Problem Solving

a lk
o fT
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Pla

• What is meant by problem solving?

• What is a problem statement?
• Problem-solving process
• Tools for problem solving
• Scientific methods of problem solving
• Brainstorming process for problem solving
• Root cause analysis for problem solving
• SWOT analysis for problem solving
 a lk
o fT
n
Pla

• What is meant by problem solving?

• What is a problem statement?
• Problem-solving process
• Tools for problem solving
• Scientific methods of problem solving
• Brainstorming process for problem solving
• Root cause analysis for problem solving
• SWOT analysis for problem solving
‘Problem Solving’ is
the process of working
through details of a
problem to reach a
solution
Problems get solved depending on managers;
› Skills
› Proactivity
› Responsiveness
› Management style
There is no definite problem-
solving model that works in all
given situations and with all
management styles
 a lk
o fT
n
Pla

• What is meant by problem solving?

• What is a problem statement?
• Problem-solving process
• Tools for problem solving
• Scientific methods of problem solving
• Brainstorming process for problem solving
• Root cause analysis for problem solving
• SWOT analysis for problem solving
The first condition of solving a
problem is understanding the
problem, which can be done by
way of a problem statement.
Problem statement refers to
the issues that need immediate
attention from the decision-
making team
› It is a concise description of an issue to be addressed or a condition to be improved
upon.
› It identifies the gap between the current (problem) state and desired (goal) state of a
process or product.
› Focusing on the facts, the problem statement should be designed to address the Five
Ws.
The primary purpose of a problem
statement is to

focus the attention of the

problem solving team
 The Problem Statement
Ideal situation

The problem Ideal

• Ideally our users would be able sign into their laptops and then
automatically have access to all of the applications they need to
Who has the use.
problem

What form can the

resolution be?
 The Problem Statement
Ideal situation

Reality
The problem
In reality we use at least three applications every day to
accomplish our work. Each application is protected by a
Who has the password with different requirements for username &
problem password length. Passwords also expire at different times.

What form can the

resolution be?
 The Problem Statement
Ideal situation
Consequences
› Users waste approximately 2 minutes per day logging into
multiple applications (500 users * 2 minutes per day =
The problem
1000 minutes in lost productivity; 1000 minutes = 16.67
hrs per day * $75/hr = $1250 per day).
Who has the › Helpdesk resolves approximately 6000 calls per year to
problem reset forgotten passwords & unlock accounts.
› Security risk as users will continue to write usernames &
What form can the
passwords on sticky notes at their desks.
resolution be?
 The Problem Statement
Ideal situation

The problem Proposal

• Have S/W Dev, Network Administration and business
stakeholders collaborate to evaluate potential solutions for
Who has the a Single Sign On capability.
problem

What form can the

resolution be?
 a lk
o fT
n
Pla

• What is meant by problem solving?

• What is a problem statement?
• Problem-solving process
• Tools for problem solving
• Scientific methods of problem solving
• Brainstorming process for problem solving
• Root cause analysis for problem solving
• SWOT analysis for problem solving
Stages of Problem Solving

Problem Identification

Definition of Problem

Symptoms of
Problem Causes of Problem

Alternatives for Problem Consequences or Impact

Solving of Alternatives

Choice of Solution
Problem-Solving Process

› The problem solving process includes 5 stages:

1. Define problem
2. Identify potential causes
3. Analyze potential causes
4. Draw conclusions
5. Make recommendations
Define Problem
This is the most important step in the process
because it drives the analysis

› Deal with facts, what is known to be true about the

problem you are dealing with
› Challenge assumptions
› Separate symptoms from actual problems
› Develop a main question ... Questions are most
useful way to structure problems
Identify Potential Causes
Take the main question and identify more specific
questions
Analyse Potential Causes
Once questions are formulated, pick one or more of
them to address
Draw Conclusions
Team members need to develop a common
point of view regarding their research
findings so they should work together to
synthesize the findings
Make Recommendations
› The data summary should be paired with the
problem question.
› The main problem questions should be addressed
using the findings from “Analyze Potential Causes”
step
› Be sure that your answer to the problem question
can be substantiated using the data.
› Where gap exists, make assumptions but be sure to
document them as such
?
If something goes wrong …

If something needs to be changed …

If something needs to be fixed and delivered …

If you are 100% confident that your solution to the problem

would be right not once but every time?
How are you going to approach the situation?
The
PDCA
cycle
The PDCA cycle is a process that
will ensure to;
– Identify
– Develop
– Test
– Implement
Plan - Do - Check - Act

Plan Identify and work on the problem

Do Develop a potential solution

How effective and efficient is the solution, whether it can

Check be improved?

Act Implement final solution

The PDCA cycle gives
confidence
in your approach to
problem-solving
and
implement solutions
to get best quality output
Plan

› Identify exactly what the problem is?

› Use cause and effect diagrams to know the
root of the problem.
› Then structure your process at the root of the
problem.
› List down all the information/data you need
that will help start sketching out possible
solutions.
Do

› Think and generate possible solutions

› Select the best solution from all the listed
solutions
› Implement a trial project with a small group
› Generate a trial design which is appropriate to
the nature of the problem
Check

› Measure how effective the pilot solution has

been so far
› List down all learning and analyze which
section can be done even better
› Repeat ‘do’ and ‘check’ tools after
implementing additional improvements
› Once you get the final sketch and benefits for
your problem, move to final phase
Act

› Implement your final solution

› Use Kaizen approach for continuous
improvement
› Identify new solutions and improvement that
are repeated frequently
› Look back to the Plan phase and find out if
whole PDCA cycle needs further improvement
Importance of applying PCDA Cycle

› The Plan-Do-Check-Act is a simple and effective approach for problem

solving
› It ensures that ideas are fully tested before full implementation and makes a
quality change
› It begins with planning phase where the problem is identified, generating
potential solution, testing and implementing selected solution
› PDCA cycle can be used in product development, manufacturing sectors,
marketing sectors etc.
Appreciation
Inquiry
Appreciation Inquiry

Solving Problems by looking at what is going right

Appreciation means to Inquiry means to discover,

recognize contributions, things explore, find new techniques,
and people around us possibilities

Appreciation and Inquiry combined together we get a valuable tool

to solve present situation and learn the ways to bring effective
positive change in future
 Appreciation Inquiry: The 5D Approach
Define
Define what you are looking at / or the desired situation
Problem
Discovery Need to look for what has best happened in past and what is currently
Phase working well.

Dream ‘What Might be’ and take positives you identified through
Dream
brainstorming creative and innovative ideas that the team could
Phase accomplish.

Design Look at the practicalities needed to support the vision. Start focusing
Phase on processes and strategies.

Implementation phase requires lot of planning and preparation

Deliver
ensuring dream (vision) is the focus point. It should support and
Phase sustain the dream.
Cont. …

› When faced with your next challenge or problem, take a step back and look
at it from the standpoint of what is good and is currently working well.
› This positive perspective brings about a whole new set of positive solutions
you and your team may not have previously discovered.
› Use this process to get your organization looking at itself in unique and
positive ways.
Cont. …

› The Deliver phase of the cycle is not so much an end but a place to begin to
re-evaluate and continue the process of Appreciative Inquiry to continuously
improve.
› Once you embrace the idea of positive change you can apply the cycle over
and over again to various aspects of your team or organization, and enjoy the
positive outcomes that this approach brings
Note

› You can find sources for potential problem solving from areas like:
Escalations, Machine Failures, Customer Complaints, Credit Notes,
Customer Surveys, Quality Assessments, etc.
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