U can solve this too
The practice of problem solving
Icebreaker
• How many times a day do you think that you are engaged in problem
solving?
Average is 10 times a day most decisions go unrecognized.
• What are some of the daily problems you solve at home, school or
the workplace?
Examples: How do I get my child to a sporting event ,attend a PTA
meeting and fix dinner all by 6pm? How do I save resources and
increase staffing for a project
• How often are you aware that you are solving problems regularly?
Almost never !!! It is part of our daily process.
Problem Solving
• Problem solving is one of the most important skills for success in the
workplace and at home. The ability to identify a problem, evaluate all
of the relevant factors and develop a good solution is essential.
• Whether you are experiencing conflict with a co-worker, dealing with
multiple tasks that need to be prioritized, or trying to track a
shipment that hasn’t arrived, problem solving is a part of everyday
life.
Objectives
• Discuss problem solving techniques
• Basic problem solving tools
• Discussion of exercises
Problem Solving Basic Steps
• What is the problem?
• Are you sure that the problem you identified is the real problem?
• What are the alternates solutions?
• Did you take a 360 degree view of the problem?.
Problem Solving Basic Steps cont.
• How do you evaluate the issues/problem from a bird’s eye view ?
• What are your priority issues?
• What is needed to ensure that the solution is the right solution?.
Problem Solving basic steps
• Name some of the problem solving basic steps.
• Why is following a basic plan ensuring a successful solution to your
problem?
Problem Solving Techniques-Most common
methods are:
• The Five Whys Technique
• The PROACT Technique
• The Creative Technique (SIMPLEX)
• The Collaboration Technique
• The Plan, Do, Check, Act Techniques
Brief overview of Problem Solving Techniques
• The Five Whys Techniques: is used to identify the root cause(s) of a problem.
Often, what appears to be a problem is actually a symptom (sign, indication) of a bigger
issue that needs to be resolved.
• e.g.
Symptom-Taxpayer files a Congressional Complaint
WHY
Delay in receiving refund
WHY
New computer software not timely installed due to budget
WHY
Budget not approved in a timely manner
WHY
CSR did not convey reason for delay and was arrogant
WHY
Root cause: Employee’s explanation and attitude of employee upset the taxpayer
Brief Overview of Problem Solving Techniques
• The PROACT Technique encourages a thorough problem-solving
approach. The problem is examined in detail and potential solutions
are carefully reviewed before any decisions are made. Answer the
questions in each of the steps to work towards a solution.
• PR- What is the problem
• O- What are the obstacles
• A- What are the alternatives
• C-What are the consequences
• T-What are your tradeoffs
Overview of Problem Solving Techniques cont.
• CREATIVE TECHNIQUE: very common approach to problem solving. It can be
helpful to include a variety of people and ideas in the problem-solving process.
• Orientation: set ground rules
• Preparation and Analysis: what is the problem,
• Brainstorming: Look for solutions anything goes on the table.
• Incubation: Give time for folks to ponder the ideas and come in with New
Perspectives
• Synthesis and Evaluation: Discuss, Select, implement and monitor the solution
Overview Problem Solving Technique Cont.
• Plan, Do, Check and Act (PDCA) Technique: The PDCA Technique is
focused on continuous improvement
• Plan:
• Do:
• Carry out the action plan.
• Check:
• Act:
• Make a decision. If the action plan was successful, use it to plan future
improvements.
• If it was not successful, repeat the cycle and develop a new approach.
Brief Overview of Problem Solving Techniques
cont.
• Collaboration Techniques: also involves group work, but is more focused on
dealing with sensitive issues that involve a variety of people and perspectives.
• Gather the Facts and Data
• Make your Assumptions
• Identify the Options
• Use Logic and Common Sense
• Incorporate Your Feelings
• Make Your Decision
• Anything You Haven’t Considered
• Revisions and Follow-up
Problem Solving Techniques (Interest base)
• Gather the Facts and Data
• Incorporate Your Feelings
• Make your Assumptions
• Make Your Decision
• Identify the Options
• Anything You Haven’t
Considered
• Use Logic and Common Sense
• Revisions and Follow-up
Problem Solving Techniques
• Name the techniques discuss.
