aristotelian problem symptom reduction technique · root cause analysis aristotelian problem...
TRANSCRIPT
Aristotelian Problem Symptom Reduction Technique
Identify the real problems MAY 15, 2019
Jennifer AbbottVSP Vision Care
Business Architect
Business Solutions SpecialistTechnical AnalystBusiness Analyst
Business Architect
eliciting information root cause analysis problem definition business needs identification requirements decomposition process mapping
large, complex, cross organization initiatives
waterfall and agile project methods
3Aristotelian Problem Technique
Today’s SessionOBJECTIVES
▪ Understand business need vs. business problem
▪ Ability to identify problems from symptoms and solutions using the Aristotelian Problem Symptom Reduction Technique
Business Analysis“There are heroisms all round us waiting to be done.” ― Sherlock Holmes
4Aristotelian Problem Technique
○ Performed by a person
○ Supported by a practice
○ Grounded in reality
○ Aligned to the future
○ Strategic, tactical, operational
5Aristotelian Problem Technique
The Definition
Business Analysis
Session Focus
6Aristotelian Problem Technique
Root cause that prevents the NEED
from being met
Needs vs. Problems“presume nothing” ― Sherlock Holmes
7Aristotelian Problem Technique
1
Business Goals and Objectives
• The ends that the organization is seeking to achieve. ➔ Goals - long term and often qualitative➔ Objectives - more granular and objectively measurable
Business Opportunity
• There must be an opportunity for improvementso that a solution can be proposed, the need that must be addressed. The undesired current state.
Desired Outcome
• Specifically “not a solution,” an outcome identifies the benefits resulting from meeting the business need.
Aristotelian Problem Technique 8
All of these elements wrapped together define
the business need.
-BABOK-
Business Need
Business Need Examples
Aristotelian Problem Technique9
Non-profit org
Need to provide daily clean drinking water for family
needs where rain water is not effectively captured, stored, and distributed
Machine shop
Need new lubricant for my machines that keep
breaking down so I can remain competitive
Sales org
Need increased sales because they have been
down 3 years in a row
Identify and define why a change to an organizational
system or capabilities is required
-BABOK-
Root Cause Analysis
Aristotelian Problem Technique10
Root cause analysis (RCA) is a problem-solving method which is used to pinpoint the exact cause of a problem or event.
The root cause is the actual cause of a specific problem or set of problems, and when that cause is removed, it prevents the final undesirable effect from occurring.
Current State
“Problem Domain”
Future State
“Solution Domain”○ Don't jump into creating solutions
○ Understand, specify and prioritize problems first
○ To generate viable solutions, you must have a solid understanding of what's causing the problem
○ Deals with the real problems – not symptoms
○ Problems describe the condition that prevents a need from being met
○ Problems are focused on facts
Solve Problems not Symptoms “It is of the highest importance in the art of detection to be able to recognize, out of a number of facts, which are incidental and which vital. Otherwise your energy and attention must be dissipated instead of being concentrated.” ― Sherlock Holmes
11Aristotelian Problem Technique
Solving problems is detective work
“We approached the case, you remember, with an absolutely blank mind, which is always an advantage. We had formed no theories. We were simply there to observe
and to draw inferences from our observations.”
- Sherlock Holmes
Aristotelian Problem Technique 12
4 step process1. Create a number list of potential problem statements as a
sentence, gathered from stakeholders.
2. For each item on the list, can anyone involved in the effort do anything about it? If not, consider it “out of scope”.
3. For each item on the reduced list, can anyone identify multiple (different) solutions? If you can only tin of 1 solution, then the item is likely a requirement. Rewrite as a requirement.
4. For each remaining item on the list, assuming it could be solved, would any other item “go away”? If yes, those are symptoms. (compare 1 to 2, then 1 to 3…if one if fixed will 2 go away?)
Anything left that not a requirement and not symptomis then considered the “real” problem.
“If I were given one hour to save the planet, I would spend 59 minutes defining the problem and 1 minute resolving it."
Aristotelian Problem Technique13
- Albert Einstein
Aristotelian Problem/Symptom Reduction
Make a list
Aristotelian Problem Technique14
1. Create a number list of potential problem statements as a sentence. Gather input from stakeholders.
12
3 4
5
6
7
8
9
Out of Scope
Aristotelian Problem Technique15
2. For each item on the list, can anyone involved in the effort do anything about it? If not, consider it “out of scope”.
