1. Problems vs. Opportunities
Duke
Haise
Lovell
Mattingly
Swigert
Liftoff of Apollo 13
“Houston, we’ve had a problem here.”
Mattingly has a problem caused by Duke…
…which creates an opportunity for Swigert…
…which soon becomes a new problem.

2. Scientific Problem Solving
Scientist
Analyst
Observe a phenomenon
Recognize a variance
Formulate a Hypothesis
Conduct an experiment
Investigate
Propose a solution

3. Ishikawa Chart Symptom Category Root Problem Secondary Symptom
Possible Symptom Categories
4Ps: People, Place, Procedure, Policy
4Ms: Manpower, Machines, Methods, Materials
4Ss: Surroundings, Suppliers, Systems, Skills
Secondary
Symptom
Observed Symptom or Variance

4. The Problem Space OK Solutions Good Solutions Best Solution
Great Solutions
Search Space
Problem Space

5. Open vs. Closed Systems INPUTS PROCESSES OUTPUTS Closed System Known,
Defined, Predictable
Subject to Unknown, Undefined, and Unpredictable
Unknown, Undefined, Unpredictable
Closed System
Open System
INPUTS
PROCESSES
OUTPUTS

6. Functional Decomposition
Continually redefining the system under study into subsystems until reaching a point where no further value is gained from additional subsystem identification.

7. SDLC Preliminary Investigation Analysis Logical Design Physical
Implementation
Maintenance

8. Service Agreements

9. Typical PIECES Analysis
Symptom P I E C S
Management reports are often not received on time. X
Production line throughput is below expected standards.
Product rework is high.
Inventory control reports are inaccurate.
Exceptions occur frequently and must be processed by hand.
Production time is higher than industry average.
Orders are often cancelled due to excessive delivery wait time.
Required information to process an order not available on demand.
Organizational data redundancy is high.
Production lines are often down for repair or maintenance.
Line personnel are often not aware of their production quota.
Data transferred from production system to sales system by hand.
Several incidents of system sabotage have been recorded.
Totals 4 5 1 2

10. Preliminary Investigation
Key Activities
Problem definition
Estimate problem scope
Estimate project feasibility
Estimate resource commitment
Go/no go decision
Primary Deliverables
Preliminary feasibility report
General problem statement

11. Analysis Key Activities Primary Deliverables
Create logical models of current system
Refine problem statement via detailed symptom analysis
Determine requirements for new system
Primary Deliverables
DFD of current system
ERD of current system
Formal problem statement
Formal requirements definition

12. Logical Design Key Activities Primary Deliverables
Revise current system logical models to reflect proposed system changes
Validate logical model of proposed system against requirements determination
Primary Deliverables
DFD of proposed system
ERD of proposed system
Final performance specifications

13. Physical Design Key Activities Primary Deliverables
Determine hardware specifications
Determine software specifications
Conduct feasibility analysis and cost justification for new system
Estimate implementation schedule
Design data structures
Prepare training guidelines
Prepare preliminary testing procedures
Primary Deliverables
Detailed hardware specifications
Detailed software specifications
Final feasibility report
Physical data structures and data dictionary
Implementation schedule

14. Implementation Key Activities Primary Deliverables
Acquire hardware and software
Determine location requirements
Install the new system
Create test data and conduct initial system tests
Train all end users
Verify all end user and system documentation
Primary Deliverables
Final performance test metrics
Fully trained end user community
Fully installed system
Fully converted data files