5 Whys: Getting to the Root of the Problem

Problems are like icebergs—what you see on the surface is only a small part of the story. The real issues lie beneath, hidden from view, waiting to cause trouble again if you don’t dig deep enough. 

That’s where the 5 Whys technique comes in. It’s a simple, powerful tool that helps you drill down to the root cause of any problem, so you can fix it for good.

Let’s talk about how you can use it.

Why I Use the 5 Whys in Leadership Training

Let me share something I’ve learned over the years while designing leadership training programs. It’s pretty common for managers to come to me asking for training—maybe their team’s motivation is low, productivity is down, or performance isn’t where it should be. 

They often think the answer is more leadership training.

Not all problems in these areas stem from a lack of leadership. And even if leadership is part of the problem, it’s usually just a symptom, not the root cause.

This is where the 5 Whys technique comes into play.

When I work with a team, I start by using the 5 Whys to dig deeper into the issue they’re facing. The goal is to uncover the real, underlying problem before jumping into any training.

I’ve found that many so-called “customized” leadership programs only change the surface—tweaking a module here or adding a case study there. 

But those tweaks don’t get to the heart of what’s really going on.

With the 5 Whys, I can zero in on the root cause of the problem. Maybe the issue isn’t leadership at all. It could be a communication breakdown, unclear expectations, or a misalignment of goals.

Whatever it is, once I’ve identified the root cause, that’s where the real customization begins. I design the training to address the actual problem, not just the symptoms.

By using the 5 Whys, I ensure that the training I deliver is truly effective—because it’s based on a deep understanding of what needs to change. 

This approach doesn’t just put a band-aid on the problem; it helps solve it from the inside out.

Why the 5 Whys Matter

First, let’s get clear on why you’d want to use the 5 Whys in the first place. Here’s why it’s worth your time:

1. It’s Simple: You don’t need fancy tools, just your brain and a willingness to ask “Why?” five times.
2. It Saves Time: Instead of putting out the same fire over and over, you get to the bottom of it once and for all.
3. It Brings Clarity: You and your team understand what’s really going on, not just what’s on the surface.
4. It Prevents Recurrence: Solve the root cause, and the problem doesn’t come back to haunt you.
5. It Encourages Teamwork: Asking “Why?” together gets everyone on the same page and invested in the solution.

The 5 Whys in Action

Here’s how you do it:

1. Define the Problem

Start by clearly stating the problem. Don’t overcomplicate this—just say what’s wrong. For example:

• Problem: The project is behind schedule.

2. Ask “Why?” (Again and Again)

Now, start asking “Why?” and keep going until you hit the root cause. Usually, it takes about five rounds.

1. Why is the project behind schedule?
   • The team missed a key deadline.
2. Why did the team miss the deadline?
   • Tasks weren’t completed on time.
3. Why weren’t tasks completed on time?
   • There was confusion about who was responsible for what.
4. Why was there confusion about responsibilities?
   • Roles weren’t clearly defined from the start.
5. Why weren’t roles clearly defined?
   • There wasn’t enough time spent on planning.

Boom. You’ve got your root cause: inadequate planning.

3. Take Action

Now that you know what’s really causing the problem, it’s time to do something about it. In this case, the solution might look like:

• Spend more time on project planning.
• Clearly define roles and responsibilities at the outset.
• Hold regular check-ins to keep everyone aligned.

4. Keep an Eye on Things

Once you’ve taken action, don’t just walk away. Keep an eye on the situation to make sure your solution is working. If the problem starts to pop up again, it might mean you need to ask “Why?” a few more times.

Real-Life Example: Fixing Slow Customer Service

Let’s say customers are complaining that your company’s response times are too slow. 

Here’s how you could use the 5 Whys to figure out what’s really going on:

1. Why are customers unhappy with response times?
   • Customer service reps are taking too long to reply.
2. Why are reps taking too long?
   • They’re overwhelmed with too many inquiries.
3. Why are there so many inquiries?
   • A lot of customers are asking the same questions.
4. Why are customers asking the same questions?
   • The information they need isn’t easy to find on the website.
5. Why isn’t the information easy to find?
   • The FAQ section is outdated.

Root Cause: The FAQ section is outdated.

Solution: Update the FAQ section with clear, up-to-date information.

The 5 Whys technique is like peeling an onion. Each layer brings you closer to the heart of the problem. By the time you get to the root, you’re in a position to solve it once and for all.

This guide is your go-to tool for tackling issues head-on in the workplace. Download it, keep it handy, and the next time a problem comes up, start asking “Why?”

This approach makes sure you’re not just putting a band-aid on a problem, but actually healing the wound. Simple, effective, and something you can start using today.