The Problem-Solving, Problem-Prevention, and Decision-Making Guide: Organized and Systematic Roadmaps for Managers

244 Pages·2018·8.37 MB·English

by  Sproull

Te Problem-Solving,
Problem-Prevention, and
Decision-Making Guide
Organized and Systematic
Roadmaps for Managers
http://taylorandfrancis.com
Te Problem-Solving,
Problem-Prevention, and
Decision-Making Guide
Organized and Systematic
Roadmaps for Managers
Bob Sproull
CRC Press
Taylor & Francis Group
6000 Broken Sound Parkway NW, Suite 300
Boca Raton, FL 33487-2742
© 2018 by Taylor & Francis Group, LLC
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Library of Congress Cataloging in Publication Data
Names: Sproull, Robert, author.
Title: Te problem-solving, problem-prevention, and decision-making guide :
organized and systematic roadmaps for managers / Bob Sproull.
Description: New York : Taylor & Francis, [2018] | Includes bibliographical references
and index.
Identifers: LCCN 2017054324 (print) | LCCN 2018007385 (ebook) |
ISBN 9781351116268 (eBook) | ISBN 9780815361404 (hardback : alk. paper)
Subjects: LCSH: Decision making. | Problem solving. | Industrial management.
Classifcation: LCC HD30.23 (ebook) | LCC HD30.23 .S7216 2018 (print) |
DDC 658.4/03--dc23
LC record available at https://lccn.loc.gov/2017054324
Visit the Taylor & Francis Web site at
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and the CRC Press Web site at
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Contents
Preface ....................................................................................................xi
Chapter 1 The DNA of Problems and Problem Solvers .................... 1
1.1 Te DNA of a Good Problem Solver ..............................1
1.2 Te Problem with Problems ............................................4
1.3 Te DNA of Problems ......................................................5
1.4 Change-Related Problems ...............................................6
1.5 Chronic Problems ...........................................................10
1.6 Hybrid Problems .............................................................11
1.7 Te 4 C’s of Problem Solving ........................................12
Chapter 2 Four Basic Tools for Problem Solving ............................. 15
2.1 Run Chart ........................................................................16
2.2 Te Pareto Chart ............................................................ 20
2.3 Cause-and-Efect Diagram ............................................22
2.4 Causal Chain ...................................................................25
Chapter 3 A Structured Approach to Problem Solving .................. 29
3.1 Te Structured Approach ..............................................29
3.2 Process Improvement, Six Sigma, and Toyota’s
Practical Problem Solving .............................................31
Chapter 4 Define, Describe, and Appraise the Problem ................. 33
4.1 Defne, Describe, and Appraise the Problem..............33
4.2 Select a Success Metric ...................................................36
Chapter 5 Investigate, Organize, and Analyze the Data ................. 39
5.1 Record the Symptoms ....................................................39
5.2 Record Relevant Data .....................................................41
5.3 Record Known Changes ................................................41
5.4 Search for and List Defect-Free Confgurations ........ 42
v
vi • Contents
5.5 Study and Record Distinctions .................................... 46
5.6 Brainstorm and Record Possible Causes .....................47
5.7 Eliminate Obvious Noncauses ......................................49
Chapter 6 Formulate and Test a Causal Theory .............................. 53
6.1 Develop a Hypothesis .....................................................53
6.2 Test Your Hypotheses.................................................... 54
Chapter 7 Choose the Most Probable Cause .................................... 59
7.1 Potential Problem-Solving Traps ..................................59
7.2 Select the Most Probable Cause ....................................62
Chapter 8 Develop, Test, and Implement Solutions ........................ 65
8.1 Develop Possible Solutions ............................................65
8.2 Factors to Consider .........................................................65
8.3 Change-Related Problem Solutions............................. 66
8.4 Launch-Related Problem Solutions ............................. 66
8.5 Hybrid Problem Solutions .............................................67
8.6 Test and Select the Best Solution ..................................67
8.7 Implement the Best Solution ........................................ 68
Chapter 9 Implement, Document, and Celebrate ............................ 71
9.1 Select and Implement Controls ....................................71
9.2 Document Your Success ................................................74
9.3 Celebrate Your Success...................................................75
Chapter 10 Failing at Problem Solving .............................................. 77
Chapter 11 A Message for Leadership ................................................ 81
11.1 Te Responsibility of the Leader ..................................81
11.2 Te Culture of Problem Solving ...................................83
11.3 Crisis and Failure ............................................................85
11.4 Trafc Intensity .............................................................. 86
11.5 Te Efects of Fire Fighting ...........................................87
11.6 Escaping Fire Fighting .................................................. 88
Contents • vii
Chapter 12 A Structured Approach to Problem Prevention ............. 91
12.1 An Ounce of Prevention ................................................91
12.2 Becoming Proactive Rather than Reactive ..................92
12.3 Probability and Risk .......................................................92
12.4 Te Problem Prevention Roadmap ..............................93
Chapter 13 Defining High-Risk Areas ............................................... 97
