To Find the Problem Ask Why 5 Times

The first step in problem solving is defining the problem.  While that sounds like a simple task, we often erroneously name a symptom as the root cause.

The Root Cause Analysis technique I use most often is the “5 Whys“ (also known as the “why behind the why”).

Let me use an example from the book “Now You’re Thinking” to explain how this works (taken from Chapter 4):

Why #1: Why is the payment for your credit card bill late?  (Answer: The bill is late because I didn’t receive a paper bill in the mail.)
Why #2: Why didn’t you receive a paper bill?  (Answer: I wanted to cut down on physical mail and I signed up for online billing….but then I forgot about it)

Why #3: Why didn’t you receive an online bill?  (Answer: Now I remember, I did receive an online bill, but I thought that I had set up auto payments.)

Why #4: Why didn’t the auto payments work?  (Answer: They didn’t work because it turns out that the debit card information was incorrect.)

Why #5: Why was the debit card information incorrect?  (Answer: A new debit card had been sent to me with a new expiration
date and I forgot to update the account.)

As you can see, in this example we got one step closer to the main issue with each question.  Now, you might need to ask why several more times for a complex situation, but typically the “5 whys” get you very close to the root cause.  The key to this technique is to avoid assumptions and look for cause-and-effect.

I’ve applied this technique to so many business and life issues and am often surprised when I uncover the true source of the problem.

What is your favorite problem solving technique?

Editor’s Note: Breanne Harris is the Solutions Architect for Pearson TalentLens.  She works with customers to design selection and development plans that incorporate critical thinking assessments and training.  She has a Master’s degree in Organizational Psychology and has experience in recruiting, training, and HR consulting.  She is the chief blogger for Critical Thinkers and occasionally posts at ThinkWatson.  Connect with her on LinkedIn and Twitter for more of her thoughts.