1. Problem Solving

2. What is Problem Solving?
“higher-order cognitive process that requires the modulation and control of more routine or fundamental skills” (Goldstein & Levin, 1987)

3. 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

4. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

5. 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

6. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

7. Problem Recognition Define the problem clearly
Ask the following questions
What is our objective?
Why are we here?
What is the impact?

8. 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

9. 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

10. Problem Recognition
You may need to draw a picture

11. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

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

13. 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)

14. 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

15. Problem Observation
Modify the problem statement on the basis of your findings.

16. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

17. 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

18. 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

19. 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,

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

21. 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

22. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

23. 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,

24. 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?

25. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

26. 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?

27. 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

28. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

29. 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?

30. Problem Cycle Problem Evaluation Problem Recognition Problem
Observation
Sustain
Solution
Problem
Analysis
Validate
Solution
Develop
Solution

31. 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?