problem-solving skills guide

Pocket Skills GuideProblem Solving

2©Rothwell Douglas Ltd. 2016

“The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year.”

John Foster Dulles, Former US Secretary of State


Working in teams can be a critical process of solving problems within organisations


The pros of team problem-solving…

©Rothwell Douglas Ltd. 2016

Higher Commitment Increased Risk Taking

Reduced BiasGreater Output

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Yet team problem-solving can be problematic…


Time Constraints

ConformityCompetition/Self-Promotion

Lack of Objective Direction


Problem-solving is a creative event…


… but also needs to be a systematic and continuous process…

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The 4 As of Exploring Problems…

wareness

nalaysis

lternatives

ctions

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At every stage of this problem-solving process, expand your thinking in the beginning before narrowing your focus…

Expand your thinking

Narrow yourfocus

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Identify the problem, then expand thinking to consider all perspectives:

- Brainstorming

- Charting all ideas

- Not criticising or discussing during this time

1. AWARENESSExpand your

thinking

Narrow yourfocus

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1. AWARENESS

Narrow your focus to the one problem you will work on:

- Identify the critical issues

- Use criteria to review each problem


Narrow yourfocus

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2. ANALYSIS

Expand your thinking to identify all possible causes:

- Gathering and analysing data

- Charting all possible causes

- Reviewing the process


Narrow yourfocus

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2. ANALYSIS

Narrow your focus to the core causes of the problem:

- Use criteria to review each possible cause

- Identify the chief underlying root cause(s)


Narrow yourfocus

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3. ALTERNATIVES

Expand your thinking to all possible solutions:

- Brainstorm all possible solutions to each main cause

- Be creative, think outside the box

- Pool together thoughts and “hitchhike” on each

other’s ideas


Narrow yourfocus

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3. ALTERNATIVES

Narrow your focus to the best solution available:

- Use criteria to assess the best solutions

- Agree consensus decision-making rather than

majority rule

- Ensure the solution addresses the main causes


Narrow yourfocus

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4. ACTIONS

Expand your thinking to all possible actions :

- Specify what needs to happen next and all

practical actions

- Ensure the strategy is tangible, not just

philosophical


Narrow yourfocus

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4. ACTIONS

Narrow your focus to determine who is responsible for what action and deadlines for completion of these actions:

- Clarify individual responsibilities

- Sequence all actions onto a timeline

- State indicators that will verify the problem is

solved

- Agree dates for progress review


Narrow yourfocus

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Learn how to prevent the problem from happening again in the future!

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Follow the PDSA model for continuous improvement…PLAN : Define the problem, collect relevant

data, and discover the problem's root cause

DO : Develop and implement a solution;

decide upon a measurement to assess its

effectiveness

STUDY: Measure before-and-after solution

implementation, and compare results.

ACT : Document the results, inform others

about process changes

Review the outcomes of the solution to the problem… is the problem still there?

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Remember, if the same problem still persists, repeat the process until you have dealt with the root cause!

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Transforming the Experience of Work…Releasing Potential in People

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Expertise across Systems

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problem-solving skills guide

Leadership & Management