Problem

Solving
 WHAT DO WE NEED TO SOLVE?
TEAM

How do you eat an elephant? Structured problem-

solving helps to cut
the elephant into
smaller pieces

…one small piece at a time!

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CHARACTERISTICS OF A GOOD PROBLEM-SOLVING
TEAM

PROCESS
Impact Driven Focused
The goal of problem solving is to make positive, Hypothesis-driven and end product-oriented approach to
lasting and substantial improvements in the avoid “boiling the ocean”; teams need to balance
performance examining individual elements of a problem and looking
at the big picture

Fact-based Iterative process

Hypotheses always need to be supported with Problem solving approach is a structured yet iterative
facts, not just assumptions or speculations; if a process
team must build on assumptions initially, they ▪ Gathering data, drawing implications (synthesis),
need to be clearly labeled as such developing hypotheses for recommendations is
iterative
▪ Implementation is continuous as recommendations
are developed, barriers to overcome are identified,
and seeds for change are sewn

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP

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 MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP

7 Steps to Bulletproof Problem Solving: https://www.leadershipnow.com/leadingblog/2019/10/7_steps_to_bulletproof_problem.html 5

 MCKINSEY: ROOT-CAUSE PROBLEM SOLVING IN THE OPS
TEAM

4.0 ERA

Root-cause problem solving in the Ops 4.0 era: https://www.mckinsey.com/business-functions/operations/our-insights/operations-

blog/root-cause-problem-solving-in-the-ops-40-era 6
MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Step 1: Define Problem

Think impact: What do

we want to achieve?

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Getting an accurate understanding of the problem is the number 1 priority

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Step 2: Break Problem into Issues Think disaggregation and
early hypothesis: What could
be the key elements of the
problem?

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Problems can be structured using three different types of logic trees
Type of tree Description Elements Typical Application
of branches
Starts with the problem definition Actions, Suitable for a comprehensive
Issue tree and divides it into components assertions, approach; Used for a new problem
criteria, when relatively little is known
questions, topics about it

Why Hypothesizes a solution and Reasons Typically used when the problem
Hypothesis- develops a necessary and area is relatively familiar, and it is
driven tree
Reasons sufficient rationale to validate or possible to make sound
disprove it assumptions

Yes
Phrases key issues so that they Questions Suitable when the problem is well
Issue map can be answered with yes or no; understood and can be structured
No sequences them in a logical order logically and within a defined
period 11
showing the dependent action
MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Step 3: Eliminate All Non-core Issues Think speed: Which issues
are most important to the
problem?

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Cut off branches
▪ Keep focusing
Issue 1 ▪ Prioritize your effort on what is
most important
▪ Helps ask “so what”. . . but also ask
Issue 2 what you’ve forgotten
▪ Is the key to working efficiently
Problem
Statement
Issue 3

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 MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Possible prioritization criteria
High

7 3 1
▪ High expected financial
impact
▪ Easy to implement

Impact
▪ Inexpensive to execute
▪ Short term pay off
8 4 2
▪ Low risk
▪ High up on the top
management’s agenda
9 6 5
Low

Slow Immediate
Implementation Speed 14
MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
When prioritizing, be practical and consider the 80:20-rule (Pareto Principle)
Benefit
100%

80%

▪ Use your
judgment/intuition
▪ Involve key stakeholders
Vital to reduce Workload
▪ Do back-of-the-envelope
calculation
▪ Take risks

Time and expenditure 15

MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Step 4: Build a Detailed Work Plan
Think efficiency: Where and
how should the team spend
its time?

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Steps 5: Conduct Critical Analyses
Think evidence: What are we
trying to prove/disprove?

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 MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Step 6+7: Synthesize Findings & Develop Recommendations

Think potential solution:

What should we do?

Think “so what”: What

are the implications of our
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findings?
MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Difference between Summary and Synthesis

Summary High
I have lost my keys, my I have been sloppy
passport and my tax
return information

Facts

▪ I have mislaid my keys

▪ My passport is not
where I thought it was
▪ My tax return
information is missing

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 MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
3 Steps from Data to Effective Communications

1. Synthesize up 2. Align message 3. Communicate down

“What?”
So What? Governing
So What? “Why?”
Thought
“How?”
Problem Audience
Statement Analysis

Support

Data Governing
Thought

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
…with two types of reasoning existing in communication

“Grouping” structure “Argument” structure

Governing thought supported by Governing thought supported by a

separate but coherent ideas (e.g., progression of ideas: from a statement
reasons, actions) and a comment on that statement
follows an implication

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 MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
…with two types of reasoning existing in communication

“Grouping” structure “Argument” structure

You should You should

change change

How?
(Recommendation) Conclusions How?
Your The How to
Why? +
Do A Do B Do C problem Cause fix

Facts / findings Recommendations

Facts / findings
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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Structure Presentations as a pyramid

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Structure Presentations as a pyramid

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MCKINSEY-CLASSIC APPROACH: THE 7-STEP PROBLEM
TEAM

SOLVING LOOP
Be fact
based

Use the tools actively – “What is

Be specific/precise
not on paper does not exist”

Good problem-solving
check list

Package the message in a Be “MECE” – Cover all important

structured and compelling way aspects of the problem once

Be impact driven
and action oriented
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THANK YOU