Recommended by Ricochet Members Created with Sketch. Why, Why, Why, Why, Why?

 

Some of you might recognize the above not as a lament but as the Five Whys – a method used for root cause analysis. The idea is that you need to ask “why” at least five times in order to get to the root cause of a problem. Having worked in and around manufacturing most of my adult life, this was one of the tools I learned that carries over into other aspects of life.

When our washing machine stopped working, I couldn’t answer the question why, so I called in a repairman to take a look at it. He pronounced that the motor was burned out. The cost he quoted wasn’t outlandish, so I okayed him ordering a replacement. A few days later, a different repairman showed up with the new motor and installed it. He then called me down to inform me that the new motor would burn out soon just like the old one. Why? Because the transmission was shot. Why? It had lost all its fluid. The first repairman neglected to ask why even a second time.

It seems asking why more than once can be hard and answering it honestly can be even harder. It can take you past your pre-conceived notions or your preferred narrative. It can make you face things that you don’t want to face or do things you don’t want to do. Perhaps the first repairman had someplace to go and wanted to be done quickly and so didn’t pursue the root cause. Many times I want to stop asking why when I’ve reached a convenient spot to place blame, but I have to force myself to continue, especially when the whys start to implicate me.

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  1. Susan Quinn Contributor

    Wiscosotan: Many times I want to stop asking why when I’ve reached a convenient spot to place blame, but I have to force myself to continue, especially when the whys? start to implicate me.

    Exactly! We are conditioned to want fast, easy and uncomplicated solutions. I don’t think you are unique; I know I make the same mistake. 

    • #1
    • November 2, 2020, at 7:46 AM PST
    • 4 likes
  2. Vance Richards Member
    Vance RichardsJoined in the first year of Ricochet Ricochet Charter Member

    Had the air conditioner break on a two year old car. I asked why because a new condenser after only two years seemed unusual. They told me it must have been hit by a rock or something. Not a great why but not one I could argue with. A few months after that expensive repair I got a note from the manufacture about an extension on the warranty to cover air conditioner condensers. Turns out it was a know problem and I got my money back on the repair.

    Anyway, this title made me think of . . .

    • #2
    • November 2, 2020, at 8:06 AM PST
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  3. OldPhil Coolidge

    Vance Richards (View Comment):
    A few months after that expensive repair I got a note from the manufacture about an extension on the warranty to cover air conditioner condensers. Turns out it was know problem and I got my money back on the repair.

    When we moved into our new house a few years back, the hot water heater kept switching off, and I had to reset it manually several times each week. Each time I called in the plumbing company that installed it, the repair guy said there was nothing wrong with it. After about a year of this, they finally called me and said “Yeah, the manufacturer says that model has a defect, we’ll be out to fix it.”

    • #3
    • November 2, 2020, at 8:13 AM PST
    • 5 likes
  4. Right Wing Teamster Lawyer Thatcher

    An example of treating symptoms not the problem. Just like drugs that treat a symptom rather than correcting the underlying cause. I wonder if the original repairman was young and the second older with more experience?

    • #4
    • November 2, 2020, at 8:36 AM PST
    • 6 likes
  5. Arahant Member

    I also learned that technique, and it has worked well over the years. Another good technique is to keep moving forward. Don’t worry about blame, just fix the process so it won’t happen again.

    • #5
    • November 2, 2020, at 8:42 AM PST
    • 5 likes
  6. Wiscosotan Member
    WiscosotanJoined in the first year of Ricochet Ricochet Charter Member

    Right Wing Teamster Lawyer (View Comment):

    An example of treating symptoms not the problem. Just like drugs that treat a symptom rather than correcting the underlying cause. I wonder if the original repairman was young and the second older with more experience?

    I don’t recall their relative ages, but the second guy was really nice about it and offered to take the motor back out and return it. I ended up not paying anything for the service calls and bought a new washing machine.

    You’re right about treating the symptoms, though. I see that everywhere now. It takes hard work to find and fix the actual problem.

    • #6
    • November 2, 2020, at 8:48 AM PST
    • 6 likes
  7. Vance Richards Member
    Vance RichardsJoined in the first year of Ricochet Ricochet Charter Member

    Arahant (View Comment):

    I also learned that technique, and it has worked well over the years. Another good technique is to keep moving forward. Don’t worry about blame, just fix the process so it won’t happen again.

    In the corporate world the default position is often CYA so it sometimes takes a while before you get to the root of the problem

    • #7
    • November 2, 2020, at 10:23 AM PST
    • 2 likes
  8. Hoyacon Member

    Most of the car repair business is based on placing a limit of one “why” per problem per trip. They’re nice enough to give you one more “why” on the next visit provided you’re not too finicky about paying by the “why.”

    • #8
    • November 2, 2020, at 10:27 AM PST
    • 2 likes
  9. CarolJoy, Thread Hijacker Coolidge

    Long story unabridged:

    This requirement of asking “why why why why why” apparently is an internal subconscious check on my reality.

    When my former friends asked me to join with them in women’s marches in order to show that the female-gendered need more respect, I asked: “What do these marches involve?”

    The reply “We march around the streets of San Francisco with plush toy vagina hats on our heads,” my subconscious nudged me into “Why?”

    Because if a group of people wants respect, wearing a hat portraying the genitalia they possess does not seem like the way to go.

    I mentioned to my husband that if men felt oppressed, (which according to the moans I hear when handing him a “honey do” list, is often the case), I don’t believe men would march around and wear penis hats on their head.

    I was not out of ear shot when he replied, “Well, for some men those hats would be way too heavy to wear.”

     

    • #9
    • November 2, 2020, at 11:44 AM PST
    • 6 likes
  10. Basil Fawlty Member
    Basil FawltyJoined in the first year of Ricochet Ricochet Charter Member

    Why not?

    • #10
    • November 2, 2020, at 4:36 PM PST
    • 1 like
    • This comment has been edited.
  11. Cow Girl Thatcher
    • #11
    • November 2, 2020, at 5:50 PM PST
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