12
3 4
5
6
7
8
9
Aristotelian Problem Technique16
12
3 4
5
6
7
8
9
Requirement
3. For each item on the reduced list, can anyone identify multiple (different) solutions? If you can only think of 1 solution, then the item is likely a requirement. Rewrite as a requirement.
Aristotelian Problem Technique17
12
3 4
5
6
7
8
9
4. For each remaining item on the list, assuming it could be solved, would any other item “go away”? If yes, those are symptoms. (compare 1 to 2, then 1 to 3…if one if fixed will 2 go away?)
Symptoms
Aristotelian Problem Technique18
12
3 4
5
6
7
8
9
Anything left that not a requirement and not symptom is then considered the “real” problem.
Problems
“When you have eliminated all which is impossible, then whatever remains, however improbable, must be the truth.”― Sherlock Holmes
Re-Write the Problem Statement
Aristotelian Problem Technique19
Write all the problems as complete sentences with as much detail necessary. Group them with observable systems from the exercise.
Water
• Traditional water containers are too big and difficult to carry in rural rugged terrain
Lubricant
• No one builds machines that can be used the way I need them to be used
Sales
• My company hasn’t introduced a new product to the marketplace in three years
Non-profit org
Need to provide daily clean drinking water for family
needs where rain water is not effectively captured, stored, and distributed
Machine shop
Need new lubricant for my machines that keep
breaking down so I can remain completive
Sales org
Need increased sales because they have been down 3 years in a row
Use Case"You know my methods. Apply them."― Sherlock Holmes
20Aristotelian Problem Technique
EXAMPLE Use Case - Eisenhower Tunnel
Aristotelian Problem Technique21
BACKGROUNDHigh in the mountains of Colorado, a difficult pass has been eliminated by constructing a tunnel under the continental divide, the Eisenhower Tunnel. At almost two miles long, the engineering team identified a risk of disaster in the tunnel if the backup lighted failed so signs were placed in the from of the tunnel which read “Tunnel Ahead – Turn on Lights”. The tunnel opened and all was good.
EXCEPT....People would often stop in the town of Silverthorne after passing through the tunnel, and after dining or other activities, they would return to their cal and find dead batteries. Garages, police and everyone was spending restarting cars. Jumper cables were in show supply and so were patience. The town council lamented “Something must be done!”.
Silverthorne Town Council
○ Need to reduce the number of cars stopping in town that end up with dead batteries so our businesses and police can focus on supporting the services and safety in the town
EXAMPLE Use Case - Eisenhower Tunnel
# Problem Statements OOS Req Sym
1 There are not enough jumper cables
2 Car batteries die
3 People cannot see in the dark
4 People forget to turn off their lights
5 There is no sign to tell drivers to turn off their lights
6 The police are wasting their time helping travelers get their car started
7 All cars don’t turn off their lights automatically
8 The tunnel is dark even in the daylight
9 Travelers are upset when their car won’t start and they have to wait
10 Loss of business due to full parking lots
Aristotelian Problem Technique22
4 step process
1. Create a number list of potential problem statements as a sentence, gathered from stakeholders.
2. For each item on the list, can anyone involved in the effort do anything about it? If not, consider it “out of scope”.
3. For each item on the reduced list, can anyone identify multiple (different) solutions? If you can only tin of 1 solution, then the item is likely a requirement. Rewrite as a requirement.
4. For each remaining item on the list, assuming it could be solved, would any other item “go away”? If yes, those are symptoms. (compare 1 to 2, then 1 to 3…if one if fixed will 2 go away?)
Anything left that not a requirement and not symptom
is then considered the “real” problem.
• CouncilMembers
• Travelers• Town
businessowners
• Police
Use Case ideas
Aristotelian Problem Technique23
What needs can you think of for us to use as a use case?
CLASS Use Case -
# Problem Statements OOS Req Sym
1
2
3
4
5
6
7
8
9
10
11
12
13
14
Aristotelian Problem Technique24
4 step process
1. Create a number list of potential problem statements as a sentence, gathered from stakeholders.
2. For each item on the list, can anyone involved in the effort do anything about it? If not, consider it “out of scope”.
3. For each item on the reduced list, can anyone identify multiple (different) solutions? If you can only tin of 1 solution, then the item is likely a requirement. Rewrite as a requirement.
4. For each remaining item on the list, assuming it could be solved, would any other item “go away”? If yes, those are symptoms. (compare 1 to 2, then 1 to 3…if one if fixed will 2 go away?)
Anything left that not a requirement and not symptom
is then considered the “real” problem.
