Problem Solving Tools –In-depth Analysis

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In-Depth analysis tools

When you have either a significant one-off defect or problem, or a series of minor problems over a prolonged

period of time that requires a detailed approach

Benefit of formal problem solving

• Think of a typical re-occurring problem that’s worth 60min/week– Fallen bottles on a labeller infeed– Collation errors in a packer– Materials issues in a palletiser– Startup issues following on a Monday morning

• Imagine how many hours have been spent observing this issue. How many engineering fixes were attempted. How much money in parts has been spent over the last 6 months that this has hurt you

• Now imagine getting a team to sit in an office to work through a structured process for 2-3hr in one go and imagine the most frequent complaint:

“This is all very good, but it’s just too slow...we don’t have time for this”

• How many hours of resource have you wasted by NOT doing this sooner?

• When you have something that’s cost you 60min week for 3 years is 3 hours in one week really too slow?

Introduction to a formal problem solving process

• As an example of an off-line problem solving process we will demonstrate Kepner-Tregoe’s Problem Analysis process

• This is ideal for significant issues or repeat offenders and may involve a team of people for a reasonable period time

• Getting a great result = follow the process

• Ensure that the team has a trained facilitator who will ensure that the process is followed and that the team are not jumping to unfounded conclusions

• Potential issues– A good RCA is a process. A process is only effective when it is followed robustly– Can require strong leadership skills from a facilitator to ensure that the team stays on target

Identify possible causes from experience:- Faulty sim card- Phone damaged - Disconnected- Phone not allowed to travel- Flight mode switched on

Problem:- I can’t make phone calls

Evaluate possible causes:- If_____is the true cause of _____how does it explain the Is and Is Not information? - What assumptions have to be made?- Which cause best explains the Is and Is Not information?

CAN SOMEONE HELP ME?

IS IS NOT

WhatObject has the

deviation

WhereIs object when

deviation occurs

WhenWas deviation observed first

ExtentHow many

deviations on obj

- My phone - Colleague’s phone

- Where I am standing now- The hotel, the airport, conference room- Calling features and data features

- At the airport in England

- Any other feature on my phone

- Since I got off the plane- Continuously- On this trip

- Before getting on the plane- All time since getting off the plane- On other trips abroad

- 1; my phone- N/a- One; my ability to make calls+data- No trend

- All the other phones- N/A- All other applications not working- No trend

Define:- My phone can not make calls

Problem Analysis Example

Generic Problem Analysis

Bringing it together…

5 Whys

Defined problem

Refined problem

IS/ IS NOT

Probably cause

Accountability and what happened/when

History

What’s changed

Possible causes

Action tracker for each stage of the problem solving process