Digging Deeper into FM Issues: The 5 Whys Technique
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In the fast-paced world of Facilities Management, solving recurring issues quickly and permanently is essential. One of the most effective root cause identification tools is the 5 Whys—a simple, structured technique used to peel away the layers of a problem and uncover its true source.
Originally developed by Sakichi Toyoda and widely applied in Lean and Six Sigma methodologies, the 5 Whys is now a staple in FM operations aiming for operational excellence.
What is the 5 Whys Technique?
The 5 Whys is a root cause analysis method that involves asking "Why?" multiple times—typically five—to trace the cause-and-effect chain of a problem. It is most effective for issues involving human error, process breakdowns, or overlooked maintenance practices.
How to Use the 5 Whys in Facilities Management
Here’s a simple process tailored for FM:
Define the Problem
Start with a clear problem statement (e.g., HVAC system failed in Zone 3).
Ask “Why?” and write the answer
Example: Why did the HVAC system fail? → Because the compressor stopped working.
Continue asking “Why?”
Drill deeper at each level:
Why did the compressor stop? → Because of overheating.
Why did it overheat? → Because of poor ventilation.
Why was ventilation poor? → Because the air filters were clogged.
Why were filters clogged? → Because they were not replaced during the last PM cycle.
Reach the root cause
In this case: Preventive maintenance schedule was missed.
Apply corrective and preventive action (CAPA)
Update PM protocols, re-train staff, implement digital reminders via CAFM.
FM Case Example: Water Leak in Electrical Room
Why 1: Why was there a leak in the electrical room?
→ A pipe burst above the ceiling.
Why 2: Why did the pipe burst?
→ Due to high water pressure.
Why 3: Why was the water pressure too high?
→ Pressure-reducing valve (PRV) failed.
Why 4: Why did the PRV fail?
→ It wasn’t inspected during the last scheduled maintenance.
Why 5: Why was it missed?
→ Because it wasn’t included in the maintenance checklist.
Root Cause: Incomplete maintenance checklist.
Benefits of the 5 Whys in FM
Quick to implement – no software required
Promotes a culture of continuous improvement
Enhances team problem-solving skills
Reduces recurrence of costly issues
Improves service quality and compliance
Best Practices for Effective Use
Involve a cross-functional team (technical + operations)
Stay focused on process causes, not blaming people
Document findings for audits and compliance
Integrate into RCA or FM dashboards (e.g., CAFM reports)