1 problem solving & decision making achieving desired results edge training systems inc
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Problem Solving &
Decision Making
Achieving Desired Results
Edge Training Systems Inc.
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Course Outline Definition Of Terminology Six Stage Problem Solving
Process Techniques Of Problem Solving
Gap Analysis, Brainstorming Tools Used In Evaluating Ideas
Knowledge Ranking Ideas, Pro-Con, Check Sheets, Impact / Implementation Analysis, Low Hanging Fruit Matrix
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Course ObjectivesAfter This Session, You Will Be Able
To…Understand how to define problems and the objectives for solving themLearn how to creatively solve problems through the use of various techniquesDemonstrate how to choose the best idea that will yield measurable resultsTake away a number of ideas that will become actionable items
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Farmer’s Land Bequest
Subdivide a farmer’s property upon his death into four pieces of equal size and shape for distribution to his four offspring. All land given to each offspring must be adjoining itself, and it can not be distributed piecemeal.
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Definition Of Terms Problem
A question or situation that presents doubt, perplexity or difficulty - something that needs to be corrected
Symptom A phenomenon or circumstance considered as
an indication or characteristic of a condition or event
Cause Something that produces an effect, result, or
consequence Solution
The method or process of solving a problem
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Problem Solving Video
As You Watch The Video, Please Take Note Of The Six
Steps In The Problem Solving Process
Record Your Ideas On Page #5 Of Your Workbook
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Problem Solving Process1. Define The Problem
Identify Root Cause, What Needs To Be Fixed?
2. Analyze The Problem Define Current State & Future Desired State
3. Develop Solutions Brainstorm Ideas
4. Evaluate Solutions Systematically Identify Drivers & Barriers
5. Choose & Implement The Best Solution Create Action Plans, Timelines, Measurable Results
6. Follow Up & Evaluate Progress Evaluate & Adjust Solutions
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Problem Solving Process1. Define The Problem
Get the facts, who, what, when, where, why, and how
Make sure that what looks like a problem is not just a symptom
Drill down to the cause of the problem by asking “why” a number of times
Look for something that changed at the same time the problem arose
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Root Cause - Ask Why?“My car doesn’t start.”Is that the problem? No, that is a symptom.
“Why didn’t the car start?” The battery is dead.Is that a problem or a symptom? Probably a symptom.
“Why did the battery go dead?”
This forces you to think of all the things that would kill a battery, like a bad alternator, a loose belt, lack of fluid in the battery, bad connection, left the lights on, etc, etc.
You check out all of these possibilities and you fix the true problem. If you had a bad alternator and had only replaced the battery, did you solve the problem?
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Other Tips / Summary
Asking “why” numerous times is the backbone of problem solvingThis helps you in determining root cause, to treat the true problems, not symptomsBreak complex problems into smaller parts and solve the small partsWhen having difficulty, step away, let it sink in and go back to it when you are freshInvolve other people with different points of view
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Problem Solving Process2. Analyze The Problem
Conduct a gap analysis What are we trying to accomplish Define the current & the desired state This shows you where you are and
where you want to be Prioritize if more than one objective is
identified to solve the problem
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Gap Analysis Activity
Complete A Gap Analysis
“Increase In Profitability”
Current State
Where You Are
Desired State
Where You Want To Be
Inefficiencies in productivity
Wasted resources, supplies
Too much overtime
Efficient productivity
Tighten belts on expenses
Additional staffing
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Drivers & BarriersThink Of The Forces That Will Support Or Block
The Implementation Of Your Plan.
List These “Drivers” & “Barriers” Below
DriversForces That Will Support Your
Plan
BarriersForces That Will Block Your
Plan
Increase In Productivity
Accounting Support
More Efficient Equipment
Vendors Reducing Costs
Higher Repairs & Maintenance
New Training On Equipment
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Problem Solving Process3. Develop Solutions
Brainstorm all possible solutions Requires group commitment Groups made up of people with
different points of view are more productive
Encourage participation and think the impossible is possible
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Brainstorming Ideas Allow time to think about the topic Break the group up into smaller groups Realign groups to expose people to new ideas Encourage people to speak their mind freely Incorporate activities that encourage movement Introduce a new train of thought or activity Actively engage people through questioning Sidestep to another thought on the same topic Take a break, add energy, humor or stimulation
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Brainstorming Rules No judgment – Do not criticize anyone’s
ideas Everyone must understand the objective Everyone must participate Quantity - Go for as many ideas as possible Wild ideas accepted - get playful, far-out Hitchhiking on other ideas is desired Switch your point of view. What if . . . ? Record all ideas
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Brainstorming Activity
Generate As Many Ideas As Possible
How Do We Increase Profitability?
Record Your Ideas On Page #13
Be Prepared To Report Out To The Group
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Idea Stimulators In a perfect world, what would this look
like? What if . . . ? What if a famous or historical person were
solving this problem? Asking Why? Why? Why? How else could this be done? What does this look like to the customer ?
. . . to another department ? . . . to a newcomer?. . to a child ?
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Questioning ? ? ? The key to generating a lot of ideas is to
ask a lot of questions Questions provoke a search for
knowledge and for understanding Ask who, what, where, when, why, and
how about all aspects of the problem to be solved
Questions lead to new thoughts, ideas and possibilities
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Mind Mapping Helps you to see the big picture visually. Helps you to identify the relationships
between processes and ideas. Helps you to organize your ideas into
groups/topics. Can be used with the other problem
solving techniques. Notes, Presentations, Planning Pondering Alternatives Starting A Project, Search Mode
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Mind Mapping Tips
Problem
New Idea
New Problem
New Idea
New Problem
Idea
Idea
Idea
Idea
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Mind Mapping
How Can We Increase Profitability?
