1. Problem Solving and Decision Making

2. Course content Define “problem solving” Determine the problem
Determine the root cause
Define “decision making”
Decision analysis

3. What is problem solving?

4. Determine the problem
Understand the situation
Analyze the problem

5. Understand the situation
“Systems Thinking”
Interrelationships
“Big Picture” perspective

6. Analyze the problem
Asking the right questions
Don’t jump to solutions

7. Determine root cause Symptom vs. Root Cause Types of problems
“5 Whys?” exercise

8. Symptom vs. Root Cause Symptom -- Problem will reoccur
Root cause -- Problem will not resurface

9. Types of problems
Expected Performance
Time
Performance Gap

10. Types of problems
Expected Performance
Time
Performance Gap

11. Types of problems Time Expected Performance Expected Performance Time
Performance Gap
Expected Performance
Cause
Symptom
Expected Performance
Time
Performance Gap
Symptom
Cause

12. “5 Whys?” exercise
Presenting Problem: _______
Why? ______________

13. What is decision making?

14. Decision analysis Brainstorm possible solutions Weigh the solutions
Decide on a solution

15. Brainstorm possible solutions
Goal -- laundry list of solutions
No critique or evaluation
The more choices the better

16. Weigh the solutions “Best” solution Pros and Cons
Eliminates root cause
Doesn’t negatively impact others
Achieves desired results
Pros and Cons

17. Decide on a Solution Decision analysis drives solution choice
Consensus vs. Commitment

18. Problem solving and decision making summary
Situation surrounding a problem
Identifying the root cause
Brainstorming solutions
Consensus vs. Commitment

19. Questions?