- Sunil Kumar Acharya
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‘5 Why’ is a simple and effective way to get to the real root cause of a problem, rather than just looking at the outer shell of a problem and looking for an immediate solution.
History R Development}
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- Beginning: This method was developed in the 1930s by Sakichi Toyoda, the founder of Toyota Motor Corporation, to solve machinery problems.
- popular:} As Toyota’s head of production, Taiichi Ohno, noted in his famous book ‘Toyota Production System: Beyond Large-Scale Production’}, asking ‘Why?’ five times in a row to any problem reveals both the real cause of the problem and the permanent solution.
- Modern Experiment:} At present, this technology is not only limited to cable production but has also become an integral part of managerial systems such as Kaizen, Lean Manufacturing, and Six Sigma.
Eric Rice has shown the special importance of this method in his famous book ‘The Lean Startup’. Since new businesses or startups have limited resources and resources, mishandling the problem can lead to great losses. The ‘5 Whys’ technology helps startups find the root of complex problems and implement effective countermeasures at a low cost and in a short time.
5 Why Technique:
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Problem Identify {TAG_CLOSE_span_246}}
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Why is this happening? Corrective measures
Why did that happen? Answer: Corrective measures
Why did that happen? Answer: Corrective measures
Why did that happen? Answer Corrective measures
Why did that happen? Answer: The root cause
When the problem appears, a way is to ask a consistent “why?” question to find out “What is the root cause?” rather than “Who is to blame?”
Problem
Assembly }{TAG_CLOSE_strong_494}}}{TAG_CLOSE_strong_493}}Robotic Assembly Robot {{TAG_OPEN_strong_490}{TAG_CLOSE_strong_490}}}.
5 Whys Analysis }
1 First ‘Why’ : Why did the robot stop?
Cause:{ circuit overloaded and fuse blown.
Corrective{ Solution} : Insert a new fuse and start the robot immediately.
2}. second ‘Why’ : circuit overloaded?
Cause: There was not enough lubrication (oil) in the bearing, causing the bearing to jam.
Corrective{ Remedy: Clean the bearings and immediately add new mobil/grease.
3. Third ‘Why‘: Why didn’t the lubrication reach the bearing?
Reason: The robot’s oil pump was not pumping enough oil.
Corrective Remedy: Repair or servicing of an oil pump.
4. Fourth ‘Why’: Why was the oil pump not working?
Cause: The pump’s intake filter was avoided by metal shavings.
Corrective{ Solution}: Cleaning the filter and changing the filter.
5. Fifth ‘Why’ (Main Cause – Root Cause): Why did metal fragments accumulate in the filter?
Cause: The pump did not have a proper mesh filter or regular maintenance checklist to filter out metal particles.
Corrective{ Solution:{ Install a high quality filter on the pump and implement an SOP (Standard Operating Procedure) that checks the pump every week.
car }}{TAG_CLOSE_strong_447}}importance
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- If only the fuse had been changed and released, the robot would have shut down again in a few hours. 5 Whys provides a permanent solution by finding the root cause of the problem.
5 Technique: {Insurance Agent{ Efficiency {Improvement
5 Why Technology is an effective method of problem solving that helps to find out the main reason for the problem by repeatedly asking the question “Why?” It can be used to improve the efficiency of your team’s life insurance agents as follows:
Example: Sales Target Complete Problem Identity
Problem: Sales Target Complete {{TAG_OPEN_strong_425}.
5 }{TAG_CLOSE_strong_422}}Applicable }{}{
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1. First Why: “Why is the sales target not met?”
Answer: Agents are not contacting enough potential clients.
Corrective{ Measures: { Setting a minimum daily or weekly contact target for agents. Introducing a general reporting or logbook system to track daily activity, conducting practice sessions related to prospecting.
2. Second }Why: “Why aren’t agents contacting enough potential clients?”
Answer: They are hesitant to contact new customers.
Corrective Remedy: Role-play in the office to overcome the fear and hesitation of agents and send a senior or manager to the first few meetings with an experienced senior or manager (joint fieldwork).
3. Third Why:“Why are they hesitant to contact new customers?”
{{TAG_OPEN_strong_403}Answer: They lack confidence in the knowledge of life insurance plans.
Corrective{ Remedy: Prepare and distribute a ‘Product Pitch Sheet’ (abstract) that is easy to understand the main features, benefits and comparisons of all life insurance plans. To conduct short and regular quizzes or review sessions to test the knowledge of the plans.
4. Fourth Why: “Why do they lack confidence in their knowledge of life insurance plans?”
Answer: They have not received enough training and materials.
