Thanks for the questions, Amelia. I'm interested in the views of other participants on these questions but to get started I'd suggest the following ideas:

1. In line with the KIS principle (Keep It Simple!), and the fact that the 5-Whys will tend to focus in on a single root cause, this might be the first approach to try. But if multiple, overlapping causes start to show up, then the Fishbone technique, although it may take longer and use more resources, would likely provide a more effective analysis. Both techniques, when used properly, should provide enough information to identify the solution.

2. This would likely vary depending on the nature of the problem being examined, but also the culture of the organisation. Think of problem-solving meetings where people at different levels in the organisation participate. The "lower levels" may be there to provide their practical experience of the issue - but do they feel free to contribute, or even challenge the established way of doing things? Peer groups making recommendations to management might be the best way to go in some organisations. In others, people of all levels might be able to work together on a diagnosis and fix.

Can any participants give their experiences of these different ways of problem solving?