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A Team Approach
to Problem Solving
Presented by IMA Leadership Academy
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Moderator
V. Marcine Johnson, CPA
President and CEOAccounting & Tax Advisory Services, Inc.
Dean
IMA Leadership Academy
Featured Presenter
Daniel Smith, CMA, CPAPrincipal Consultant
Syntelli Solutions
Daniel Smith’s Biography
7
Using business intelligence platforms to bridge the gap between advanced data
analytics and the efficient, effective principles of accounting, Daniel Smith applies
technology and mathematics to make business faster and smarter.
Daniel has managed solutions for diverse client sectors such as advertising,
military, insurance, and oil and gas. These solutions include business intelligence
platform management, online key performance indicator identification and
tracking, to full predictive data model construction. Although the analytic
solutions are often mathematically complex, Daniel’s presentation and academic
background ensures any insights delivered by solutions are relevant and simple
to understand.
Mr. Smith earned his MBA from Coastal Carolina University in 2009, became a
Certified Management Accountant in 2010, and a Certified Public Accountant in
2011. He was also awarded the Institute of Management Accountant’s 2013
Young Professional of the Year award for his work in furthering business
intelligence in management accounting.
Objectives
8
After this session, attendees will be able to:
Identify problem situations that are appropriate for applying a problem solving methodology.
List techniques for analyzing a problem situation to understand it thoroughly.
Become familiar with strategies for generating potential solutions to a problem.
Describe approaches for selecting a solution and developing an implementation plan.
Summarize methods for implementing a solution.
Designate appropriate strategies for evaluating the solution and identifying additional problems to resolve.
Discussion and Brainstorming
9
Why should we take a team
approach to problem solving?
What leadership attributes are
important to problem solving?
Why should we adopt a specific
methodology for problem-solving?
Food for Thought
10
“A problem is a chance
for you to do your best.”-Duke Ellington
“Never let the fear of
striking out get in your
way.
-Babe Ruth
“Need and struggle are
what excite and inspire
us.”
-William James
“All progress is precarious,
and the solution of one
problem brings us face to
face with another problem.”
-Martin Luther King, Jr.
Poll Question #1
11
Which quote best describes problem-solving for you?
a. “A problem is a chance
for you to do your best.”
–Duke Ellington
b. “Need and struggles are
what excite and inspire us.”
–William James
c. “Never let the fear of striking
out get in your way.”
–Babe Ruth
d. “All progress is precarious, and the
solution of one problem brings us face
to face with another problem.”
–Martin Luther King, Jr.
Problem Solving Methodology
12
1. Identify the problem
2. Analyze the problem
3. Generate potential solutions
4. Select & plan the solution
5. Implement the solution
6. Evaluate the solution
Step 1: Identify the Problem
13
Changes in performance indicators (revenue,
expenses, sales, etc.)
Increases in poor service or product issues
Increase in customer complaints
Cost ratios change disproportionally
Process time increases
Increase in employee turnover,
especially with experienced workers
Increased absenteeism
Increased employee disengagement
Increased staff complaints and/or complacency
Economic climate worsens
Competition increases
Check Sheets
14
DAY Billing
Errors
Change of
Address
Policy
Change
Missed
Payments
Monday ////// ///////// / /
Tuesday /// //
Wednesday /// // /// /
Thursday // // ////
Friday // /// ///////////// /////
Saturday / / /// /
TOTAL 18 15 24 12
Flow Charts
15
Pareto Charts
16
Poll Question #2
17
Which tool do you think will be
most helpful to you in devising
a problem statement for the
problem you are facing now or
have faced recently?
a. Check Sheets
b. Flow Charts
c. Pareto Charts
Step 2: Analyze the Problem
18
Rely on data, not opinions
Focus on processes and
data rather than people
May lead to a different or
edited problem statement
Root Cause Analysis
19
Received a
speeding ticketWHY? Late for work WHY? Overslept
WHY?
Alarm clock
did not workWHY?
Batteries
deadWHY?
Forgot to replace
them
Gap AnalysisP
erf
orm
ance M
etr
ic
Time
The Gap
PotentialWhere we want to/could be
PerformanceWhere we are heading if we do nothing
Cause and Effect Diagrams
Plant Cannot
Print Ticket
People
Daily
Operational
Procedures
SoftwareHardware
Daily Procedures
Router Maintenance
Router Replacement Router Setup
Responsibility &
Accountability
Personal Objectives
Business Rules Business Rules
Step 3: Generate Potential Solutions
22
Be creative
Identify as many
solutions as possible
Wait to limit solutions
in the next step
Brainstorming
23
1. No evaluation or criticism
of any kind is allowed
2. Everyone is encouraged
to generate ideas
3. Stretch for quantity
4. Build upon and modify
other people’s ideas
5. Capture and display every idea
6. Use humor
Literature Review
24
Professional journals
Business magazines
Benchmarking studies
Industry studies
Competitive and
marketing analyses
Step 4: Select and Plan the Solution
25
Establish criteria
Apply the criteria to
the potential solutions
Make a project plan for
implementing the solution
Criteria Rating
26
Criteria Wt Sol 1 Sol 2 Sol 3 Sol 4 Sol 5
Quick fix 1
Within budget 1
Affects few
employees1
Correlated to
performance2
Management
support1
Total
Evaluate the Criteria
27
Voice opinions
Vote
Autocratic
Consensus
Other
Consensus
28
Open, honest communication
Sharing all relevant information,
data, and feelings
Conflict /differences of opinion
viewed as helping, not hindering
Freedom to exert influence and
take risks without fear of ridicule
Each member accepts responsibility
for hearing and being heard
Mutual respect and trust
Poll Question #3
29
How does your team
typically arrive at decisions?
