it (e.g., “how might we create a call to action for comment submission?”).

Note: You may ask “why” more or less than five times during this process. The purpose of this exercise is to help identify what is the root cause. Ask “why” as many times as needed to get to what you think the root cause is, while keeping the mental cost of the interviewee in mind.

Considerations for use in government

No PRA implications. No information is collected from members of the public.

18F Methods

An official website of the GSA’s Technology Transformation Services

Salesforce is closed for new business in your area.