The Five Whys

Correct Answer: Why is the server overloaded?

The most accurate answer in the context of agile methodology, or the '5 whys' technique, would be 'Why is the server overloaded?'. The intent of the '5 Whys' technique, which is used to discover the root cause of a problem by asking 'why?' five times in a row, is to keep digging deeper into the issue until the root cause is found. The first answer keeps in line with this philosophy by questioning the reason behind the server overload, aiming to reveal underlying problems that might later be addressed. The other answers don't effectively further this line of questioning. 'How can we upgrade our server capacity?' offers a potential solution instead of seeking the core issue, 'What is the typical server load?' asks for a more general context, and 'Who is overloading the server?' assumes that a specific person or group is responsible, which may not be the case.

Correct Answer: Why are there not enough customer service representatives?

In the PMI Agile Certified Practitioner approach, the second 'Why' should build upon the information obtained from the first 'Why'. The given question uses the 'Five Whys' technique, which is a method used in problem solving to get to the root cause of a problem. After identifying that 'there are not enough customer service representatives' as the reason for the customers' long wait, the next logical question should be 'Why are there not enough customer service representatives?'. This will help to delve deeper into the issue at hand. The other answers, such as 'Why does the customer need support?' and 'Why is the customer impatient?' divert from the original issue and do not help to identify the root cause. 'Why is the company not hiring more representatives?' might be relevant in certain situations, however, it specifically addresses the hiring process of the company, not the immediate cause for the lack of representatives.

Correct Answer: Why was the testing phase rushed?

In the context of the PMI Agile Certified Practitioner course, the practice of '5 Why's' aims to uncover the root cause of a problem by asking 'Why?' five times. The given question pertains to the second 'Why?'. After learning the software has many bugs because the testing phase was rushed (first 'Why?'), the logical next question (second 'Why?') is to ask why the testing phase was rushed. This line of inquiry would help identify and solve the root cause for the bug issue. The other answers aren't in line with the '5 Why's' technique. Asking 'Why is the software not perfect?' would redirect the focus on the perfection of the software, not the root cause of the bugs. 'Why are there so many bugs?' was already addressed in the first 'Why?'. 'Why did the testing phase occur?' would be asking about the purpose of testing, not why it was rushed, which is the current issue at hand.