5 Whys Explained: Find the Root Cause of Any Problem in 5 Steps

Unearthing the root cause of a complex problem is like peeling back the layers of an onion: you have to be smart and patient enough to go beyond the symptoms or surface-level causes. Whether you’re trying to figure out why a website was down for a whole day or why you failed to deliver a project on time, the 5 Whys is a great way of drilling deeper into any problem.

The 5 Whys is a popular investigative method to get to the source of a problem quickly and easily. It is based on the idea that by asking why a certain issue occurred again and again (usually five times), you can map out the exact cause-and-effect relationship that leads to a particular problem. The end goal, of course, is to come up with a corrective action plan that helps you prevent the problem from happening again. Thanks to its simple & versatile nature, this technique is used by teams across sectors and industries, including technology, healthcare, and finance.

In today’s post, we share a step-by-step guide to help you uncover hidden problems (root causes) that might not be immediately apparent. We use real-life examples for a more practical understanding of how you can use this simple but powerful technique to solve any problem. And free templates to help you perform or visualize the 5 Whys technique.

A 6-Step Guide to Using the 5 Whys Technique

Step 1: Collect input from team members

As a team lead, your first step is to get the right people on board. In particular, you want to create a team that knows the problem in and out. Insights from people who have hands-on experience of the problem will help you determine the right questions to ask. 

At this stage, avoid blaming any specific individual and don’t jump to conclusions; instead, focus on getting as much relevant input from your team as possible to help you understand the multiple dimensions or potential sources of the problem at hand. 

Step 2: Frame the problem

Based on the facts as well as insights provided by relevant team members, you will now define the problem you are trying to solve in clear and concise language. It’s important to frame the problem in a way that is specific, measurable, and observable, for instance, ‘Customers are returning defective products’.

Step 3: Ask why & repeat this process

This is the most essential step of your investigation. Ask the first why and repeat the process five times so that each answer forms the basis of your next question. That said, there is no hard and fast rule as to how many times you must ask why. As a rule of thumb, you should keep going until you identify the root cause of the problem or until your answers make no more logical sense. 

Remember, each question you ask must be based on facts, driven by data, and related to the issue at hand. You should also be careful not to confuse surface-level symptoms with the actual root cause. In other words, you’ll know you’ve hit the root cause when your ‘Whys’ no longer yield meaningful responses. 

Let’s say you own a clothing store, but sales were at an all-time low last month. Now, you might immediately think that low sales during the past month is the main cause of the problem. Only to realise that it’s just a surface-level symptom of an issue that runs much deeper. For example, using the 5 Whys, you might learn that the real problem isn’t just “low sales,” but an underlying issue with how the inventory was managed.

Step 4: Come up with a solution or ‘countermeasure’

This is when you turn your findings into tangible action. Once you have identified and analyzed the root cause, it’s time to brainstorm and discuss potential solutions with your team. Think about how you can nip the problem in the bud and prevent it from recurring.

Step 5: Implement the solution and review periodically

Once you have identified the right solution to the problem, it’s time to act! Implement the solution on time and observe its effects. To know if a solution is truly effective, you need to test it out. A periodic review led by experts can help you figure out if a solution needs to be modified in any critical way or replaced altogether with an alternative solution. Repeat the test until you’re satisfied that you have found the right solution to your problem.

5 Whys Exemplified

The 5 Whys technique is a highly versatile method of solving problems. Not surprisingly then, it has been used and applied across a wide and varied range of industries; from manufacturing and software development to retail, healthcare and construction.

Here’s an example of the 5 Whys technique to solve a problem in the manufacturing industry:

1. Why did the machine stop? The fuse blew.
2. Why did the fuse blow? The motor was overloaded.
3. Why was the motor overloaded? The bearings in the motor were worn out.
4. Why were the bearings worn out? The motor wasn’t properly lubricated.
5. Why wasn’t the motor properly lubricated? The lubrication system wasn’t maintained according to the schedule.

Free Templates

Whether you are teaching students problem-solving skills in a classroom or relaying ground problems to a senior executive during a work presentation, our templates can help you uncover hidden problems that might not be immediately apparent or question existing processes and systems, thus leading to continuous improvement in your internal operations.

Our team of professional graphic designers has created a comprehensive library of editable templates to help you visualize this technique with dozens of attractive design options, layouts and color schemes to choose from. These templates can be accessed free of cost, downloaded directly to your device, and customized to the specific problem you are trying to solve.