Course Description

This class will develop the knowledge and skills needed to follow a comprehensive problem solving process that will enable participant to identify the true root cause of a problem. Common tools used in effective problem resolution will be utilized.

Objectives

• Explain comprehensive problems solving.
• Communicate the benefits of a comprehensive problem solving approach.
• Apply common tools used in problem solving.
• Apply the problem solving techniques to a client specified problem.

Outline

1. Introduction
   • Welcome and Overview
2. Benefits of comprehensive problem solving
3. Common problem solving tools
   • Brainstorming to generate a list of ideas
     Activity – example problem
   • Flowcharting to illustrate a process
     Activity – example problem
   • Tally Sheets to capture data
     Activity – example problem
   • Pareto Charts to show the issues in ranking order
     Activity – example problem
   • Run Charts to plot data over time
     Activity – example problem
   • Cause and Effect Diagrams to organize potential causes of a problem
     Activity – example problem
   • The 5-Why Technique to assist in identifying the root cause
     Activity – example problem
   • 5Ws-2Hs Analysis to assist in describing the problem
     Activity – example problem
   • Action Plans to identify what needs to be done, when and by whom
     Activity – example problem
4. Comprehensive problem solving model introduction
5. Customer supplied Problem Solving – applying what we learned

Course Length

Instruction - 4 hours
Application – 3 hours addressing customer supplied problem

Class Size

Mininum: 3
Maximum: 20