by Brice Alvord
Everyday you and your team face dozens of problems which you must address. The current business environment requires speedy and effective solutions. How can you ensure this? Only with a problem solving model can you achieve consistent results.
A problem solving model is conceptual framework for addressing problems, not a formula for solving them.
People are the actual problem solvers. But teams of people usually need an agreed-upon framework to keep them focused on task.
Though problem-solving models can be highly sophisticated and technical, the model covered in this section has just five simple steps. Despite its simplicity, it is comprehensive enough to address all but the most technical problems. But because of its simplicity, your team is likely to remember and use it.
Purpose of a Model
A problem-solving model can help a team stay on track and work efficiently. Without a model the team may overlook many of its options and step into still other problems.
With a model, a team has a framework to help:
• Air everyone’s concerns
• Look beyond symptoms
• Explore all solutions
• Anticipate problems
• Follow through
• Work productively
Using the Problem Solving Model
The sequence begins with step “1”- Identify the problem” and proceeds clockwise through all six steps:
• Identify the problem
• Analyze The Problem
• Evaluate Alternatives
• Test Implement The Solution
• Standardize The Solution
Model Characteristics
The steps shown in the figure above are arranged in a circle to emphasize the cyclic continuous nature of the problem-solving process. The model has several important characteristics:
• There are no branches or choice points. All five steps are required in the order shown. When one step is completed, your team proceeds counter clockwise to the next step.
• The steps are repeatable. At any step, your team may decide to return to and repeat an earlier step. Analyzing a problem, for instance can lead back to re-identifying it.
• The process is continuous. Implementing a solution does not end the process.
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Though the steps have discrete names, there is no clear demarcation between them. Identifying and analyzing a problem frequently overlap.
Getting Started
The first step – identify the problem is a broad review of the current situation. In most environments, problems, or improvement opportunities are easily identified. But choosing just any problem may not reap the benefits your efforts deserve. To get the most out of the time that will be invested completing the problem solving steps, focus on a customer-related problem When identifying the problem make sure that you:
• Show the need for improvement in measurable terms
• State the problem
• Establish an interim target and a date for achieving this improvement
Useful tools for Identifying
Useful tools for identifying a problem include:
• Brainstorming
• Interview
• Survey
• List reduction
• Matrix
Guidelines For Developing A Problem Statement
When developing a problem statement:
• Be specific
• Describe a problem, not a symptom
• Relate the current situation to what is desired
• Be free of causes and solution.
Guidelines for Setting Targets
When setting targets you must remember to:
• Express targets quantitatively
• Be aggressive in your selection
When analyzing the problem:
• Identify the root cause(s) of the problem
• Verify each root cause
• Identify the root causes most responsible for the problem
• Targets should be changed as the situation changes
• Establish a long-term target and define intermediate targets
Useful Tools for Analyzing
Useful tools for analyzing a problem include:
• Cause-and-effect diagram
• Flowchart
• Pareto chart
• Brainstorming
• Check sheet
Guidelines For Collecting Data
When collecting data:
• Establish a purpose before collecting data
• Determine if the indicators are reliable
• Track all data needed
• .Record the data carefully
Evaluate Alternatives
When evaluating alternatives:
• Identify actions that will reduce or eliminate the root cause(s)
• Determine which actions will lead to the targeted level of improvement
• Plan the implementation of selected solutions.
Useful Tools for Evaluating
Useful tools for evaluating alternatives include:
• Brainstorming
• Interview
• Survey.
Guidelines for Developing Alternative Solutions
When developing alternative solutions:
• Be creative — identify as many potential actions as possible
• Don’t be constrained by current practice
• Be supportive.
Factors to Consider When Choosing Solutions
Factors to consider when choosing solutions include:
• Effectiveness
• Has this been tried before?
• Will it solve all or part of the problem?
• Will it achieve the target for improvement?
• Feasibility
• Can we implement this solution?
• Is it practical?
• Timeliness
• How fast will it work?
• Is it a long – or short-term solution?
• Can we afford to wait?
• Customer-oriented
• Does it satisfy identified customer requirements?
• Will it improve service quality?
What to Consider
Consider the following:
• Manpower (people)
• Whose support will be needed to successfully implement the solution?
• Materials
• Will your solutions require that new or different materials be utilized?
• Who will procure them?
• Methods
• How will those involved learn how to implement what you propose?
• How will you know if your solutions are working?
• Machinery
• Will your solutions require that new or different equipment be utilized?
Elements of Planning
Elements of planning include:
• The objective is clearly stated
• Each activity is defined
• Responsibility assigned
• Due dates are established.
Test Implement the Solution
When test implementing the solution:
• Implement the plan
• Help the solutions succeed
• Show measurable improvement
• If measurable improvement is not evident, restate the problem.
Useful Tools for Test Implementing
Useful tools for test implementing the solution include:
• Line graph
• Pareto chart
• Pie chart
• Bar chart
• Histogram
• Check sheet.
Ensuring Effective Solutions
In order to ensure effective solutions, you should:
• Communicate the plan
• Monitor plan implementation
• Reinforce each other
• Adjust when necessary.
Standardize the Solution
When standardizing the solution, remember to:
• Ensure that your solutions are made permanent
• Determine if the solutions will be effective elsewhere.
Useful Tools for Standardizing
Useful tools for standardizing the solution include:
• Flowcharting
• Brainstorming.
Steps for Maintaining the Gains
To maintain your gains:
• Make periodic checks
• Clarify work activities
• Develop and follow procedures
• Assign responsibility.
There are numerous problem solving models available. We have found over the years that the one presented above is easy to remember and apply. You and your team can learn it quickly and begin applying it to your work environment immediately.
Tags: decision making, Management, Problem solving, team work
