Problem-Solving Skills are the ability to identify problems, brainstorm and analyze answers, and implement the best solutions. An employee with good problem-solving skills is both a self-starter and a collaborative teammate; they are proactive in understanding the root of a problem and work with others to consider a wide range of solutions before deciding how to move forward.

Elements of Problem Identification Have you ever deployed your best team to resolve a problem and have the team execute flawlessly, only to find that the problem that was solved did not address the customer’s real need?

Elements of Problem Identification This common scenario is often the source of widespread customer dissatisfaction and is all too prevalent in today’s nonprofit business environment where valuable resources are needlessly and inadvertently wasted because problems are not accurately identified.

Elements of Problem Identification • Creative Problem Solving (CPS) is a way of solving problems or identifying opportunities when conventional thinking has failed. It encourages you to find fresh perspectives and come up with innovative solutions, so that you can formulate a plan to overcome obstacles and reach your goals. • It is imperative to understand the problem and what makes the CPS process effective is that it provides a structure, language, and tools for targeting opportunities. • The problem identification framework under the CPS model begins with the “Task Appraisal Process.”

Elements of Problem Identification The Task Appraisal Process has FOUR elements: Are the right ________ working on the tasks; do they have the authority and responsibility to take action; what level of sponsorship is being provided; do the people have the necessary knowledge and skill to address the problem?

Elements of Problem Identification The Task Appraisal Process has FOUR elements: Is there a clear understanding of the desired _______; is a current process being improved or are a new process being created; what are the most and least important aspects of the problem; how is the ________ that is desired different from what exists currently?

Elements of Problem Identification The Task Appraisal Process has FOUR elements: What has been tried before to address this issue; does it link to the strategic priorities; are there the necessary resources (time, money, people, etc.)?

Elements of Problem Identification The Task Appraisal Process has FOUR elements: How familiar are the people with the problem-solving tools / _________ that will be used

Elements of Problem Identification The power is in the execution and the tools for executing the process are categorized into three areas: Incremental change or step change will determine the appropriate and most productive use of the appropriate available tools.

Elements of Problem Identification The power is in the execution and the tools for executing the process are categorized into three areas: There are numerous tools that can compress a large quantity of options or others that are suited for in-depth analysis and development.

Elements of Problem Identification The power is in the execution and the tools for executing the process are categorized into three areas: It is a leadership role. They need to know how to use a range of creativity methods, tools, and techniques as well as manage group dynamics and move the group toward the desired outcome. The highly skilled facilitator will understand, plan, and manage the process to reach the desired outcome.

Applying Root Cause Analysis What is Root Cause Analysis? • Root cause analysis (RCA) is the process of discovering the root causes of problems in order to identify appropriate solutions. RCA assumes that it is much more effective to systematically prevent and solve for underlying issues rather than just treating ad hoc symptoms and putting out fires.

Applying Root Cause Analysis What is Root Cause Analysis? Root cause analysis can be performed with a collection of principles, techniques, and methodologies that can all be leveraged to identify the root causes of an event or trend. Looking beyond superficial cause and effect, RCA can show where processes or systems failed or caused an issue in the first place.

Applying Root Cause Analysis Core Principles : • Focus on correcting and remedying root causes rather than just symptoms. • Don’t ignore the importance of treating symptoms for short term relief. • Realize there can be, and often are, multiple root causes. • Focus on HOW and WHY something happened, not WHO was responsible. • Be methodical and find concrete cause-effect evidence to back up root cause claims. • Provide enough information to inform a corrective course of action. • Consider how a root cause can be prevented (or replicated) in the future.

The Problem-Solving Process Problem-Solving : Is the act of defining a problem; determining the cause of the problem; identifying, prioritizing, and selecting alternatives for a solution; and implementing a solution

The Problem-Solving Process : • In order to effectively manage and run a successful organization, leadership must guide their employees and develop problem-solving techniques.

The Problem-Solving Process • Finding a suitable solution for issues can be accomplished by following the basic four- step problem-solving process and methodology outlined below.

