Curiosity Toolkit: 5 Whys...

What is it?

5 Whys helps you dig beneath the surface of a problem by asking “Why?” repeatedly - usually around five times. Each answer takes you a step closer to the root cause, which is where meaningful change can happen.

Why it matters

Most fixes target symptoms, not causes. By going deeper, you avoid repeating the same mistakes and create solutions that last.

When to use it

• Recurring faults or complaints

• Quality or service issues

• Problems that never seem to stay fixed

How to do it

1. State the problem clearly. Be specific: what happened, where, and to whom?

2. Ask the first “Why?” Use facts, not guesses.

3. Record the answer. Then ask “Why?” again based on that answer.

4. Repeat up to five times. Stop when you reach a cause that is specific, testable, and within your control.

5. Check that the identified cause truly explains the issue.

6. Focus on changes to process, tools, environment, or training.

7. Capture learning. Write down the chain of whys and share it with the team.

   
   

Quick tip

If an answer blames a person, rewrite it as a process, condition, or missing support. The goal is to fix the system, not the individual.