SYS366 Problems and Problem Statement

What is a problem? Gause and Weinberg (1989): A problem can be defined as the difference between things as perceived and things as desired Gause and Weinberg (1989): A problem can be defined as the difference between things as perceived and things as desired Collins Modern English Dictionary: A question or matter to be worked out Collins Modern English Dictionary: A question or matter to be worked out

Why analyze A Problem?

Problem Analysis Provides: Clear Identification of the Problem Clear Identification of the Problem Becomes a major component of establishing a complete shared vision Becomes a major component of establishing a complete shared vision A clear assessment of a problem will lead to full understanding of requirements A clear assessment of a problem will lead to full understanding of requirements

Problem statement A problem statement is a concise description of the issues that need to be addressed by a problem solving team and should be created by them before they try to solve the problem. When bringing together a team to achieve a particular purpose provide them with a problem statement. A problem statement is a concise description of the issues that need to be addressed by a problem solving team and should be created by them before they try to solve the problem. When bringing together a team to achieve a particular purpose provide them with a problem statement. (source: Wikipedia) (source: Wikipedia)

Problem statement A good problem statement should answer these questions: A good problem statement should answer these questions: What is the problem? What is the problem? This should explain why the team is needed. This should explain why the team is needed. Who has the problem or who is the client/customer? Who has the problem or who is the client/customer? This should explain who needs the solution and who will decide the problem has been solved. This should explain who needs the solution and who will decide the problem has been solved. (Source: Wikipedia) (Source: Wikipedia)

Problem statement A good problem statement should answer these questions: A good problem statement should answer these questions: What form can the resolution be? What form can the resolution be? What is the scope and limitations (in time, money, resources, technologies) that can be used to solve the problem? What is the scope and limitations (in time, money, resources, technologies) that can be used to solve the problem? (source: Wikipedia) (source: Wikipedia)

A Problem Statement The Problem of Describe the problem Affects The stakeholders affected by the problem The impact of which is What is the impact of the problem? A successful solution would List some key benefits of a successful solution

Example of A Problem Statement for a Customer Support System The Problem of untimely and improper resolution of customer service issues Affects our customers, customer support representatives, and service technicians

Example of A Problem Statement for a Customer Support System - continued (Bitner & Spence, page 71) The impact of which is customer dissatisfaction, perceived lack of quality, unhappy employees, and loss of revenue A successful solution would provide real-time access to a troubleshooting database by support representatives and facilitate dispatch of service technicians, in a timely manner, only to those locations that genuinely need their assistance

Solving a Problem The goal in solving a problem is understanding the real needs, there may be many! The goal in solving a problem is understanding the real needs, there may be many! Even though there are often multiple needs, the agreement of a shared problem must be reached. Even though there are often multiple needs, the agreement of a shared problem must be reached.