U can solve this tooThe practice of problem solving

Icebreaker

• How many times a day do you think that you are engaged in problem solving?

Average is 10 times a day most decisions go unrecognized.• What are some of the daily problems you solve at home, school or the

workplace? Examples: How do I get my child to a sporting event ,attend a PTA meeting and fix dinner all by 6pm? How do I save resources and increase staffing for a project• How often are you aware that you are solving problems regularly?

Almost never !!! It is part of our daily process.

Problem Solving

• Problem solving is one of the most important skills for success in the workplace and at home. The ability to identify a problem, evaluate all of the relevant factors and develop a good solution is essential. • Whether you are experiencing conflict with a co-worker, dealing with

multiple tasks that need to be prioritized, or trying to track a shipment that hasn’t arrived, problem solving is a part of everyday life.

Objectives

• Discuss problem solving techniques • Basic problem solving tools• Discussion of exercises

Problem Solving Basic Steps

• What is the problem?• Are you sure that the problem you identified is the real problem?• What are the alternates solutions?• Did you take a 360 degree view of the problem?.

Problem Solving Basic Steps cont.

• How do you evaluate the issues/problem from a bird’s eye view ?• What are your priority issues?• What is needed to ensure that the solution is the right solution?.

Problem Solving basic steps

• Name some of the problem solving basic steps.• Why is following a basic plan ensuring a successful solution to your

problem?

Problem Solving Techniques-Most common methods are:• The Five Whys Technique• The PROACT Technique• The Creative Technique (SIMPLEX)• The Collaboration Technique• The Plan, Do, Check, Act Techniques

Brief overview of Problem Solving Techniques• The Five Whys Techniques: is used to identify the root cause(s) of a problem.

Often, what appears to be a problem is actually a symptom (sign, indication) of a bigger issue that needs to be resolved.

• e.g.

Symptom-Taxpayer files a Congressional Complaint

WHY

Delay in receiving refund

WHY

New computer software not timely installed due to budget

WHY

Budget not approved in a timely manner

WHY

CSR did not convey reason for delay and was arrogant

WHY

Root cause: Employee’s explanation and attitude of employee upset the taxpayer

Brief Overview of Problem Solving Techniques• The PROACT Technique encourages a thorough problem-solving

approach. The problem is examined in detail and potential solutions are carefully reviewed before any decisions are made. Answer the questions in each of the steps to work towards a solution.• PR- What is the problem• O- What are the obstacles• A- What are the alternatives• C-What are the consequences• T-What are your tradeoffs

Overview of Problem Solving Techniques cont.• CREATIVE TECHNIQUE: very common approach to problem solving. It can be

helpful to include a variety of people and ideas in the problem-solving process. • Orientation: set ground rules• Preparation and Analysis: what is the problem,• Brainstorming: Look for solutions anything goes on the table. • Incubation: Give time for folks to ponder the ideas and come in with New

Perspectives• Synthesis and Evaluation: Discuss, Select, implement and monitor the solution

Overview Problem Solving Technique Cont.

• Plan, Do, Check and Act (PDCA) Technique: The PDCA Technique is focused on continuous improvement• Plan: • Do: • Carry out the action plan.• Check: • Act: • Make a decision. If the action plan was successful, use it to plan future

improvements.• If it was not successful, repeat the cycle and develop a new approach.

Brief Overview of Problem Solving Techniques cont.• Collaboration Techniques: also involves group work, but is more focused on

dealing with sensitive issues that involve a variety of people and perspectives. • Gather the Facts and Data• Make your Assumptions• Identify the Options• Use Logic and Common Sense• Incorporate Your Feelings• Make Your Decision• Anything You Haven’t Considered• Revisions and Follow-up

Problem Solving Techniques (Interest base)

• Gather the Facts and Data

• Make your Assumptions

• Identify the Options

• Use Logic and Common Sense

• Incorporate Your Feelings

• Make Your Decision

• Anything You Haven’t Considered

• Revisions and Follow-up

Problem Solving Techniques

• Name the techniques discuss.• Name some of the steps used in problem solving• I’ve stated steps in one of the techniques which one?

