HDI Support Center Analyst Practice Exam 2025 – The Comprehensive All-in-One Guide for Exam Success!

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What is the purpose of the '5 Whys' technique?

To develop better product features.

A root cause analysis method to explore the underlying cause of a problem by asking "why" five times.

The '5 Whys' technique is a powerful root cause analysis method that seeks to identify the fundamental reasons for a problem by consecutively asking "why" at least five times. Each question steers the investigation deeper into the underlying cause, moving beyond surface-level symptoms. This approach is particularly effective in troubleshooting and process improvement, as it enables analysts and teams to uncover issues that may not be immediately apparent.

By using this technique, analysts can trace back the sequence of events or conditions that led to a particular issue, allowing them to implement solutions that address the root cause rather than simply treating the symptoms. This thorough understanding of the problem is crucial in support environments where effectively resolving customer issues is a priority in order to enhance overall service quality and prevent recurrence.

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To create user satisfaction surveys.

To speed up response times for tickets.

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