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Problem Solving & Decision Making

Problem Solving & Decision Making. Achieving Desired Results Edge Training Systems Inc. Course Outline. Definition Of Terminology Six Stage Problem Solving Process Techniques Of Problem Solving Gap Analysis, Brainstorming Tools Used In Evaluating Ideas

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Problem Solving & Decision Making

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  1. Problem Solving & Decision Making Achieving Desired Results Edge Training Systems Inc.

  2. Course Outline • Definition Of Terminology • Six Stage Problem Solving Process • Techniques Of Problem Solving • Gap Analysis, Brainstorming • Tools Used In Evaluating Ideas • Knowledge Ranking Ideas, Pro-Con, Check Sheets, Impact / Implementation Analysis, Low Hanging Fruit Matrix

  3. Course Objectives After This Session, You Will Be Able To… • Understand how to define problems and the objectives for solving them • Learn how to creatively solve problems through the use of various techniques • Demonstrate how to choose the best idea that will yield measurable results • Take away a number of ideas that will become actionable items

  4. Farmer’s Land Bequest Subdivide a farmer’s property upon his death into four pieces of equal size and shape for distribution to his four offspring. All land given to each offspring must be adjoining itself, and it can not be distributed piecemeal.

  5. Definition Of Terms • Problem • A question or situation that presents doubt, perplexity or difficulty - something that needs to be corrected • Symptom • A phenomenon or circumstance considered as an indication or characteristic of a condition or event • Cause • Something that produces an effect, result, or consequence • Solution • The method or process of solving a problem

  6. Problem Solving Video As You Watch The Video, Please Take Note Of The Six Steps In The Problem Solving Process Record Your Ideas On Page #5 Of Your Workbook

  7. Problem Solving Process • Define The Problem • Identify Root Cause, What Needs To Be Fixed? • Analyze The Problem • Define Current State & Future Desired State • Develop Solutions • Brainstorm Ideas • Evaluate Solutions • Systematically Identify Drivers & Barriers • Choose & Implement The Best Solution • Create Action Plans, Timelines, Measurable Results • Follow Up & Evaluate Progress • Evaluate & Adjust Solutions

  8. Problem Solving Process • Define The Problem • Get the facts, who, what, when, where, why, and how • Make sure that what looks like a problem is not just a symptom • Drill down to the cause of the problem by asking “why” a number of times • Look for something that changed at the same time the problem arose

  9. Root Cause - Ask Why? • “My car doesn’t start.” • Is that the problem? No, that is a symptom. • “Why didn’t the car start?”The battery is dead. • Is that a problem or a symptom? Probably a symptom. • “Why did the battery go dead?” • This forces you to think of all the things that would kill a battery, like a bad alternator, a loose belt, lack of fluid in the battery, bad connection, left the lights on, etc, etc. • You check out all of these possibilities and you fix the true problem. If you had a bad alternator and had only replaced the battery, did you solve the problem?

  10. Other Tips / Summary • Asking “why” numerous times is the backbone of problem solving • This helps you in determining root cause, to treat the true problems, not symptoms • Break complex problems into smaller parts and solve the small parts • When having difficulty, step away, let it sink in and go back to it when you are fresh • Involve other people with different points of view

  11. Problem Solving Process • Analyze The Problem • Conduct a gap analysis • What are we trying to accomplish • Define the current & the desired state • This shows you where you are and where you want to be • Prioritize if more than one objective is identified to solve the problem

  12. Gap Analysis Activity Complete A Gap Analysis “Increase In Profitability”

  13. Drivers & Barriers Think Of The Forces That Will Support Or Block The Implementation Of Your Plan. List These “Drivers” & “Barriers” Below

  14. Problem Solving Process • Develop Solutions • Brainstorm all possible solutions • Requires group commitment • Groups made up of people with different points of view are more productive • Encourage participation and think the impossible is possible

  15. Brainstorming Ideas • Allow time to think about the topic • Break the group up into smaller groups • Realign groups to expose people to new ideas • Encourage people to speak their mind freely • Incorporate activities that encourage movement • Introduce a new train of thought or activity • Actively engage people through questioning • Sidestep to another thought on the same topic • Take a break, add energy, humor or stimulation

  16. Brainstorming Rules • No judgment – Do not criticize anyone’s ideas • Everyone must understand the objective • Everyone must participate • Quantity - Go for as many ideas as possible • Wild ideas accepted - get playful, far-out • Hitchhiking on other ideas is desired • Switch your point of view. What if . . . ? • Record all ideas

  17. Brainstorming Activity Generate As Many Ideas As Possible How Do We Increase Profitability? Record Your Ideas On Page #13 Be Prepared To Report Out To The Group

  18. Idea Stimulators • In a perfect world, what would this look like? • What if . . . ? • What if a famous or historical person were solving this problem? • Asking Why? Why? Why? • How else could this be done? • What does this look like to the customer ? • . . . to another department ? • . . . to a newcomer?. . to a child ?

