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Early this year, I learned about the Five Whys technique while reading Lean Startup by Eric Ries. This is what a child usually asks over and over, driving their parents crazy. The technique was originally developed by Sakichi Toyoda and was used within the Toyota Motor Corporation during the evolution of its manufacturing methodologies. Six Sigma strategies seek to improve the quality of the output of a process by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes.
I was fascinated by some of the concepts he mentions, and I feel I’m a better Product Manager after reading this book. You might be asking, how should I use this technique? The architect of the Toyota Production System, Taiichi Ohno (the father of Kanban, check here and here ❤), described the 5 Whys method as “the basis of Toyota’s scientific approach by repeating why five times to find the nature of the problem, as well as its solution, becomes clear.” The tool has seen widespread use beyond Toyota and is now used within Kaizen, lean manufacturing, and Six Sigma as a phase of the Six Sigma, which is part of the Define, Measure, Analyze, Improve, Control methodology — DMAIC.“Six Sigma (6σ) is a set of techniques and tools for process improvement introduced by engineer K. It uses a set of quality management methods, mainly empirical, statistical methods, and creates a special infrastructure of people within the organization who are experts in these methods” — Wikipedia.
It is much quicker to develop a new UX research process to make sure the team is going to come up with validated insights instead of building something the user doesn’t want.
The goal of the Five Whys is to help the team see that the consequences of chronic problems within the organization are caused by bad processes, not bad people, and how to solve them.