a tradition of excellence tr-823 rev / restricted proprietary information. marvin group proprietary...
TRANSCRIPT
A tradition of excellence
TR-823 REV / Restricted Proprietary Information. Marvin Group proprietary rights are included in the information disclosed herein. Recipient by accepting this document agrees that neither this document, nor the information disclosed herein, nor any part thereof shall be reproduced or transferred to other documents or used or disclosed to others for manufacturing or for any other purpose except as specifically authorized by Marvin Engineering.
The 5 Whys: An IntroductionJanuary 21, 2014
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 2
www.marvingroup.com
Motivation
When something goes wrong, we tend to see it as a crisis and seek to blame.
The majority of the corrective action responses we receive from our suppliers stop their problem analysis at the operator or inspector level.
A better way is to see it as an opportunity to learn about our system and processes, and how to make it harder for someone to make a mistake.
Today we will learn the technique of asking “Why” five times to discover why the process failed.
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 3
www.marvingroup.com
Introduction to the 5 Why Method
The 5 Whys is a method to explore cause and effect relationships. We peel away the symptoms to identify root causes.
Overview
• Engage employees directly involved with the problem• Analyze the process to discover weaknesses that:
Cause the defect Waste our time Hurt our company’s reputation Eat our profits
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 4
www.marvingroup.com
Introduction to the 5 Why Method
• Assume any problem is preventable and worth preventing
• Problems are caused by weak or poorly defined processes more than individual incompetence
• Commit to making an investment in the corrective action(s) needed to eliminate the defect
• INTENT - Make it harder for someone to make a mistake
Overview
Start
Finish
Boom
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 5
www.marvingroup.com
Five Whys Preparation
Problem Root Causes Corrective Actions
Root Cause analysis Tool Examples: 5 Whys Cause Map
Five Whys is one of many Root Cause Analysis Tools
Not Recommended: Cause & Effect Diagram (Fishbone)
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 6
www.marvingroup.com
Five Why – A Simple Example
Problem - Flat Tire
Why? There is a tack in the tire Why? Car ran over tacks Why? Tacks on garage floor Why? Box of tacks on shelf split open Why? Box is wet Why? Rain entered hole in roof Why? A roof shingle is missing Why? Wind storm blew shingle off
Ask “Why?” about 5 times and you will likely discover a systemic cause for the problem.
Action
Action
Action
Action
Condition
Condition
Condition
Condition
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 7
www.marvingroup.com
Marvin Engineering uses a 2-legged 5 Why to addresses different systemic issues.
How was the problem created?
Why was the problem not detected?
Failing to detect the nonconformity allowed it to escape to the customer.
Five Whys Preparation
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 8
www.marvingroup.com
Five Whys Leg One
My car will not start
The battery is dead
The alternator is not working
The alternator belt broke
The belt was old and beyond its useful service life
Car was not maintained accordingto recommendations
Follow manufacturer recommendations
Replace the belt
Recharge the battery
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 9
www.marvingroup.com
Five Whys Leg Two
Leg 2 is needed only when there is an escape. An escape is a defect that gets passed on
undetected to the next work center and/or to the customer.
The quality system did not detect the defect
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 10
www.marvingroup.com
Car was not maintained according to
recommendations
My car will not start
The alternator is not working
The alternator belt broke
The belt was old and beyond its useful
service life
Why?
Why?
Why?
Why?
Why?
The battery is dead
Check Your Logic
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 11
www.marvingroup.com
Check Your Logic
Begin with the last Why. Read it, say the word “therefore,” and continue backward to the first Why.
My car will not start
The battery is dead
The belt was beyond its useful
service life
The alternator is not working
The alternator belt broke
My car was not maintained according to recommendations
Therefore
Therefore
Therefore
Therefore
Therefore
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 12
www.marvingroup.com
Why?
Problem: The Jefferson Memorial is deteriorating
Too much washing
Excess bird droppings
Lots of spiders to eat
Lots of bugs to eat
Lights are switched on before dusk
Why?
Why?
Why?
Why?
Deeper Whys Yield Better Solutions
Example: Jefferson Memorial
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 13
www.marvingroup.com
Deeper Whys Yield Better Solutions
Problem Statement: Jefferson Memorial is Deteriorating
Excess bird droppingsWhy? Too much washing was why the Memorial was deteriorating
Lots of spiders to eatWhy?
Lots of bugs to eatWhy?
Bug Spray – Would eliminate the bugs, but introduces new problems (e.g.
health concerns).
Lights are switched on before duskWhy?Turn lights on ½ hour later – a
less costly solution without side affects.
Too much washingWhy?
TR-823 REV / - 01/21/2014© The Marvin Group 2013
PAGE 14
www.marvingroup.com
Questions?
Introduction to the 5 Why Method