Volunteers are the backbone of nonprofit organizations, driving missions forward with their time, energy, and passion. But when engagement falters or retention drops, the effects ripple across programs, services, and operations. Addressing these challenges requires a thoughtful, structured approach—one that goes beyond surface-level fixes.
This is where Root Cause Analysis comes in. Root cause analysis helps organizations uncover the underlying causes of problems, ensuring that solutions address the source, not just the symptoms. In this article, we’ll explore how to use two essential root cause analysis tools: the 5 Why’s, a simple yet effective questioning method, and the Fishbone Diagram, a visualization tool that organizes potential causes for deeper analysis.
You’ll be guided step-by-step in applying these tools to show how they work together to pinpoint the root of complex challenges. Along the way, these concepts will come to life through a practical nonprofit scenario—an animal rescue grappling with declining volunteer retention—demonstrating how these root cause analysis can drive meaningful, lasting solutions.
A Non-Technical Business Analysis Approach to Nonprofit Decision Making
Before we dive into how-to use business analysis tools such as root cause analysis “5 Why’s”, let’s take a moment to discuss the benefits of applying this framework for nonprofit decision making.
Business analysis (BA) is a structured approach to identifying and solving problems within an organization. Business analysis is centered on understanding organizational needs and devising solutions to address those needs effectively. The goal of BA is to enable change by defining what the organization requires and recommending practical solutions that deliver value to stakeholders.
In other words, BA is all about helping your organization make positive changes by figuring out what it needs and suggesting practical solutions that benefit everyone involved.
The International Institute of Business Analysis (IIBA) is the professional accreditation association that sets global standards for the practice of business analysis. IIBA defines business analysis as “the practice of enabling change in an enterprise by defining needs and recommending solutions that deliver value to stakeholders”.
Business Analysis (BA) involves more than just working with numbers; it includes activities like process mapping, document analysis, job role analysis, stakeholder analysis, and many other tools and techniques. Although they are often confused, business analysis and business analytics are different. Business analytics specifically deals with analyzing data, which is what many people think of when they hear "business analysis." However, business analysis is much broader.
The Business Analysis Body of Knowledge (BABOK), which is published by the International Institute of Business Analysis (IIBA), provides a rich resource of techniques such as root cause analysis tools, including the 5 Why’s.
Root Cause Analysis: A Deeper Dive
At its heart, Root Cause Analysis is about asking the right questions to solve the right problems. Too often, decision makers organizations jump to solutions without understanding the true nature of the issue, leading to fixes that don’t last. This is true both of individuals as well as those engaged in group decision making processes.
Root cause analysis challenges this approach, providing a systematic way to dig deeper and uncover the underlying causes of a problem.
What Makes Root Cause Analysis Essential?
Root Cause Analysis isn’t just about fixing what’s broken—it’s also about preventing future issues. By addressing the root cause, organizations can:
Reduce the risk of recurring problems.
Allocate resources more effectively.
Improve overall operational efficiency.
This is particularly valuable in nonprofits, where limited budgets, heavy reliance on
volunteers, and evolving community needs can create complex challenges.
When to Use Root Cause Analysis Tools
According to Business Analysis this deeper analysis allows for two primary areas of application: reactive and proactive root cause analysis.
Reactive Root Cause Analysis focuses on diagnosing and resolving current problems. For example, declining volunteer retention rates might trigger a root cause analysis to uncover contributing factors.
Proactive Root Cause Analysis anticipates potential issues, allowing organizations to address them before they escalate. For example, a nonprofit could use root cause analysis to analyze risks when launching a new program to ensure its success.
How to Conduct Root Cause Analysis
BABOK 10.40 describes the four main activities of root cause analysis that guide decision making individuals and teams through a structured problem-solving process:
Problem Definition: Start with a clear, concise problem statement. For example, “Why is our volunteer retention rate declining?”
Data Collection: Gather information about the issue. This could include volunteer surveys, exit interviews, engagement metrics, or feedback from staff.
Cause Identification: Investigate contributing factors across three main categories:
People: Training gaps, unclear expectations, or lack of communication.
Processes: Inefficient onboarding, poor role design, or outdated procedures.
Resources: Limited funding, inadequate tools, or lack of staff capacity.
Action Identification: Based on the root cause, design targeted corrective actions to address the issue and prevent recurrence.
The 5 Why’s: Simple, Non-Technical Root Cause Analysis Tools
The 5 Why’s technique is an intuitive way to uncover the root cause of a problem by asking “Why?” repeatedly. Each answer builds on the previous one, peeling back layers until the underlying issue is revealed. This approach is ideal for nonprofits, where challenges often stem from human interactions, resource limitations, or organizational priorities.