  19. Questioning ? ? ? • The key to generating a lot of ideas is to ask a lot of questions • Questions provoke a search for knowledge and for understanding • Ask who, what, where, when, why, and how about all aspects of the problem to be solved • Questions lead to new thoughts, ideas and possibilities

  20. Mind Mapping • Helps you to see the big picture visually. • Helps you to identify the relationships between processes and ideas. • Helps you to organize your ideas into groups/topics. • Can be used with the other problem solving techniques. • Notes, Presentations, Planning • Pondering Alternatives • Starting A Project, Search Mode

  21. Mind Mapping Tips Idea Problem Idea New Problem New Idea New Problem New Idea Idea Idea

  22. Mind Mapping Supplies Cut Expenses Inventory How Can We Increase Profitability? New Accounts Products Cross Sell Up Sell Raise Prices Advertising Cut Production

  23. Mind Mapping Draw A Mind Map To Generate Ideas To Solve A Problem. How Can We Increase Profitability? Use Page # 17 To Draw Your Mind Map

  24. Problem Solving Process • Evaluate Solutions • Compare your ideas to your solution to determine which idea will most completely satisfy the objectives • Be scientific by utilizing the methods of developing criteria • Make your solutions actionable • Rate the potential of each item

  25. Evaluating Solutions • Today’s Methods: • Rank The Ideas Using Current Knowledge • Identify Advantages And Disadvantages • Impact/Implementation Difficulty Analysis • Complete A “Low Hanging Fruit” Matrix • Compare Our Findings Based On Results The Obvious Choice Would Be The Idea That Ranks The Highest Using All The Methods

  26. Evaluating Solutions How Do We Increase Profitability? Refer To Your Ideas On Page #13 Rank Your Ideas From 1 – 5 (Using Your Current Knowledge Base) Record Your Top 5 Ideas On Page #19

  27. Evaluating Solutions How Do We Increase Profitability? Using Your Ideas On Page #19 Pick Your Top 3 Ideas List The Advantages & Disadvantages

  28. Problem Solving Process • Choose & Implement Best Idea • Choose the best idea based on evaluation • Design an implementation strategy • Create action plans, time lines, etc • Assign tasks, goals & objectives • Determine measurable results • Create a contingency plan

  29. Impact / Implementation L = Low, M = Medium, H = High

  30. Low Hanging Fruit Matrix Level of Difficulty Level of Business Impact

  31. Problem Solving Process • Follow Up & Evaluate Progress • Follow through with solutions • Establish accountability • Monitor and track progress • Evaluate results and adjust solutions • Fall back on your contingency plan if needed

  32. Problem Solving Process • Define The Problem • Identify Root Cause, What Needs To Be Fixed? • Analyze The Problem • Define Current State & Future Desired State • Develop Solutions • Brainstorm Ideas • Evaluate Solutions • Systematically Identify Drivers & Barriers • Choose & Implement The Best Solution • Create Action Plans, Timelines, Measurable Results • Follow Up & Evaluate Progress • Evaluate & Adjust Solutions

  33. Decision Making Skills Lost On The Moon Your spaceship has just crash-landed on the dark side of the moon. You were scheduled to rendezvous with a mother ship 200 miles away on the lighted side of the moon, but the rough landing has ruined your ship and destroyed all the equipment on board except for 15 items. Your crew’s survival depends on reaching the mother ship, so you must choose the most critical items aboard for the 200 mile trip to the rendezvous point.

  34. Lost On The Moon • Working independently, rank your choices and justify each choice (2 Minutes) • Break into teams and complete the exercise as a team • Compare individual rankings to group rankings • Do not assume that someone must win and someone must lose when discussion reaches a stalemate • Do not change your mind simply to avoid conflict • Avoid conflict-reducing techniques such as majority vote, averages, coin-flips and bargaining • Differences of opinion are natural and to be expected • Compare your rankings with those of NASA

  35. Lost On The Moon Box Of Matches Food Concentrate Fifty Feet Of Nylon Rope Silk Parachute Solar-Powered Heating Unit Two .45 Caliber Pistols One Case Of Dehydrated Milk Two 100-lb. Tanks Of Oxygen Stellar Map (Moon’s Constellation) Self-Inflating Life Raft Magnetic Compass Five Gallons Of Water Signal Flares First-Aid Kit Containing Injection Needles Solar-Powered FM Transmitter/Receiver Rank The Fifteen Items In Terms Of Their Importance For Survival. “1” Being The Most Important

  36. Lost On The Moon NASA: Lost On The Moon Exercise

  37. Did We Survive? 0-20 = Excellent:  You Survived And Saved Your Team ! 21-32 = Good:  You Made It Just In The Nick Of Time ! 33-45 = Fair:  Whew, You Were So Close ! 46-70 = Oops:  Don’t Worry, We’ll Alert Your Family ! 71-112 = Oh Well:  See You In This Same Class Next Week ?

  38. Problem Solving Tips Page #28 • Six Step Process • Brainstorming Tips • Brainstorming Rules • Idea Stimulators • Evaluation Methods

  39. What Questions Do You Have?

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