Ever find yourself scratching your head over constant hiccups in your shared services processes?
You’re not alone. Many of us in the industry have faced the frustration of recurring issues that no matter how many times we fix, they just keep popping back up. It’s maddening, right?
That’s where the 5 Whys technique comes into play. It’s not just a fancy buzzword—it’s a powerful tool that can help you dig deep and uncover the real root causes of those pesky problems. In this blog post, I’m going to share how you can implement this simple yet effective method in your shared services environment.
What is the 5 Whys Technique?
The 5 Whys is a straightforward questioning technique that helps you peel back the layers of symptoms surrounding a problem. You start with a problem statement and keep asking “why” until you uncover the root cause.
Let me give you a quick example. Imagine you’re having trouble with delayed invoice processing:
- Problem: Invoices are consistently being processed late.
- 1st Why: Why are invoices processed late?
Because the approvals are taking too long. - 2nd Why: Why are approvals taking too long?
Because the approvers are often unavailable. - 3rd Why: Why are approvers often unavailable?
Because they are overburdened with their own tasks. - 4th Why: Why are they overburdened?
Because we don’t have enough staff to cover the workload. - 5th Why: Why don’t we have enough staff?
Because we have not prioritized hiring for the finance team.
At the end of this process, you’ve done more than just scratch the surface. You’ve pinpointed a significant underlying issue: the need for more resources in your finance team.
The Power of Asking Why
In many ways, the 5 Whys technique is like a game of investigative journalism—just without the press badge.
It’s about being curious, persistent, and sometimes a bit annoying—but that’s how real change happens! By digging deeper, we can truly grasp the factors driving inefficiency in shared services.
How to Implement the 5 Whys in Your Team
Now that you understand what the 5 Whys are, how can you make it a part of your shared services routine? Here’s a quick guide:
- Gather a Team: You can’t do this alone. Bring in your team—associates, process experts, and even a few subject matter experts. The more diverse the group, the better the insights.
- Define the Problem: Ensure everyone aligns on the specific issue. “Invoices are processing late” is a clear starting point rather than something vague like “we have a problem.”
- Start Asking Why: Go one by one, taking turns asking the next “why” until you’ve reached that fifth layer of inquiry.
- Document Everything: Capture the conversation! This will not only help you stay organized but will also serve as a reference point for future discussions.
- Identify Solutions: Once you’ve unearthed the root cause, start brainstorming solutions! Sometimes it’s as easy as implementing a new hiring process.
Common Pitfalls to Avoid
While the 5 Whys can be incredibly effective, there are a few snafus to watch out for:
- Stopping Too Early: Resist the urge to stop after just three whys. Push through to five unless you feel confident you’ve hit the root cause sooner.
- Blaming Individuals: This isn’t about blaming people—it’s about processes! Keep the focus on systemic issues, not personal failures.
- Getting Stuck: It’s easy to spiral into a blame game or get lost. If your team finds itself going in circles, maybe it’s time to step back, gather your thoughts, and reset.
Email Collaboration: A Success Story
Let’s take a quick side trip into how one organization tackled their email response times. Last year, I worked with a company that was struggling with delivering timely responses to clients. They used the 5 Whys, and what they found was eye-opening:
- 1st Why: Emails were often left unanswered too long.
- 2nd Why: Staff had too many emails in their inboxes.
- 3rd Why: There were unclear response protocols.
- 4th Why: Teams lacked training on email priorities.
- 5th Why: No one had designated a “communication best practices” ambassador.
The solution? They assigned team leaders to create a monthly training session and established a clear protocol for email response time. It worked wonders! Emails went from days of delays to near-instant replies.
Cultivating a Culture of Continuous Improvement
Using the 5 Whys isn’t a one-off solution; it’s about fostering a culture of continuous improvement.
Make it a regular part of your team meetings. Encourage your associates and specialists to think critically. Help your team break free from the habit of putting band-aids on wounds that need stitching.
As shared services professionals, we can drive significant change by closely examining the “why” behind our everyday processes. This practice not only enhances operational excellence but also empowers teams to take ownership of their work.
Conclusion: Your Role in Transformation
The journey to understanding the root causes of problems in shared services can be both revealing and rewarding. The 5 Whys technique is a straightforward approach that empowers you to dig deeper and enact real change.
And as you begin to implement this method, remember that it’s not just about fixed processes. It’s about shaping a culture rooted in exploration and transparency.
For more insights and tips on shared services transformation, innovation, and leadership, check out THEGBSEDGE blog. It’s a fantastic resource for anyone who’s serious about making a difference in our industry.
This blog is written by Vikrant Aglawe, a shared services expert with over 20 years of experience. I encourage you all to start asking those tough questions and let your discoveries guide your journey to optimization!
