Framing using 5W’s+H

The importance of properly defining a problem before trying to generate a solution cannot be overemphasized. The most obvious outcome of poor definition is the solving of the wrong problem! It can also be that the problem might be easier solved once you understand the specifics.

There are many techniques available and Promax includes a good number that will ensure a robust identification of the real problem to be solved. 

The 5W’s and an H technique is a quick and easy way to define a problem. It is based on Rudyard Kipling’s poem:

I KEEP six honest serving-men:
(They taught me all I knew)
Their names are What and Why and When
And How and Where and Who.
I send them over land and sea,
I send them east and west;
But after they have worked for me,
I give them all a rest.

I let them rest from nine till five,
For I am busy then,
As well as breakfast, lunch, and tea,
For they are hungry men:
But different folk have different views:
I know a person small -
She keeps ten million serving-men,
Who get no rest at all!
She sends 'em abroad on her own affairs,
From the second she opens her eyes -
One million Hows, two million Wheres,
And seven million Whys!

The Elephant’s Child from the Just So Stories of Rudyard Kipling, 1902
 
The poem is used as a basis to ask a series of questions, which aims to identify all the key aspects of a problem to enable a solution to be developed that match the problem.

Process

Step 1
Ask “What is the problem?”
Step 2
Ask “Who has the problem?”
Step 3
Ask “When does the problem occur?”
Step 4
Ask “Where does the problem occur?”
Step 5
Ask “Why does the problem occur?”
Step 6
Ask “How does the cause occur?”


What is the problem?
The purpose of this question is to explain the problem in a clear manner. If the problem has a contradiction is should be stated here.

Who has the problem?
The purpose of this question is to identify the person or persons connected with the problem. They are the people who are directly impacted and will be the beneficiaries of any solution.

When does the problem occur?
The purpose of this question is to clearly identify the time related aspects of the problem.

Where does the problem occur?
The purpose of this question is to understand precisely where the problem takes place.

Why does the problem occur?
The purpose of this question is to find out what the cause of the problem is. This is accomplished by asking “why? five times

How does the cause occur?
The purpose of this question is to understand how the cause arises. From this the best solution can then be developed that will prevent the problem occurring in the future.

Example

 

Promax Screenshot

The scenario is that you manage a firm who provide security to factories and buildings. You provide staff with uniforms and equipment for their job. You’ve been receiving complaints from the staff that they need better torches (flashlights) as they’re not bright enough.

In Promax, the first tab provides a number of tools for Framing and the first button is the one for 5W’s+H. It provides the prompts and you simply fill in the boxes below each one:
What is the problem?
The torch/flashlight isn’t bright enough

Who has the problem?
The security guards at the factories

When does the problem occur?
At night when they are doing their rounds

Where does the problem occur?
Across the factories and building. Inside and outside

Why does the problem occur?
Why #1: Torch isn’t powerful enough
Why #2: Not enough battery power
Why #3: Limited to two batteries only
Why #4: The barrel can only take 2 batteries
Why #5: The barrel is sized to be comfortable to hold

How does the cause occur?
The user needs to be able to hold the torch/flashlight.

Discussion

From this, you can move on to generate ideas on how best to address the cause – in this case how best to hold the torch given the constraints of battery size.

It is worth noting, however, that the “cause and effect” analysis of the 5 Why’s is rather simplistic and is rarely, if ever, quite as simple as asking “why?” five times. Even in the extremely simple Torch/Flashlight example you can see that although we only identified one cause there could, in fact, be multiple causes possible at “Why #2”. It could be a faulty bulb, a dirty lens or poorly designed reflector. In this case you may need to use multiple lists of “5 whys” and then try to see if any are related.