Problem solving - definitions, process, tools that can be used

1. PROBLEM SOLVING
Andreea Precup

2. Training agenda
What is and how to describe a PROBLEM?
Premises and directions for problem solving
Problem solving techniques
Problem solving steps
Problem solving tools
Correction / Corrective action / Preventive action

3. = discrepancy observed between actual and expected result
Problem
SYMPTOM vs. PROBLEM
Symptom
= what went wrong with what
Problem description
= detailing the problem in quantifiable terms:
- What?
- Where?
- When?
- How big?

4. Premises for problem solving
 Understanding the problem
 Availability of technical know-how on affected
process/product
 Availability of resources

5. Directions to follow
 Occurrence
why did the problem occur?
 Non-detection
why was the problem not detected?

6. Problem solving techniques
= proactively reduces the probability of problems
occurence
= approaches and solves problems: identification, correction
and elimination
= control and continual improvement of processes
 FMEA
 8D
 PDCA

7. SYMPTOM
Potential cause 1
Potential cause 2
Root cause
Potential cause 3
.
.
.
PPRROOBBLLEEMM

8. Problem solving steps
1. Establish team
2. Problem description
3. Correction
4. Root cause(s) analysis
5. Establish corrective actions
6. Implement and validate corrective actions (CA)
7. Check CA efficacy and establish preventive actions (AP)
8. Lessons learned
P
D
C
A

9. Problem solving tools
 Brainstorming
 Ishikawa diagram
 Control charts
 Pareto Analysis
 Check lists
 5 why

10. correction
Corrective action
Preventive action
SYMPTOM
Root cause
PROBLEM

11. Correction / Corrective action / Preventive
action
 correction
= action taken in order to eliminate the symptom
 corrective action
= action taken in order to eliminate the root cause
 preventive action
= action taken in order to avoid root cause recurrence