Creative Problem Solving for Business - http://metabiz.com.au Sometimes business owners get caught up in day to day operations and allow opportunities to pass them by. Developing new ways of solving problems can help you identify innovative solutions to save you time and money. This webinar will introduce quick and easy problem solving techniques that emphasise creative thinking and highlighting opportunity. Topics this interactive webinar will cover: • Five whys - quick and easy root cause assessment • Fish bones and other diagrams to create creative solutions • Using root cause analysis to develop amazing innovation • How to know if you are thinking inside or outside of the box

1. Problem Solving
Simon Maselli
General Manager
Metamorph Consulting Group

2. Metamorph Consulting Group
Practical Training and Advice

3. Today’s Presenter: Simon Maselli
Simon Maselli

4. Today, our topic is focussed on solving:
!
difficult problems.
Problem Solving

5. Intransparency (lack of clarity of the situation)
Polytely (multiple goals)
Complexity (large numbers of items,
interrelations and decisions)
Dynamics (time considerations)
Characteristics of Difficult Problems

6. Abstraction - solving the problem in a model of
the system before applying it to the real system
Analogy - using a solution that solves an
analogous problem
Brainstorming - suggesting a large number of
solutions or ideas and combining and
developing them until an optimum solution is
found
Divide and conquer - breaking down a large,
complex problem into smaller, solvable problems
Problem Solving Strategies

7. APS - Applied Problem Solving
GROW Model
OODA loop - (observe, orient, decide and act)
PDCA (plan-do-check-act)
RPR Problem Diagnosis
Problem Solving Methodologies

8. 5 Whys
fishbone (or Ishikawa) diagram
Root Cause Analysis Tools

9. The primary goal of the technique is to determine
the root cause of a problem
5 Whys

10. 5 is derived from the observation on the number of
iterations typically needed to resolve the problem
5 Whys - Example

11. The Vehicle will not start
WHY? - The battery is dead (1st Why)
WHY? - The alternator is not charging (2nd Why)
WHY? - The belt has broken (3rd Why)
WHY? - The belt has gone beyond it’s
recommended service life & not replaced (4th Why)
WHY? - The Vehicle was not maintained to the
recommended service schedule (5th Why)
5 Whys - Example

12. The System is not perfect
Teruyuki Minoura
5 Whys - Criticism

13. Other Names:-
fishbone diagram
herringbone diagram
cause-and-effect diagram
Ishikawa diagram

14. Commonly used for product design and quality
defect prevention.
!
“To identify potential factors causing
an overall effect”
What is it’s intention?

15. Major Categories
!
People - Method - Machines - Materials
Measurements - Environment
Major Categories

16. Fishbone Explained
Problem xxx
(Effect)
People
Methods
Machines
Materials Measurements
Environment
Primary Cause
Secondary Cause

17. The System is not perfect
Necessary vs. Sufficient Conditions
Fishbone - Criticism

18. Streamlined Approach.
Technically is not Correct
Gets Results
Practical Problem Solving

19. Problem: John (our customer) has complained
that his delivery never arrived….
Putting it All Together - Example

20. 1. Gather Facts
Ensure you gather only facts. Ensure you
differentiate between fact and opinion.
Solving Complex Problems

21. “Common barriers to problem solving are mental constructs that
impede our ability to correctly solve problems. These barriers prevent
people from solving problems in the most efficient manner possible.”
Confirmation Bias
Mental Set
Functional Fixedness
Unnecessary Constraints
Irrelevant Information
Common Barriers to Problem Solving

22. Facts: Johns delivery never arrived….
Driver Was Questioned and Confirmed the package left the dispatch.
His log is complete and the ledger indicates he dropped the package
at 1pm. The sent items where cross referenced with the original order
and dispatch log.
Compare with Facts

23. 2. Brainstorm to Complete Fishbone
Only want high level Problems at this stage.
Solving Complex Problems

24. Brainstorm - Primary Causes
Delivery
Didn’t Arrive
People
Methods
Machines
Materials Measurements
Environment
Wrong Address
written on
package label
Driver
Got Sick
Van Broke
Down on
the way
Blizzard
Fire
Wrong
Items
Delivered
Item arrived
but not
checked in
Dispatch
sabotaged
package
Van
Crashed
Arrived but
package
was late
(after Call) Order not
Recorded
in system

25. 3. Eliminate Incongruence
Cross out the Incongruence between items on the
Fishbone Diagram and what the facts tell us.
Keep these Items for Later Opportunity
Solving Complex Problems

26. Eliminate Obvious Incongruence
Delivery
Didn’t Arrive
People
Methods
Machines
Materials Measurements
Environment
Wrong Address
Driver
Got Sick
Van Broke
Down on
way
Blizzard
Fire
Wrong
Items Item arrived but
not checked in by
client
Dispatch
sabotaged
order
Van
Crashed
Arrived but later then
client expected
Order not
Recorded in
the System

27. Arrived but later then client expected.
Why? Customer Didn’t know what time to expect order
Why? Sales Rep Didn’t inform Customer of Time
Why? He Forgot to Tell the Customer
Why? There is no Procedure to Follow
Why? A procedure hasn’t been created
Drill Down With 5 Whys

28. Eliminate Obvious Incongruence
Delivery
Didn’t Arrive
People
Methods
Machines
Materials Measurements
Environment
Wrong Address
Driver
Got Sick
Van Broke
Down on
way
Blizzard
Fire
Wrong
Items
Item arrived but
not checked in by
client
Dispatch
sabotaged
order
Van
Crashed
Arrived but later then
client expected
Order not
Recorded in
the System
Procedure hasn’t
been created

29. Repeat for Each Cause that “could” be a potential Failure Mode
These are opportunities
!
Expect it to be more complex

30. Developing Solutions: Innovation (YouTube)
What we haven’t discussed

31. www.metamorphcg.com.au
1300 916 082
Social Media #METABIZ
How to Get More Information

32. Questions
Simon Maselli
General Manager
Metamorph Consulting Group