By Marie-Claude Turcotte, B.Ed., MBA
“You can't improve what you don't measure.” – W. Edwards Deming
“You can't improve what you don't understand.” – Marie-Claude Turcotte
In a world where pressure on margins is constant, companies seek to reduce costs without compromising quality or efficiency. However, a common mistake is to look for quick fixes without taking the time to understand the problem in depth. This approach often leads to illusory savings or even additional losses.
The Quick Fix Reflex
Imagine an employee pushing a wheelbarrow with a square wheel. He struggles, exhausts himself, but refuses to try a round wheel that is offered to him. This image illustrates what happens in many organizations: we continue to do things the way we always have, even if they are inefficient, simply because we haven't taken the time to question the current way of doing things.
This quick fix reflex is understandable: managers are in a hurry, teams are overwhelmed, and results must be delivered. But jumping to conclusions too quickly can be costly. A poorly targeted solution can exacerbate the problem or create new ones.
Understand Before You Act: The 5W2H Method
To avoid these pitfalls, you need to start by understanding the problem. A simple and effective way to do this is the 5W2Hmethod, which involves asking seven fundamental questions:
- What is affected ?
- Who is involved ?
- Where is it occurring ?
- When does it occur to you ?
- How does it manifest itself ?
- How much does it cost or how much does it affect operations ?
- Why is the problem occurring ?
These questions help paint a complete picture of the situation. They force you to slow down, think, observe, and document. This process may seem long or unnecessary to some, but it is essential to avoid false leads.
The Importance of Rigorous Analysis
A rigorous analysis of root causes is often overlooked. We identify a symptom, propose a solution, and move on. But without a clear understanding of the problem, we risk treating the effects rather than the causes.
Let's take a concrete example: a company notices an increase in customer returns. A quick reaction might be to add quality control at the end of the line. But by applying 5W2H, we realize that the problem stems from a misinterpretation of specifications at the start of production. The solution will, therefore, not be additional control, but clarification of requirements and better training for operators.
Reducing Costs Through Understanding
When you understand a problem well, the solutions become more relevant, more sustainable, and often less costly. You avoid waste, rework, wasted time, and frustration. You improve quality, operational flow, and customer satisfaction.
Cost reduction then becomes a natural consequence of good problem-solving. It is not a hunt for expenses, but an intelligent optimization of processes.
A Strategic Skill
The ability to clearly define a problem and analyze its causes is a strategic skill. It enables better decisions to be made, the right resources to be mobilized, and a culture of continuous improvement to be built. It transforms teams into agents of change, capable of questioning the obvious and proposing innovative solutions.
This skill is based on rigour, curiosity, and a certain humility: the humility to accept that we don't know everything and that sometimes we need to go back to simple questions in order to move forward.
Conclusion: the round wheel exists
The 5W2H method is not revolutionary. It is simple, accessible, and yet often overlooked. It allows you to ask the right questions, avoid dangerous shortcuts, and build solid solutions.
So, if you feel that your company is pushing a wheelbarrow with square wheels, take the time to stop. Ask the right questions. The round wheel exists. Sometimes you just have to try it.