Download Problem Solving

Problem Solving
Six-Step Problem-Solving Process
Step 1: Identify and Select the problem
 Step 2: Analyze the problem
 Step 3: Generate Potential Solutions
 Step 4: Select and Plan the Solution
 Step 5: Implement the Solution
 Step 6: Evaluate the Solution

Step 1: Identify and Select the
problem

Question to ask:
What can you see that causes you to think
there’s a problem?
 Where is it happening?
 When is it happening?
 With whom is it happening?
 Why is it happening?

Step 2: Analyze the problem

1.
2.
3.
Look at potential causes for the
problem.
QFD
Charts and Graphs
Root Cause Analysis (RCA)

4.
5.
Using the 5 Whys method
Fishbone diagram
Process control charts
QFD – Voice of the Customer
Four Steps of QFD
Pareto Chart

What Questions The
Pareto Chart Answers
1.
2.
3.
What are the largest
issues facing our team or
business?
What 20% of sources
are causing 80% of the
problems (80/20 Rule)?
Where should we focus
our efforts to achieve the
greatest improvements?
Identify Problems
Histogram Chart

Use if you want to
determine which
category of item, you
focus your efforts on.
Study current conditions
– problem identification
5 Whys Method

Benefits
Help identify the root cause of a problem
 Determine relationship between different
root causes of a problem
 One of the simplest tools; easy to complete
without statistical analysis

Cause Chain
Contrib.
Cause
Contrib.
Cause
Direct
Cause
Root
Cause
Contrib.
Cause
Event
How to complete the 5 Whys
Write down the specific problem.
 Ask Why problem happens and write
down the answer
 If the answer doesn’t identify root cause
then repeat.
 Keep repeating until team is in
agreement that problem’s root cause is
identified.

Fishbone Diagram

One way to capture these different ideas and
stimulate the team's brainstorming on root
causes



helps to visually display the many potential causes
for a specific problem or effect.
It is particularly useful in a group setting and for
situations in which little quantitative data is
available for analysis.
Another benefit

We like to get right to determining what to do about
a problem, this can help bring out a more thorough
exploration of the issues behind the problem which will lead to a more robust solution.
Construction for Service Industries
4 Ps
Infers causes
Statistical Process Control

Methodology for monitoring a process
which can identify special causes of
variation and take corrective action when
appropriate.
Standardize improvements
SPC Metrics

Attribute - performance characteristic
that is either present or not
Mistakes per week
 Number of complaints


Variable – degree of conformance to
specifications

Time waiting for service
Control Chart
Simply a run chart with an upper
horizontal line called upper control limit
and lower horizontal line called lower
control limit
 In a control chart, control limits are
calculated by the following formula:


(Average Process Value) (3 x (Standard
Deviation))
Standard Deviation



1 σ away from mean in either direction accounts for
approx. 68% of readings in the group (red area)
2 σ away from mean in either direction accounts for
approx. 95% of readings in the group (red and green
area)
3 σ away from mean in either direction accounts for
approx. 99% of readings in the group (red, green, and
blue areas)
Constructing Run Charts
Draw and label the vertical (y) axis using the
measurement units you are tracking (e.g.,
numbers of defectives, mean diameter,
number of graduates, percent defective, etc.)
2. Draw and label the horizontal (x) axis to
reflect the sequence in which the data points
are collected (e.g., week 1, week 2, ... or 8AM,
9AM, 10AM, etc.)
3. Plot the data points on the chart in the order
in which they became available and connect
the points with lines between them.
1.
Constructing Run Charts
4.
5.
Calculate the average from the data,
and draw a horizontal line across the
chart at the level of the average.
Interpret the chart and decide what
action to take. Are trends present?
Would the chart look different if
everything were perfect? The key is to
look for trends, and not focus on
individual points.
Variable Chart – Xbar chart
in control
Variable Chart – Xbar chart
out of control
3. Brainstorm for solutions to the
problem.
Appoint facilitator/recorder
 Allow the group a few minutes to record first
thoughts silently
 Go around one at a time record each
idea/phase. “PASS” if nothing comes to
mind.
 Classify ideas then pick 4-5 top ideas.
 Discuss the ideas and come to consensus

4. Select an approach to resolve
the problem and . . .
Which approach is most likely to solve
problem long term?
 Which approach is the most realistic to
accomplish for now? Do have the
resources? Are they affordable? Do you
have enough time to implement the
approach?
 Prioritize the solutions into what would
work the best.

Plan your action plan
What are the steps to implement the best
alternative?
 Don’t resort to solutions where someone
is “just going to try harder”.
 Write a schedule that includes start and
stop time, and when do you expect to
see certain successes.
 Who will primarily be responsible.

5. Implement plan
Are you seeing what you would expect?
 Will the plan be done according to
schedule?
 If the plan is not being followed, should it
be changed?

6. Evaluate the solution
 Measure
results.
Any questions?