Problem Solving

The significant problems we face can't be solved at the same level we were when we created them.  - Albert Einstein

Every day leaders in your Company are faced with challenging problems, opportunities, and risks.  How can we be sure we are addressing these issues in the most effective way – achieving optimum success?  

Huge amounts of resources are consumed in trying to deal with persistent, recurring, complex problems.  Solutions are put in place that temporarily alleviate symptoms, but the problems recur.  Solutions that worked in the past do not work any more.  In many cases, the solutions we implement only create new problems.  

The failure to use a systematic, scientific problem-solving process results in

• Recurring problems, in spite of efforts to suppress them

• Decreased morale and commitment because of the frustration of dealing with recurring problems

• Significant resources poured into implementing solutions without being clear about what the problem is

• Band-aiding problems without getting to root cause

• Choosing “tried and true” approaches that achieve minimal improvements, instead of achieving breakthrough results with innovative solutions.

This course is designed to help generate a “problem solving culture” in which everyone consistently uses good analytical, creative, critical, and systems thinking skills to develop more creative, innovative "out of the box" solutions.  This process will also ensure that solutions are longer-lasting as well as cost-effective.  Techniques can be used by teams or by individuals.

Benefits

The organization with a culture built around a systematic problem solving process will be able to

• Significantly improve quality, reduce waste, reduce cycle time, speed up innovation

• Achieve competitive advantage through significant cost reduction and citizen/customer satisfaction

• Set the standard in innovation, quality, and service  

• Solve persistent, recurring problems permanently

Learning Objectives

Participants in this Problem Solving course will

• Accurately define and characterize problems as a gap between what is and what should be happening
   

• Learn to "see with new eyes," to identify and challenge existing paradigms
   

• Be able to address fundamental systems and structures causing the problems rather than reacting to events with "band-aid" solutions
   

• Use creative techniques to brainstorm more and better quality solutions with a longer-term as a result of using a structured process for analyzing and solving problems
   

• Develop more creative, innovative, "out of the box" solutions
   

• Use "systems thinking" to develop solutions that keep problems from recurring by addressing them at the roots
   

• Be able to anticipate potential problems and address them earlier at less cost

Customization

We will include as many custom examples and relevant anecdotal details as possible based on our research of your organization prior to this training. We recommend a very custom approach that engages participants in working on real problems in Your company, using the best practice tools and techniques.  

We have positioned this course to provide a basic set of tools that can be used by anyone in the organization no matter the function.  The intention is to create a problem-solving culture.

Methodology

All Alexander/Hancock Associates programs are designed to be highly interactive and engaging, emphasizing learning by doing. This program will include the following methods:

• Facilitated discussion

• Small group exercises

• Case studies

Training Topics

• The problem solving climate in Your company

• Why do some problems persist?

• What are the common mistakes made in addressing problems?

•  What is wrong with traditional approaches?

•  Fixes that fail: why some solutions don’t work

•  Why are technical problems easier to solve than "system" problems and people problems?

• The 6-step problem-solving process

• Why this process is necessary

• When and how to use it - different types of problems

Step 1: Define the problem

•  Restating or reframing the problem

•  Gathering data to understand the current situation

•  Using data gathering tools: run charts, histograms, scattergrams, as well as surveys, interviews, and focus groups

•  Clarifying assumptions

•  Applying Step 1

Step 2: Analyzing and identifying causes

•  Five Whys

•  Fishbone analysis: cause and effect diagrams

•  Force field analysis

•  Root cause analysis: going deeper

•  Systems thinking: causal loops

•  Pareto charts for prioritizing

•  Applying Step 2

Step 3: Generating solutions

•  Brainstorming techniques

•  Developing “out of the box” solutions

•  Determining criteria for deciding: Musts and Wants

•  6 Thinking Hats

•  Systems Thinking

•  Applying Step 3

Step 4: Evaluating and selecting alternatives

•  Decision problems and constraints

•  Cost/benefit analysis

•  Paired alternative comparison

•  Weighted criterion rating

•  Risk/threat analysis

•  Unintended consequences

Step 5: Implement the solution

•  Reducing risks in the implementation

•  Communicating and instituting new processes

 Step 6: Assessing the success of the solution

•  Ensuring permanent solutions

•  Standardizing the solution

What will we do with what we learned here?

•  Anticipating potential problems

•  Action steps 

•  Summary and wrap up

Logistics

• This program is designed to be delivered in two training days ( 8:00 or 8:30 a.m. to 5:00 p.m. )

• Optimum group size is 12-20 participants.

• Facilities required include one training room with table groups of 4-5 people.

• Equipment requirements include 2 flip charts, overhead projector and screen, monitor and VCR.

AlexanderHancock Associates offers consulting assistance in this subject. Because of the custom nature of our consulting work, we request that you contact us directly to discuss your needs or email us at  inquiry@alexanderhancock.com.

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