5whys
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Translation
ChineseFive Whys Analysis
五问法分析
Perform iterative root cause analysis by asking "why" repeatedly until you reach the underlying cause.
通过反复询问“为什么”进行迭代式根本原因分析，直到找到根本原因。
Instructions
操作说明
Start with the stated problem and ask "why" it occurred. For each answer, ask "why" again. Continue until you reach a root cause that:
- Is actionable (you can do something about it)
- Is fundamental (asking "why" further leads to abstract/unhelpful answers)
- Explains the chain of causation
Typically this takes 5 iterations, but may be fewer or more.
从明确的问题出发，询问“为什么会发生这个问题”。针对每个答案，再次询问“为什么”。持续这个过程，直到找到满足以下条件的根本原因：
- 可采取行动（你可以针对它做些什么）
- 具有根本性（再问“为什么”会得到抽象或无用的答案）
- 能够解释因果链
通常这个过程需要5次迭代，但也可能更少或更多。
Output Format
输出格式
Problem Statement
Restate the problem clearly and specifically.
Why Chain
| Level | Question | Answer |
|---|---|---|
| 1 | Why did [problem]? | [Answer 1] |
| 2 | Why did [Answer 1]? | [Answer 2] |
| 3 | Why did [Answer 2]? | [Answer 3] |
| 4 | Why did [Answer 3]? | [Answer 4] |
| 5 | Why did [Answer 4]? | [Root Cause] |
Root Cause
The fundamental issue identified. Explain why this is the root (not just another symptom).
Branches (if applicable)
If multiple valid answers exist at any level, show the branching analysis.
Corrective Actions
- Immediate: What to do now to address the symptom
- Systemic: What to change to prevent recurrence
Verification
How will you confirm the root cause is correct? (Test the hypothesis)
问题陈述
清晰、具体地重述问题。
为什么链条
| 层级 | 问题 | 答案 |
|---|---|---|
| 1 | 为什么会发生[问题]？ | [答案1] |
| 2 | 为什么会发生[答案1]？ | [答案2] |
| 3 | 为什么会发生[答案2]？ | [答案3] |
| 4 | 为什么会发生[答案3]？ | [答案4] |
| 5 | 为什么会发生[答案4]？ | [根本原因] |
根本原因
确定的核心问题。解释为什么这是根本原因（而不只是另一个表象）。
分支分析（如适用）
如果在任何层级存在多个合理答案，请展示分支分析。
纠正措施
- 即时措施：现在需要做什么来解决表象问题
- 系统性措施：需要做出哪些改变来防止问题再次发生
验证方法
如何确认根本原因是正确的？（验证假设）
Guidelines
指导原则
- Each answer should be factual and verifiable
- Avoid blame ("John didn't do X")—focus on systems and processes
- If you're guessing, note it as a hypothesis to verify
- Watch for circular logic
- It's okay to branch if there are multiple valid causes
- Stop when further "why" questions become philosophical or unhelpful
- 每个答案都应基于事实且可验证
- 避免指责（如“约翰没有做X”）——关注系统和流程
- 如果是猜测，请注明这是需要验证的假设
- 注意避免循环逻辑
- 如果存在多个合理原因，可以进行分支分析
- 当进一步的“为什么”问题变得哲学化或无意义时，停止分析
Examples
示例
Software Bug
软件漏洞
Problem: Users are seeing 500 errors on the checkout page
| Level | Question | Answer |
|---|---|---|
| 1 | Why are users seeing 500 errors? | The payment service is timing out |
| 2 | Why is the payment service timing out? | Database queries are taking >30 seconds |
| 3 | Why are database queries slow? | The orders table has 50M rows and no index on customer_id |
| 4 | Why is there no index? | The table was created before we had this query pattern |
| 5 | Why wasn't an index added when the query was added? | No database review process for new queries |
Root Cause: Missing process for database review when adding new query patterns.
Corrective Actions:
- Immediate: Add index on customer_id
- Systemic: Add database review checklist to PR template
问题：用户在结账页面看到500错误
| 层级 | 问题 | 答案 |
|---|---|---|
| 1 | 用户为什么会看到500错误？ | 支付服务超时 |
| 2 | 支付服务为什么会超时？ | 数据库查询耗时超过30秒 |
| 3 | 数据库查询为什么慢？ | 订单表有5000万行数据，且没有customer_id索引 |
| 4 | 为什么没有索引？ | 创建该表时还没有这种查询模式 |
| 5 | 添加查询时为什么没有添加索引？ | 没有针对新查询的数据库审核流程 |
根本原因：添加新查询模式时缺少数据库审核流程。
纠正措施：
- 即时措施：为customer_id添加索引
- 系统性措施：在PR模板中加入数据库审核检查清单
Customer Churn
客户流失
Problem: Enterprise customer canceled after 6 months
| Level | Question | Answer |
|---|---|---|
| 1 | Why did the customer cancel? | They said the product wasn't delivering value |
| 2 | Why wasn't it delivering value? | They only had 12% feature adoption |
| 3 | Why was adoption so low? | Users weren't trained on key workflows |
| 4 | Why weren't users trained? | Onboarding ended after technical setup |
| 5 | Why does onboarding end at setup? | Success team is understaffed; prioritizes new sales |
Root Cause: Success team capacity forces them to end onboarding prematurely.
Corrective Actions:
- Immediate: Reach out to at-risk accounts with training
- Systemic: Hire success capacity; redefine onboarding to include adoption milestone
$ARGUMENTS
问题：企业客户在6个月后取消订阅
| 层级 | 问题 | 答案 |
|---|---|---|
| 1 | 客户为什么取消订阅？ | 他们表示产品没有带来价值 |
| 2 | 为什么产品没有带来价值？ | 他们的功能使用率仅为12% |
| 3 | 为什么使用率这么低？ | 用户没有接受关键工作流程的培训 |
| 4 | 为什么用户没有接受培训？ | 入职流程在技术设置完成后就结束了 |
| 5 | 为什么入职流程在设置完成后就结束？ | 成功团队人手不足；优先处理新销售 |
根本原因：成功团队的人力限制导致他们提前结束入职流程。
纠正措施：
- 即时措施：联系高风险客户提供培训
- 系统性措施：增加成功团队人手；重新定义入职流程，将使用率里程碑纳入其中
$ARGUMENTS