a. Voicing opinions
b. Voting
c. Autocratic
d. Consensus
Step 5: Implement the Solution
30
Collect data to make
alterations where necessary
Keep communications open
Create acceptance for
the change
5. Implement the Solution
31
Introducing a new library computer system
Forces for Forces against
Simplified transactions
Automatic reminders
Quicker search
Better service
Computer skeptics
Computer problems
Layoff fears
Gantt Chart
32
Tools
33
Key Performance Indicators (KPIs)
Surveys of impacted stakeholders
Scorecards
Step 6: Evaluate the Solution
34
Make improvements to the
problem solving process
Verify that the solution
had the desired results
Understand what contributed
to success and failure
Poll Question #4
35
Which tool have you most
often used to evaluate a
problem solution?
a. KPIs
b. Surveys
c. Scorecards
d. Other evaluation
process/tool
e. Have not done
a formal evaluation
Problem Solving Methodology
36
1. Identify the problem
4. Select and plan the solution
2. Analyze the problem
3. Generate possible solutions
5. Implement the solution
6. Evaluate the solution
Many problems Problem to solve
Many possible causes Root causes
Many solution ideas Clarified solutions
Many criteria One agreed upon solution
Many steps to implement Coordinated plan to work
Many results Improvements identified
Gaining Buy-In
37
Align problem with the organization’s
strategic priorities
Identify key stakeholders
Summarize key
project information
Prepare and execute
communications to
keys stakeholders
Prepare and practice
“elevator speech”
Benefits of a Problem Solving Methodology
38
Avoids jumping to a conclusion before
effectively analyzing the problem thoroughly
Makes more likely to gather
critical information
Defines the problem clearly
Identifies clear root causes
Brings a diverse set of ideas for
solutions through a wider variety
of team members
Resources are available from
a broad circle of employees
Reduces company political
obstacles with a team approach
Characteristics of an Effective Problem Solver
39
1. Has a positive attitude –problems are opportunities
2. Defines problems carefully
3. Utilizes a system
4. Avoids the experience trap
5. Considers every perspective as their own
6. Uses conflict management to solve problems
7. Listens to their intuition
8. Goes beyond solving the problem to find opportunities
9. Seeks permanent solutions
10. Gains agreement and commitment
Poll Question #5
40
Which characteristic of an effective
problem solver would you most like
to develop?
a. Viewing problems as opportunities
b. Using a system
c. Avoiding the experience trap
d. Using conflict management
to solve problems
e. Gaining agreement and commitment
f. One of the other characteristics
Summary
41
What needs to change?
•Check sheet
•Flow chart
•Pareto chart1. Identify the
problem
1. Identify the
problem
Summary
42
What causes
the problem?
•Root cause
analysis
•Gap analysis
•Cause-and
-effect diagrams
What needs to change?
2. Analyze the problem
1. Identify the
problem
Summary
43
What needs to change?
2. Analyze the problem
How could the
change happen?
•Brainstorming
•Literature review
What causes
the problem?
3. Generate
potential
solutions
1. Identify the
problem
Summary
44
What needs to change?
2. Analyze the problem
What causes
the problem?
3. Generate
potential
solutions
4. Select & plan the solution How could the
change happen?•Criteria rating forms
•Consensus
What is the best way
to make the change?
1. Identify the
problem
Summary
45
What needs to change?
2. Analyze the problem
What causes
the problem?
3. Generate
potential
solutions
4. Select & plan the solution How could the
change happen?
5. Implement the solution•Force field analysis
•Gantt chart
Are we following
the plan?
What is the best way
to make the change?
1. Identify the
problem
Summary
46
What needs to change?
2. Analyze the problem
What causes
the problem?
3. Generate
potential
solutions
4. Select & plan the solution How could the
change happen?
5. Implement the solution
6. Evaluate
the solution
How well did the solution work?
•KPIs
•Surveys
•Balanced Scorecards
Are we following
the plan?
What is the best way
to make the change?
1. Identify the
problem
Summary
47
What needs to change?
2. Analyze the problem
What causes
the problem?
3. Generate
potential
solutions
4. Select & plan the solution How could the
change happen?
What is the best way
to make the change?
5. Implement the solution
Are we following
the plan?
How well did the solution work?
6. Evaluate
the solution
Action Planning
48
Do I have the soft skills, technical
skills, and/or leadership skills that
enable me to use the problem-
solving methodology most
effectively?
What are the most important
concepts I learned or reviewed
in this workshop?
How will my on-the-job
behavior change as a result
of what I learned or reviewed?
How will I and my company
benefit from what I learned
or reviewed in this workshop?
Questions & Answers
V. Marcine Johnson, CPAPresident and CEO
Accounting & Tax Advisory Services, Inc.Dean
IMA Leadership Academy
Use the Q & A Panel to send your questions to our panelists.
Daniel SmithPrincipal Consultant
Syntelli Solutions
Thank You to Our Presenter!
Daniel Smith, CMA, CPAPrincipal Consultant
Syntelli Solutions
Thank You to Our Moderator!
V. Marcine Johnson, CPA
President and CEOAccounting & Tax Advisory Services, Inc.
Dean
IMA Leadership Academy
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► Your CPE credit will be automatically recorded in your transcript.
Final Reminders
Notification of Future Webinar Schedules
Next Leadership Academy Webinar:
• Interpersonal Communications: Understanding You and Me
• Tuesday, September 23, 2014, 1 p.m. Eastern Daylight Time
www.imanet.org/programs_events/leadership_academy.aspx
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