• Name some of the steps used in problem solving
• I’ve stated steps in one of the techniques which one?
Problem Solving Tools
Gather Facts and Data
• You must identify a problem or forecast a
problem.
• How to identify the problem.
• Look for facts that you know or can predict.
• What are the facts you do know.
• What questions do you have?
• Put facts in a time sequence.
• Make check lists and a action plan.
Problem Solving Tools
Assumptions
• What do you think you know?
• How will it affect your problem?
• Is there other processes or
personnel to consider?
• Assumption is the comprehensive
analysis of what is known and not
known. Using the data to make
qualified solutions.
Problem Solving Tools
Identified the Options
• What are choices to a problem?
• Defining your choices based on
informed analysis.
Problem Solving Tools
Use Logic and Common Sense
• What makes sense to resolve a
problem?
• Consider the affect that your
propose solution will have on the
staff, equipment, other folks, the
processes, cost analysis.
• Is the solution practical?
Problem Solving Tools
Incorporate your Feelings
• Emotions, enthusiasm, buy-in
plays an important role in solving
problems. This includes all
affected by the propose solution.
• Feelings that are not recognized
can lead to less information not
being shared when making
informed decisions for the
propose solution.
Problem Solving Tools
Make your Decision
• Decide what proposed solutions
make the most sense, is cost
effective, and will yield the best
solution.
• Determine if you have all of the
necessary data to make the best
recommendation.
Problem Solving Tools
Is there Anything you haven’t
considered?
• Review your action plan and
checklist for areas of concerns or
missed data that could contribute
to the success of the solution.
• Share your proposal with others
for opinions.
Problem Solving Tools
Revisions and Follow-up
• Monitor the solution and review
the outcome to determine if there
should be readjustments or other
considerations.
Problems
• Over the next 45 minutes you will be assigned a problem case that
you will need to solved. The presenter will provide instructions
Scenario 1
You notice that over the past three months there has been a problem with
US Certifications being timely delivered to taxpayers. When you investigate
this issue you find a couple key factors – the specialized paper needed for the
certifications isn’t being delivered timely and due to recent staff reductions
there are new clerks now responsible for processing the certifications. You
are starting to receive complaints from the Tax Examiners that the current
process is flawed, which is having an effect on moral.
Using the instructions given determine how you would seek to resolve the
problem. Be prepared to scribe your responses on your flipchart and report
to the class your decision(s).
Scenario 2
You have a team where the current error rate is 12% and the site quality goal of
94% hasn’t been reached in the past six months. Your reviews are consistent with
the site quality goal but you’ve been unable to determine what the disconnect is.
Based on your analysis no one employee is making multiple errors and no error
trends are evident. The team is a newly formed seasonal team due to a recent
reorganization and although the equipment has been upgraded, employee morale
is low. You’re at your wits end trying to determine what is causing the problem.
However, your manager has asked that you develop an action plan to remedy the
issue.
Using the instructions given determine how you would seek to resolve the
problem. Be prepared on to scribe your responses on your flipchart and report to
the rest your decision(s).
Scenario 3
• You are a group manager of Revenue Officers. Three of your
employees are constantly late with resolving their caseload . The
cases were to go to trial but the officer delay is impeding the
resolution of the case. Also the case would have gone to trail but the
trail lawyers thought it was inappropriate to bring the case to trial
during the holidays. There is another six month delay. There is very
little collaboration between the agency and the trial lawyers . The
communication it at all time low.
• Using the instructions given determine how you would seek to
resolve the problem. Be prepared on to scribe your responses on your
flipchart and report to the rest your decision(s).
Scenario 4
• AIMIRS has had a problem with succession planning. In many
chapters the Presidents have been in office for the average of eight
years. The average age of AIM members is 48-52. Membership has
been declining especially among the folks between 22-35. Leadership
complains that they cannot encouraged folks to step up to the plate
and volunteers for committees or chair any activity. This problem has
now risen to the next levels of the organization.
• Using the instructions given determine how you would seek to
resolve the problem. Be prepared on to scribe your responses on your
flipchart and report to the rest your decision(s).
Questions and Discussion of problems?