Problem Solving Skills Handout

What is Problem Solving and Why is it Important?

The ability to solve problems is a basic life skill and is essential to our day-to-day lives, at home,
at school, and at work. We solve problems every day without really thinking about how we solve
them.

Problem solving is the process of identifying a problem, developing possible solution paths, and
taking the appropriate course of action.

Why is problem solving important? Good problem-solving skills empower you not only in your
personal life but are critical in your professional life. In the current fast-changing global
economy, employers often identify everyday problem solving as crucial to the success of their
organizations. For employees, problem solving can be used to develop practical and creative
solutions, and to show independence and initiative to employers.
What Does Problem Solving Look Like?

The ability to solve problems is a skill, and just like any other skill, the more you practice, the
better you get. So how exactly do you practice problem solving? Learning about different
problem-solving strategies and when to use them will give you a good start. Problem solving is a
process. Most strategies provide steps that help you identify the problem and choose the best
solution. There are two basic types of strategies: algorithmic and heuristic.
Algorithmic strategies are traditional step-by-step guides to solving problems. They are great for
solving math problems (in algebra: multiply and divide, then add or subtract) or for helping us
remember the correct order of things (a mnemonic such as “Spring Forward, Fall Back” to
remember which way the clock changes for daylight saving time, or “Righty Tighty, Lefty Loosey”
to remember what direction to turn bolts and screws). Algorithms are best when there is a single
path to the correct solution.

But what do you do when there is no single solution for your problem? Heuristic methods are
general guides used to identify possible solutions. A popular one that is easy to remember
is IDEAL
• Identify the problem
• Define the context of the problem
• Explore possible strategies
• Act on best solution
• Look back and learn
IDEAL is just one problem solving strategy. Building a toolbox of problem-solving strategies will
improve your problem-solving skills. With practice, you will be able to recognize and use multiple
strategies to solve complex problems.
Developing Problem Solving Processes

Problem solving is a process that uses steps to solve problems. But what does that really mean?
Let's break it down and start building our toolbox of problem-solving strategies.

What is the first step of solving any problem? The first step is to recognize that there is a
problem and identify the right cause of the problem. This may sound obvious, but similar
problems can arise from different events, and the real issue may not always be apparent. To
really solve the problem, it's important to find out what started it all. This is called identifying
the root cause.

The best way to identify the root cause of the problem is to ask questions and gather
information. If you have a vague problem, investigating facts is more productive than guessing a
solution. Ask yourself questions about the problem. What do you know about the problem?
What do you not know? When was the last time it worked correctly? What has changed since
then? Can you diagram the process into separate steps? Where in the process is the problem
occurring? Be curious, ask questions, gather facts, and make logical deductions rather than
assumptions.

Use the 5W1H (What, Why, When, Who, Where, How) Technique to have a list of probable
questions you would ask yourself in order to figure our the exact issue/ goal & your approach
towards solving it.

Root Cause Analysis

Root cause analysis (RCA) is a method of problem solving that identifies the underlying causes of
an issue. Root cause analysis helps people answer the question of why the problem occurred in
the first place. RCA uses clear cut steps in its associated tools, like the "5 Whys Analysis" and
the "Cause and Effect Diagram," to identify the origin of the problem, so that you can:
 1. Determine what happened.
2. Determine why it happened.
3. Fix the problem so it won’t happen again.
RCA works under the idea that systems and events are connected. An action in one area triggers
an action in another, and another, and so on. By tracing back these actions, you can discover
where the problem started and how it developed into the problem you're now facing. Root
cause analysis can prevent problems from recurring, reduce injury to personnel, reduce rework
and scrap, and ultimately, reduce cost and save money.

The Top 8 Root Cause Analysis Tools for Problem Solving:

1. Pareto Charts

Pareto charts are the first root cause analysis tool to consider if you’re looking for one that will
show you what you need to know graphically.

Pareto charts are bar graphs in most cases, and they show the ordered frequency of counts of
data. This means that the charts can be used to show which areas need your attention first for
improvement purposes.

Looking at the Pareto chart, the length of the bars stands for the cost or frequency (money or
time). The longest bars usually are arranged at the left and go down as you move forward across
the graph.

So, by looking at this chart, you can immediately see what needs your attention first and balance
where you spend your time and money.
2. Failure Mode and Effect Analysis (FMEA)

The Failure Mode and Effect Analysis, or FMEA, focuses on failures that happen within a
particular system. You can use this during several phases of a project, such as:

• Designing
• Implementation
• Planning
• Inspection
The two parts include Failure Mode as well as Effect Analysis.

