Developing Problem Solving Processes
Problem solving is a process that uses steps to solve problems. But what does that really mean? Let’s break it down and start building our toolbox of problem-solving strategies.
What is the first step of solving any problem? The first step is to recognize that there is a problem and identify the right cause of the problem. This may sound obvious, but similar problems can arise from different events, and the real issue may not always be apparent. To really solve the problem, it’s important to find out what started it all. This is called identifying the root cause. Collins dictionary defines root cause as “the fundamental reason for the occurrence of a problem.”[1]
Example: You and your classmates have been working long hours on a project in the school’s workshop. The next afternoon, you try to use your student ID card to access the workshop but discover that your magnetic strip has been demagnetized. Since the card was a couple of years old, you chalk it up to wear and tear and get a new ID card. Later that same week you learn that several of your classmates had the same problem! After a little investigation, you discover that a strong magnet was stored underneath a workbench in the workshop. The magnet was the root cause of the demagnetized student ID cards.
The best way to identify the root cause of the problem is to ask questions and gather information. If you have a vague problem, investigating facts is more productive than guessing a solution. Ask yourself questions about the problem. What do you know about the problem? What do you not know? When was the last time it worked correctly? What has changed since then? Can you diagram the process into separate steps? Where in the process is the problem occurring? Be curious, ask questions, gather facts, and make logical deductions rather than assumptions.
Summary of Strategies
When issues and problems arise, it is important that they are addressed in an efficient and timely manner. Communication is an important tool because it can prevent problems from recurring, avoid injury to personnel, reduce rework and scrap, and ultimately, reduce cost, and save money. Although, each path in this exercise ended with a description of a problem-solving tool for your toolbox, the first step is always to identify the problem and define the context in which it happened.
There are several strategies that can be used to identify the root cause of a problem. Root cause analysis (RCA) is a method of problem solving that helps people answer the question of why the problem occurred. RCA uses a specific set of steps, with associated tools like the “5 Why Analysis” or the “Cause and Effect Diagram” often called a fishbone diagram because it looks like the bones of a fish, to identify the origin of the problem.
Once the underlying cause is identified and the scope of the issue defined, the next step is to explore possible strategies to fix the problem.
If you are not sure how to fix the problem, it is okay to ask for help. Problem solving is a process and a skill that is learned with practice. It is important to remember that everyone makes mistakes and that no one knows everything. Life is about learning. It is okay to ask for help when you don’t have the answer. When you collaborate to solve problems, you improve workplace communication and accelerates finding solutions as similar problems arise.
Brainstorming
One tool that can be useful for generating possible solutions is brainstorming. Brainstorming is a technique designed to generate a large number of ideas for the solution to a problem. The goal is to come up with as many ideas as you can, in a fixed amount of time. Although brainstorming is best done in a group, it can be done individually.
Depending on your path through the exercise, you may have discovered that a couple of your coworkers had experienced similar problems. This should have been an indicator that there was a larger problem that needed to be addressed.
Communication
In any workplace, communication of problems and issues (especially those that involve safety) is always important. This is especially crucial in manufacturing where people are constantly working with heavy, costly, and sometimes dangerous equipment. When issues and problems arise, it is important that they be addressed in an efficient and timely manner. Because it can prevent problems from recurring, avoid injury to personnel, reduce rework and scrap, and ultimately, reduce cost and save money; effective communication is an important tool.
Problem Solving: An Important Job Skill
Problem solving improves efficiency and communication. It increases a company’s efficiency and profitability, so it’s one of the top skills employers look for when hiring new employees. Employers consider professional skills, such as problem solving, as critical to their business’s success.
Attribution
This chapter is an adaptation of Chapter 3: What is Problem Solving by Bonnie Boardman and is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted. You can download this book free at Introduction to Industrial Engineering Copyright © 2020.
- Collins. (n.d.). Root Cause. https://www.collinsdictionary.com/dictionary/english/root-cause ↵
