Problem Solving Strategies
Problems arise in the workplace on a daily basis. Often times, they can be very difficult and time consuming to solve. Approaching the problem with a structured plan can help improve your efficiency, determine hidden causes, and increase the likelihood that your solution will actually fix the problem. This course illustrates key concepts using a step-by-step plan for a real world example, along with practical tools and strategies like the “5 Whys” technique, that you can use when troubleshooting problems in your workplace.
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Learning Objectives
• The importance of having an organized problem solving plan • Components of a problem solving plan • How to organize evidence to identify the root cause of a problem • Tools for discovering possible causes and solutions
Specs
| Course Level | Intermediate |
| Languages | English |
| Compatibility | Audio, Video |
| Based on: | Industry Standards and Best Practices |
Key Questions
What are the steps of a problem-solving plan?
First, define the problem; then, gather information; next, list possible root causes; then, identify the most likely cause; test and confirm the root cause; generate solutions; and decide on a solution.
How much information should you gather, and what kind?
Gather as much infomration as you can, and in particular, research if the problem has happened before and the circumstances immediately before the problem occurred.
What are some techniques used to determine a root cause?
Brainstorming, the 5 why’s technique, and the fishbone diagram.
What is a fishbone diagram?
The fishbone diagram is a graphical tool used to organize and list the potential causes of a problem.
When should you attempt to test and confirm a cause?
Once you’ve evaluated all possible causes and have selected the most likely root cause.
Sample Video Transcript
When confronted with a problem, you will immediately think of multiple possible causes and solutions. Acting on your initial instincts, without collecting enough information, will lead to wasted time and effort as you try solutions which may not solve the problem. Instead of immediately jumping to solutions, approach the problem with a structured plan that involves the following steps. One, define the problem. Two, gather information. Three, list possible root causes. Four, identify the most likely cause. Five, test and conform the root cause. Six, generate solutions. Seven, decide on a solution. Be sure to document the result of each step to see the effects your actions have.
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