Problem Solving

Six-Step Problem-Solving Process

Step 1: Identify and Select the problemStep 2: Analyze the problemStep 3: Generate Potential SolutionsStep 4: Select and Plan the SolutionStep 5: Implement the SolutionStep 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

Look at potential causes for the problem.

1. QFD2. Charts and Graphs3. Root Cause Analysis (RCA)

Using the 5 Whys method

4. Fishbone diagram5. Process control charts

QFD – Voice of the Customer

Four Steps of QFD

Pareto Chart

What Questions The Pareto Chart Answers1. What are the largest

issues facing our team or business?

2. What 20% of sources are causing 80% of the problems (80/20 Rule)?

3. 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

BenefitsHelp identify the root cause of a problemDetermine relationship between different

root causes of a problemOne of the simplest tools; easy to complete

without statistical analysis

Root Cause

Contrib.Cause

Contrib. Cause

Direct Cause

Event

Contrib. Cause

Cause Chain

How to complete the 5 Whys

Write down the specific problem.Ask Why problem happens and write

down the answerIf 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 Industries4 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 notMistakes per weekNumber of complaints

Variable – degree of conformance to specificationsTime 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

1. 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.

Constructing Run Charts

4. Calculate the average from the data, and draw a horizontal line across the chart at the level of the average.

5. 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 chartin control

Variable Chart – Xbar chartout of control

3. Brainstorm for solutions to the problem.

Appoint facilitator/recorderAllow the group a few minutes to record first

thoughts silentlyGo 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?