Gyan Kendra

5 Why’s is a simple tool for determining the root cause of a problem. It is a method of asking “Why” till the root cause is reached.
Very often, 5 iterations of asking why is sufficient to determine the root cause and hence the name “5 Why’s” however it is not mandatory. Determining the root cause may take less or more than 5 iterations of why.

Example:-

Problem Statement: - What is the problem?
Large numbers of products are being returned by customers.

Affected Area: - What are the areas affected?  (Quality, Production, Cost, TAT, Quality

Deliverable: - What was the deliverable which was not done or not met?
Products shipped should be used and not returned by customers.

Why? (Why large numbers of products are being returned by customers?)
Products are being returned due to dents on them

Why? (Why are products with dents shipped to customers?)    
All products undergo Quality Check before shipping. The damage takes place during shipping.

Why? (Why are the products damaged during shipment?)
Because the products are not packed to the packaging specification to prevent damages.

Why? (Why are the products not packed as per the packaging specification?)
Because the shipping team does not have the packaging specification.

Why? (Why doesn’t the shipping team have the packaging specification?)
Because it not a part of the standard operating procedure (SOP) shipping products.

Cause:-
Lack of completed and updated SOPs resulting in customer’s returning of a product.

Corrective Action: - (What are the actions to correct the problem and eliminate recurrence? Who will own the actions? and when will they be completed?)

Update the SOP with the packaging specifications and train the shipping team on it.
Mr. XYZ, mm/dd/yyyy.

Preventative Action:- (Reapplication of the solution across all departments within the organization, who will own them? And when will they be completed?).

Update the SOPs with packaging specification for all products being shipped (internally or externally) across departments, locations, offices etc within the organizations.
Mr. XYZ, mm/dd/yyyy.

Click here downlaod Why Why Analysis template