Problem Solving

What is Problem Solving?

“higher-order cognitive process that requires the modulation and control of more routine or fundamental skills” (Goldstein & Levin, 1987)

Why is it hard?

Intransparency (lack of clarity of the situation) commencement opacity continuation opacity

Polytely (multiple goals) inexpressiveness opposition transience

Complexity (large numbers of items, interrelations, and decisions) enumerability connectivity (hierarchy relation, communication relation, allocation

relation) heterogeneity

Dynamics (time considerations) temporal constraints temporal sensitivity phase effects dynamic unpredictability

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Problem Cycle

Problem Recognition – Define the problem Problem Observation – Clarify the current

situation Problem Analysis – Thoroughly analyse all

data Develop Solution – Design a plan of action Validation Solution – Analyze the results Sustain Solution – Maintenance Problem Evaluation – Evaluation and

Follow up

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Problem Recognition

Define the problem clearly Ask the following questions

What is our objective? Why are we here? What is the impact?

Problem Recognition

It is vital to assess the impact that the problem is having on your environment

Assess the sense of urgency this problem justifies

What skills are needed to solve this problem?

Has this problem been solved before? LOOK BEFORE YOU LEAP

Problem Recognition

Describe or define the problem Identify the specific symptoms

associated with the problem You may need to conduct an

investigation You may have to study and learn

about the system or process that is at fault, and know how it should be working

Problem Recognition

You may need to draw a picture

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Problem Observation

Consider all the available information Event logs Historical Timeline System Failure timeline Eye-witness accounts Visual Inspection Smells ? Sounds ?

Problem Observation

What is the frequency of failure? Constant Failure: easy to identify

problem, probably a major component Intermittent Failure: Harder to

categorise, difficult to predict and hard to solve

Conditional Failure: It is possible to predict when problems will occur (e.g. range, temperature)

Problem Observation

Annotate you findings Writing things down, it can be very helpful It can allow other people to help List what your theories are List tests that you have undertaken List tests to take Avoids shot-gunning, easter-egging, and

swaptronics - replacing unrelated components more or less at random in hopes that a malfunction will go away

Problem Observation

Modify the problem statement on the basis of your findings.

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Problem Analysis

THIS IS THE HARD BIT Change location to think about the

problem in detail Get some sleep if necessary Never assume, leave no rock unturned

Problem Analysis

Analyse all the data collected Do we want a temporary or permanent

solution to the problem? Temporary: Containment strategy Permanent: Root-cause analysis

Problem Analysis

Root Cause Analysis What are the possible causes?

CAF, OPV, APC, C&S Random Word Creativity Quotes Mindmaps Six Thinking Hats Leonardo – 100 questions, stream of

consciousness,

Problem Analysis

Root Cause Analysis Kepner-Tregoe Problem Analysis 5 Whys Ishikawa diagram Pareto analysis Fault tree analysis Failure mode and effects analysis

Problem Analysis

Apply the KISS principle

Try to avoid Knee-jerk analysis: hasty analysis

without considering all the issues Analysis paralysis: too much data, too

many options, information overload

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Problem Analysis

Create a list of potential solutions Do not deviate from the data

CAF, OPV, APC, C&S Random Word Creativity Quotes Mindmaps Six Thinking Hats Leonardo – 100 questions, stream of

consciousness,

Develop Solution

Evaluate the solutions Which is easiest to implement? Who will be impacted by each? Are all solutions safe? What is the action plan for each?

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Validate Solution

Did the selected solution actually solve the problem?

Have the desired goals been achieved?

Have the results been properly documented?

What side-effects has occurred?

Validate Solution

If the problem hasn’t been solved What is the contingency plan? Is further investigation required? Make sure the real problem is being

solved

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Sustain Solution

This is an important phase that is often overlooked

What changes in your procedures (or maintenance schedule) should you undertake on the basis of the problem solved and the data collected?

Problem CycleProblemRecognition

ProblemObservation

ProblemAnalysis

DevelopSolution

ValidateSolution

SustainSolution

ProblemEvaluation

Problem Evaluation

A good problem-solving process should have uncovered other issues With your environment With your approaches to problem solving Take time to review all documentation What lessons were learned?