Diploma in Quality Management Module 4 / Sec 08
PROBLEM SOLVING
PROCESS
60 SRI LANKA STANDARDS INSTITUTION
TRAINING DIVISION
Diploma in Quality Management Module 4 / Sec 08
8.0 PROBLEM SOLVING PROCESS
8.1 INTRODUCTION
8.1.1 Problem
A problem is the undesirable result of a job.
It could also be considered as a deviation from a standard. (ie. the gap between what is
and what should be)
8.1.2 Solution
The solution of the problem is to bring this gap to a reasonable level.
8.1.3 The Seven Step Method for Problem Solving
The Seven Step Method is a structured approach to problem solving and process improvement.
It leads a team through a logical sequence of steps that force a thorough analysis of the problem,
its potential causes and possible solutions. The structure imposed by the Seven Step Method
helps a team focus on the correct issues rather than diffuse its energy on tangential or even
counterprocucutive undertakings.
The Seven Step Method is known as the Quality Story or the QC Story or the Quality
Improvement Story.
8.1.3 THE SEVEN STEP METHOD FOR PROBLEM SOLVING
STEP 1 – Identify/define the problem
o Show that the problem being handled is of much greater importance than any
other problem eg. Use Pareto diagrams to show it is one of the vital few’.
o Explain the background of the problem.
o Express in concrete terms the undersirable effects of the problem.
o Decide on a reasonable target for the results to be achieved and a suitable time
schedule.
STEP 2 - Understand/study the current situation
o Observe the problem from various angles with the help of data collected.
o Flow charts, trend charts, sketches would be quite helpful.
SRI LANKA STANDARDS INSTITUTION 61
TRAINING DIVISION
Diploma in Quality Management Module 4 / Sec 08
STEP 3 - Analyse the current situation
• Determine potential causes for the current situation.
Use the data collected in Step 2 and experience of the people who work in the
process to identify conditions that might lead to the problem.
• Construct cause-and-effect diagrams for these conditions of interest
• Decide on most likely causes
STEP 4 – Implement the Solution
• Develop a list of solutions to be considered. Be creative.
• Decide which solution should be tried
- Carefully assess the feasibility of each solution, the likehood of success
and potential adverse consequences.
- Clearly indicate why you are chossing a particular solution
• Implement the preferred solution.
STEP 5 - Check the effectiveness of the solution
• Determine whether the solutions are effective as both short term and long term
measures.
Compare the situation before and after the implementation of the solution using
Pareto diagrams trend charts, histograms etc.
STEP 6 - Standardize the improvement
• The five W’ s and one H : who, when, where, what, why and how, for the
improved job must be clearly identified and used as standard to hold the gains
• Proper communication must be made about the standard
• Education and training should be provided
• A system of responsibility should be established to check whether the standards
are being observed
62 SRI LANKA STANDARDS INSTITUTION
TRAINING DIVISION
Diploma in Quality Management Module 4 / Sec 08
STEP 7 – Plan for future actions
• Determine the plans for the future
Decide whether the gap should be narrowed further and, if so, how another project should
be approached and who should be involved
The Purpose of the Seven Steps
To show the importance of the project and to indicate why energy should
Step 1 be spent here (instead of elsewhere) in order to use resources efficiently,
Define the Project obtain the support of management, and motivate the team
To reach an agreement on how success will be measured.
Step 2 To sue data (rather than opinion) to narrow the focus and to refrain from
Study the Current jumping to possibly incorrect solutions or causes
Situation
To develop baseline data to be used to verify solutions
Step 3 To find root causes (rather than symptoms) of the problem
Analyse the Potential
Causes To narrow the focus in order to change the most fundamental cuases that
can be changed
Step 4 To find the best possible solution plan its implementation and implement
Implement a Solution it (preferably on a small scale)
To determine whether the preferred solution is effective
Step 5
Check the Results To decide whether to standardize the solution of return to an earlier step
Step 6
To ensure that the problem stays fixed
Stanardize the improvent
To determine whether more work needs to be done on this particular
Step 7 problem
Establish Future Plans
To promote the practice of continuous improvement in terms of
organizational and team effectiveness
Table 8.1
RELATIONSHIP BETWEEN THE QI STORY AND THE PDCA CYCLE
(1) Select a theme PLAN
(2) Grasp of the present situation
(3) Analysis of the present situation DO
(4) Set the countermeasures into motion
(5) Effectiveness of the countermeasures CHECK
(6) Standard operating procedures
(7) Plan for future ACTION
(8) Actions
SRI LANKA STANDARDS INSTITUTION 63
TRAINING DIVISION
