Every organization faces challenges. Missed deadlines, declining performance, quality issues, communication breakdowns, or frustrated customers are all common symptoms of deeper problems. Yet too often, leaders spend their time treating the symptoms instead of addressing what’s really causing them.
In his presentation on Root Cause Analysis, leadership consultant Les Landes of Landes & Associates explains why solving the right problem is often more important than solving the problem quickly. By using practical tools and asking better questions, organizations can eliminate recurring issues, improve processes, and create a culture of continuous improvement.
Why We Get Stuck
According to Les, one of the biggest obstacles to improvement is human nature. We all want better results, but we’re also creatures of habit. Change requires effort, and our routines often keep us doing things the same way—even when they aren’t working.
He identifies two common reasons organizations struggle to improve:
* We avoid improvement because changing habits is difficult.
* We overlook opportunities because we’re focused only on what’s immediately in front of us.
The solution isn’t a massive transformation overnight. Instead, improvement comes through consistent, intentional routines that help teams identify small opportunities to get better every week.
Stop Treating Symptoms
One of the presentation’s biggest messages is simple:
Symptoms aren’t the problem.
Les uses several humorous examples to illustrate this point—from covering a check engine light instead of fixing the car to sweeping problems under the rug. While entertaining, these examples reflect a reality many organizations face every day.
When businesses rush to solve the first issue they see, they often spend more time and money fixing the same problem repeatedly because the underlying cause was never addressed.
Root cause analysis shifts the focus from reacting to symptoms to preventing them altogether.
Tool #1: The Fishbone Diagram
One of the most effective tools Les introduces is the Fishbone Diagram, also known as the Ishikawa Diagram.
Rather than looking for a single explanation, the Fishbone Diagram encourages teams to explore multiple categories that could contribute to a problem, such as:
* People
* Processes
* Equipment
* Materials
* Measurements
* Environment
By organizing possible causes visually, teams can move beyond assumptions and investigate the factors that truly influence performance.
The goal isn’t to assign blame—it’s to uncover patterns and identify where meaningful improvements can be made.
Tool #2: The Five Whys
Another simple but powerful technique is the Five Whys.
Instead of accepting the first answer, teams repeatedly ask “Why?” until they uncover the fundamental cause of an issue.
For example:
* The car won’t start.
* Why? The battery is dead.
* Why? The alternator isn’t charging it.
* Why? The alternator belt broke.
* Why? It was never replaced.
* Why? The vehicle wasn’t maintained properly.
The dead battery wasn’t the real problem at all. Poor maintenance was.
This approach reminds us that the first explanation is often only the beginning of the investigation.
A Famous Example: The Jefferson Memorial
One of the presentation’s most memorable stories involves the Jefferson Memorial in Washington, D.C.
The memorial’s stone exterior was deteriorating because it required frequent high-pressure cleaning to remove bird droppings. At first glance, the birds appeared to be the problem.
But asking “Why?” revealed something much deeper:
* Birds were eating spiders.
* Spiders were feeding on insects.
* Insects were attracted by the lights illuminating the memorial at night.
Instead of spending more money on cleaning or trying to eliminate the birds, officials simply delayed turning on the lights by one hour.
The result?
Insect populations dropped dramatically, bird activity decreased, cleaning requirements were reduced, and energy costs fell as an added bonus.
It’s a perfect example of how solving the true root cause often leads to simpler, less expensive solutions.
Processes Matter More Than People
Perhaps the most important leadership lesson in the presentation is this:
Most organizational problems are process problems—not people problems.
When something goes wrong, it’s easy to blame individuals. But sustainable improvement comes from examining how work is designed and asking whether the process itself is setting people up for success.
Les recommends documenting current processes, identifying pain points, testing improvements, and reviewing results regularly.
Simple tools like sticky notes, process maps, and team discussions can reveal bottlenecks that would otherwise remain hidden.
Build a Culture of Continuous Improvement
Root cause analysis isn’t just a troubleshooting method—it’s a mindset.
Organizations that improve consistently don’t wait for major crises before making changes. Instead, they encourage employees to look for small improvements every day.
Les suggests regular team huddles where employees review performance, discuss challenges, identify improvement ideas, assign action items, and celebrate progress.
These small, consistent conversations create momentum that compounds over time.
Final Thoughts
The biggest takeaway from Les Landes’s presentation is that better solutions begin with better questions.
Whether you’re leading a business, managing a department, or improving your own work, resisting the urge to jump to conclusions can save enormous amounts of time, money, and frustration.
By using tools like the Fishbone Diagram, the Five Whys, and structured process reviews, organizations can move beyond temporary fixes and create lasting improvements.
The next time a problem appears, don’t just ask how to fix it.
Ask why it happened in the first place.
The answer may surprise you—and it may be much easier to solve than you expected.
Check out the full 17 minute presentation here: Better Problem Solving with Root Cause Analysis | St. Louis Small Business Expert, Les Landes
Contact Les:
Les Landes
Landes & Associates
leslandes@landesassociates.com
314-664-6497 (Business)
www.landesassociates.com
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