Third of NonTechnical lesson for personal and organizational competence.

1. Problem Handling
Personal/Organizational Competence
By: Mix

2. What is a
Problem?

3. Problem is

4. Problem is
Discrepancy
between
What IS
And
What SHOULD

5. The Problem Phase
Problem-finding
Problem shaping
Problem solving
Problem practice

6. Problem Finding
=
Innovation

7. KAIZEN

8. Problem Shaping
Define
Revise / Restate on Area
 Cost
 Environment
 Public Reaction

9. Sample
Event: Manager
receives a lot of
complaints regarding
long-waiting hours for
elevator.

10. Sample
Proposed Solution:
Upgrade elevator lifter
Install new elevator
Build second elevator

11. Sample
Proposed Solution:
Install mirrors on
every floor

12. PROBLEM BLOCKS

13. Problem Blocks
Emotions
Pressures
Complexity

14. Emotions – The Animal Game
1/5 4/5

15. PROBLEM SOLVING

16. Problem Solving Techniques
Trial and Error
Brainstorming
Root-cause analysis
Model Simulation

17. Root Cause Analysis
 All problems arise from their root cause.
 A high quality solution is one engineered to
resolve a specific correct root cause.
 Only high quality solutions can solve difficult
problems
 Only a formally defined process undergoing
continuous improvement can produce high
quality solutions consistently, economically,
and in short amount of time.
 Don’t focus on solutions. Focus on the process.
The right process will produce the right results.

18. Difficult Problem Analysis Map
Problem
Symptoms
Superficial
Layer
Fundamental
Layer
Intermediate
Causes
Root
Causes
Superficial
Solutions
Low
Leverage
Points
Fundamental
Solutions
High
Leverage
Points

19. Correlation VS Causation
Ice Cream
Sales
Murder
Rates
Temperature

20. System Thinking
“If you don’t understand
the interrelatedness of
things,
Solutions often cause
more problems”

21. System Thinking
“Simple questions often
require complex and
reflective thinking if good
solutions are to be
found”

22. System Thinking
“It is always better to
manage by design,
than by default.