13.1 Identify the High Risk or Vulnerable Areas
of Your Organization .....................................................97
Chapter 14 Defining Problems, Failure Modes, and Effects .......... 101
14.1 Identify Potential Problems, Failure Modes,
and Efects in High-Risk Areas ..................................101
Chapter 15 Identifying the Highest Total Risk Problem ................ 103
15.1 Estimate the Probability of Occurrence for Each
Problem ..........................................................................103
15.2 Estimate the Potential Severity of the Problem ........105
15.3 Estimate the Probability of Detection .......................106
15.4 Calculate and Prioritize the Total Risk Factor
for Each Problem ..........................................................107
15.5 Prioritize and Select the Problem
with the Highest Total Risk Factor ............................109
Chapter 16 Determine the Most Probable Cause .............................111
16.1 Brainstorm Possible Causes ........................................111
16.2 Eliminate Obvious Noncauses ....................................111
16.3 Identify the Most Likely Potential Root Causes .......112
16.4 Select the Most Probable Cause ..................................112
Chapter 17 Developing the Preventive Measures Plan ................... 115
17.1 A Discussion regarding the Plan ................................115
17.2 Identify Preventive Actions .........................................116
17.3 Identify Actions to Reduce Severity ...........................116
viii • Contents
17.4 Identify Detective Controls .........................................117
17.5 Estimate Occurrence, Severity, and Detection,
Ten Recalculate Total Risk Factor ............................117
Chapter 18 Implement Preventive Measures Plan ........................... 119
18.1 Finalize and Implement the Preventive Measures
Plan .................................................................................119
18.2 Audit Efectiveness of Prevention Plan ..................... 120
Chapter 19 The Case of the Engineering Backlog ........................... 121
19.1 Asking the Right Questions ........................................121
19.2 Background Information ............................................ 122
19.3 Te History and Analysis of the Problem ................ 124
Chapter 20 The Case of the Defective Pinions ................................ 133
20.1 Case Background ..........................................................133
20.2 Establishment of a Data Collection System ............. 134
20.3 Scrap Summary and Analysis .....................................135
Chapter 21 The Case of the Cracking Rails ..................................... 145
21.1 Introduction to Case Study .........................................145
21.2 Defne, Describe, and Appraise the Problem............147
21.3 Investigate, Organize, and Analyze the Data ...........147
21.4 Symptoms and Relevant Data .....................................149
21.5 Record All Known Changes ........................................150
21.6 Search for and Record Defect-Free
Confgurations (DFCs) ................................................150
21.7 Search for and Record Distinctions ...........................151
21.8 Record Possible Root Causes .......................................151
21.9 Develop Hypotheses for Root Causes ........................152
21.10 Hypothesize/Test for Potential Root Causes............ 154
21.11 Defne the Most Probable Cause(s) ............................155
21.12 Defne and Implement Corrections and Controls ...155
21.13 Celebrate and Document Success ...............................156
Contents • ix
Chapter 22 The Case of the Weld Spatter ........................................ 157
22.1 Background Information .............................................157
22.2 Te Structured Approach ............................................158
22.3 Defne, Describe, and Appraise the Problem............158
22.4 Investigate, Organize, and Analyze the Data ...........163
22.5 Record the Symptoms and Relevant Data .................163
22.6 Record Recent Changes ...............................................164
22.7 List Defect-Free Confgurations and Distinctions ...164
22.8 Record Possible Causes ................................................165
22.9 Eliminate Obvious Noncauses ....................................165
22.10 Develop and Test Hypotheses .....................................167
22.11 Develop, Test, and Implement Solutions ...................168
22.12 Implement, Document, and Celebrate ......................168
Chapter 23 A Case Study in Problem Prevention ............................ 171
23.1 Case Background ..........................................................171
23.2 A Structured Approach to Problem Prevention .......172
23.3 Defning High-Risk Areas ...........................................174
23.4 Defning Problems, Failure Modes, and Efects .......176
23.5 Identify the Highest Total Risk Problem ...................179
23.6 Estimate the Probability of Occurrence, Severity,
and Detection ................................................................179
23.7 Estimate the Probability of Occurrence ....................181
23.8 Estimate the Severity ....................................................181
23.9 Estimate the Probability of Detection .......................183
23.10 Calculate the Total Risk Factor (TRF) .......................183
23.11 Prioritize and Select the Highest TRF .......................187
23.12 Determine the Most Probable Cause .........................187
23.13 Develop Preventive Measures Plan ............................188
23.14 Identify Preventive Actions .........................................189
23.15 Identify Actions to Reduce Severity ...........................189
23.16 Identify Detective Controls ........................................ 190
23.17 Estimate Occurrence, Severity, and Detection,
Ten Recalculate the TRF ...........................................192
23.18 Finalize, Implement, and Audit the Preventive
Measures Plan ...............................................................192