A tradition of excellence The 5 Whys An

A tradition of excellence The 5 Whys: An Introduction January 21, 2014 TR-823 REV / Restricted Proprietary Information. Marvin Group proprietary rights are included in the information disclosed herein. Recipient by accepting this document agrees that neither this document, nor the information disclosed herein, nor any part thereof shall be reproduced or transferred to other documents or used or disclosed to others for manufacturing or for any other purpose except as specifically authorized by Marvin Engineering.

Motivation PAGE 2 § When something goes wrong, we tend to see it as a crisis and seek to blame. § The majority of the corrective action responses we receive from our suppliers stop their problem analysis at the operator or inspector level. § A better way is to see it as an opportunity to learn about our system and processes, and how to make it harder for someone to make a mistake. § Today we will learn the technique of asking “Why” five times to discover why the process failed. TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com

Introduction to the 5 Why Method PAGE 3 Overview The 5 Whys is a method to explore cause and effect relationships. We peel away the symptoms to identify root causes. • Engage employees directly involved with the problem • Analyze the process to discover weaknesses that: ü Cause the defect ü Waste our time ü Hurt our company’s reputation ü Eat our profits TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com

Introduction to the 5 Why Method PAGE 4 Overview • Assume any problem is preventable and worth preventing • Problems are caused by weak or poorly defined processes more than individual incompetence • Commit to making an investment in the corrective action(s) needed to eliminate the defect • INTENT - Make it harder for someone to make a mistake Start TR-823 REV / - 01/21/2014 © The Marvin Group 2013 m Boo www. marvingroup. com Finish

Five Whys Preparation PAGE 5 Five Whys is one of many Root Cause Analysis Tools Problem Root Causes Root Cause analysis Tool Examples: Ø 5 Whys ØCause Map Not Recommended: ØCause & Effect Diagram (Fishbone) TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com Corrective Actions

Five Why – A Simple Example Ask “Why? ” about 5 times and you will likely discover a systemic cause for the problem. Problem - Flat Tire § § § § TR-823 REV / - 01/21/2014 © The Marvin Group 2013 Why? Why? Condition There is a tack in the tire Action Car ran over tacks Condition Tacks on garage floor Box of tacks on shelf split open Action Condition Box is wet Action Rain entered hole in roof Condition A roof shingle is missing Wind storm blew shingle off Action www. marvingroup. com PAGE 6

Five Whys Preparation PAGE 7 Marvin Engineering uses a 2 -legged 5 Why to addresses different systemic issues. Ø How was the problem created? Ø Why was the problem not detected? Failing to detect the nonconformity allowed it to escape to the customer. TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com

Five Whys Leg One PAGE 8 My car will not start The battery is dead Recharge the battery The alternator is not working The alternator belt broke Replace the belt The belt was old and beyond its useful service life Car was not maintained according to recommendations TR-823 REV / - 01/21/2014 © The Marvin Group 2013 Follow manufacturer recommendations www. marvingroup. com

Five Whys Leg Two PAGE 9 The quality system did not detect the defect Leg 2 is needed only when there is an escape. An escape is a defect that gets passed on undetected to the next work center and/or to the customer. TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com

Check Your Logic PAGE 10 My car will not start Why? The battery is dead Why? The alternator is not working Why? The alternator belt broke Why? The belt was old and beyond its useful service life Why? TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com Car was not maintained according to recommendations

Check Your Logic PAGE 11 Begin with the last Why. Read it, say the word “therefore, ” and continue backward to the first Why. My car will not start Therefor e The alternator is not working The battery is dead Therefor e The alternator belt broke Therefor e The belt was beyond its useful service life Therefor e My car was not maintained according to recommendations TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com

Deeper Whys Yield Better Solutions PAGE 12 Example: Jefferson Memorial Problem: The Jefferson Memorial is deteriorating Why? Too much washing Why? Excess bird droppings Why? Lots of spiders to eat Why? Lots of bugs to eat Why? Lights are switched on before dusk TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com

Deeper Whys Yield Better Solutions PAGE 13 Problem Statement: Jefferson Memorial is Deteriorating Why? Too much washing Why? Excess bird droppings Why? Lots of spiders to eat Why? TR-823 REV / - 01/21/2014 © The Marvin Group 2013 Too much washing was why the Memorial was deteriorating Bug Spray – Would eliminate the bugs, but introduces new problems (e. g. health concerns). Lots of bugs to eat Lights are switched on before dusk www. marvingroup. com Turn lights on ½ hour later – a less costly solution without side affects.

Introduction to the 5 Why Method PAGE 14 Questions? TR-823 REV / - 01/21/2014 © The Marvin Group 2013 www. marvingroup. com