Problem Solving

What is a Problem?

We can define a Problem as Gap, between the current state and the desired state. 

And this Gap is bringing some kind of consequences to the business.

What is problem solving?

Problem Solving is the process we will apply to understand what is happening in our environment [define what is our problem], identify the points we need to change [identify the root cause] and then figure out what we need to do to achieve the desired result [implement improvements and control the results].

Problem Solving can be applied in all areas inside an organization.

Frameworks for Problem Solving

At Solvay, we can find different frameworks to solve a problem, such as A3, PDCA, 8D or DMAIC. 

All of them follow the same logical path. 

We will apply the DMAIC to summarize this logical path. DMAIC means: Define, Measure, Analyze, Improve and Control.

Define 

In order to solve a problem, you start defining it!

Define the context, answer the questions what, where, when and how much.

Main objective is to define the GAP between the current and desired state.

Tools you can apply

Clarifying the problem - you can use this 3W1H (asking What, When, Where and How)

For complex problem, you can apply the CTS - Critical to Satisfaction Tree, in order to capture the voice of the customer

SIPOC - a high level process map that can help you to clarify stakeholders, process, input and output in a complex problem.

Measure

Then, you need to check the way you are measuring this GAP, evaluate if the target is feasible

Tools you can apply

Different graphical analysis you can apply for this analysis: Control Chart, Time series Plot, Box plot or Histogram.

Capability Analysis using statistical software is recommended.

Analyze

Next step, identify the potential root causes!

Analyze the impact of each root cause and be sure data is available to evaluate it.

Team will select the most impactful roots to move to the next phase.

Tools you can apply

In order to identify potential causes:

Process Map, Ishikawa, 5 Whys, Matrix causes vs data (events)

To prioritize main causes

Cause & Effect Matrix, Pareto, Prioritization Matrix

Improve

Next step is to Improve. The team will identify improvements for the select variables and implement it. 

Tools you can apply

• Brainstorming : you can apply the SCAMPER method
• Collecting ideas from shift workers : you can use the CEDAC 
• Prioritization : Prioritization matrix

Control

Finally, the team will put in place controls, to avoid recurrence.

Tools you can apply

Statistical Process Control or a Control Plan.