How to Use the Five Why’s
Define the Problem: Write a clear problem statement to guide the discussion. For example, “Why are new volunteers leaving after six months?”
Ask Why: Start with the first “Why?” and document the answer.
Repeat: Use the previous answer to frame the next question. Continue until the root cause is identified.
Validate: Review the results to confirm the final answer truly represents the root cause.
Tip: The 5 Why’s works best in a group setting where diverse perspectives can enrich the process.
The Fishbone Diagram: Visualizing Root Cause Analysis
While the 5 Why’s helps drill down into causes, the Fishbone Diagram provides a visual way to organize and analyze contributing factors. Sometimes called an Ishikawa or Cause-and-Effect Diagram, this tool maps out potential causes in categories, making it easier to identify patterns and prioritize action areas.
How to Create a Fishbone Diagram
Write the Problem Statement: Place the issue at the head of the diagram.
Draw the Spine: Create a horizontal line extending from the problem statement.
Add Categories: Branch diagonal lines from the spine to represent key areas, such as People, Processes, Resources, and Policies.
Brainstorm Causes: Add smaller branches for specific causes within each category.
Analyze: Review the diagram to identify which causes warrant further exploration.
Validate: Use data to confirm the actual root causes.
Develop Solutions: Brainstorm corrective actions based on validated findings.
Scenario Case: Hopeful Hearts Animal Rescue
To put this into action, let's look at how the root cause analysis tools of the 5 Why's and the Fishbone Diagram can be used to diagnose an engagement and retention issue in a nonprofit organization.
Hopeful Hearts Animal Rescue is a hypothetical suburban nonprofit dedicated to rescuing and rehoming animals. They’ve long relied on a steady stream of volunteers to manage daily operations. However, over the past year, retention rates among new volunteers have dropped significantly.
Historically, one particularly dedicated volunteer, Marcy, has handled onboarding and mentorship, ensuring that new volunteers felt supported. Since her retirement early this year, the staff at the organization have struggled to fill this gap. This has left new volunteers feeling overwhelmed and disconnected.
Nonprofit Scenario: 5 Why’s Example
Presented with a compelling data story, the staff and leadership of Hopeful Hearts Animal Rescue use the 5 Why's to better understand the cause of the decline.
Q1: Why are new volunteers leaving after six months?
Answer #1: They feel unsupported and overwhelmed.
Q2: Why do they feel unsupported?
Answer #2: There’s no structured onboarding or mentorship.
Q3: Why isn’t there a system in place for onboarding and mentorship?
Answer #3: One volunteer has always taken care of it. Staff have lacked the time and resources to tackle it.
Q4: Why are staff resources stretched thin?
Answer #4: Operational demands consume most of their capacity.
Q5: Why hasn’t this gap been addressed?
Answer #5: Volunteer engagement has not been a strategic priority.
Nonprofit Scenario: Fishbone Diagram Example
The team at Hopeful Hearts also make use of the fishbone diagram technique to organize ideas for further analysis. The visualization helps to communicate the possible cause-and-effect relationships.
People: Lack of training and mentorship.
Processes: Inefficient onboarding systems.
Policies: No formal retention strategy.
Resources: Limited funding for volunteer management.
These insights revealed that the root cause wasn’t just operational—it was strategic. Volunteer engagement needed to be elevated as a priority for the organization to thrive.
Summary
Root Cause Analysis tools, such as the 5 Why’s and Fishbone Diagram, empowers nonprofits to tackle challenges at their core. For the nonprofit in the article scenario, the process illuminated a clear path forward: rebuilding their onboarding program, prioritizing mentorship, and integrating volunteer engagement into their strategic goals.
For nonprofit leaders, the lesson is simple: don’t stop at the symptoms. Techniques like root cause analysis ensure that your efforts address the real issues, maximizing resources and strengthening your mission.
Ready to get started? Identify a challenge in your organization today, and let the 5 Why’s guide your journey to meaningful, lasting change.
Roseanna Galindo is Principal at Periscope Business Process Analysis, specializing in organizational learning and development. She is dedicated to advancing data literacy, enhancing healthcare experiences, and empowering volunteer leaders. Explore Roseanna’s expertise and insights on her blog, The Periscope Insighter, starting with the opening post, "Venn the Time is Right."
Roseanna offers a range of professional development services, including training workshops, keynote speaking, and executive coaching.
Visit PeriscopeBPA.com for more information or click on the button below to schedule a time to talk
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