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      5-Whys Analysis Outline for Complaint Resolution

      To identify the underlying cause of a complaint by asking "Why" iteratively, stopping at the last actionable root cause.

      Step-by-Step Guide

      1. Define the Problem Clearly
        • Start by summarizing the issue concisely. A clear problem statement keeps the analysis focused and relevant.
        • Example: “Client reported multiple translation errors in a project delivered on [date].”
      2. Asking "Why" the Issue Occurred
        • First Why: Ask the first "Why" to identify an immediate cause.
        • Subsequent Whys: Continue asking "Why" to explore deeper causes, focusing on system or process issues rather than individual blame.
        • Stop When Actionable: Stop when you reach a root cause that is solvable within the team’s or system's capacity.
      3. Document Each Step Clearly
        • Record each answer as it leads to the next question. This creates a transparent chain of reasoning and allows others to understand the analysis.
        • TBC: Use HubSpot to log each “Why” step directly in the complaint ticket for consistent documentation.
      4. Identify the Last Actionable Root Cause
        • Don’t stop too early, but also avoid over-analyzing to the point of broad, unsolvable issues (e.g., “human error” or “lack of industry-wide standards”).
        • Focus on finding a cause within your organization’s control that, if addressed, would prevent similar issues in the future.
      5. Propose CAPA Based on the Root Cause
        • For each root cause, propose specific corrective actions to address the immediate complaint and preventative actions to mitigate future risk.

      5-Why Tips

      • Avoid Blaming Individuals: Focus on systems, tools, or processes rather than personal accountability. The goal is to uncover structural issues, not to find fault.
      • Look for Solvable Causes: Stop when you reach an actionable cause within your control, even if it doesn’t fully explain the broader issue. For example, "missing quality control step" is more actionable than "translation standards are inconsistent."
      • Document Each Step Transparently: Record every “Why” and answer. This helps track patterns and makes future RCA processes easier.
      • Focus CAPA on System Improvements: Ensure corrective actions fix the immediate issue, and preventative actions improve the process to reduce recurrence.

      Good 5-Whys

      Problem Statement: The client received a translation that included incorrect terminology.

      1. Why was the terminology incorrect?
        • The translator used outdated terminology from a previous project version.
      2. Why did the translator use outdated terminology?
        • The updated glossary for the client wasn’t accessible to the translator.
      3. Why wasn’t the updated glossary accessible to the translator?
        • The glossary update was shared in a project management tool but not in the translator’s resource folder.
      4. Why wasn’t the process followed to update all reference documents?
        • The project workflow doesn’t include a step for updating shared resources for the translator’s folder after a glossary update.

      Root Cause (Final Why): There is no standardized step in the workflow to ensure updated resources are consistently shared with translators.

      CAPA:

      • Corrective Action: Immediately ensure the glossary is updated for this project and verify the translator has access to it.
      • Preventative Action: Add a checklist item in the project workflow to confirm that all resource updates are accessible to translators before each project begins.

      Bad 5-Whys

      Problem Statement: The client received a translation that included incorrect terminology.

      1. Why was the terminology incorrect?
        • The translator made a mistake.
      2. Why did the translator make a mistake?
        • The translator didn’t pay enough attention.
      3. Why didn’t the translator pay enough attention?
        • They were not being careful.
      4. Why weren’t they careful?
        • Translators often work quickly to meet deadlines.
      5. Why do translators work quickly?
        • Because they are under pressure to deliver on time.

      Root Cause: Translators are under pressure to deliver quickly, which sometimes causes mistakes.

      CAPA:

      • Corrective Action: Remind the translator to pay attention in future projects.
      • Preventative Action: Encourage translators to take their time.