Problem Solving Tools - University Services

PROBLEM SOLVING TOOLS

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TABLE OF CONTENTS

Problem Solving Possibilities ........................................................................................................................ 1 Problem Solving Possibilities Diagram ...................................................................................................... 1

Information Gathering & Decision-Making Tools .......................................................................................... 3 Brainstorming ............................................................................................................................................ 3 Brainwriting ................................................................................................................................................ 5 Affinity Diagram ......................................................................................................................................... 6 Decision Matrix .......................................................................................................................................... 8

Diagram Based Tools.................................................................................................................................... 9 Process Maps ............................................................................................................................................ 9

Process Improvement Tool ......................................................................................................................... 11 Kaizen Event ........................................................................................................................................... 11

Problem Solving Assessment ..................................................................................................................... 12 Appendix ..................................................................................................................................................... 14

Additional Resources............................................................................................................................... 14

Problem Solving Tools

PROBLEM SOLVING POSSIBILITIES

Problem Solving Possibilities Diagram What is it? The problems you face can be large or small, simple or complex, and easy or difficult to solve. Regardless of the nature of the problems, a fundamental part of every employee's role is finding ways to solve them. Having tools to solve problems and being a confident problem solver is important to your success.

When it is used?

Problem solving tools are determined by the requirements of the problem and the amount of time to solve the problem. There are four basic steps in problem solving regardless of size or complexity:

1. Defining the problem 2. Generating alternatives 3. Evaluating and selecting alternatives 4. Implementing solutions

The Problem Solving Possibilities Diagram can be used as a guideline to determine what problem solving tools would be best to use.

How is it used?

Step 1 - Understanding the Problem. The key to a good problem statement is ensuring that you deal with the real problem ? not its symptoms. Use tools to help you ask the right questions, and work through the layers of a problem to uncover what's really going on.

It is also important to ensure that you look at the issue from a variety of perspectives. If you commit yourself too early, you can end up with a problem statement that's really a solution instead.

Step 2 - Understanding Complex. When your problem is simple, the solution is usually obvious, and you don't need to follow the four steps we outlined above. A complex problem is likely to be complex when it is difficult to understand due to the web of interrelated issues. On a more complex problem you will typically take a more formal approach to solve your problem.

The good news is that there are numerous tools you can use to make sense of a complex problem. The Problem Solving Possibilities Diagram will help to assist you in determining what tools would work best.

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Problem Solving Tools Problem Solving Possibilities Diagram

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Problem Solving Tools

INFORMATION GATHERING & DECISION-MAKING TOOLS

Brainstorming What is it? Brainstorming is a group process that involves the spontaneous contribution of ideas from all members of the group. This is one of the most widely used decision making strategies.

When it is used? This tool is used to by teams to identify solutions to problems. Brainstorming has a tendency to produce old and familiar ideas so it is important that the facilitator encourage creative thinking.

How is it used? The best approach to brainstorming combines individual and group brainstorming. Group brainstorming needs formal rules for it to work smoothly. Where possible, participants in the brainstorming process should come from as wide a range of disciplines as possible. This brings a broad range of experience to the session and helps to make it more creative. However, don't make the group too big ? as with other types of teamwork, groups of between 5 and 7 people are often most effective.

Generating ideas in a brainstorming session

? Find a comfortable meeting environment, and set it up ready for the session.

? Appoint one person to record the ideas that come from the session. These should be noted in a format than everyone can see and refer to. Depending on the approach you want to use, you may want to record ideas on flip charts, whiteboards, or computers with data projectors.

? If people aren't already used to working together, consider using an appropriate warmup exercise or an icebreaker.

? Define the problem you want solved clearly, and lay out any criteria to be met. Make it clear that that the objective of the meeting is to generate as many ideas as possible.

? Give people plenty of time on their own at the start of the session to generate as many ideas as possible.

? Ask people to give their ideas, making sure that you give everyone a fair opportunity to contribute.

? Encourage people to develop other people's ideas, or to use other ideas to create new ones.

? Encourage an enthusiastic, uncritical attitude among members of the group. Try to get everyone to contribute and develop ideas, including the quietest members of the group.

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