Corrective{ Measures: Immediately provide training modules, brochures, and digital sales materials required by all agents. Arrange for mandatory orientation & product training for new agents.
5. Fifth Why: “Why haven’t they received enough training and materials?”
Answer: The training schedule is irregular and does not focus on practical challenges.
Corrective Solution: Create a fixed and regular yearly/monthly training calendar. Restructure the training based on practical challenges, Objection Handling, Sales Skills, and real market examples rather than just theoretical ones.
Main Cause Solution}
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- Organize regular and practical training sessions.
- Prepare easy-to-understand content about insurance plans.
- Do joint field work and get training in prospecting.
- Perform role-play{ exercises to increase confidence in talking to customers.
This “5 Whys” is very useful to find out the root of the problem. The “5 Whys” not only find out the superficial needs of the prospect, but also the real needs, feelings, and priorities behind them, such as:
Potential } } {TAG_CLOSE_strong_380}}Life } {{TAG_OPEN_strong_377}. ”
First Why: Why do you think you don’t need life insurance right now?
Prospect } Possible Reply{: My income is fine, the family is running.
Second Why: Did you say you don’t need insurance because the income is good?
Prospect to Possible Reply{: Yes, I am taking care of the family expenses myself.
Third Why: If your source of income is temporarily stopped, how will the family’s expenses run?
Prospect } Potential Reply{: can run for some time.
Fourth Why: How long can savings sustain the family’s regular expenses?
Prospect to Possible Reply{: Probably for 1–2 years.
Fifth Why: In your absence, are there enough provisions for your children’s education, credit, and long-term financial security for your family?
Prospect } Possible Reply{: is not planned separately for that.
Agent: ” So, Sir/Madam, we are not just talking about buying insurance. We are talking about creating a safety plan so that the financial responsibility that you have now for the family will continue even when you are not there. “
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Prospect’s statement → reason → deep cause → the real problem → emotional need → solution
Therefore, we need to find out the customer’s WHY and sell him the insurance plan as per his requirement.
Example 2: “Malai Nepal{ Living Insurance Above Believe . ”
1. First ‘Why?’:“Is there any specific reason why you distrust insurance?”
- Customer’s Reply{: “When a claim is made, life insurance companies struggle to make payments and the process becomes very cumbersome. “
- Corrective Remedy{: To make it clear that the claims process is simple and transparent, the company’s Regular Claim{ PaymentRatio{{TAG_CLOSE_strong_ 311}} (Claim Settlement Ratio) Showing the figures.
2}. Second ‘Why}’: }”How did you realize that claims are being paid?”
- Customer Reply{: “When a friend’s family claimed, the company asked for various documents and was months late to get paid. “
- Corrective Remedy: Clearly state the checklist of documents required for the claim at the outset and explain that the main reasons for the delay (incorrect or incomplete documentation) are the main reasons for the delay.
3}. Third ‘Why‘: }”Why did your friend have such delays and problems with claim payment?”
- Customer Reply{: “When insured, the agent sold easily saying ‘nothing, all is available’, but later came to know about the terms and conditions at maturity or claim. “
- Correct Remedy: When filling out the Insurance Proposal Form, please sign the Terms (Terms & Conditions), Exclusions, and Regulations only after clearly reading/explaining them.
4. Fourth ‘Why‘: “Why don’t agents explicitly state all the terms and conditions at the outset?”
- Customer Reply{: “They are in a hurry to earn a commission by selling the policy, not paying attention to the after-sales service or accurate information. “
- Corrective Measures: Agents to practice need-based selling and ethical selling; Making customer safety, not just commissions, the main goal.
5. Fifth ‘Kin‘ (Root Cause – Root Cause: “Why is there such opacity and haste in the sales process?”
- Customer Response: “Agents are under pressure to meet targets, but lack a system to provide them with complete knowledge, quality training, and improve after-sales customer service.” “
- Corrective Remedy: Mandatory and continuous Product Knowledge & Claim Process Training{ for agents. When handing over a Policy Bond to a customer, implement a system of cross-checking the terms and conditions through “Welcome Call” or Verification Call{.
Probable Root Cause
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- The problem of trust is not just a misconception of the customer; it can be related to various aspects such as transparency, accurate information, ethical selling, claims experience, and after-sales customer service.
- Therefore, before a potential customer can say “this is wrong” when selling life insurance, he or she should find out what the root cause of the assumption is and solve it. Sometimes one or two “why?” questions can determine the root cause, while sometimes more than five questions may need to be asked.
This technology helps you get to the root of problem solving and helps establish a culture of continuous improvement in your team.
(The writer is Head of Training Department of IME Life Insurance Company) )
