Problem Solving & Decision Making

Problem-Solving Process	Decision Making Process
Identify the problem 5 Whys by Toyota Why did this problem/deviation occur? Ask why until you reach ‘I don’t know’ to find the root cause(s) Find causes Ask questions Divergent Thinking (Identify potential solutions) Brainstorming  Ishikawa fishbone diagram  People  Methods  Materials  Equipment  Environment	Convergent Thinking Ranking the ideas using:  a set of rubrics or matrix   6 Thinking Hats Finding the best solution based on: Judgment Situation Facts Knowledge Potential risks Combination of data Make the decision and commit to act Manage the consequences
Kepner-Tregoe Method (1960s) Situational analysis (to sort out priority concerns) Problem analysis (to find true cause) Clarify purpose Describe the problem Specify: What Where When Extent of the problem	Decision analysis (to balance benefits and risks) Set Objectives/Criteria Identify MUSTS and wants Evaluate alternatives Assess risks Potential problem/opportunity analysis (to avoid reactive action) Specify potential problems High attrition rate Slow uptake of students Low commitment of teachers 1:15 ratio too high Students uncontrollable marketing/positioning issues Likely causes Take preventive action Plan contingent action and set triggers