Need:
Design Solutions
25Aristotelian Problem Technique
“It is a capital mistake to theorize before one has data. Insensibly one begins to twist facts to suit theories, instead of theories to suit facts.”― Sherlock Holmes
From Problems To Solutions
Aristotelian Problem Technique
26
ProblemsBecome Scope
Scope Can Be Prioritized
Priorities Get Requirements
Requirements Drive Solution
Design
Present Problems...
...Design Solutions
In Review
27Aristotelian Problem Technique
"Nothing clears up a case so much as stating it to another person."― Sherlock Holmes
Objectives“My name is Sherlock Holmes. It is my business to know what other people do not know.”
Aristotelian Problem Technique28
▪ Understand business need vs. business problem
▪ Ability to identify problems from symptoms and solutions using the Aristotelian Problem Symptom Reduction Technique
Reference SourcesFrom Sherlock to BABOK
Links
Aristotelian Problem Technique31
All things business analysis• http://www.free-management-ebooks.com/news/six-step-problem-solving-model/• https://www.modernanalyst.com/Resources/Articles/tabid/115/ID/5109/Are-You-an-Analyst-or-a-Facilitator.aspx• https://www.isixsigma.com/tools-templates/cause-effect/final-solution-root-cause-analysis-template/• https://www.batimes.com/articles/the-value-of-business-analysis-identifying-business-need.html• https://www.udemy.com/identify-the-problem/• https://businessanalystlearnings.com/ba-techniques/2017/6/27/what-is-a-problem-statement• http://www.free-management-ebooks.com/news/cause-and-effect-analysis/• https://www.google.com/search?q=problem+domain+vs+solution+domain&safe=active&source=lnms&sa=X&ved=0ahUKEwj99L2gw5biAhXslVQKHfwfDYUQ_AUICSgA&biw=1280&bih=891&dpr=1• https://www.slideshare.net/IIBA-IT/0-intro-63778587• https://www.slideshare.net/IIBA-IT/innovation-business-analysis-strategy-for-success-iiba-italy-chapter-20-04-2016• https://www.texavi.co.uk/insights/posters/business-analysis-problem-vs-solution-texavi-poster.php• What Is Problem Solving_ - Problem Solving Skills From MindTools.com• Root Cause Analysis - Problem Solving Skills From MindTools.com• Developing-a-Strong-Need-Statement.pdf• https://www.dummies.com/business/business-strategy/how-to-create-a-problem-statement-in-business-analysis/• https://hbr.org/2012/09/are-you-solving-the-right-problem• http://masteringbusinessanalysis.com/mba059-problem-solving/• https://www.bridging-the-gap.com/ba-stories-do-you-define-the-business-need-babok-5-1/• https://www.batimes.com/articles/the-value-of-business-analysis-identifying-business-need.html
Analysis lessons from Sherlock• https://blogs.scientificamerican.com/guest-blog/lessons-from-sherlock-holmes-dont-decide-before-you-decide/• https://news.thomasnet.com/imt/2010/10/26/experts-corner-sherlock-holmes-problem-solving-formula-gregg-young-excerpt• http://sherlockholmesquotes.com/sherlock-holmes-on-problem-solving/• https://www.goodreads.com/author/quotes/2448.Arthur_Conan_Doyle• https://www.petefowler.com/blog/2015/12/17/sherlock-holmes-quotes-for-our-business
SalesExample Use Case
Aristotelian Problem Technique32
PROBLEMS FOUND: • An aging sales force using archaic sales techniques, no new products introduced to
the marketplace in three years, competitors introducing products with innovative features, no new marketing campaigns in the last two years, rising costs, and production equipment in need of repair and upgrade.
Problems lead to SolutionsNow that the true problems have been identified, the enterprise can now initiate separate projects to find solutions for the problem(s)• sales techniques problem, • product problem, • marketing problem, • production problems• rising costs and production equipment.
SOLUTIONIZERSThe team assigned the “sales techniques problem” topic can determine if they need to hire younger salespeople, provide sales training on newer techniques, provide better sales support, or implement a new Customer Relationship Management (CRM) system.
In our sales problem example above, the organization may have identified slumping sales for three years...however without proper problem statement identification the business team may decide to simply hire more salespeople to increase sales. And without proper root cause analysis, they may hire older salespeople, just like the rest of the sales force they have. The business would be dissatisfied and need would remain unmet because none of the true root cause problems were resolved when the team jumped to the solution with identifying the true problems needing addressed.