The Problem-Solving Process Define the Problem : • Differentiate fact from opinion • Specify underlying causes • Consult each faction involved for information • State the problem specifically • Identify what standard or expectation is violated • Determine in which process the problem lies • Avoid trying to solve the problem without data

The Problem-Solving Process Generate Alternative Solutions : • Postpone evaluating alternatives initially • Include all involved individuals in the generating of alternatives • Specify alternatives consistent with organizational goals • Specify short- and long-term alternatives • Brainstorm on others' ideas • Seek alternatives that may solve the problem

The Problem-Solving Process Evaluate and Select an Alternative : • Evaluate alternatives relative to a target standard • Evaluate all alternatives without bias • Evaluate alternatives relative to established goals • Evaluate both proven and possible outcomes • State the selected alternative explicitly

The Problem-Solving Process Implement and Follow-up on the Solution : • Plan and implement a pilot test of the chosen alternative • Gather feedback from all affected parties • Seek acceptance or consensus by all those affected • Establish ongoing measures and monitoring • Evaluate long-term results based on final solution

7 Steps for Effective Problem Solving • Ask yourself what the problem is. There may be multiple issues within a single situation. Make a list of these issues and define why each one is a problem to you. • Focus on behaviors rather than on yourself or a person. Incorrect example: “The problem is that I am stupid.” Correct example: “The problem is that I easily allow others to betray or disappoint me because I trust people too quickly.”

7 Steps for Effective Problem Solving • Try to _______ your goals specifically, while making them as realistic and attainable as possible. An example of a poor or broad goal is “I want to be happy. • ”First, _______ what happiness means to you and what you can do to feel happier overall. Try to form your goals in the sense of actions you can take to achieve the desired goal.

7 Steps for Effective Problem Solving • Take time to ________ possible ways to resolve the problem. Do not rush this process- People often want to prevent and solve problems before they even appear. • Write down all ideas, even the ones that seem absurd or bizarre. Try to find 6-8 varying alternatives when resolving a particular problem.

7 Steps for Effective Problem Solving • For every alternative you formed in the previous step, weigh the positive effects and negative consequences that each solution would bring. • For every and any option, determine its advantages and its risks.

7 Steps for Effective Problem Solving • Carefully weigh all solutions. The best ______ is not necessarily the option with the most pros and/or the least cons. Think about what means more to you, which solution can highlight the positive effects that matter the most to you, and which solution produces the mildest consequences. • When you decide on a solution, it is important to create a timeline of when you intend to achieve your ultimate goal.

7 Steps for Effective Problem Solving • Don’t worry about failure. In this phase, concentrate on the journey that will lead you to your goal- don’t worry yourself with potential problems.

7 Steps for Effective Problem Solving • It’s time to ________ your success. If you were successful, congratulations! If not, no worries. Maybe you didn’t quite choose the right solution, or the situation changed. You have definitely learned something. • Take this newfound knowledge, return to the beginning steps, and try again!

DMAIC – 5 Steps to Solving all Your Problems : DMAIC which stands for Define, Measure, Analyze, Improve and Control is a powerful problem-solving tool. Given time DMAIC could solve all your company’s problems using data from the process. When used cyclically DMAIC in a key component of continuous improvement. Its ultimate goal is to stabilize and optimize a process. This 5 step method will lead you to the correct solution to your problems again and again. Using a set of lean sigma tools to understand the process and then using the data from the process to create lasting solutions.

DMAIC – 5 Steps to Solving all Your Problems 1. ________ The Challenge or Improvement Opportunity • There are many issues in a process, and it would be overwhelming to try fix everything. DMAIC projects should be specific and small enough to be completed in 3-6 months. • A good rule of thumb is for your project to be “SMART” (Specific, Measurable, Achievable, Relevant, Time bound).

DMAIC – 5 Steps to Solving all Your Problems • This step requires more time than define and aims to explain the problem or opportunity with data. Understanding the current state of the process will highlight where the opportunity is and allow for a cost benefit analysis at the end. • A process map is a helpful tool in completing this stage.

DMAIC – 5 Steps to Solving all Your Problems • In this step you will ______ the data collected during the measure phase. A review of the process map and the diagrams, histograms and charts from the raw data will allow you to see sources of variation. The root causes of the issue or the opportunities for improvement will become visible using some more lean sigma tools. • In a sentence this step of the DMAIC process wants to identify gaps between current performance and the goal process performance.

DMAIC – 5 Steps to Solving all Your Problems • At the _______ stage you have amassed all the information you need to have a thorough understanding of the current process and the gaps between this and the goal process. The root cause of a specific issues will have become visible. • The next step is to come up with a range of solutions or countermeasures. Brainstorming with the team is helpful here to get insight into what changes will work for everyone invested in the process. • Once a viable solution has been agreed upon it is important to complete a risk analysis. A risk analysis ensures that the changes will not create additional problems in the process or cause quality concerns. • Finally, the changes can be inputted, and the new process can be implemented.

DMAIC – 5 Steps to Solving all Your Problems • The final step in the DMAIC process is _______. Here we want to control the improved process to hold the gains. We must acknowledge that we are creatures of habit who can fall into old patterns and revert to the old way of doing something. • In the control phase you must make a plan to avoid this. A DMAIC project should demonstrate sustainability. • This can be done by keeping ________charts and ______ plans. It could also mean having weekly PIT meetings to monitor the performance of the process.