Problem Solving
What is Problem Solving?
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“higher-order cognitive process that
requires the modulation and control of
more routine or fundamental skills”
(Goldstein & Levin, 1987)
Why is it hard?
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Intransparency (lack of clarity of the situation)
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Polytely (multiple goals)
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inexpressiveness
opposition
transience
Complexity (large numbers of items, interrelations, and decisions)
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commencement opacity
continuation opacity
enumerability
connectivity (hierarchy relation, communication relation, allocation
relation)
heterogeneity
Dynamics (time considerations)
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temporal constraints
temporal sensitivity
phase effects
dynamic unpredictability
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Problem Cycle
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Problem Recognition – Define the problem
Problem Observation – Clarify the current
situation
Problem Analysis – Thoroughly analyse all
data
Develop Solution – Design a plan of action
Validation Solution – Analyze the results
Sustain Solution – Maintenance
Problem Evaluation – Evaluation and
Follow up
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Problem Recognition
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Define the problem clearly
Ask the following questions
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What is our objective?
Why are we here?
What is the impact?
Problem Recognition
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It is vital to assess the impact that the
problem is having on your environment
Assess the sense of urgency this
problem justifies
What skills are needed to solve this
problem?
Has this problem been solved before?
LOOK BEFORE YOU LEAP
Problem Recognition
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Describe or define the problem
Identify the specific symptoms
associated with the problem
You may need to conduct an
investigation
You may have to study and learn about
the system or process that is at fault,
and know how it should be working
Problem Recognition
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You may need to draw a picture
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Problem Observation
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Consider all the available information
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Event logs
Historical Timeline
System Failure timeline
Eye-witness accounts
Visual Inspection
Smells ? Sounds ?
Problem Observation
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What is the frequency of failure?
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Constant Failure: easy to identify
problem, probably a major component
Intermittent Failure: Harder to
categorise, difficult to predict and hard to
solve
Conditional Failure: It is possible to
predict when problems will occur (e.g.
range, temperature)
Problem Observation
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Annotate you findings
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Writing things down, it can be very helpful
It can allow other people to help
List what your theories are
List tests that you have undertaken
List tests to take
Avoids shot-gunning, easter-egging, and
swaptronics - replacing unrelated
components more or less at random in
hopes that a malfunction will go away
Problem Observation
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Modify the problem statement on the
basis of your findings.
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Problem Analysis
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THIS IS THE HARD BIT
Change location to think about the
problem in detail
Get some sleep if necessary
Never assume, leave no rock unturned
Problem Analysis
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Analyse all the data collected
Do we want a temporary or permanent
solution to the problem?
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Temporary: Containment strategy
Permanent: Root-cause analysis
Problem Analysis
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Root Cause Analysis
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What are the possible causes?
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CAF, OPV, APC, C&S
Random Word
Creativity Quotes
Mindmaps
Six Thinking Hats
Leonardo – 100 questions, stream of
consciousness,
Problem Analysis
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Root Cause Analysis
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Kepner-Tregoe Problem Analysis
5 Whys
Ishikawa diagram
Pareto analysis
Fault tree analysis
Failure mode and effects analysis
Problem Analysis
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Apply the KISS principle
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Try to avoid
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Knee-jerk analysis: hasty analysis
without considering all the issues
Analysis paralysis: too much data, too
many options, information overload
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Problem Analysis
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Create a list of potential solutions
Do not deviate from the data
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CAF, OPV, APC, C&S
Random Word
Creativity Quotes
Mindmaps
Six Thinking Hats
Leonardo – 100 questions, stream of
consciousness,
Develop Solution
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Evaluate the solutions
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Which is easiest to implement?
Who will be impacted by each?
Are all solutions safe?
What is the action plan for each?
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Validate Solution
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Did the selected solution actually solve
the problem?
Have the desired goals been
achieved?
Have the results been properly
documented?
What side-effects has occurred?
Validate Solution
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If the problem hasn’t been solved
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What is the contingency plan?
Is further investigation required?
Make sure the real problem is being
solved
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Sustain Solution
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This is an important phase that is often
overlooked
What changes in your procedures (or
maintenance schedule) should you
undertake on the basis of the problem
solved and the data collected?
Problem Cycle
Problem
Evaluation
Problem
Recognition
Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution
Problem Evaluation
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A good problem-solving process
should have uncovered other issues
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With your environment
With your approaches to problem solving
Take time to review all documentation
What lessons were learned?