ALDP Module 6-Solve Everyday Problems

Facilitatedby:SolveEverydayProblems!AcceleratedLeadershipDevelopmentProgram(ALDP)January20091Activity:FinishTheSentence!•Thisactivityhasthreeparts•Individually,answerthequestioninpart1•Introduceyourselftoyourtablegroupbyansweringthequestionsinpart2•Brainstormresponsestoyourassignedquestionandpostonflipchart•Youhave10minuteswb22WhyAreWeHere?Tobeableto:zIdentifythecause(orcauses)ofeverydayworkproblemszFindwaystoeliminatethesecausesandpreventthemfromrecurringzBecomeaneffectiveproblemsolverwb33WhyisThisImportanttoMe?•Roomtohaveagreatstart•Roomtobeinvolved•Roomtogrow•Roomforyou4WealwayslookforwaystoimproveOurWinningWaysDotherightthingShowwecareAimhigherCelebratedifferenceWorkbettertogether5TheIHGPerformerCompetenciesResultsPerformance=X6GrowingandWinningwithALDPALDPPhase2LeadershipCompetencyClustersTeamFocusPassionateActionOrientedSavvyALDPPhase1LeadershipFundamentalsCoachforPeakPerformanceWinSupportForYourIdeasBuildGreatTeams!SolveEverydayProblems!LeadEffectiveMeetings7Whatisaproblem…Aproblemisanobstaclewhichmakesitdifficulttoachieveadesiredgoal,objectiveorpurpose.*ComesfromtheGreekword‘próblema’whichmeans‘somethingthathasbeenpresentedforsolving’*Source:Wikipedia2008wb38MythsofProblemSolving1.Itworkedthelasttime,itwillworkthistime2.IfIdelay,Icanmakeabetterdecision3.Ishouldjusttrustmyinstinctsratherthanworryabout“process”4.Allproblemsarebestsolvedbyteams5.IfIhadmoretime,Icouldmakebetterdecisionswb49WhichBenefitsDoYouWant?1.Individually,reviewthelistedbenefitsofmasteringandapplyingthiscompetency2.Selectthethree(3)mostimportanttoyou3.Pleasebepreparedtoshareyourresponseswiththelargergroup4.Youhave2minuteswb510HowCanIApplyTheseSkills?1.Individually,reviewthelistedapplicationsituationsforthiscompetency2.Identifythetwo(2)mostimportanttoyou3.Pleasebepreparedtoshareyourresponseswiththelargergroup4.Youhave2minuteswb611Prework:WhatAreYourExperiences?Inyourtableteam,shareyourcompletedpreworkassignmentonyourproblemsolvingexperiences.wb7Instructionsfortheprework:zIndividually,reflectontwopersonalorprofessionalproblem-solvingexperiences(onepositive&onenegative)zRespondtothe4questionsforeachzAnswerthebottom3questionsbaseduponbothexperiences12Agenda•DefinetheProblem―Identifywhatyouknow―Describetheproblem•IdentifyRootCause—AskthefiveW’sandH—Createacause-effect(C-E)diagram—Establishimprovementtargets•EliminateRootCause—Brainstormpossiblesolutions—Evaluatepotentialsolutions—CreateanActionPlan—ImplementActionPlan•MonitorSymptoms—Setupmonitoringsystem—IncorporatesolutionsintoSOP13Housekeeping14KeyElementsofProblemSolving1.Availableinformation2.Likelyconsequences3.Likelyrisk4.Numberofdecision-makers5.Knowncauses6.Clearoutcomeswb815KeyElementsofProblemSolvingExample:Increasingnumberofguestcomplaintsregardingslowrestaurantservice.zAvailableinformation(Rating=2,High)Guestwrittenfeedbackisdetailed,identifyingspecificoutlets,dates,andtimes.2.Likelyconsequences(Rating=3,High)Thisisabusinesshotel,andforbusinessguestsspeedandefficiencyofserviceiscritical.3.Likelyrisk(Rating=3,High)Almosthalfoftheguestswhocomplainedinthelast3monthsarekeyaccounts.4.Numberofdecision-makers(Rating=4,5plus)Theproblemisassociatedwithorder-taking,foodpreparationandbill-settlement,itinvolvesatleastrestaurantserviceteamandkitchenteam5.Knowncauses(Rating=3,Unknown)Theguest-reportedday/timefortheslowservicedidnotfallintopeakperiods,whichwouldhavebeentheusualcause.Alsomorethan3outletsareinvolvedsospecificservicestaffcannotbeeasilyidentified.6.Clearoutcomes(Rating=1,VeryClear)wb816Activity:RateTheKeyElements!1.Individually,consideryourlastmajorproblemsolvingeffort2.Identifywhichelementswereinvolvedintheproblem3.Then,ratethecomplexityoftheproblem4.Pleasebepreparedtosharethesewiththelargergroup5.Youhave2minuteswb917Activity:RateTheKeyElements!•6-12=LowComplexity•13-18=MediumComplexity•19-24=HighComplexity•2ormoreelementsrated4=HighComplexitywb9NOTE:SOMETIMESYOUMAYNOTHAVEENOUGHINFORMATIONONTHEPROBLEMTOASSESSITSCOMPLEXITY.INTHESECASESYOUWILLNEEDTOCOMPLETETHEFIRSTSTAGEINTHEPROBLEMSOLVINGCYCLE–‘DEFINETHEPROBLEM’.18ComplexityofProblem•Theproblemsolvingstepsandtoolscoveredinthisworkshopisbestsuitedforproblemsoflowandmediumcomplexity.•Highlycomplexproblemsrequireamorerigorousapproach–TQM’s9stepproblemsolvingprocess.wb1019TQM9-StepProcess1.Projectselection2.Setupdatacollection3.Actualdatacollection&dataanalysis4.Diagnoserootcauses5.Solutions6.Validatesolutions7.Standardise8.Monitor&maintain9.Reviewwb1020SolvingEverydayProblems!Stepswb11DefinetheProblemIdentifyRootCauseEliminateRootCauseMonitorSymptoms21TQM&SolvingEverydayProblems!Steps1.Projectselection2.Setupdatacollection3.Actualdatacollection&dataanalysis4.Diagnoserootcauses5.Solutions6.Validatesolutions7.Standardise8.Monitor&maintain9.ReviewDefinetheProblemIdentifyRootCauseEliminateRootCauseMonitorSymptoms22ProblemSolvingStyle•Theproblemsolverisasimportantastheprocessforresolvingproblems.•Eachofushasapreferredproblemsolvingstyle•Preferredstylesdifferfrompersontoperson.•Somerelystrictlyondatatomakedecisionswhileotherspreferrely