𝗧𝗔𝗞𝗘 𝗣𝗥𝗢𝗕𝗟𝗘𝗠 𝗦𝗢𝗟𝗩𝗜𝗡𝗚 𝗧𝗢 𝗧𝗛𝗘 𝗡𝗘𝗫𝗧 𝗟𝗘𝗩𝗘𝗟𝗦: 𝟯 𝘅 𝟱 𝗪𝗛𝗬𝗦

Most problems are contained and not solved. The same or similar problem will occur somewhere else, to someone else. Solving a problem to root in order for it to never happen again is great. But again, is solving the specific problem always sufficient? Does this take us to operational excellence, and becoming a highly reliable organization?

True operational excellence and high reliability require a more comprehensive approach, considering all three levels of problems:

𝟭 - 𝗦𝗽𝗲𝗰𝗶𝗳𝗶𝗰 𝗣𝗿𝗼𝗯𝗹𝗲𝗺: 𝗪𝗵𝘆 𝗱𝗶𝗱 𝘄𝗲 𝗵𝗮𝘃𝗲 𝘁𝗵𝗲 𝗽𝗿𝗼𝗯𝗹𝗲𝗺?

This involves identifying the root cause(s) of the specific problem and implementing an irreversible countermeasure to prevent the problem from recurring. However, this approach focuses narrowly on one situation. We may miss the broader opportunity presented by the specific problem. Let's go deeper with our thinking.

𝟮 - 𝗗𝗲𝘁𝗲𝗰𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗯𝗹𝗲𝗺: 𝗪𝗵𝘆 𝘄𝗮𝘀𝗻’𝘁 𝘁𝗵𝗲 𝗽𝗿𝗼𝗯𝗹𝗲𝗺 𝗱𝗲𝘁𝗲𝗰𝘁𝗲𝗱 𝗲𝗮𝗿𝗹𝗶𝗲𝗿?

Investigating why the problem was not detected earlier helps identify weaknesses in the detection systems. Enhancing these systems can lead to earlier identification of issues, potentially minimizing their impact and preventing dramatic escalation. Problems will always occur; therefore, we need to become more proficient at detecting them.

𝟯 - 𝗦𝘆𝘀𝘁𝗲𝗺𝗶𝗰 𝗣𝗿𝗼𝗯𝗹𝗲𝗺: 𝗪𝗵𝘆 𝗱𝗶𝗱 𝘁𝗵𝗲 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗻𝗴 𝘀𝘆𝘀𝘁𝗲𝗺 𝗮𝗹𝗹𝗼𝘄 𝗶𝘁 𝘁𝗼 𝗼𝗰𝗰𝘂𝗿?

This is the most critical and often the most challenging level. It requires examining the broader organizational systems (i.e., work system design, maintenance system, etc.), processes, and culture that created the opportunity for the problem to occur. A process is always part of a system and a system part of a bigger system. We need to understand those interdependencies.

By addressing problems at all three levels, organizations can move beyond merely containing or solving specific issues. This approach ensures that problems are not only resolved but also prevented from recurring. By applying the "5 Whys" method to each level of the problem—specific, detection, and systemic—organizations can delve deeper into the root causes, generating broader reflections and insights. Each problem-solving effort thus drives systemic changes that enhance operational excellence across the organization.