HOW TO DEFINE A PROBLEM?

PROBLEM SOLVING EDUCATION SERIES-PART 4

INTRODUCTION

In Part 2, we discussed about choosing a problem that is priority for the organization. We used Prioritization Matrix as a tool to choose an issue. Once problem have been identified, the next process is to follow the recommended 7 Step Problem Solving Framework. The framework is provided in our Part 1 posting.

DEFINE THE PROBLEM

Defining the problem clearly is very important to ensure success of arriving at required solutions. A problem well stated is a problem half solved. It provided you with clarity of the problem and ensures you to be focused in identifying root causes and relevant solutions. There is a potential for breakthrough solutions.
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Unfortunately many companies or problem solving teams are not rigorous  in defining a problem. This could be due to time pressure from the organization or solution bias from team-members who have some prior experience.

How many problems in an organization that implement solutions, only to find out that the problem persist? Upon investigation they may find out that they have been working on wrong understanding of the problem.

Exxon Valley Oil Spill- 1989
After 20 years of clean-up, the issue continue to face the organization. The clean-up was becoming difficult due to the oli become viscous at low temperature. The problem was redefined as issue with material viscosity rather then oil cleanup.  The goal of the problem was changed to looking for solutions to manage material viscosity. With a change focus, a solution was found for the problem.

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5W1H APPROACH TO PROBLEM STATEMENT

5W1H stands for What, Why, Who,Where, When and How. This is one of the approach to define a problem. ​

PROBLEM STATEMENT

The following can be the summary of problem statement:-​

Since September 2019, scrap rate has increased to 5% per month resulting in increase cost of production by USD 10,000.00 per month. The scrap was found by QA during final inspection mostly at Line 1. Due to increase in scrap, there is an interruption in our delivery to customers and resulting in official customer complaint. Continued disruption to customer may force the customer to suspend orders and seek alternative supplies.

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SUMMARY

It is important to acquire as much as information in order to be able to derive at a clear problem statement. 
It is recommended not to rush into solving a problem.

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