How to
Get to the Root Cause of Any Problem
By Asking Why 5 Times
by Myra Golden
A decade or so ago I discovered a
problem-solving technique that makes me look like a
"rock-star" with my clients. The technique is so
simple a 4-year old can do it; it always works, and it never
ceases to amaze.
The technique is known as the 5 Why
Technique and it was popularized by Toyota
Production System in the 70's and all you do is ask the
question "why?" five times.
Here's how
you use the 5 Why Technique.
Take a
problem, any problem, and ask why? Here's an example:
1.
Why do our agents perceive the quality monitoring process to
be unfair? Because not every supervisor counts off or awards points for the same things.
2.
Why don't all supervisors award points consistently? Because
the dimensions on our monitoring form are largely subjective
and open to interpretation.
3.
Why are the dimension viewed as "open to
interpretation"? Because we've never taken the
time to develop deliverables or specifics for each
dimension.
4.
Why haven't we taken the time to clearly define dimensions for
our monitoring form/program? Because we were in a
hurry to get a monitoring program in place and did not
properly design and define all program components.
5.
Why were we in a hurry to get the monitoring program in place?
Customer satisfaction surveys revealed an immediate
need to improve service and we thought a formal monitoring
program would give us better service results. Clearly we need to take
the time re-think and re-design our monitoring program,
including training our supervisors and clarifying dimensions, so that
it is fair and consistent, then and only then can we improve
customer service.
The root
cause of the problem of agents seeing the monitoring program
as unfair is that the program was quickly thrown together. It
really needs to be reviewed and re-designed in order to meet
any objectives.
Isn't that simple? The
beauty of the 5-why technique is you get the synergy of a
group working and the group remains fiercely focused on the
problem at hand. When I use this technique with clients, my
job is really easy. All I have to do is ask the five simple
"why" questions and
write the answers down. The group collectively ALWAYS
discovers the root cause right there on the spot...which is
why I always end up looking like a rock star!
The next time you're
trying to get to the root cause of a problem, give the 5 Why
Technique a try. You'll focus your intentions and move quickly
toward the root cause of the problem.
Announcing:
New E-Course with Myra Golden...
How
to Design (or refine) a Quality Monitoring Program You Can Be
Proud of
If
you’re looking for the perfect trainer for keynote speaker
to help motivate your employees to create loyal customers,
you need to give me a call at 866-873-8419 or visit my
website at http://www.MyraGolden.Com.
Video
of the Week: Customer Dis-Service
Since 1999 Myra Golden
has helped organizations improve customer service,
productivity and performance. Myra’s clients include
corporate giants such as McDonald’s, Coca-Cola, Frito-Lay,
and Procter & Gamble, major nonprofits such as the
American Medical Association, the Society of Consumer
Affairs Professionals, and the Special Olympics, and
specialized firms such as Kubota Tractor Company, Mullin
Plumbing, and Ihloff Salon & Day Spa.
Myra gained national
attention when she helped a client slash their corporate
account defection rate by 50% by drastically reducing
complaint response time, teaching frontline employees to
truly see complaints as gifts, and equipping employees with
solid skills to completely restore customer confidence after
service mishaps – without giving away the store.
Her keynotes and
training programs are hallmarked with hard-hitting
analogies, thought-proving stories, and humor and she leaves
audiences with the inspiration to truly make their new ideas
work. Myra is lauded for consistently delivering practical
easy-to-implement strategies that result in real and
measurable organizational change. Learn more
about Myra and her corporate services by going to http://www.MyraGolden.Com.
As
one of my customers and/or subscribers, you know
by
now that I don't dance around the subject, so I'll get right
to the point:
If you have any serious interest at all in turning your
customer
complaints into more goodwill and loyalty than
you ever thought possible, then take a watch
this 4-minute overview videoimmediately:
Do
yourself a favor. At least take a look, and thendecide
for yourself.
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One low annual fee
allows you to attend ALL of Myra's live webinars, view all
archived webinars on demand, and gets you access to all MP3
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Myra's Golden Method for Complaint Resolution online
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About
Myra Golden
Myra Golden gained national
attention when she helped a client slash their corporate
account defection rate by 50% by drastically reducing
complaint response time, teaching frontline employees to truly
see complaints as gifts, and equipping employees with solid
skills to completely restore customer confidence after service
mishaps – without giving away the store.
Her
keynotes and training programs are hallmarked with
hard-hitting analogies, thought-proving stories, and humor and
she leaves audiences with the inspiration to truly make their
new ideas work.
Myra is lauded for consistently delivering practical
easy-to-implement strategies that result in real and
measurable organizational change.
"Myra
Golden’s seminars are captivating and resourceful in
complaint resolution. Her tactics should be used throughout
the world!”
Brandy
Warrior
Coca-Cola
“It
was outstanding. I could relate to
Myra
and her strategies.”
Kristi
Collier
McDonald’s
Corporation
“Myra's program was excellent. One of the best training sessions
we have attended – well presented. The session was very
beneficial to our everyday job!”
