When it comes to solving problems in IT, it’s not enough to just fix the symptoms. To truly improve processes and prevent issues from recurring, you need to get to the root cause of the problem. One of the most effective tools for this is the 5 Whys technique. This simple yet powerful method helps teams dig deeper to find the underlying cause of an issue.

In this blog post, we’ll explore how to use the 5 Whys technique with practical examples and step-by-step guidance. By the end, you’ll be equipped to tackle problems more effectively and drive continuous improvement in your team.

What Is the 5 Whys Technique?

The 5 Whys technique is a problem-solving tool developed by Toyota as part of Lean Manufacturing practices. It involves asking “Why?” five times (or as many times as needed) to explore the cause-and-effect relationships underlying a particular problem.

Why 5 Whys? The idea is that five iterations are generally enough to uncover the root cause of most problems. However, you might find you need to ask more or fewer questions depending on the complexity of the issue.

How to Use the 5 Whys Technique: A Step-by-Step Guide

Step 1: Identify the Problem

Start by clearly defining the problem you are experiencing. Make sure it’s specific and actionable.

Example Problem: The application crashed during a critical user test.

Step 2: Ask “Why?”

Ask why the problem occurred and write down the answer. This answer becomes the basis for the next “Why?” question.

1st Why: Why did the application crash during the test? Answer: The application crashed because there was an unhandled exception error.

Step 3: Continue Asking “Why?”

Repeat the process for each answer to drill down deeper into the problem.

2nd Why: Why was there an unhandled exception error? Answer: The exception was caused by a missing validation for user input.

3rd Why: Why was there a missing validation for user input? Answer: The validation rules for the user input were not included in the requirements.

4th Why: Why were the validation rules missing from the requirements? Answer: The requirements document was incomplete and did not cover all necessary validation scenarios.

5th Why: Why was the requirements document incomplete? Answer: The requirements were collected from stakeholders without a thorough review and validation process.

Step 4: Identify the Root Cause

By asking “Why?” multiple times, you can trace the problem back to its origin. In this case, the root cause is a lack of a thorough review and validation process for the requirements.

Step 5: Develop and Implement a Solution

Once you have identified the root cause, develop a plan to address it and prevent the problem from recurring.

Solution: Implement a more rigorous requirements gathering and validation process to ensure all scenarios are covered and reviewed with stakeholders.

Practical Example: Addressing a Slow Website Issue

Let’s dive into another example where we use the 5 Whys technique to solve a different problem: a slow website.

Problem: The website is loading very slowly.

1st Why: Why is the website loading slowly? Answer: The website takes too long to retrieve data from the database.

2nd Why: Why does it take too long to retrieve data from the database? Answer: The database queries are running slowly.

3rd Why: Why are the database queries running slowly? Answer: The queries are not optimized and are causing performance issues.

4th Why: Why are the queries not optimized? Answer: There was no performance testing done on the queries.

5th Why: Why was there no performance testing done on the queries? Answer: The development process did not include performance testing as a standard practice.

Root Cause: The root cause is the absence of performance testing in the development process.

Solution: Integrate performance testing into the development lifecycle and set up regular reviews to ensure database queries are optimized.

Tips for Effective Use of the 5 Whys Technique

1. Involve the Right People: Ensure that you have the relevant team members involved who have direct knowledge of the problem and the processes involved.
2. Be Specific: Focus on specific issues rather than general complaints. This will help you dig deeper into the root causes.
3. Be Persistent: Don’t stop at the first answer. Keep asking “Why?” until you reach a deeper understanding of the problem.
4. Document Everything: Keep track of each question and answer to ensure clarity and to help with future reference.

When to Use the 5 Whys Technique

• During Retrospectives: To identify and resolve issues from previous sprints.
• In Incident Analysis: To find the root cause of technical problems or outages.
• For Process Improvement: To improve workflows and eliminate inefficiencies.

Conclusion

The 5 Whys technique is a powerful tool for uncovering the root causes of problems in IT and software development. By systematically asking “Why?” and exploring the answers, you can identify underlying issues and develop effective solutions. Use this technique during retrospectives, incident analysis, and process improvement efforts to drive continuous improvement and deliver better outcomes for your team and your customers.

Start practicing the 5 Whys technique today, and watch how it transforms the way you approach problem-solving!