Cut ExpensesInventory
Supplies
Products
Advertising
Cross Sell
Up SellRaise Prices
New Accounts
Cut Production
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Mind Mapping Draw A Mind Map To Generate
Ideas To Solve A Problem.
How Can We Increase Profitability?
Use Page # 17 To Draw Your Mind Map
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Problem Solving Process4. Evaluate Solutions Compare your ideas to your solution to
determine which idea will most completely satisfy the objectives
Be scientific by utilizing the methods of developing criteria
Make your solutions actionable Rate the potential of each item
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Today’s Methods: Rank The Ideas Using Current Knowledge Identify Advantages And Disadvantages Impact/Implementation Difficulty Analysis Complete A “Low Hanging Fruit” Matrix Compare Our Findings Based On Results
Evaluating Solutions
The Obvious Choice Would Be The Idea That Ranks The Highest Using All The
Methods
The Obvious Choice Would Be The Idea That Ranks The Highest Using All The
Methods
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Evaluating SolutionsHow Do We Increase Profitability?
Refer To Your Ideas On Page #13
Rank Your Ideas From 1 – 5
(Using Your Current Knowledge Base)
Record Your Top 5 Ideas On Page #19
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Evaluating Solutions
How Do We Increase Profitability?
Using Your Ideas On Page #19
Pick Your Top 3 Ideas
List The Advantages & Disadvantages
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Problem Solving Process5. Choose & Implement Best
Idea Choose the best idea based on evaluation Design an implementation strategy Create action plans, time lines, etc Assign tasks, goals & objectives Determine measurable results Create a contingency plan
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Impact / ImplementationIdea # Task or Action Business
ImpactImplementation Difficulty
1 Cut Expenses H L
L = Low, M = Medium, H = High
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Low Hanging Fruit Matrix
High
Medium
Low 1
Low Medium High
Level of Business Impact
Level of
Diffi
cu
lty
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Problem Solving Process6. Follow Up & Evaluate
Progress Follow through with solutions Establish accountability Monitor and track progress Evaluate results and adjust solutions Fall back on your contingency plan if
needed
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Problem Solving Process1. Define The Problem
Identify Root Cause, What Needs To Be Fixed?
2. Analyze The Problem Define Current State & Future Desired State
3. Develop Solutions Brainstorm Ideas
4. Evaluate Solutions Systematically Identify Drivers & Barriers
5. Choose & Implement The Best Solution Create Action Plans, Timelines, Measurable Results
6. Follow Up & Evaluate Progress Evaluate & Adjust Solutions
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Decision Making Skills
Your spaceship has just crash-landed on the dark side of the moon. You were scheduled to rendezvous with a mother ship 200 miles away on the lighted side of the moon, but the rough landing has ruined your ship and
destroyed all the equipment on board except for 15 items.
Your crew’s survival depends on reaching the mother ship, so you must choose the most critical items aboard
for the 200 mile trip to the rendezvous point.
Lost On The MoonLost On The Moon
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Lost On The Moon1. Working independently, rank your choices and justify each
choice (2 Minutes)
2. Break into teams and complete the exercise as a team
3. Compare individual rankings to group rankings
4. Do not assume that someone must win and someone must lose when discussion reaches a stalemate
5. Do not change your mind simply to avoid conflict
6. Avoid conflict-reducing techniques such as majority vote, averages, coin-flips and bargaining
7. Differences of opinion are natural and to be expected
8. Compare your rankings with those of NASA
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Lost On The MoonBox Of MatchesFood ConcentrateFifty Feet Of Nylon RopeSilk ParachuteSolar-Powered Heating UnitTwo .45 Caliber PistolsOne Case Of Dehydrated MilkTwo 100-lb. Tanks Of OxygenStellar Map (Moon’s Constellation)Self-Inflating Life RaftMagnetic CompassFive Gallons Of WaterSignal FlaresFirst-Aid Kit Containing Injection NeedlesSolar-Powered FM Transmitter/Receiver
Rank The Fifteen Items In Terms Of Their Importance
For Survival.
“1” Being The Most Important
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Lost On The MoonTwo 100 Lb. Tanks Of Oxygen Need Oxygen To Live, Most Important 1
Five Gallon Can Of Water Need To Survive, Replenish Fluids 2
Stellar Map )Moon’s Constellation) Primary Navigation Aid 3
Food Concentrate Means Of Supplying Energy Requirements
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Solar Powered Transmitter/Receiver Rescue Effort, Communications 5
Fifty Feet Nylon Rope Tie Together, Repel Cliffs, Pull Things 6
First Aid Kit With Injection Needles Safety, Contents May Have A Use 7
Silk Parachute Protection And Use As A Signal 8
Self Inflating Life Raft Used For Shelter Or To Carry Things 9
Signal Flares Distress Signal For Rescue, Mark Locations
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Two .45 Caliber Pistols Emergency Self-Propulsion 11
One Case Dehydrated Milk Bulkier Duplicate Of Food Concentrate 12
Solar Powered Heating Unit Of No Use Unless On The Dark Side 13
Magnetic Compass No Use, Different Magnetic Fields 14
Box Of Matches Useless, No Oxygen On The Moon 15NASA: Lost On The Moon Exercise
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Did We Survive?0-20 = Excellent:
You Survived And Saved Your Team !
21-32 = Good: You Made It Just In The Nick Of Time !
33-45 = Fair: Whew, You Were So Close !
46-70 = Oops: Don’t Worry, We’ll Alert Your Family !
71-112 = Oh Well: See You In This Same Class Next Week ?
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Problem Solving Tips
Six Step Process
Brainstorming Tips
Brainstorming Rules
Idea Stimulators
Evaluation Methods
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What Questions
Do You Have?
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