Problem Solving Strategies

SKU: C-424Duration: 24 Minutes

Pay-per-view (PPV) format perfect for individual users.

Get immediate access to this interactive eLearning course online. Must be used within 30 days, expires 48 hours after launch.

Language:  English

Great for in-person classroom training or as an alternative to DVD.

Includes printable documents and Convergence Video Player for Windows systems. Content expires after 1 year.

Language:  English

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Course Details


Training Time: 24 minutes

Compatibility: Desktop, Tablet, Phone

Based on: Industry Standards and Best Practices

Languages: English

Problems arise in the workplace on a daily basis. Often times, they can be very difficult and time consuming to solve. Approaching the problem with a structured plan can help improve your efficiency, determine hidden causes, and increase the likelihood that your solution will actually fix the problem. This course illustrates key concepts using a step-by-step plan for a real world example, along with practical tools and strategies like the "5 Whys" technique, that you can use when troubleshooting problems in your workplace.

Learning Objectives

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

Key Questions

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.

Sample Video Transcript

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.

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