Toyota Way Fieldbook : A Practical Guide for Implementing Toyota's 4Ps

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.

Chapter 14. Develop a Thorough Understanding 331

True Problem

Point of Recognition

Point of Cause

(Where the problem

physically occurs)

Exploration of the

perceived problem may

lead to discovery of a

Larger Problem

Solving a Larger Problem
may yield different
opportunities for solution

Therefore....

Moving towards

understanding the True

Problem

(The "perceived problem")

5 Whys?

Moving toward solutions

Root Causes

(Solving will correct

the True Problem)

Figure 14-4. The problem-solving continuum