problem-solving skills guide
TRANSCRIPT
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Pocket Skills GuideProblem Solving
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“The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year.”
John Foster Dulles, Former US Secretary of State
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Working in teams can be a critical process of solving problems within organisations
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The pros of team problem-solving…
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Higher Commitment Increased Risk Taking
Reduced BiasGreater Output
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Yet team problem-solving can be problematic…
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Time Constraints
ConformityCompetition/Self-Promotion
Lack of Objective Direction
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Problem-solving is a creative event…
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… but also needs to be a systematic and continuous process…
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The 4 As of Exploring Problems…
wareness
nalaysis
lternatives
ctions
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At every stage of this problem-solving process, expand your thinking in the beginning before narrowing your focus…
Expand your thinking
Narrow yourfocus
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Identify the problem, then expand thinking to consider all perspectives:
- Brainstorming
- Charting all ideas
- Not criticising or discussing during this time
1. AWARENESSExpand your
thinking
Narrow yourfocus
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1. AWARENESS
Narrow your focus to the one problem you will work on:
- Identify the critical issues
- Use criteria to review each problem
Expand your thinking
Narrow yourfocus
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2. ANALYSIS
Expand your thinking to identify all possible causes:
- Gathering and analysing data
- Charting all possible causes
- Reviewing the process
Expand your thinking
Narrow yourfocus
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2. ANALYSIS
Narrow your focus to the core causes of the problem:
- Use criteria to review each possible cause
- Identify the chief underlying root cause(s)
Expand your thinking
Narrow yourfocus
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3. ALTERNATIVES
Expand your thinking to all possible solutions:
- Brainstorm all possible solutions to each main cause
- Be creative, think outside the box
- Pool together thoughts and “hitchhike” on each
other’s ideas
Expand your thinking
Narrow yourfocus
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3. ALTERNATIVES
Narrow your focus to the best solution available:
- Use criteria to assess the best solutions
- Agree consensus decision-making rather than
majority rule
- Ensure the solution addresses the main causes
Expand your thinking
Narrow yourfocus
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4. ACTIONS
Expand your thinking to all possible actions :
- Specify what needs to happen next and all
practical actions
- Ensure the strategy is tangible, not just
philosophical
Expand your thinking
Narrow yourfocus
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4. ACTIONS
Narrow your focus to determine who is responsible for what action and deadlines for completion of these actions:
- Clarify individual responsibilities
- Sequence all actions onto a timeline
- State indicators that will verify the problem is
solved
- Agree dates for progress review
Expand your thinking
Narrow yourfocus
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Learn how to prevent the problem from happening again in the future!
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Follow the PDSA model for continuous improvement…PLAN : Define the problem, collect relevant
data, and discover the problem's root cause
DO : Develop and implement a solution;
decide upon a measurement to assess its
effectiveness
STUDY: Measure before-and-after solution
implementation, and compare results.
ACT : Document the results, inform others
about process changes
Review the outcomes of the solution to the problem… is the problem still there?
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Remember, if the same problem still persists, repeat the process until you have dealt with the root cause!
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