With Failure Mode, what you’re looking at is identifying the ways in which something can fail.
With the Effect Analysis, you’re looking at the effects of the failure modes.

For example, an automated teller machine (ATM) needs to dispense cash when a customer
requests it. A failure could be dispensing too much money or failing to dispense anything.

In the Effect Analysis, you’d look at both Failure Modes to determine the possible effects.

For a machine dispensing too much money, the bank, in this case, could lose too much money or
have errors in accounting later.

For machines that don’t pay out enough, customers could become dissatisfied and leave the
bank. There may also be accounting errors on the backend.

Watch Video: FMEA

3. 5 Whys

The 5 Whys is an investigative method. This method helps you get down to the bottom of a
problem by fully investigating it. You just have to keep asking, “why?”

This tool is great for exploring and investigating problems that don’t require quantitative
analysis. You can also combine this tool with others, like the Pareto chart, to really dig into an
area that needs more attention.

Here’s an example. You may have a product with a defect. You should ask several “why”
questions to figure out the cause. For example:

• The product has a crack in the outer plastic. Why?

• There is too much pressure on the plastic during manufacturing. Why?
 • The press needs to be firm to press down on the piece. Why?
• The pieces need to interlock correctly.
Asking these questions, you can eventually get to a point where you see a possible way to
resolve a problem.

For instance, in the example above, you might address interlocking the pieces in another way to
prevent cracking.

4. Ishikawa Fishbone Diagram

In school, you may have used a fishbone diagram to break down problems into subcategories.

This diagram looks at a big problem and figures out all the possible causes. Then, it breaks them
down into subcategories that link back to the main issue being investigated.

For instance, you might say, “the plastic on this product is cracked.” Each part of the fishbone
diagram would break down the potential causes into categories like:

• Material
• Method
• Machine
• Measurement/Medium
• Man/Mind Power
Then, potential causes would be investigated within those categories until a resolution could be
found.

A fishbone diagram is used when there is no known root cause and major brainstorming must
take place.
5. Fault Tree Analysis

Fault tree analysis is another kind of graph you can build to investigate how a top fault (also
known as an abnormal condition or failure) happened.

For instance, if a toxin leeched out of a container, you would want to start looking at the possible
causes and solutions to prevent issues from arising again in the future.

Fault tree analysis is broken down into parts including four major steps:

1. Scoping to define the event and determine the scope.

2. Developing the tree with relevant causes and items.
3. Validating the tree with qualitative or quantitative information, supply chain information
or other data.
4. Verifying the information with qualitative or quantitative data.

Overall, fault tree analysis is used to promote reliability, maintainability, and safety analyses.

6. 8D Report Template Checklist

The 8D report template checklist is a comprehensive list that documents root-cause analysis
using the eight disciplines of problem-solving.

The 8D method uses eight steps to deal with issues that come up. The following steps are used,
in order, to come up with a resolution.
 1. Establish a team. Create a team to deal with issues that happen and find solutions to
problems
2. Define what the problem is. A team needs to define the problem before trying to solve it.
3. Contain any problems that arise. The team should focus on containing the problem
without affecting daily business operations. The goal is to minimize the impact of a
problem and avoid a chain reaction.
4. Find the root cause. Look at the specific problem and use root cause analysis to funnel
down to find a solution.
5. Define the appropriate corrective measures. Corrective steps are taken at this stage.
6. Track all progress. Now, track all progress as the corrective actions are taken.
7. Establish preventative measures for the future. Doing this prevents recurrence.
8. Recognize the team. Finally, using this method, recognize the team’s hard work and
ability to overcome a problem with innovative solutions.

Ideally, an 8D report is finalized within eight days. This isn’t always possible, but it can be a goal
for companies attempting to use it.

7. DMAIC Template

A DMAIC template gives you a structured approach to solving problems that you come across.
Each letter stands for something different.

D- Define

Define is the first step and first factor in DMAIC. During this stage, teams look at a specific
problem or goal and define it.

The purpose of this stage is to set the focus and context of an issue, so the team may focus on it.

M- Measure

Measure is the next step. The point of this step is to use metrics to track or measure a problem.

It’s normal to use Pareto charges, for example, to identify which areas need attention on a
project and to see how progress is being made over time.
A- Analyze

Analyzing is the next step. Using root cause analysis, you can break down the potential causes of
problems that you’re dealing with.

