The five whys

1
The five whys

• What is it?
• A tool to help uncover the root cause or real
  reason for the issue
• It is a variation of the approach used in
  fishbone analysis
• When would you use it?
• When you have identified an issue and want to
  deepen your understanding of it and its
  underlying causes
• It avoids group moving into fix it mode and
  addressing the symptoms of an issue without
  understanding the root causes

2
Process of five whys

• The best approach is to attach a large price of
  paper to a wall and have the group gather round
  it. The facilitator captures the emerging picture
  on the paper, moving right to left

• Clearly define the issue to be tackled and write
  it on the left side of the paper
• Complete the diagram by moving from left to
  right. Move from the problem/issue statement by
  asking the question why?
• Ask the group why? and capture the responses
• For each response, again ask the question why?.
  Continue to record responses and move across to
  the right of the diagram. Try to go to five
  levels of why?
• At the end of the analysis it is often helpful to
  circle the most significant insights that have
  been gained

3
Five whys hints and tips

• Phrasing of questions is crucial it should be
  statement rather than a question, i.e. it must
  lend itself to why? questions
• At each level the group may choose not to pursue
  all reasons to the next level it is usually
  beneficial to focus on two or three
• It is useful to start answering the question why
  as broadly as possible to avoid reaching dead
  ends quickly
• There needs to be a shared agreement when a root
  cause is established. It may take fewer than five
  whys to reach this point, but it is usually
  beneficial to progress each line of questioning
  as deeply as possible
• Ensure that a sufficient number of people are
  involved between 6 and 10 is optimal

4
Five whys example
Teachers are 70
Costs too high
Low number of TAs
Premises staff costs 3.5
5 year routine maintenance plan undercosted.
Beacon school funding not renewed
Income heavily reliant on LEA formula.
Income too low
LEA uses January PLASC for Fair Funding formula.
New Council sports centre opened locally
Schools facilities are underused
School not used for external events.
5
Fishbone analysis

• What it is?
• The fishbone diagram is used to identify and list
  all the possible causes of the problem at hand
• This is primarily a group problem analysis
  technique, but can be used by individuals as well
• The process is called fishbone analysis because
  of the way in which the information gathered is
  arranged visually like the skeleton of a fish
• When would you use it?
• To identify root causes of issues and problem
  areas
• It helps to show the relationship between the
  causes and their relative importance
• Are there any rules?
• Brainstorming works very well in conjunction with
  this tool and all the rules that
  apply to brainstorming apply here

6
Fishbone analysis - framework
Level 1 cause
Level 1 cause
Level 1 cause
Level 2 cause
Level 2 cause
Level 2 cause
Level 2 cause
Issue
Level 2 cause
Level 2 cause
Level 2 cause
Level 2 cause
Level 1 cause
Level 1 cause
Level 1 cause
7
Fishbone analysis process

• Write down the problem on the right side of
  flipchart paper
• Draw a straight line to the left (like the
  backbone of a fish)
• Draw stems at 45 angle to the backbone line. At
  the end of each of these stems list all of the
  causes of the problem or issue that can be
  brainstormed
• Place branches on each stem for further
  breakdowns of each cause
• When the diagram is completed, begin to analyse
  the stems and branches to identify the real
  problems or issues that need to be solved

8
Fishbone analysis - example
Agenda starts from school s perspective, not
childrens
Friends/family not invited
Parents concerns not addressed
Dont respond to communications from school
Agenda limited to educational issues
Impersonal invitations from a stranger
Etc ...
Issue Parents not engaged
Learning seen as separate from everyday life
Think that school will tell not listen
Usually asked to come to school when there is
trouble
Negative experiences as children
Parents dont have a positive view of schools
Dont come to meetings at school