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PROBLEM SOLVING
Kishore Karve
Trainer, Coach, Consultant, Auditor

PROBLEM SOLVING in REAL LIFE

Criticizing, Questioning.
Incomplete , Biased data.
Too much Analysis.
Opinion Based.
Fire fighting Approach.
Skipping the steps.
Justifying a solution.
Underplaying adverse effects.

PROBLEM SOLVING & IMPROVEMENT

Problem of Maintenance
Problem of Improvement
Objective or Ideal level

Problem = Objective level - Current Level

Current Level

Analytical Thinking follows the

scientific approach to problem solving

Problem

Solution

Analysis

Hypothesis

Facts

Problem Identification
A problem becomes known when a person observes a
discrepancy between the way things are and the way things
ought to be. Problems can be identified through:
Comparative/benchmarking studies
Performance reporting - assessment of current
performance against goals and objectives
SWOT Analysis assessment of strengths, weaknesses,
opportunities, and threats
Complaints
Surveys
Etc.

Basic Questions to Ask in Defining the

Problem (regardless of the technique
used)
Who
Who is causing the problem?
Who says this is a problem?
Who are impacted by this
problem?
Etc.

When
When does this problem occur?
When did this problem first start
occurring?
Etc.

What
What will happen if this problem
is not solved?
What are the symptoms?
What are the impacts?
Etc.

Why
Why is this problem occurring?
Why?
Why?
Etc.

Where
Where does this problem occur?
Where does this problem have
an impact?
Etc.

How
How should the process or
system work?
How are people currently
handling the problem?
Etc.

PROBLEM SOLVING

Problem Identification
Data Collection
Methodology
Tools and Techniques

7 QC TOOLS

7 QC TOOLS
Used to identify, analyze and resolve
problems
Simple but very powerful tools to solve day
to day work related problems
Find solutions in a systematic manner
Widely used by Quality Circle members
world over

What are the Basic Seven Tools of

Quality?
1.
2.
3.
4.
5.
6.
7.

Fishbone Diagrams
Histograms
Pareto Analysis
Flowcharts
Scatter Plots
Run Charts
Control Charts

Brain storming
Stratification
Check sheets

IDENTIFYING AND SELCTING PROBLEM

PROBLEM SOLVING
[1] Write Statement of the problem(s)
[2] Define Gap Between Actual & target
[3] Prioritize
[4] Collect Data
[5] Sort symptoms & Causes (effects)
[6] Brain Storm
[7] Fishbone - cause & effect analysis
[8] Prioritize
[9] Brainstorm
[10] Build on each others ideas

IMPLEMENTING SOLUTION

PROBLEM SOLVING
[11] Analysis potential helps & hinders
[12] Prioritize solutions
[13] Clarify tasks / Action plan
[14] Resource / Costs
[15] Present proposals
[16] Establish controls
[17] Maintain Commitments
[18] Plan Contingencies
[19] Monitor results
[20] Restart Process if necessary

7 STEPS OF PROBLEM SOLVING--[1] Select theme.

[2] Collect and analyze data.
[3] Analyze causes.
[4] Plan and implement solutions.
[5] Evaluate effects.
[6] Standardize solution
[7] reflect on process