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Creative Problem Solving for Business - http://metabiz.com.au Sometimes business owners get caught up in day to day operations and allow opportunities to pass them by. Developing new ways of solving problems can help you identify innovative solutions to save you time and money. This webinar will introduce quick and easy problem solving techniques that emphasise creative thinking and highlighting opportunity. Topics this interactive webinar will cover: • Five whys - quick and easy root cause assessment • Fish bones and other diagrams to create creative solutions • Using root cause analysis to develop amazing innovation • How to know if you are thinking inside or outside of the box
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Problem Solving
Simon Maselli General Manager
Metamorph Consulting Group
Metamorph Consulting Group
Practical Training and Advice
Today’s Presenter: Simon Maselli
Simon Maselli
Today, our topic is focussed on solving: !
difficult problems.
Problem Solving
Intransparency (lack of clarity of the situation)
Polytely (multiple goals)
Complexity (large numbers of items, interrelations and decisions)
Dynamics (time considerations)
Characteristics of Difficult Problems
Abstraction - solving the problem in a model of the system before applying it to the real system
Analogy - using a solution that solves an analogous problem
Brainstorming - suggesting a large number of solutions or ideas and combining and
developing them until an optimum solution is found
Divide and conquer - breaking down a large, complex problem into smaller, solvable problems
Problem Solving Strategies
APS - Applied Problem Solving
GROW Model
OODA loop - (observe, orient, decide and act)
PDCA (plan-do-check-act)
RPR Problem Diagnosis
Problem Solving Methodologies
5 Whys
fishbone (or Ishikawa) diagram
Root Cause Analysis Tools
The primary goal of the technique is to determine the root cause of a problem
5 Whys
5 is derived from the observation on the number of iterations typically needed to resolve the problem
5 Whys - Example
The Vehicle will not start
WHY? - The battery is dead (1st Why)
WHY? - The alternator is not charging (2nd Why)
WHY? - The belt has broken (3rd Why)
WHY? - The belt has gone beyond it’s recommended service life & not replaced (4th Why)
WHY? - The Vehicle was not maintained to the recommended service schedule (5th Why)
5 Whys - Example
The System is not perfect
Teruyuki Minoura
5 Whys - Criticism
Other Names:-
fishbone diagram
herringbone diagram
cause-and-effect diagram
Ishikawa diagram
Commonly used for product design and quality defect prevention.
!
“To identify potential factors causing an overall effect”
What is it’s intention?
Major Categories
!
People - Method - Machines - Materials Measurements - Environment
Major Categories
Fishbone Explained
Problem xxx (Effect)
People
Methods
Machines
Materials Measurements
Environment
Primary Cause
Secondary Cause
The System is not perfect
Necessary vs. Sufficient Conditions
Fishbone - Criticism
Streamlined Approach.
Technically is not Correct
Gets Results
Practical Problem Solving
Problem: John (our customer) has complained that his delivery never arrived….
Putting it All Together - Example
1. Gather Facts
Ensure you gather only facts. Ensure you differentiate between fact and opinion.
Solving Complex Problems
“Common barriers to problem solving are mental constructs that impede our ability to correctly solve problems. These barriers prevent people from solving problems in the most efficient manner possible.”
Confirmation Bias
Mental Set
Functional Fixedness
Unnecessary Constraints
Irrelevant Information
Common Barriers to Problem Solving
Facts: Johns delivery never arrived….
Driver Was Questioned and Confirmed the package left the dispatch. His log is complete and the ledger indicates he dropped the package at 1pm. The sent items where cross referenced with the original order
and dispatch log.
Compare with Facts
2. Brainstorm to Complete Fishbone
Only want high level Problems at this stage.
Solving Complex Problems
Brainstorm - Primary Causes
Delivery Didn’t Arrive
People
Methods
Machines
Materials Measurements
Environment
Wrong Address written on
package label
Driver Got Sick
Van Broke Down on the way
Blizzard
Fire
Wrong Items
DeliveredItem arrived
but not checked in
Dispatch sabotaged package
Van Crashed
Arrived but package was late
(after Call) Order not Recorded in system
3. Eliminate Incongruence
Cross out the Incongruence between items on the Fishbone Diagram and what the facts tell us.
Keep these Items for Later Opportunity
Solving Complex Problems
Eliminate Obvious Incongruence
Delivery Didn’t Arrive
People
Methods
Machines
Materials Measurements
Environment
Wrong Address
Driver Got Sick
Van Broke Down on
wayBlizzard
Fire
Wrong Items Item arrived but
not checked in by client
Dispatch sabotaged
orderVan
Crashed
Arrived but later then client expected Order not
Recorded in the System
Arrived but later then client expected.
Why? Customer Didn’t know what time to expect order
Why? Sales Rep Didn’t inform Customer of Time
Why? He Forgot to Tell the Customer
Why? There is no Procedure to Follow
Why? A procedure hasn’t been created
Drill Down With 5 Whys
Eliminate Obvious Incongruence
Delivery Didn’t Arrive
People
Methods
Machines
Materials Measurements
Environment
Wrong Address
Driver Got Sick
Van Broke Down on
wayBlizzard
Fire
Wrong Items
Item arrived but not checked in by
client
Dispatch sabotaged
orderVan
Crashed
Arrived but later then client expected Order not
Recorded in the System
Procedure hasn’t been created
Repeat for Each Cause that “could” be a potential Failure Mode
These are opportunities
!
Expect it to be more complex
Developing Solutions: Innovation (YouTube)
What we haven’t discussed
www.metamorphcg.com.au
1300 916 082
Social Media #METABIZ
How to Get More Information
Questions
Simon Maselli General Manager
Metamorph Consulting Group
