Problem-solving

What is a problem?
Why is solving problems important?
What are the advantages to an organisation of
a common approach to problem-solving?
What is a problem?

A problem occurs when we want something
specific to happen and something different
happens
Chinese definition of insanity:
Doing the same thing over and over again
and expecting something different to happen
Why is solving problems important?

Reasons include:
Frustration and annoyance to staff
Safety
Additional cost/loss of profit
Damage to customers and key external
relationships
What are the advantages to an
organisation of a common
approach to problem-solving?

Allows discussion without blaming or
finger-pointing
Maximises the chance of getting the best
result
Group Work 1
Decide on a problem you have had at work or
in your personal life and write it down

Steps in a commonly-used method
of problem-solving
1. Define the problem (ie ask the right question)
2. Find the root cause(s):
3. Generate solutions
4. Decide on the most appropriate solutions (ease of
implementation, cost, effectiveness, etc)
5. Implement
6. Measure/check the result and repeat the process if
necessary
Define the problem (1)
This photocopier is always breaking down
(Lack of precision as to how often and what
other events are associated with the
breakdown)
Better: When someone puts slide
transparencies in the copier, it jams
Define the problem (2)
The lights have gone out we need an
electrician
This statement makes an assumption about
the solution without analysing the possible
causes of the lights going out (non-payment of
bill, light bulb failure, planned shut-down for
maintenance, etc)
Problem definition
Try to use only facts, and avoid opinion words
(obviously, clearly)
Be precise and avoid generalisations (always, never)
Dont make assumptions about the cause (we need an
electrician, call a mechanic)
Try to find events which happen at the same time as the
problem event (the car breaks down when it rains)
See if you can measure the frequency of problem events
Group Work 2
Try to define your problem clearly, including:
what you want to happen
what happens instead
whether this happens in specific
circumstances
Causes
It is very important to get to the root cause of a
problem (the cause which, if fixed, will resolve part
or all of the problem)
One way to get to the root cause: keep asking
Why? (the Japanese have a saying: Ask Why five
times)
Dont assume that because two things happen at the
same time, they are necessarily linked. They may
both be caused by a third factor, or it may be just a
coincidence
There may be more than one cause
Group work 3
Imagine you have an old car which you keep in
a garage
You notice that under where the car is usually
parked, there is oil on the floor
What is the root cause of the problem?
A simple way of analysing
problems
Concern Causes Countermeasure
Hotel guests think that
the elevator/lift takes
too long to reach the
top floor of the hotel
The lift is poorly
maintained
Service it
The lift is an old
model and should be
replaced
Replace it
Guests get bored
waiting for the lift
Find ways of
distracting/entertaining
them while waiting:
music, TVs in the
lobby, install mirrors
so they can check
their dress
The 5 Whys
5 Whys in action
For Want of a Nail
For want of a nail the shoe is lost;
For want of a shoe the horse is lost;
For want of a horse the rider is lost;
For want of a rider the battle is lost;
For want of a battle the kingdom is lost; And
all for the want of a horseshoe nail.
- George Herbert

Solutions
Once you have some possible causes, you need to
think of some solutions
A good way to do this is brainstorming:
Everyone makes suggestions, which are all recorded, no
matter how extreme they sound
No-one should criticise anyone elses ideas (an apparently
silly idea may trigger a thought from someone else)
When finished, put the ideas into groups of similar types
Choosing a solution
Choose a few possible solutions, remembering any
constraints on the solution:
Cost
Timing
Geographical location
People requirements/constraints
Try to put the best solutions into a logical order, so
you can try the second one if the first one doesnt
work
Implementing solutions
Make sure someone is responsible for
implementing the solution in a given
timescale and has sufficient resources:
Time
Money
People
Knowledge
to do so
Group Work 4
Working with your partner:
Develop some possible root causes for the
problems you each wrote down earlier using the
Cause/Cpncern/Countermeasure table
Try to think of some solutions
Pick the one which offers the most cost-effective
solution
Be ready to present it to the class on a sheet
of paper
Check the solution worked
Try to agree on a system to measure the
problem after the solution is implemented
If it doesnt work, repeat the process!