don't ask why

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LernzoneLeading Change - Change Leadership

„We need leadership that plants orange trees,

not management that quenches the last juice from picked oranges.“

NoWhy v1.2

Tips&Tricks for the Kata Coach

No Why!Why using why-questions might not be a good idea.

© Tilo Schwarz, feel free to use this slide with an indication of source.www.LERNZONE.com

NoWhy v1.2 2

In the lean community we have trained people to ask „5 times why“

as a technique for root cause analysis.

Maybe this was a mistake!

Why? 😉

Let’s explore…


NoWhy v1.2 3

Yes, „the 5 why“ where introduced by Taiichi Ohno as a method for root cause analysis…

But are we really able to use them in the Toyota-Way?

Some thoughts to consider…


NoWhy v1.2

The Kata Coach intends to improve the Learners systematic problem solving ability by

training him in using the Improvement Kata.

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An important thing to learn with the Improvement Kata is root cause orientation.

Then, of course, the Coach should ask 5 times why.

Well, let’s think again…


NoWhy v1.2

We use the Improvement Kata to reach a Target-Condition in the unknown zone.

Therefore we have to find our current threshold of knowledge. This is the point where we must conduct the next experiment.

Going beyond this line by guessing is very risk and will eventually lead to failure.

5

head and brain by Patrick J. Lynch

Next Target-Condition?

Threshold of knowledge

known unknownWe�� have�� to�� conduct��

an�� experiment�� here��

to�� find�� out.


NoWhy v1.2

At the threshold of knowledge we have to admit: „I don’t know“.

6

See!�� We�� used��

ADMIT!�� This��

clearly�� states��

the�� case!It usually fills us with unease as this answer

was not a good answer so far. Neither in school nor for our carrier. We were trained

to come up with solutions fast!😳Therefor the Kata Coach must put the Learner at ease.

Otherwise the threshold of knowledge will be concealed by assumptions or blaming others will

start.👍


NoWhy v1.2

As we have heard„why“ since we were young…

7

…hearing it recalls past experiences such as…

Why did you get yourself dirty?

Why did you get a bad mark in school?

Why didn’t you do your homework?

We took these questions very personal, having thoughts like…

It’s all my fault.

Am I to dumb for this?

What excuse can I come up with?

and finally

Whom else can I blame for it?

We have connected „why“ with getting blamedfor allowing something to happen.!


NoWhy v1.2

When the Kata Coach uses the why questions something like this happens…

😀8

Why did the pump break?

It’s not about what the coach says but what the learner hears.Remember: Coach and learner are often in a hierarchic relationship.!

😡Why did you let the

pump break?

😳

😕Because the maintenance team

did not maintain it properly.


NoWhy v1.2

Most of the time the threshold of knowledge occurs when trying to understand the root cause.

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So exactly when the coach needs to put the learner at ease the „blame thing“ comes up.

Even worse, directing things to other departments means the coach has to take care about it as this often lies outside the learners area of responsibility or ability. This can

get the coach really busy or leave the learner with the impression that his coach does not do anything about these problems if the coach refuses to go after them.


NoWhy v1.2

This is why trainers promoting the 5-why technique usually give the following advice…

(1) Use the 5-why in a team session and make sure everybody connected to the problem is present.

(2) Upper management should be present when starting this technique in an organization.

(3) Upper management should repeat the mantra: „It’s not about blame“ when using the 5-why.

10


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So how does this match to the 1 on 1 situation between coach and learner when applying the Kata?

It simply doesn’t!

And what does it do when we struggle to put people at ease to „admit“ that they don’t know something?

Especially after many years with blaming others being the name of the game?

It makes things worse!


NoWhy v1.2

So what does the coach do then? Ask why because we are only at the 2nd why?

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Even if we get it right…asking why does not help the learner!

Why?

Because often we don’t know the root cause yet!

Why did the pump break? I don’t know?

Something like: Why don’t you know??? 😱


NoWhy v1.2 13

Ask „how did it happen“ instead of „why did it happen“

This will direct the learner to deeply understand the circumstances and sequence of incidents that lead to the

occurrence of the problem.

This is different from searching for the why. It’s more about finding out and describing the process.

No blame involved!

So what should we do?Focusing on the process might be a good way.


NoWhy v1.2 14

Now we can improve the learners analytical skills by helping him localize the problem and

find out about the process that led to it.

Those using the Coaching-Kata might try the following deepening questions after one obstacle has been selected.

Where does the problem occur?

When does the problem occur?

What exactly happens when/before the problem occurs?


NoWhy v1.2 15

No WHY!use

WHERE, WHEN, WHAT?


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If you like this SlideShare you might be interested in a work on the same subject done by Mike Rother and Constantin May.

Go to:http://www.slideshare.net/mike734/five-whys-27172177

To find out more about the Coaching-Kata go to:http://www-personal.umich.edu/~mrother/Homepage.html

http://www.slideshare.net/mike734/five-whys-27172177

http://www-personal.umich.edu/~mrother/Homepage.html

don't ask why

Leadership & Management