Dealers who consistently waste time and money searching for solutions are often treating the problem’s symptoms as opposed to its root cause. Since issues will not resolve themselves, dealers must find and implement long-lasting solutions to permanently eradicate them. A practical method for generating these solutions is a 5 Whys root cause analysis, which helps dealers find the underlying causes of the issue rather than just addressing its symptoms. 

This article discusses the benefits and steps for completing these analyses. 

What is a 5 Whys Root Cause Analysis? 

The 5 Whys root cause analysis is a strategy for finding a problem’s underlying issue by asking “why?” five times, where each answer prompts the reason for the next question. 

This process forces the dealer to dig deeper into the issue’s root cause, helping them use available data to examine the cause-and-effect relationships underlying the problem. 

Ultimately, the 5 Whys focus on countermeasures to prevent the issue from happening again rather than developing a solution addressing a surface-level symptom. 

Why is it Important?  

It helps to find the real cause. Dealers should ask “why” multiple times to drill down and find the fundamental cause of a problem rather than just its surface-level symptoms, allowing them to deal with the underlying issue. 

It encourages collaboration. A 5 Whys analysis also involves groups working together to pinpoint a problem’s underlying cause, promoting teamwork and communication among participants, which may result in more successful problem-solving. 

It supports continuous improvement. By identifying the root cause of a problem, a 5 Whys analysis helps dealers to develop more effective solutions that address the issue at its source. This process supports continuous improvement and allows them to prevent similar problems from reoccurring. 

It helps to prioritize solutions. Dealers can figure out which solutions are most likely to successfully address a problem’s fundamental cause using a 5 Whys analysis, enabling them to focus on the solutions most likely to affect and prioritize their resources. 

5 Essential Steps in a 5 Whys Root Cause Analysis 

1. Define the Problem 

First, the dealer must create a concise problem statement after discussing the issue with the team, which will help them define the extent of the problem. This step is critical because it delves into a far-reaching issue with indefinite boundaries. 

2. Ask “Why?”  

Next, the team should investigate why the issue occurs by addressing factual matters (as opposed to theories). Although asking “Why?” appears simple enough, a thorough and thoughtful response requires substantial research.  

Dealers should find solutions supported by facts (i.e., accurate accounts of events rather than guesses). This strategy prevents the 5 Whys analysis from turning into a basic process of deductive reasoning, generating too many potential causes and leading to further confusion. 

3. Ask “Why?” 4 More Times 

The dealer should ask “Why?” four more times, basing each inquiry on the first response, at which point they will have five answers to each “why” question. If dealers do not solve the issue at this juncture, they might need to ask why more than five times. 

4. Address the Root Cause 

After the dealer locates the root cause, they should address it by taking the right corrective action. This process should involve the entire team discussing potential solutions or countermeasures to prevent that underlying cause from happening again. 

After completing these steps, management should choose which team members will handle each corrective action item. 

5. Monitor the Solution’s Effectiveness 

Lastly, the dealers must track the countermeasures’ effectiveness. If those solutions are ineffective, the team might need to reconvene and restart the process. 

Finding the Best Solution Requires the Best Technology 

A 5 Whys root cause analysis is valuable for dealers looking to improve their problem-solving capabilities and develop more effective solutions. 

However, finding the solutions that best address those problems requires a digital dashboard that offers you and your team a comprehensive, end-to-end view of daily operations. You need access to all the critical information to make the most impactful data-driven insights. 

Contact us today and discover how Affinitiv’s DealerLens can help you use a 5 Whys root cause analysis to identify solutions to reoccurring problems.