Page 356 - The Toyota Way Fieldbook

Chapter 14. Develop a Thorough Understanding 331

True Problem

Exploration of the
perceived problem may Therefore….
lead to discovery of a Moving towards
Larger Problem understanding the True
Problem
Solving a Larger Problem
may yield different Point of Recognition
opportunities for solution
(The "perceived problem")
5 Whys?
Moving toward solutions

Point of Cause
(Where the problem
physically occurs)

Root Causes
(Solving will correct
the True Problem)

Figure 14-4. The problem-solving continuum

2. Taking a larger view opens the possibility of solving the true problem by
correcting causes in addition to the ones initially identified.
3. The lower-level cause identified may be very difficult to correct (which is
why it is perceived as the biggest problem), and focusing only on this dif-
ficult condition will preclude consideration of larger and easier causes,
which lead to greater opportunity.
The following was an actual conversation between a Toyota sensei (teacher)
and a process engineer at an automotive parts plant. It examines the challenge
of shifting focus from the perceived problem to the true problem.
Sensei: What is the problem in your area?
Engineer: The welding robot keeps breaking down. (The perception of the
“problem” is based on personal experience and the person’s role.)
Sensei: Are you sure that is your problem?
Engineer: Yes. It breaks down all the time. We’ve tried various things to correct
it but have had only limited success. We need to get a new robot. (Notice
the jump to a solution.)
Sensei: I am not sure that is your real problem.
Engineer: Yes it is. It has been the problem for a long time. We have data to
show how much it breaks down.