At the end of this module, you will be able to:
- Describe the importance of a problem-solving plan
- Identify and describe the components of a problem-solving plan
- Describe how to organize evidence to identify the root cause of a problem
- Describe tools for discovering possible causes of a problem and possible solutions
The following key questions are answered in this module:
What are the steps of a problem-solving plan?
First, define the problem; then, gather information; next, list possible root causes; then, identify the most likely cause; test and confirm the root cause; generate
solutions; and decide on a solution.
How much information should you gather, and what kind?
Gather as much infomration as you can, and in particular, research if the problem has happened before and the circumstances immediately before the problem occurred.
What are some techniques used to determine a root cause?
Brainstorming, the 5 why's technique, and the fishbone diagram.
What is a fishbone diagram?
The fishbone diagram is a graphical tool used to organize and list the potential causes of a problem.
When should you attempt to test and confirm a cause?
Once you've evaluated all possible causes and have selected the most likely root cause.
Below is a transcript of the video sample provided for this module:
When confronted with a problem, you will immediately think of multiple possible causes and solutions. Acting on your initial instincts, without collecting enough information, will lead to wasted time and effort as you try solutions which may not solve the problem. Instead of immediately jumping to solutions, approach the problem with a structured plan that involves the following steps. One, define the problem. Two, gather information. Three, list possible root causes. Four, identify the most likely cause. Five, test and conform the root cause. Six, generate solutions. Seven, decide on a solution. Be sure to document the result of each step to see the effects your actions have.
Use the additional resources and links below to learn more about this topic: