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Problem Solving Process & Techniques

The document outlines a problem solving process that includes identifying the problem, defining objectives, analyzing the root cause using techniques like 5 Whys analysis, fishbone diagrams, and reverse brainstorming. It then discusses generating alternative solutions using mind mapping and SCAMPER techniques before making a decision using a decision matrix to evaluate options against essential and desirable factors.

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Abiram VS
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Download as PDF, TXT or read online on Scribd
45 views

Problem Solving Process & Techniques

The document outlines a problem solving process that includes identifying the problem, defining objectives, analyzing the root cause using techniques like 5 Whys analysis, fishbone diagrams, and reverse brainstorming. It then discusses generating alternative solutions using mind mapping and SCAMPER techniques before making a decision using a decision matrix to evaluate options against essential and desirable factors.

Uploaded by

Abiram VS
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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PROBLEM

SOLVING
PROCESS
Identify the Problem
Problem Analysis:
• Do we have a deviation?
• Is the cause unknown?
• Is it important to know the cause to take effective action?

If the answer is YES to ALL three, you have a problem.


Define Problem & Establish Objective using
the below model
Analysing the problem to determine root
cause

Root Cause Analysis Techniques:

➢5 “WHY” ANALYSIS

➢REVERSE BRAINSTORMING
➢FISH BONE ANALYSIS
Each answer forms the basis of the next question.
Tip 1:
When to Use: The "5" in 5 Whys is really just a "rule of thumb." In some
You can use 5 Whys for troubleshooting, cases, you may need to ask "Why?" a few more times
quality improvement, and problem solving, but before you get to the root of the problem.
it is most effective when used to resolve simple
or moderately difficult problems. In other cases, you may reach this point before you ask
your fifth "Why?" If you do, make sure that you haven't
stopped too soon, and that you're not simply accepting
"knee-jerk" responses.

The important point is to stop asking "Why?" when you


stop producing useful responses.
5 Whys Analysis
Reverse
Brainstorming
Problem Reversal
Make the statement negative
• For example, if you are dealing with Customer
Service issues
• List all the ways you could make customer service
bad
Fishbone - Cause and Effect Diagram
Causes Effect

Main Category

Problem/
Desired
Improvement
Cause

Root
Cause

Shows various influences on a process to identify most likely


root causes of problem

The inventor, Dr. Kaoru Ishakawa


Example: Wrong/Delayed/Damaged delivery
Generate Alternative Solutions
Solution Generation Techniques:

➢Mind Map
➢SCAMPER
Mind Mapping
• Useful technique that supports learning, improves information
recording, shows how different facts and ideas are related, and
enhances creative problem solving.
• Also known as Mind Mapping, Concept Mapping, Spray Diagrams,
and Spider Diagrams
• Uses a two-dimensional structure, instead of the list format
conventionally used to take notes. This makes information easier to
remember, as it's held in a format that our minds find easy to recall
and quick to review.
What Can I Use Mind Maps For?
• Brainstorming and visualizing concepts
• Presenting and communicating ideas
• Graphic organizers and electronic note books
• Running meetings more effectively
• Outlining reports and documents
• Simplifying task and project management
• Writing essays
7 Steps to Making a Mind Map
1. Start in the CENTRE of a blank page turned sideways. Why?
2. Use an IMAGE or PICTURE for your central idea. Why?
3. Use COLOURS throughout. Why?
4. CONNECT your MAIN BRANCHES to the central image and connect your
second- and third-level branches to the first and second levels, etc.
Why?
5. Make your branches CURVED rather than straight-lined. Why?
6. Use ONE KEY WORD PER LINE. Why?
7. Use IMAGES throughout. Why?
SCAMPER
• Useful for generating ideas for new products and services by
encouraging you to think about how you could improve
existing ones.
• Quick, easy and direct form of creative brainstorming
• You use the tool by asking questions about existing products,
using each of the seven prompts . These questions help you
come up with creative ideas for developing new products,
and for improving current ones.
SCAMPER
• Substitute?
• Combine?
• Adopt?
• Modify or Magnify
• Put to other uses?
• Eliminate or reduce?
• Reverse or rearrange?
• Substitute: What can be replaced? (for example, components, materials, people)
o Example: if you were making windows for a children’s playhouse, you might substitute glass with plastic (for safety).

• Combine: What can be combined? (for example, other features, devices)


o Example: cell phones have combined phone features with cameras.

• Adapt: What can be added? (such as new elements or functions)


o Example: cars now have built-in wi-fi.

• Modify, Magnify, maximize, minimize: What can be modified? (for example, change the size,
shape, color, or other attribute)
o Example: sunglasses reduced in size for babies or small children.

• Put to other use (purpose): Could you put the product to a different use, or use it in another
industry?
o Example: during COVID19 pandemic, coffee filters being used as filters in masks for faces.

• Eliminate or minimize: What can be removed or simplified?


o Example: removing cigarette lighters from cars (to be able to use the space for charging devices?).

• Reverse, reengineer, or rearrange: What would happen if you reversed the product’s
production process? What can be swapped or flipped?
o Example: fast food restaurants rearranged the typical eat then pay model to pay then eat.
Decision Making
Elements of Decision Making
• Which alternative is better?
• What factors make the alternatives better or worse?
• What does the potential impact of the alternatives mean for
me?
• How likely am I to execute the alternative?
• Will the decision result in a net positive or negative outcome
for my company?
• What should I do with all of the information?
• How will the decision affect my team members?
Decision Analysis
Decision analysis (DA) comprises the
philosophy, methodology and professional
practice, to arrive at decisions
in a formal manner.
Decision Making Tools & Strategies

4. Decision Matrix/Decision
Grid/Solution Grid etc.
Decision Analysis: Decision Grid
1. What is the decision (Goal)?
a. What are the MUST (Essential) objectives?
b. What are the WANT (Desired) objectives?

2. Evaluate Options
a. What options are available to take a decision?
b. How do the options fit with the MUSTS (Essentials)?
c. How do the options fit with the WANTS (Desires)?

3. Assess Risks
a. What are the adverse consequences?

4. Make decision
a. What are the best-balanced choices?
A Framework for Comparing Options
ESSENTIAL DESIRABLE
FACTORS

Comments on
OPTIONS Possible Risks
A

NOTE: Analysis carried out by ______________________________ Date: ____________________


Factors which are critical are assessed as either PASS or FAIL.
Others can be graded as H, M, L or N ie: high, medium, low or Source of information and people involved:
no satisfaction; or X where the option actually goes against the
factor.

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