At Bridgewater, I ran 100's of Diagnosis sessions.
My goal was find the Root Cause of critical issues.
The key truth I uncovered using The 5 Whys?
It's The 6th Why that matters:
My goal was find the Root Cause of critical issues.
The key truth I uncovered using The 5 Whys?
It's The 6th Why that matters:
1/ The 5 Whys?
It's a diagnostic problem solving technique popularized by Sakichi Toyoda, the Japanese industrialist & Toyota founder.
I honed my application of it at Bridgewater where it was the critical inflection point for improvement in Ray Dalio's 5-step process.
It's a diagnostic problem solving technique popularized by Sakichi Toyoda, the Japanese industrialist & Toyota founder.
I honed my application of it at Bridgewater where it was the critical inflection point for improvement in Ray Dalio's 5-step process.
2/ The Theory
Ask Why questions to identify the underlying root cause of an issue.
Then make changes to improve outcomes in the future.
The deeper you dig, the higher the leverage of your fix.
Put simply: Don't treat the symptom, cure the disease.
Ask Why questions to identify the underlying root cause of an issue.
Then make changes to improve outcomes in the future.
The deeper you dig, the higher the leverage of your fix.
Put simply: Don't treat the symptom, cure the disease.
3/ Why it works
In a word: Compounding
Treat the root cause effectively and you:
-> Deal with the immediate problem
-> Prevent future recurrences of the issue
-> Address other seemingly unrelated problems
One fix address many problems.
In a word: Compounding
Treat the root cause effectively and you:
-> Deal with the immediate problem
-> Prevent future recurrences of the issue
-> Address other seemingly unrelated problems
One fix address many problems.
4/ Is it really that easy?
Actually, no.
Why questions are open-ended and can go a number of directions.
You definitely have the potential for a fractal of nonsense.
So be honest with each Why:
Is your answer the big deal or a distraction?
Actually, no.
Why questions are open-ended and can go a number of directions.
You definitely have the potential for a fractal of nonsense.
So be honest with each Why:
Is your answer the big deal or a distraction?
5/ Example
Customer abandoned a purchase on your site:
Why? They want a promo code
Why? They think your price is too high
Why? We didn't do market research
Why? We're understaffed
Why? I haven't filled the position
Magic, right?
Well, almost.
Customer abandoned a purchase on your site:
Why? They want a promo code
Why? They think your price is too high
Why? We didn't do market research
Why? We're understaffed
Why? I haven't filled the position
Magic, right?
Well, almost.
6/ The 6th Why
Do you notice what happens as we move through the Whys?
-> They get specific: We progress from what happened to what caused it.
-> And more personal: Groups narrow to individuals.
There's one more Why & it's uncomfortable.
But that's where the growth is.
Do you notice what happens as we move through the Whys?
-> They get specific: We progress from what happened to what caused it.
-> And more personal: Groups narrow to individuals.
There's one more Why & it's uncomfortable.
But that's where the growth is.
7/ Trust is the bridge
Want people to bring you problems?
Make it clear you're imperfect as well. Mistakes happen, you make them.
Remember: As you ask why, 'what' starts to quickly become 'who'.
So if you don't have trust, time to build it:
Want people to bring you problems?
Make it clear you're imperfect as well. Mistakes happen, you make them.
Remember: As you ask why, 'what' starts to quickly become 'who'.
So if you don't have trust, time to build it:
8/ Back to our example
Why haven't you filled the position?
-> Maybe you designed an unattractive role
-> Perhaps you didn't see the demand coming
-> Or you are losing people faster than you can hire
These answers are raw & imply something about YOU is causing the issue.
Why haven't you filled the position?
-> Maybe you designed an unattractive role
-> Perhaps you didn't see the demand coming
-> Or you are losing people faster than you can hire
These answers are raw & imply something about YOU is causing the issue.
9/ This isn't just about work
I can't get in shape
Why? No time to workout
Why? Day is packed with work
Why? My boss keeps piling on more
Why? B/c I haven't told her no
Why? B/c I can't disappoint her
Why? B/c I need the money
Wait, it's a money issue not a fitness problem?
I can't get in shape
Why? No time to workout
Why? Day is packed with work
Why? My boss keeps piling on more
Why? B/c I haven't told her no
Why? B/c I can't disappoint her
Why? B/c I need the money
Wait, it's a money issue not a fitness problem?
10/ Now what?
Don't: Overreact to one mistake, we all make them.
Do: Watch for patterns of mistakes, which reveal true weaknesses.
Consider these tactics:
- Setup guardrails
- Fix your habits
- Automate
- Eliminate
- Delegate
You can fix most problems w/ humility & honesty.
Don't: Overreact to one mistake, we all make them.
Do: Watch for patterns of mistakes, which reveal true weaknesses.
Consider these tactics:
- Setup guardrails
- Fix your habits
- Automate
- Eliminate
- Delegate
You can fix most problems w/ humility & honesty.
If you enjoyed this thread:
1. Follow me @dklineii for more leadership lessons & management tactics
2. RT the tweet below to share this thread with other leaders
1. Follow me @dklineii for more leadership lessons & management tactics
2. RT the tweet below to share this thread with other leaders
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