7528323 problem solving techniques case study

8/3/2019 7528323 Problem Solving Techniques Case Study

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1. What is Problem? 2. What is problem solving?

3. Steps to Problem Solving 4. Techniques of Problem Solving

5. Case Study on USP Tool. Introduction to Case. Introduction to USP Tool. implementation of Tool.

Conclusion.

6. Case Study on Value Chain Tool. Introduction to Case. Introduction to value Chain Tool. Implementation of Tool.

Conclusion.

7. Case Study on AppreciationTool.


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Most people rush to findsolution before knowing the

real problem.

unknown


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Problem is a chance for you to do yourbest.

A problem is the difference between theactual state and desired state.

A problem is an opportunity forimprovement.


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Most people spend more time and

energy going around problems

than in trying to solve them.

Henry Ford


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Problem solving is a tool, a skill and a

process.

It is a tool because it can help you to solve

an immediate problem or to achieve agoal.


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It is a skill because once you have learntit you can use it repeatedly, like theability to ride a bicycle, add numbers orspeak a language.

It is also a process because it involves anumber of steps.


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STEPS:

1.Identify the problem

Involves identifying the problem in orderto find an appropriate solution.

2.Explore the problem

Looking at the problem from different

angles. Such as:

How is this problem affecting ?


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3.Set goals

After having thought about the problemfrom different angles one can identifytheir goals.

4.Look at Alternatives

Involves brain-storming for ideas tocollect a list of possibilities.


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5.Select a possible solution

Choosing the most relevant and

manageable alternative.

6.Implement a possible solution

Putting the chosen solution in action.

7.Evaluate

Examining the possible solution for itseffectiveness. For e.g.:

How effective was that solution?


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Appreciation - Extracting maximuminformation from facts.

Drill-Down - Breaking problems downinto manageable parts.

Cause & Effect Diagrams - Identifyinglikely causes of problems.


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Systems Diagrams - Understanding

how factors affect each other.

SWOT - Analyzing strengths,

weaknesses, opportunities andthreats.

Cash Flow Forecasting withSpreadsheets - Analyzing whether anidea is financially viable.


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Risk Analysis Porter's Five Forces -Understanding the balance of power in

a situation.

PEST Analysis - Understanding "big

picture" forces of change.

Value Chain Analysis - Achieving

excellence in the things that matter.

USP Analysis - Finding competitive

edge


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Dan Jackson, the new CEO of LPC Office

Supplies.

He was confused by the situation he'd

inherited, and felt that the company wasdrifting.

He was worried that the company had nodistinctive market position (no competitiveedge)

He decided to use USP Analysis.


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It's your "Competitive Edge". Its the reason

why customers buy from you and you alone.

Process :1. Understand the Characteristics that

Customers Value.

2. Rank Yourself and Your Competitors By TheseCriteria.

3. Identify Where You Rank Well.

4. Preserve Your USP (and Use It!).


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1. Understand the Characteristics that CustomersValue.

After talking to the company's biggest customers,

Dan has identified the following criteria as important:- Price- Quality of merchandise- Range

- Catalog quality- Website appearance and navigation- Ease of ordering- Speed of delivery- Reliability of delivery.


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LPCSUPPLIES

BARNWICKSMITH

ROSKANGROUP

HTXSUPPLIES

PRICE 7 9 6 6

QUALITY 7 7 7 7

RANGE 9 6 5 9

CATALOGUEQUALITY

9 7 6 9

WEBSITE 9 7 6 8EASE OFORDERING

7 7 7 6

SPEED OFDELIVERY

6 7 9 9

RELIABILITY 7 7 9 9


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Dan is sure that LPC can compete effectivelyagainst these competitors by emphasizing thebreadth of its range and the quality of itscatalog.

Dan decides to invest in LPC's website and itscustomer service systems, with a view toopening up a clear gap between itself andHTX.

And he then launches a marketing campaignstressing LPC's USP.


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Appreciation is a technique used bymilitary planners, so we will take a militaryexample:

Fact: It rained heavily last night

So What?

The ground will be wet

So What? It will turn into mud quickly

So What?


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If many troops and vehicles pass over the

same ground,

movement will be progressively slower

and more difficult as the ground gets

muddier and more difficult.

So What?

Where possible, stick to paved roads.

Otherwise expect movement to be muchslower than normal.


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While it would be possible to reach thisconclusion without the use of a formal

technique,

Appreciation provides a framework

within which you can extractinformation quickly, effectively andreliably.


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Lakshmi is a software development manager for a

software house.

She and her team handle short softwareenhancements for many clients.

Complaints regarding product & service quality.

Demand has fallen.

She plans to use Value Chain Analysis to deliverexcellent service to their clients.


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Value Chain Analysis helps you identify theways in which you create value for your

customers,

And then helps you think through how you

can maximize this value:

Whether through superb products, great

services, or jobs well done.


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1.Activity Analysis:

Identify the activities to undertake todeliver your product or service.

Include marketing of your products or

services; sales and order-taking;

operational processes; delivery; support.


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2.Value Analysis:

For each activity, you think through whatyou would do to add the greatest value for

your customer.

E.g. A telephone order-taking process, your

customer will value a quick answer to his orher call.

3.Evaluation and Planning: Thirdly you evaluate whether it is worth

making changes, and then plan for action.


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During the Activity Analysis :

She identifies the following Primary Activities

that create value for clients:

Order taking Enhancement specification

Scheduling

Software development Programmer testing

Secondary testing

Delivery


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Lakshmi also identifies the following

Support Activities as being important:

Recruitment: Choosing people who

will work well with the team.

Training: Helping new team members

to become effective.


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Giving a quick answer to incomingphone calls;

(order taking)

Having a good knowledge of thecustomers business, situation and

system, so that they do not waste thecustomers time with unnecessaryexplanation;

(Specification)


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Asking all the right questions, and

getting a full and accurateunderstanding of the customersneeds;

(scheduling)

Explaining the development process

to the customer and managing his orher expectations as to the likelytimetable for delivery.

(Delivery)


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7528323 problem solving techniques case study

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