Is your company using Six Sigma to improve efficiency, eliminate waste, and minimize variation? Six Sigma has been a proven success for many businesses around the world dealing with similar problems. But where do these issues come from? How do they arise? And most importantly why?
你所在的公司正使用六西格瑪來改善效率，消除浪費與減少變異嗎？六西格瑪在處理類似問題上，在全球范圍已經(jīng)被驗證是成功的。
Six Sigma DMAIC teaches you to Define, Measure, Analyze, Improve and Control problems. But it is the Analyze stage that interests us here. The 5 Whys of Root Cause Analysis (RCA) are essential questions that you need to ask. Unlike other devices, they don’t require testing hypotheses, data segmentation, regression, or other similarly complex statistical tools. The 5 Whys provide all the skills you need in one easy to use toolkit to help determine where problems come from, why they arise.
六西格瑪?shù)腄MAIC讓你去定義、測量、分析、改進與控制問題，不過，這在，其實是分析階段讓我們很感興趣。根本原因分析（RCA）的5個為什么（5Why），是你需要去問的基本的問題。與其他的方法不同，5Why不需要假設(shè)驗證、數(shù)據(jù)分割、回歸，或者其他類似的復(fù)雜的統(tǒng)計工具。5Why，提供了涵蓋所有所需技能的簡便測工具包，以幫助確定問題來源，為什么會出現(xiàn)。
如何使用5Why
To make the most of what the Five Whys can offer, they need to be completed to the letter. Here is a simple breakdown to help you understand how to use the Five Whys to their full effect.
為了充分利用5Why，“Why”需要不折不扣地完成。這里是一個簡單的分解，以幫助你理解如何充分利用5Why。
· Write down the problem. Be specific. This will help you discern exactly what the problem is. You can then help your team focus on solving it.
記下問題，請記錄的具體一些。這么做可以讓你準(zhǔn)確理解問題是什么，之后，可以幫助團隊集中精力解決問題。
· Why is the problem occurring? Look at where it occurs and try to identify the cause. If it’s a production problem, look closely at the flow.
問題為什么發(fā)生？請查看問題的來源，并嘗試確認(rèn)導(dǎo)致問題的原因。如果是生產(chǎn)問題，請仔細(xì)查看流程。
· If you still can’t identify the root cause, ask why that is.
如果無法識別導(dǎo)致問題的根本原因，請問“為什么”會那樣。
· Return to step 3 until you can agree on what the root cause of the problem is. Scrutinizing these questions in detail will allow you to determine the root cause quickly.
請回到第三步，直到你認(rèn)可導(dǎo)致問題的根本原因為止。請仔細(xì)檢查問題，將能讓你快速確定導(dǎo)致問題的根本原因。
There are no universal maxims that determine what the 5 Whys should be. Between you and us, it’s not always necessary to use all five. It depends entirely on your situation: on what the problem is. But here are some useful examples for you to use as inspiration.
在確定5Why應(yīng)該怎么樣方面，是沒有通用準(zhǔn)則的。在不同的人群中間，并非需要一直用到5個“為什么”，這完全取決于所處的狀況：問題是什么。以下是一些你可以用來參考使用的有用案例：
Why are your customers receiving faulty products?
為什么客戶收到了有缺陷的產(chǎn)品？
Because your manufacturing team made the products using a different specification to the one that both the sales clerk and customer agreed on.
因為生產(chǎn)團隊使用的與售貨員和客戶達(dá)成的規(guī)格不一樣的規(guī)格生產(chǎn)了產(chǎn)品。
Why does manufacturing keep making products per a different specification?
為什么生產(chǎn)團隊根據(jù)不同的規(guī)格持續(xù)地生產(chǎn)了產(chǎn)品呢？
Because the salesclerk accelerates production on the shop floor by calling directly. Specifications may have been miscommunicated to cause this to happen.
因為售貨員僅僅通過電話聯(lián)系讓車間加速生產(chǎn)，在規(guī)格溝通上可能有傳達(dá)錯誤，導(dǎo)致問題發(fā)生。
Why does the salesclerk contact manufacturing directly to begin production as opposed to following company procedure?
為什么售貨員直接聯(lián)系生產(chǎn)團隊進行生產(chǎn)，因為這樣做沒有遵循公司的正常程序？
Because the sales director’s approval is required before production can begin. This slows down manufacturing or even stops it completely.
因為在生產(chǎn)之前，比武得到銷售總監(jiān)的批準(zhǔn)。這會讓生產(chǎn)減緩，甚至直接停止。
Why does the paperwork contain a sanction for the sales director?
文件為什么需要得到銷售總監(jiān)的批準(zhǔn)？
Because the sales director requires frequent updates to be discussed with the CEO.
因為銷售總監(jiān)被要求經(jīng)常向首席執(zhí)行長提供信息供討論。
Here’s another example of how the 5 Whys can be used (in an altogether different situation!).
以下是5Why如何能被使用的另一個例子（完全是不同的情況）。
王小五
Why won’t your car start? A – There’s no gas.
為什么汽車無法啟動？
李小男
There’s no gas.
因為沒汽油了。
王小五
Why is there no gas?
為什么沒汽油？
李小男
You didn’t buy any.
因為沒買。
王小五
Why didn’t you buy any?
為什么沒買汽油？
李小男
You didn’t have any cash at the time.
因為當(dāng)時沒有帶現(xiàn)金。
王小五
Why didn’t you have cash to buy gas?
為什么沒有現(xiàn)金買汽油？
李小男
You lost your wallet.
因為錢包丟了。
王小五
Why did you lose your wallet?
為什么錢包丟了？
李小男
There’s a hole in your coat pocket.
因為外套口袋破了一個洞。
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