Problem Solving Skills

Key Learning Points:

Lesson 1: Becoming Aware of a Problem

•  Ways to recognize indications of problems
•  Ideas to help decide which problems to work on first.

Lesson 2: Why Use a Structured Problem-Solving Process?

•  How a formal problem-solving approach can improve the effectiveness of the whole organization.
•  Building a common problem-solving language.

Lesson 3: Do You Need a Team?

•  Five questions to determine which problems need a team and which problems one person working alone can effectively handle.

Lesson 4: The Importance of Data

•  How data leads to information and information points the way to knowledge.
•  Subjective versus objective data.
•  Attribute data versus variable data.
•  Using data to infer and make judgments.

Lesson 5: Different Problem-Solving Models

•  8-Discipline Problem-Solving Model
•  DMAIC Project Cycle
•  Xerox Problem-Solving Process
•  Boeing Process Flow for Working Projects
•  A generic Six-Step Problem-Solving Model

Lesson 6: Use a Team Approach

•  Establishing team membership, roles of the members, boundaries of freedom for the team, and getting the team started up.
•  Developing the Problem Statement.
•  Designing and putting temporary measures into place and verifying that they are working.
•  Using a systematic approach to collect, display, and analyze data to identify the root cause(s).
•  Verifying that the cause identified is truly the root cause.

Lesson 6: Develop Solutions

•  Finding a solution to attack the root cause and correct the problem.
•  Using mistake-proofing techniques.
•  Developing simple and complex action plans.
•  Using Gantt and PERT Charts to plan the implementation and monitor progress.
•  Finishing the job to ensure the problem does not come back.
•  Ensuring training, audit practices, and knowledge transfer are completed.

Lesson 7: Congratulate the Team

•  Providing recognition for the problem-solving team.
•  Ensuring the problem-solving team recognizes those that have assisted them.