PROBLEM SOLVING

Problem solving requires an analytical method to assess a problem, identify cause, and implement corrective measures.  What is typically referred to as corrective action has commonly accepted steps in today’s quality assurance environment:  

1. Established a cross functional problem solving team
2. Describe the problem
3. Implement interim / containment actions to mitigate the problem in the short term
4. Establish the root cause of the problem
5. Identify permanent corrective actions (PCA)
6. Verify selected permanent corrective actions fix the problem
7. Implement selected permanent corrective actions into the problem process
8. Monitor the effectiveness of the implemented permanent corrective actions
9. Apply the permanent corrective actions to other applicable processes to prevent occurrences.
10. Congratulate team

One of the most commonly used problem solving methods is the 8 D or 8 Disciplines.  The 8 D was developed by Ford Motor Company and it or variants of it have been used throughout the automotive industry since the late 1980’s.  The form outlines the problem solving steps and provides a means to document how each step was executed.

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THE QUALITY MANAGEMENT RESOURCE

PROBLEM SOLVING

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THE QUALITY MANAGEMENT RESOURCE

PROBLEM SOLVING

In addition to the problem solving steps there are  tools to help solve problems.  Here’s a few that I like:

1. Is / Is Not diagram:  Used to more precisely describe the problem by identifying what attributes apply to the problem and which ones do not.  Also helps with root cause.
2. Cause and Effect diagram:  Also know as the fishbone diagram, this tool helps teams to isolate root cause by displaying the process into basic elements then detailing how each contributes to the process.  Once the process elements are listed they are analyzed and delineated as possible contributors to the problem or not.  Each possible cause should be explored to determine if it is causal.
3. 5 Whys:  A process by which the team continues to ask why to the problem statement until they can’t go any further and arrive at the source of the cause.  Seeing a completed 5 Why will clarify how it works.  Also focusing on different aspects of cause like the escape cause and defect cause can result in a more thorough corrective action.

Check out this website for a good list and examples of problem solving tools:  Quality Training Portal.