Problem Definition Chapter 7 Chapter Objectives Learn The 8 steps of experienced problem solvers How to collect and analyze information and data To talk with people familiar with the problem To view the problem first hand To confirm all findings More Chapter Objectives Learn To determine if the problem should be solved How to continue to gather information and search the literature How to form simple hypotheses and quickly test them How to brainstorm potential causes and solution alternatives 1 Collect and Analyze Information and Data As an experienced problem solver Learn as much as you can about the problem Write down or list all information to describe the problem Determine which information is missing or not needed Create a sketch or drawing of the situation Organize the information for analysis and presentation Analyze data to identify trends errors or other meaningful information 2 Talk with People Familiar with the Problem As an experienced problem solver Determine who knows about the problem Ask questions Look past the obvious Challenge the basic premise Ask for clarification Be bold ask the dumb questions you may learn a lot Talk out the problem with other people Interaction can clarify questions and provide different perspectives as others interpret your description 3 View the Problem First Hand As an experienced problem solver Be careful not to rely solely on the other people s description of the problem If possible Look at the problem personally Create your own understanding of the situation Think about how your understanding compares to the other descriptions 4 Confirm All Key Findings As an experienced problem solver Validate the collected information is correct Cross check and cross reference Data Facts Figures Focus your primary attention on the important information and spot check other information Separate facts from opinions Challenge assumptions and assertions The Real Problem Now that you collected information about the problem you need to define the real problem There are 4 techniques to apply in this process 1 2 3 4 Find out where the problem came from Explore the problem Present state desired state Statement restatement We will now explore these techniques Finding Out Where the Problem Came From This technique focuses on Determining who initiated the problem Validating the reasoning used to create the problem statement To learn the problem origin Try to identify any logic errors by tracing through the problem process Separate the facts from the opinions Never make assumptions Check the problem statement to confirm it targets fixing the problem not symptoms of the real problem Explore the Problem There are 10 points to consider while exploring problems 1 2 3 4 Identify all available information Recall or learn pertinent theories and fundamentals Collect missing information Solve a simplified version of the problem to obtain a ballpark answer 5 Hypothesize and visualize what could be wrong with the current situation More Explore the Problem Continued 6 Brainstorm to guess the answer 7 Recall past or related problems and experiences 8 Describe or sketch the solution in a qualitative manner or sketch a pathway that will lead to the solution 9 Collect more data and information 10 After using some or all of the activities above write a concise statement defining the real problem Present State Desired State This technique helps us Verbalize where we are State where we want to go To find the appropriate path from there to here Learn whether the solution goals are consistent with our needs Goals are the desired state Needs are the present state More Present State Desired State To write the Present State Desired State Statement Avoid ambiguous or vague words where the meaning could be lost in the statement Examples include Best Minimal Reasonable Time Be quantitative where possible Be sure to match the present state and desired state statements Match each present state concern to desired state Avoid including solutions to the problems that are not listed in the other statement Statement Restatement To use this technique Look at the unclear problem situation Write a statement to state a challenge to address Continue to restate the statement Generalize the problem more with each restatement Continue this process until the broadest form of the problem is stated Evaluate Problem Definition The problem definition should be evaluated to ensure we are moving in the right direction Use this checklist for evaluation Are all the problem pieces identified Are all the constraints identified What is missing from the problem definition What is extraneous to the problem definition Did you challenge the assumptions and information provided to formulate the problem Have the facts been separated from the opinion 5 Determine if the Problem Should be Solved Determine the next step based on these questions Is the problem worth solving If not stop the process Does a suitable solution already exist If so implement the solution Can the necessary resources to solve the problem be assembled If not but you can adjust the resource constraint continue otherwise stop the process Does sufficient time exist to solve the problem If not but you can adjust the time constraint continue otherwise stop the process Begin generating solution alternatives 6 Continue to Gather Information and Search the Literature Expand your information collection boundaries You may find a similar problem and solution Research into the background of the problem This may save you significant time and effort Take a devil s advocate position and challenge your ideas This can stimulate creative interactions 7 Form Simple Hypotheses Quickly Test Them Next Create a hypothesis for the problem Quickly test the hypothesis for validity This process of testing simple hypotheses may quickly define the real problem 8 Brainstorm Potential Causes and Solution Alternatives This activity bridges the first phase of problem definition over to solutions development Techniques to identify solutions are covered in the next chapter Summary There are 8 steps experienced problem solvers use 1 2 3 4 5 6 7 8 Collect and analyze information and data Talk with people familiar with the problem If at all possible view the problem firsthand Confirm all findings Determine if the problem should be solved Continue to gather information and search the literature Form simple hypotheses and quickly test them Brainstorm potential causes and solution