A LEARNING’S FROM PROBLEM SOLVING TOES

"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverb

            A LEARNING’S FROM PROBLEM SOLVING TOES

Last November 17, Ms. Lynnete and I had the TOES with Sir Jorge regarding on the techniques to Problem Solving.  You will never be a successful person if you’re not going to experience problems. And even the most successful company in every industry are also stumble upon difficulties. But sometimes, it is just the matter of focus, techniques and deep analysis. It will be up to you on how well you can handle to solve those at your own.

            We need to define first the meaning of the troubled word “PROBLEMS.”

PROBLEM- is a Deviation from Standard

                -it is the action of departing from an established course or accepted standard.

               - it is the abnormality of a certain standard, situation and values.

There are three techniques can be used in problem solving:

1.        Fishbone Diagram (Cause and Effect Analysis)

  A Cause-and-Effect Diagram is a tool that helps identify, sort, and display possible causes of a specific problem. To analyze existing problems so that corrective action can be taken. It is also known as "Ishikawa diagram". The diagram will help each of the members to think in a systematic way.

Below is the sample of the Cause and Effect Analysis:

           The diagram shows that among the six causes, “No Maintenance” has the greater caused of poor quality of comfort rooms. By identifying the main impact of the problem, you will decide on the solutions to focus and improved on the poorer caused using the System Approach:  

Ø  Input

Ø  Output

Ø  Throughput

Ø  Catalyst

Ø  Human Aid

Ø  Information Aid

Ø  Environmental

Ø  Supervision

2.       Pareto Principle (80/20 Rules)

-It deals with the unequal relationship between inputs and outputs.

-80% of the problem is caused by 20% of the given factor

-20% of the problem is caused by 80% of the given factor

-Pareto principle is a simple technique for prioritizing possible changes by identifying the problems that will be resolved by making these changes. By having this approach, you can prioritize the individual changes that will most improve the situation.

3.       Kepner Tregoe (KT Analysis)

The Kepner Tregoe Analysis describes a systematic problem solving and decision making method.  It deals with the rapid solutions to every problem.

Five tools of Kepner Tregoe Analysis

a.     Define problem as any deviation from standard

·         What is the Problem?

·         Identify what is? And what is not?

·         What object (or instances) has the deviation?

·         What deviation does it have?

·         What do we see, hear, feel, taste, or smell that tells us there is a deviation?

·         Then ask - What, Where, When, and to what Extent?

b.     Situation analysis

·         What is different, odd, special, or unique about an IS compared to an IS NOT?

·         What was changed in, on, around, or about each distinction?

·         When did the change occur?

·         How could each change have caused this deviation

·         Use distinctions and changes to develop possible cause statements?

c.     Problem analysis

·         Test possible causes against the IS and IS NOT specification

·         What assumptions have to be made?

·         Determine the most probable cause

·         Which possible cause best explains the IS and IS NOT information?

·         Which possible cause has the fewest, simplest, and most reasonable assumptions?

d.     Decision making analysis

Evaluating and Selecting alternatives. Get back to the first step to make a clear evaluation on the checklist and take a rapid solutions to the detected problems.

e.     Potential problem analysis

·         Where else might this problem appear?

·         Are there other occurrences of this problem in the past?

·         Do any procedures need to change?

The goal is to try to eliminate future occurrences of the problem. The avoidance to possible occurrences and defensive measures even before the problems comes along.

TRIVIA:

Kepner-Tregoe Problem Analysis was used by NASA to troubleshoot Apollo XIII – even though the technicians did not believe the results, they followed the process and saved the mission.  Even without a lot of time available, using Kepner-Tregoe Problem Analysis can result in the most efficient problem resolutions.

WTDN:

A simple problem can be solved easily and rapidly if and only if you would take this learning’s with you.

As Accounts Receivable Assistant, ledgers, cash receipts books, cash balance and collection letters must not only be my focus of attention, I, personally should take part of solving problems especially in the SBU. To help them by spreading this learning’s and helping them to carry on with them those knowledge.

I must focus on the vital 20% few that will deliver results: Collection of arrears

80% irrelevant many must be minimized: activities that has nothing to do with my results.

For me, the most applicable problem solving techniques would be the “Kepner Tregoe Analysis” for it has the best measurements to identify and solve any problems in a very fast and rapid ways.

ELLA S.A. PATERNO

A/R ASSIST.

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