The 5 Whys is a simple yet powerful technique developed by Sakichi Toyoda, a founder of Toyota Industries, as part of the Toyota Production System. This method involves asking "why?" five times (or as many as needed) to delve into the root cause of a problem. While originally designed for technical problem-solving, the 5 Whys has transcended industries and can also be applied to enhance human relationships.
In this article, we’ll explore how the 5 Whys technique is used to:
Strengthen human connections through deeper understanding.
Diagnose technical problems, such as WAN outages.
Highlight the necessity for modern networking solutions like SD-WAN.
How the 5 Whys Enhances Human Relationships
In human interactions, misunderstandings often arise from superficial communication. By using the 5 Whys technique, we can uncover the deeper motivations, emotions, or circumstances behind a person's behaviour or statements.
For example:
Observation: A team member frequently misses deadlines.
Why? They seem disengaged.
Why? They feel overwhelmed by their workload.
Why? They lack clear priorities.
Why? Their manager hasn’t provided detailed guidance.
Why? The manager assumed they were already experienced in task management.
This line of questioning helps identify a root cause that can lead to meaningful solutions, such as offering better communication or additional support.
The 5 Whys builds trust by demonstrating genuine curiosity and concern, rather than jumping to conclusions or assigning blame.
Using the 5 Whys to Analyze WAN Outages
When applied to technical problems, the 5 Whys technique is a robust tool for identifying root causes. Let’s look at an example of diagnosing a WAN outage:
Observation: The WAN link to a branch office is down.
Why? The primary link failed.
Why? The ISP’s connection was disrupted.
Why? Maintenance work damaged a fibre line.
Why? The provider did not notify the business about scheduled maintenance.
Why? The ISP lacks a robust communication protocol for notifying customers.
The root cause reveals a systemic issue with the ISP’s communication practices, prompting a review of SLAs and service provider contracts.
How the 5 Whys Justifies SD-WAN Implementation
The insights gained from the 5 Whys often expose vulnerabilities in traditional WAN setups, such as:
Single Points of Failure: Outages caused by the failure of a single ISP link or device.
Lack of Redundancy: No failover mechanism in place to maintain connectivity during outages.
Poor ISP Communication: No proactive updates on maintenance or outages.
Inflexibility: Difficulty routing traffic or switching providers due to rigid configurations.
SD-WAN, like Fusion's solution, addresses these challenges by providing:
Redundancy: By bonding multiple broadband, LTE, or fibre connections, SD-WAN ensures seamless failover during outages.
Centralised Management: Administrators can monitor and manage the network from a single dashboard, identifying and resolving issues proactively.
Intelligent Routing: Real-time traffic steering ensures that critical applications maintain optimal performance, even during partial outages.
Encryption and Security: SD-WAN overlays secure data in transit, mitigating risks exposed by unreliable last-mile ISPs.
Using the 5 Whys to dissect WAN outages often reveals the need for these capabilities, providing a clear business case for SD-WAN adoption.
Applying the 5 Whys for Better Outcomes
Here’s a practical example:
Scenario: A business experiences recurring WAN outages.
Why is the network unreliable? The primary ISP link frequently fails.
Why does the ISP link fail so often? The provider has poor infrastructure in the region.
Why hasn’t the business switched ISPs? The existing WAN setup is inflexible and vendor-dependent.
Why hasn’t the business updated its WAN architecture? There’s no perceived alternative to MPLS or VPN-based solutions.
Why hasn’t the business considered SD-WAN? They’re unaware of the cost savings and performance benefits it offers.
This questioning highlights that the real issue isn’t just ISP failures—it’s the limitations of the current WAN architecture. SD-WAN becomes the logical solution to address these challenges.
Wrap | The Power of Asking "Why?"
The 5 Whys technique demonstrates its versatility by improving both human relationships and technical operations. In personal contexts, it fosters empathy and trust, while in technical scenarios, it digs deep into root causes to drive lasting improvements.
For businesses, applying the 5 Whys to WAN outages often uncovers systemic issues that legacy systems cannot address. This analysis paves the way for implementing advanced solutions like SD-WAN, ensuring better network reliability, cost-efficiency, and security.
By embracing tools like the 5 Whys and innovative technologies like Fusion’s SD-WAN, businesses can solve complex challenges and lay the groundwork for more resilient and efficient operations.
Ronald Bartels ensures that Internet inhabiting things are connected reliably online at Fusion Broadband South Africa - the leading specialized SD-WAN Last Mile provider in South Africa. Learn more about the best SD-WAN in the world: 👉Contact Fusion✈️