Problem Solving Tools

• You must identify a problem or forecast a problem. • How to identify the problem.• Look for facts that you know or can predict.• What are the facts you do know.• What questions do you have?• Put facts in a time sequence. • Make check lists and a action plan.

Gather Facts and Data

Problem Solving Tools

•What do you think you know?• How will it affect your problem?• Is there other processes or

personnel to consider?• Assumption is the comprehensive

analysis of what is known and not known. Using the data to make qualified solutions.

Assumptions

Problem Solving Tools

•What are choices to a problem?• Defining your choices based on

informed analysis.Identified the Options

Problem Solving Tools

•What makes sense to resolve a problem?• Consider the affect that your

propose solution will have on the staff, equipment, other folks, the processes, cost analysis.• Is the solution practical?

Use Logic and Common Sense

Problem Solving Tools

• Emotions, enthusiasm, buy-in plays an important role in solving problems. This includes all affected by the propose solution.• Feelings that are not recognized

can lead to less information not being shared when making informed decisions for the propose solution.

Incorporate your Feelings

Problem Solving Tools

• Decide what proposed solutions make the most sense, is cost effective, and will yield the best solution.• Determine if you have all of the

necessary data to make the best recommendation.

Make your Decision

Problem Solving Tools

• Review your action plan and checklist for areas of concerns or missed data that could contribute to the success of the solution.• Share your proposal with others

for opinions.

Is there Anything you haven’t considered?

Problem Solving Tools

•Monitor the solution and review the outcome to determine if there should be readjustments or other considerations.

Revisions and Follow-up

Problems

• Over the next 45 minutes you will be assigned a problem case that you will need to solved. The presenter will provide instructions

Scenario 1

You notice that over the past three months there has been a problem with US Certifications being timely delivered to taxpayers. When you investigate this issue you find a couple key factors – the specialized paper needed for the certifications isn’t being delivered timely and due to recent staff reductions there are new clerks now responsible for processing the certifications. You are starting to receive complaints from the Tax Examiners that the current process is flawed, which is having an effect on moral.

Using the instructions given determine how you would seek to resolve the problem. Be prepared to scribe your responses on your flipchart and report to the class your decision(s).

Scenario 2

You have a team where the current error rate is 12% and the site quality goal of 94% hasn’t been reached in the past six months. Your reviews are consistent with the site quality goal but you’ve been unable to determine what the disconnect is. Based on your analysis no one employee is making multiple errors and no error trends are evident. The team is a newly formed seasonal team due to a recent reorganization and although the equipment has been upgraded, employee morale is low. You’re at your wits end trying to determine what is causing the problem. However, your manager has asked that you develop an action plan to remedy the issue.

Using the instructions given determine how you would seek to resolve the problem. Be prepared on to scribe your responses on your flipchart and report to the rest your decision(s).

Scenario 3

• You are a group manager of Revenue Officers. Three of your employees are constantly late with resolving their caseload . The cases were to go to trial but the officer delay is impeding the resolution of the case. Also the case would have gone to trail but the trail lawyers thought it was inappropriate to bring the case to trial during the holidays. There is another six month delay. There is very little collaboration between the agency and the trial lawyers . The communication it at all time low. • Using the instructions given determine how you would seek to resolve

the problem. Be prepared on to scribe your responses on your flipchart and report to the rest your decision(s).

Scenario 4

• AIMIRS has had a problem with succession planning. In many chapters the Presidents have been in office for the average of eight years. The average age of AIM members is 48-52. Membership has been declining especially among the folks between 22-35. Leadership complains that they cannot encouraged folks to step up to the plate and volunteers for committees or chair any activity. This problem has now risen to the next levels of the organization. • Using the instructions given determine how you would seek to resolve

the problem. Be prepared on to scribe your responses on your flipchart and report to the rest your decision(s).

Questions and Discussion of problems?