Jana asks why 5 times

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The '5 whys' technique for analysing the root cause of a problem is a very simple one, and easy to apply. By establishing a good answer to the question 'why', we can unwrap another layer of cause by asking why again. This Sticky Story is a demonstration of 5 whys to look into a process issue in a service centre. Useful for introductions to the 5 whys and other problem analysis techniques.

Suggested Talking Points

  • In this scenario, what remedial actions might be useful to address the issue, that weren't obvious after asking 'why' only once or twice?
  • What are the strengths and weaknesses of this simple approach to diagnosing problems?
  • Can you think of problems in your workplace where you could apply the 5 whys technique?

1 min 57 sec