Fixing the cause: failed parts, repeat faults and five whys

Skills you'll practise

• Distinguish the symptom, the failed part, the cause and the root cause of a fault
• Examine a failed part and the surrounding equipment for evidence before fitting a replacement
• Identify repeat failures from service history and callout data
• Use the five whys with evidence at each step, and state its main limitations
• Choose a countermeasure that addresses the root cause, and give the customer the facts for a repair-or-replace decision

Course outline

1. 1.Fixing the cause: failed parts, repeat faults and five whysVideo · 2 min
2. 2.The failed part is not always the causeLesson · 15 min
3. 3.Repeat failures and the five whysLesson · 15 min
4. 4.Fixing it for good and closing the loopLesson · 15 min
5. 5.Fixing the cause: failed parts, repeat faults and five whys: knowledge checkKnowledge check · 16 questions
6. 6.Fixing the cause: failed parts, repeat faults and five whys: practical exerciseKnowledge check · 1 question
7. 7.Final exam9 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Five whys (overview of the technique, its origin at Toyota and its known limitations)
• Your organization's field service procedures, the manufacturer's instructions and the customer's site rules (these govern)