By doing this, you can help prevent the issue from occurring again in the future.

Sometimes, the root causes are unknown. In those cases, it’s important to list them out and
prioritize them, so you can tackle each one.

I- Improve

Improving is the next step. At this stage, you look at performance improvements that could be
used to eliminate some of the root causes that could be causing issues.

During this stage, all improvements should lead to positive changes. If they do not, they should
be rolled back, and new improvements should be tried.

C- Control

Control is the final step. During this stage, the goal is to ensure continued quality. It’s important
that all improvements are sustainable and that adjustments can be made when they’re needed
(if they’re needed) in the future.

DMAIC is one of several helpful problem-solving methods that you may want to use. It’s good for
building measurable success and accountability in a workplace.
8. Scatter Diagram

A scatter diagram is another kind of root cause analysis tool. It’s also known as a scatter plot.

With this kind of diagram, the relationship between two sets of data can be explored.

Plot an independent variable on the X-axis and the dependent variable on the Y-axis. When there
is a direct curve or line between the two plotted points, there is a correlation between them.
How Huddles Work

Communication is a vital part of any setting where people work together. Effective
communication helps employees and managers form efficient teams. It builds trusts between
employees and management and reduces unnecessary competition because each employee
knows how their part fits in the larger goal.

One tool that management can use to promote communication in the workplace is the huddle.
Just like football players on the field, a huddle is a short meeting where everyone is standing in a
circle. A daily team huddle ensures that team members are aware of changes to the schedule,
reiterated problems, and safety issues, and how their work impacts one another. When done
right, huddles create collaboration, communication, and accountability to results. Impromptu
huddles can be used to gather information on a specific issue and get each team member's
input.

The most important thing to remember about huddles is that they are short, lasting no more
than 10 minutes, and their purpose is to communicate and identify. In essence, a huddle’s
purpose is to identify priorities, communicate essential information, and discover roadblocks to
productivity.

Who uses huddles? Many industries and companies use daily huddles. At first thought, most
people probably think of hospitals and their daily patient update meetings, but lots of managers
use daily meetings to engage their employees.

Example: https://www.youtube.com/watch?v=U1Do6tyffE0

https://www.youtube.com/watch?v=WSOFHniInxQ
Brainstorming

One tool that can be useful in problem solving is brainstorming. Brainstorming is a creativity
technique designed to generate many ideas for the solution to a problem. The goal is to come up
with as many ideas as you can in a fixed amount of time. Although brainstorming is best done in
a group, it can be done individually. Like most problem solving techniques, brainstorming is a
process.

1. Define a clear objective.

2. Have an agreed a time limit.
3. During the brainstorming session, write down everything that comes to mind, even if the
idea sounds crazy.
4. If one idea leads to another, write down that idea too.
5. Combine and refine ideas into categories of solutions.
6. Assess and analyze each idea as a potential solution.

When used during problem solving, brainstorming can offer companies new ways of encouraging
staff to think creatively and improve production. Brainstorming relies on team members' diverse
experiences, adding to the richness of ideas explored. This means that you often find better
solutions to the problems. Team members often welcome the opportunity to contribute ideas
and can provide buy-in for the solution chosen—after all, they are more likely to be committed
to an approach if they were involved in its development. What's more, because brainstorming is
fun, it helps team members bond.

How to Stimulate Effective Brainstorming ?

How to Effectively Generate Ideas ?

Importance of Good Communication and Problem Description

Communication is one of the most frequent activities we engage in on a day-to-day basis. At

some point, we have all felt that we did not effectively communicate an idea as we would have
liked. The key to effective communication is preparation. Rather than attempting to haphazardly
improvise something, take a few minutes and think about what you want say and how you will
say it. If necessary, write yourself a note with the key points or ideas in the order you want to
discuss them. The notes can act as a reminder or guide during your meeting.

Tips for clear communication of an issue:

• Provide a clear summary of the problem. Start at the beginning, give relevant facts,
timelines, and examples.
• Avoid including your opinion or personal attacks in your explanation.
• Avoid using words like "always" or "never," which can give the impression that you are
exaggerating the problem.
• If this is an ongoing problem and you have collected documentation, give it to your
supervisor once you have finished describing the problem.
• Remember to listen to what's said in return; communication is a two-way process.

The challenge of communicating in the workplace is learning how and when to share your ideas
or concerns. If you need to tell your supervisor or co-worker about something that is not going
well, keep in mind that good timing and good attitude will go a long way toward helping your
case.