How the 5 Whys Can Drive Deeper Problem-Solving and Better Results

“I have no special talent. I am only passionately curious.” — Albert Einstein

Curiosity is the fuel for discovery. Every challenge you face is an opportunity to ask better questions, dig deeper, and uncover hidden insights. The 5 Whys technique is a simple but engaging approach to problem-solving that sparks curiosity at every turn. By asking “Why?” repeatedly, you can move past surface-level fixes and get to the root of the issue. It’s more than just a method; it’s a mindset that transforms how you approach obstacles. The more curious you are, the more solutions reveal themselves.

What is the 5 Whys technique?

As with many other problem-solving processes, the basis for this one came from the car industry, specifically Toyota. Or, at least, the founder of Toyota. Its origins date back to the 1930s and really found its stride in the 70s along with many other Toyota productivity enhancements. The philosophy was, “go and see”. Simple. Right? Instead of making guesses about what might be happening on the shop floor, leaders were encouraged to go find out what was really happening. Decision-making was based on observation, and in-depth understanding of the realities they were seeing.

The 5 Whys technique follows that spirit. Ask “why” questions to dig down deeper to understand what is really happening. Learn from those at the frontline, or at least those closest to the actual work. This model works for problem-solving, quality improvement, and results-oriented insights.

For retail leaders, this thought process is tailor-made for effective location visits with your team. For store leaders, it is a great way to learn from, as well as, develop your second level leaders and even associates that are engaging with customers or the tasks each day. Helping them identify ways they can do their job more effectively or productively not only makes them feel better about the work they are doing, but provides a benefit to the business as a whole.

Using the 5 Whys technique

In some respects, it is as easy as asking “why" at least five times. That may sound repetitive and unnecessary, but I think you may find that the more you ask, the more you learn. Asking "Why?" sounds simple, but answering it requires serious thought. Search for answers that are grounded in fact: they must be accounts of things that have actually happened, not guesses at what might have happened. You do not what this approach to end up as a deducted guess or even a series of answers that try to brush you off. Your thoughtfulness in crafting your question becomes a critical element of the effective outcome of this technique.

Curiosity must be at the heart of your search for root cause issues. Heart is the key word here. Curiosity can quickly feel like an interrogation if you are not approaching it from the right perspective. Your motivation to find the resolution needs to be driven by the betterment of your team, not simply to seek answers and get different results. If you lead from the heart on this approach, you will find the answers that you and those you lead are looking for.

Risks

Asking “why” five times can quickly seem like a two-year old with an unquenchable desire for answers. You want to avoid falling into that mode. As mentioned above, leading from the heart will position you to steer clear of asking questions for the sake of asking questions.

Avoid making assumptions before asking your questions. True curiosity comes with no predisposed conclusions. Asking questions to get to the answer you want will not end with the results you are looking for. It is likely in that case you will not solve the root issue, and you will have a frustrated team left behind.

While the approach uses 5 whys as its basis, there is no rule around how many questions you ask. You may identify the true issue faster than five asks, or it may take more. I have had situations where after two or three questions we had clearly defined the issue. Those may be very simple situations. In others, the discussion may be wide-reaching and go beyond just asking a few questions.

There is also an element of situational leadership that must be applied to your approach. Understand where the person you are speaking with is in their understanding. How you approach a newer team member working on the sales floor will be very different from how you explore with a seasoned veteran store leader.

One final consideration

The 5 Whys approach is best used for simple to moderate issues and can be used with individual discussions or group sessions. This is an excellent way to help facilitate an innovation session or idea generation session to solve a more global problem. Bigger, more complex issues likely will be benefit as much from this technique. Those require looking at different areas of the business and may involve multiple causes and effects. So, choose wisely when deciding the best way to approach the situation you face.

There is never a single best way to handle problem-solving. The 5 Whys technique is meant as another option in your toolbox for addressing issues you are likely to face in your leadership role. Approaching the situation with a curious mind, and a framework to help guide you, can be highly beneficial in engaging the frontline team. It will also lead to a deeper understanding of the realities they face and components that are leading to the outcomes you currently see, and seek to change.

How can you employ the 5 Whys technique in your role to help find better solutions in the future?

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