Twice the number of 5-Whys and Infinitely Better

 We are working with a large global manufacturing client to improve the critical thinking skills of managers and workers.  The company has used the 5-Whys method for years but has found it is not very useful in identifying the cause of a problem.  That is why they are now using ASG’s Problem Solving – Root Cause Analysis process to identify the cause of the problem and implement the fix without costly trial and error.  Here are some of the lessons you can apply to problems in your company.

Do you have a problem?

You have to know how the process, machine, equipment, application or product is supposed to run. Knowing the expected standard of performance will allow you to determine if you have a problem or not. Good troubleshooters know what’s going on.  They know their equipment: Should it run hot or cold? Should it vibrate?  What sound should it make?.  They know how a product is supposed to perform for a customer’s application.  It sounds simple, but how often have you tried to find the cause of problem that really wasn't a problem?

The game’s afoot, Watson! 

Sherlock Holmes said, “It is capital mistake to theorize before you have all the evidence. It affects your judgment.”   Problems happen and we usually see the effects or the problem symptoms.  What we need is more “evidence” and a structured way to get that information.  The troubleshooting questions below help isolate the problem symptoms and the problem facts before corrective action is planned and taken. 

The “ASG Top 10 List.” 

Ask these questions to jumpstart your troubleshooting process.

1. What piece of equipment, machine, process, product or customer is experiencing trouble?  Name it.
2. What is the problem you see or that has been reported to you?  Name it, too.
3. Where is the problem occurring?  Name the actual physical location.
4. Where do you see the problem (on or in) the equipment, machine, process, product or application?  Locate as precisely as you can.
5. What time did the problem start, or, when was the first time you saw the problem, and then, how many times after that first time has it happened?  Timing is everything is problem solving.
6. Have you ever had this same problem before?  Is so, how many times have you had to fix it, and when?
7. What was happening when the problem occurred?  Was it during normal operations, start-up, shut-down, first customer use, etc.?  Specify what was going on.
8. How many identical or similar pieces of equipment, machines, processes, or products have this same problem?  How widespread is this problem?
9. How many total problems or defects are you seeing?
10. What is the trend?  Is this problem getting better, getting worse or staying the same, and at what measure – e.g. units per hour; the number of defects; the number or customer complaints; etc.?  And, is the severity of the problem getting worse, getting better or staying the same?