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

244 Pages·2018·8.37 MB·English
by  Sproull
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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 CRC Press is an imprint of Taylor & Francis Group, an Informa business No claim to original U.S. Government works Printed on acid-free paper International Standard Book Number-13: 978-0-8153-6140-4 (Hardback) Tis book contains information obtained from authentic and highly regarded sources. Reasonable eforts have been made to publish reliable data and information, but the author and publisher cannot assume responsibility for the validity of all materials or the consequences of their use. Te authors and publishers have attempted to trace the copyright holders of all material reproduced in this publication and apologize to copyright holders if permission to publish in this form has not been obtained. If any copyright material has not been acknowledged please write and let us know so we may rectify in any future reprint. Except as permitted under U.S. Copyright Law, no part of this book may be reprinted, reproduced, trans- mitted, or utilized in any form by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying, microflming, and recording, or in any information storage or retrieval system, without written permission from the publishers. For permission to photocopy or use material electronically from this work, please access www.copyright .com (http://www.copyright.com/) or contact the Copyright Clearance Center, Inc. (CCC), 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400. CCC is a not-for-proft organization that provides licenses and registration for a variety of users. For organizations that have been granted a photocopy license by the CCC, a separate system of payment has been arranged. Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identifcation and explanation without intent to infringe. 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 http://www.taylorandfrancis.com and the CRC Press Web site at http://www.crcpress.com 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

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