Root cause

Supplying direction EPQ strategy -1- For internal use only

 From re-active to pro-active
Amount of
problems
Sporadic
problems

Chronic
problems

Possible level
Time

Supplying direction EPQ strategy -2- For internal use only

 Have you ever experienced a
deviation which you didn’t manage
to solve?
Have you ever had a problem case
that is coming back again and
again?

Supplying direction EPQ strategy -3- For internal use only

 How did you
turn it into an
opportunity?

Supplying direction EPQ strategy -4- For internal use only

 In IKEA we have a
tool: root-cause
analysis

Supplying direction EPQ strategy -5- For internal use only

 ?
It is all about one simple
question…

WHY
Supplying direction EPQ strategy -6- For internal use only
In general the „Why‟ question needs
to be asked 5 times before a root
cause is found.

Supplying direction EPQ strategy -7-

5
For internal use only
It is a basic methodology for
uncovering root cause,
5W
applicable to any process.

Supplying direction EPQ strategy -8- For internal use only

It requires no input from
other tools or techniques,
5W
it’s just about brainstorming.

Supplying direction EPQ strategy -9- For internal use only

 5WHYS
Why 1 Why 2 Why 3 Why 4 Why 5

Effect

Cause

Supplying direction EPQ strategy - 10 - For internal use only

 ?
5WHYS
“Why” can be more or
less than 5…
High

Workable
Value to Problem
Solving Process

Unworkable

Low
Number of Times
Ignorance Silly
“why” is asked

Supplying direction EPQ strategy - 11 - For internal use only

 What to do with
results?

Supplying direction EPQ strategy - 12 - For internal use only

 The root causes
found using this
technique should
be investigated
further.

Supplying direction EPQ strategy - 13 - For internal use only

It can be used in another basic
tool. The Japanese Kaoru
Ishikawa (1915-1989) was the
one introducing the cause-
effect diagram, commonly
known as fishbone.

Supplying direction EPQ strategy - 14 - For internal use only

 Fishbone
To come closer to the solution…

MAN MACHINE MEASUREMENT

Wrong
sequence Wrong
used quantity of
Forgot Broken
coffee
water compressor

Coffee
machine
Wrong
settings
broken
Wrong filter
used Un sufficient
maintenance Wrong type
Water
of coffee contains
very much
calcium

MATERIAL METHOD MOTHER NATURE

Supplying direction EPQ strategy - 15 - For internal use only

 Workshop
A glance of reality…

Supplying direction EPQ strategy - 16 - For internal use only

 Structure
•Split in 4 groups
•Appoint a leader in each group
•Read problem case
•Brainstorm about the potential root cause (using “5Whys”)
•Agree upon one prioritized root cause (note that there are
always more than one root cause…)
•Share your choice with other groups.

Time: 10 minutes

Supplying direction EPQ strategy - 17 - For internal use only

 PROBLEM CASE – Q Alarm
Our Trading office received a Quality Alarm issued in
one of our stores with the following information from the
issuer:
"Packaging problem, the inside protection is not
functional and it always causes the side panels bending.
We also received a lot of customers' returns".
The Alarm concerns one article named „Warderobe”,
where both China and Japan version from the same
supplier have bending problem.
The wardrobe is made of foiled particleboard with Wardrobe assembled
polypropylene and ABS edge bands, and weighs 95Kg
divided into 2 boxes.
5 boxes are placed on each paper pallet. Trading
investigation shows the supplier produce product
according to IKEA PDOC. Pictures are from Q Alarm.

Why are the side panels bending

after leaving the factory? Bending point inside package

Supplying direction EPQ strategy - 18 - For internal use only

 Conclusions
There are always more than one root cause
5 whys will help you to find sustainable solutions
The outcome of the root cause analysis is dependent on
the team members contribution
5 whys can be used in any situation

Supplying direction EPQ strategy - 19 - For internal use only