ANSWER

The Repeatedly Ask Why technique starts with the original problem statement and asks ‘Why’ to identify a new problem statement.  The Business Analyst continues to ask why to each new problem statement until he or she arrives at what is clearly the principle problem.

This technique is so natural that all of us have used it as toddlers.  Using the ‘Repeatedly Ask Why’ technique allows the Business Analyst to overcome any assumptions that may have been made when developing the original problem statement.  So revert back to that 2 year old kid and ask ‘Why’.

Example:

• We need a new cafeteria vendor at our company campus.  – Why?
• Because the quality of the food continues to get worse.  – Why?
• Because they keep reusing leftovers and using lower quality products.  – Why?
• Because they are trying to make enough money to be profitable.  – Why?
• Because over the last few months fewer people have been going to the cafeteria.  – Why?
• Because we had layoffs and there are less people on our company campus.

At this point we can identify that the principle problem is the layoffs resulting in fewer people using the cafeteria.  No matter what vendor you hire, they will have troubles being profitable under these conditions.  So the original problem statement stating that a new vendor is needed is incorrect.