TODAY’S IDEA:
To get to the root cause of a problem, ask WHY five times.
I’ve read this idea in many books, and it’s brilliant! I believe it first started in the manufacturing plants of Toyota in Japan, and it soon spread widely, because it can be applied to virtually any situation, any industry, and even to personal issues where we need to get to the bottom of something.
The idea is as follows: to get to the root cause of a problem you need to ask why (an average) of five times to uncover the issue. For example, let me share a case with which I was familiar:
Problem: It seemed that an outreach campaign for a gym was not working: people were not going into the gym to use the equipment that was being promoted.
Why #1: Why are people not coming into the gym to use the equipment that is being promoted?
Answer: Because people don’t understand how to use it on their own.
Why #2: Why don’t people understand how to use the equipment on their own?
Answer: Because it’s a very particular kind of equipment that requires guidance at first to learn how to use it.
Why #3: Why don’t we offer the guidance that people need at first to use the equipment?
Answer: As a matter fact the gym offers appointments for people to come in and have their questions about the equipment answered.
Why #4: Why aren’t more people requesting to make an appointment to come in?
Answer: People do make requests to set up an appointment, but they are being turned down because trainers don’t have the time.
Why #5: Why don’t trainers have the time?
Answer: Because management never checked with them or their schedules before creating the campaign and simply expected trainers to handle the additional flow.
As you can see, it’s like peeling layers of an onion to get to the core issue. Now we see that the campaign is indeed working because people are requesting appointments to come in, but the gym—at its current staff levels—is not being able to handle the new-client inflow. It’s now up to the gym’s management to figure out the best way to solve this based on the information uncovered. Good thing we asked five times, we wouldn’t have known all this had we stopped at the first why!
This is a very simple but truly great method to get to the bottom of things. If you need more than five, keep asking why until you get to the core of the problem, that’s the only way in which you’ll find out what it is. Then you can move on to solve it, which is the best part!
ACTION:
Share this method today with your colleagues, clients and loved ones. Try testing it out on simple things and you’ll see how rewarding it is to solve some of those mysteries. Think about a problem that you faced in the past and mentally apply this method to see how you would have arrived to the bottom of it. Next time you need to solve an issue where the root cause is not clear, remember to use the five whys; and when you do, please let me know in the comments, I’d love to hear how it worked out for you!