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Problem solving

Problem solving is a skill that is highly valued in the world of work. But what is meant by “problem solving”? Basically it is the process by which one invents a new concept that solves a problem.

The Oxford Dictionary defines a problem as: “Something difficult to deal with or understand”.

What does problem solving achieve?

Problems, no matter their size or complexity, can best be solved by proceeding through a sequence of steps. This ensures that everything possible will be done to apply the available resources in the most effective manner, to consider a number of options, and to select the best option.

What is the process?

  1. Identify the problem

    1. Generate a list of problem
    2. Select a problem area
    3. Prepare a simple statement clearly identifying the problem

  2. Collect information

    1. 1. What do we know? Identify all possible causes of the problem and list any information which could help substantiate a link between the possible causes and the perceived effects using questions such as Who? What? Where? How? Why? When?
    2. Decide which information it is necessary to collect to achieve full problem explanation and the sources timing, format responsibilities and procedures required to do this.
    3. Consult with anyone likely to be effected by the data collection process, explaining the requirements and reason for collection, then proceed and gather the data

  3. Decide problem cause

    1. Identify problem causes
    2. Select the most probable causes
    3. Decide if root cause is found - if the root cause is not found at this stage, it may be necessary to review the data gathered
    4. Define root cause of problem

  4. Possible solutions

    1. Develop criteria for solution - musts and wants
    2. Generate possible solutions - if no possible solutions are found, review whether criteria for solution are feasible, or whether real root cause was found. If there are a vast number of possible solutions, review whether the solution criteria are well defined.

  5. Select the best solution

    1. Carry out primary filter of potential solutions
    2. Only those complying with all “musts” to be considered further - if no potential solutions meets all musts - review criteria for solution - these may be to stringent.
    3. Gather information regarding the likely outcome of each potential solution, with particular regard to adverse effects. Evaluate probabilities and severities of adverse effects.
    4. From all the information gathered in the activities above, choose the best available solution for the problem

  6. Plan for implementation

    1. Identify those factors which will have an impact on the successful implementation of the problem solution, evaluate their effects and decide how best to modify these causes to enhance the solution implementation, particularly highlighting any training needs amongst those required to implement the solution
    2. Identify all the actions required to implement the solution successfully. Logically arrange all of the gathered information to produce an Action Plan. These plans must include clearly defined, appropriate measurement activities, which will reflect the levels of effectiveness of the solution. Care must also be taken to produce contingency plans, which will cater for adverse occurrences

  7. Implement and Test

    1. Carry out the action plan, implementing the solution. Ensure that activities are monitored, and any contingency actions are recorded for potential future analysis. Particular attention should be paid to measurement activities.
    2. Test the solution.

  8. Review

    1. Ensure that everyone involved is made aware of the results obtained, the levels of effectiveness of the actions taken and potential areas for problems in the future. Ensure that procedures and measures are in place to hold the gains achieved.
    2. From the report on the solution effectiveness, prepare a clear list of areas for further potential improvements to the problem situation. This may be augmented by reviewing the earlier root cause data gathered, to prepare for further action on the overall problem.