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Britecon2016 - Problem Solving

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Problem Solving for Technology

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Britecon2016 - Problem Solving

  1. 1. Problem Solving For Technology Phil Reynolds CEO / Founder BriteCore
  2. 2. Problems are Frustrating!
  3. 3. Ever Felt Like This?
  4. 4. Or This? Suit Guy’s Fault! Sweater Guy’s Fault!
  5. 5. “I feel like I bought a Ferrari but I can’t roll the windows up and down.” - Anonymous Client
  6. 6. Technology issues are so complex.
  7. 7. Building Blocks
  8. 8. Produce a Stable Stack
  9. 9. Or a Mess
  10. 10. Planning greatly reduces errors.
  11. 11. You will still encounter hurdles.
  12. 12. Train for problems
  13. 13. Read This!
  14. 14. Overcome
  15. 15. 1. There is no answer… you have to find it. 2. Solutions are very technical. 3. Sometimes you won’t like your options. 4. Requires mental flexibility. 5. Processes require discipline. Problem Solving Isn’t Easy!
  16. 16. You can achieve consistent positive technology outcomes by following a consistent process.
  17. 17. 1. Stay Calm 2. Identify the Problem 3. Understand the Problem 4. Define Your Goal 5. Develop Solutions 6. Measure Results Problem Solving Blueprint
  18. 18. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 1 Stay Calm
  19. 19. 1. Identify the Problem Don’t Panic.
  20. 20. Great way to teach yourself how to stay calm is to understand the human brain and recognize symptoms of stress and anxiety.
  21. 21. Amygdala Sends Alarm Triggering Fight or Flight Response
  22. 22. 1. Pituitary Glad Releases ACTH 2. Adrenal Gland Releases Epinephrine 3. Chemical Messengers Release Cortisol Panic Response Fight or Flight!
  23. 23. 1. Increased Blood Pressure and Blood Sugar 2. Spike in Heart Rate 3. Burst of Energy 4. Muscle Tension Panic Response Fight or Flight!
  24. 24. Problem in 25,000 BCE Chased by Mastodon
  25. 25. Problem Today: Delayed Printing
  26. 26. Feels the Same
  27. 27. The Same NOT
  28. 28. It’s Normal to Feel this Way.
  29. 29. To work with people, you need teamwork and cooperation.
  30. 30. Panic divides people and leads to faulty decisions.
  31. 31. Effects Panic 1. Suppresses Pre Frontal Cortex, Inhibiting Rationality • Emotional Outbursts 2. Reduces our Ability to Make Decisions • Analysis Paralysis or Self-Destructive Behavior 3. Hyper Awareness of Threat-Related Information • Exaggeration and Paranoia 4. Negative Bias Toward Ambiguous Stimuli • False Conclusions and Red Herrings
  32. 32. Breathe…
  33. 33. KEEP CALM SOLVE ON AND
  34. 34. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 2 Identify the Problem
  35. 35. To solve a problem, you first have to see it.
  36. 36. Be Vigilant.
  37. 37. Recognize Patterns
  38. 38. Identify Trends
  39. 39. Spot Anomalies
  40. 40. Need Inputs
  41. 41. • Premium Written • Premium Earned • Losses Incurred • Losses Paid • Premium Growth • Application Volume • Expense Ratio • Processing Time Per Policy • Underwriter Productivity • Customer Satisfaction • Time to Closed Claim • Time to Complete Quote • Time to Adopt Initiatives • Data Correlations Traditional Innovative
  42. 42. Signal to Noise Ratio
  43. 43. Too many inputs is the same as no input.
  44. 44. Scope
  45. 45. Solve Traffic Problem
  46. 46. Solve Electrical Problem
  47. 47. Wiring Diagram
  48. 48. Traffic Patterns
  49. 49. 1,000 Foot View (Macro)
  50. 50. 1 Foot View Micro
  51. 51. Can’t See the Forrest for the Trees.
  52. 52. Can’t See the Trees for the Forrest.
  53. 53. Some problems can only been seen through a microscope
  54. 54. Others through a telescope.
  55. 55. • Narrow • Procedural • Specific Micro Macro • Broad • Visionary • Aggregate
  56. 56. Micro and Macro Depend on each other and are equally important. Pay Attention to Both!
  57. 57. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 3 Understand the Problem
  58. 58. Educate yourself on the topic
  59. 59. Communicate Openly and Honestly Understand the Problem
  60. 60. Emphasize Teamwork
  61. 61. Collaboration Yields the Best Results
  62. 62. Admit your failures Accept Responsibility
  63. 63. 1. Honest: Say what you mean. 2. Thoughtful: Choose your words wisely. 3. Clear: Use common vocabulary and concepts. 4. Focused: Stay on message and on task. 5. Non-Violent: NVC is a great technique. Characteristics Of Effective Communication
  64. 64. Read This Too!
  65. 65. Perspective & Context Understand the Problem
  66. 66. Context Alters Perspective Solid Grey
  67. 67. 1. Diverse: Consider different viewpoints. 2. Thoughtful: Respect and reflect on options. 3. Neutral: Don’t assume intent. 4. Balanced: Tone is contagious. 5. Informed: Knowable questions answered. Characteristics Of Healthy Perspective
  68. 68. Determine Causation Understand the Problem
  69. 69. What is the root cause?
  70. 70. Case Study
  71. 71. Case Study “Approval Over Availability.”
  72. 72. Who is Responsible? Case Study
  73. 73. All of us.
  74. 74. All failures are process failures.
  75. 75. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 4 Define Your Goal
  76. 76. Values What do we care about?
  77. 77. https://goo.gl/6f9AlG
  78. 78. Benefit What benefits are we trying to protect?
  79. 79. Damage How Does This Issue Harm Benefits?
  80. 80. Goal Clear Picture of What Should be True. * Note true not done.
  81. 81. Goal Statement Values: Ease of doing business and Financial Stability. We want to be highly accessible to insureds while minimizing our overhead. Benefit: Insureds make payments online for convenience which consequently reduces Non-Pay Cancellations for us. Damage: Some valid credit cards have been rejected in the public gateway preventing insureds from making online payments. This frustrates insureds and increases our Non-Pay cancellations. Goal: Insureds should able to pay with any valid credit card. If online payment fails, they should be redirected to make a payment through a CSR and reassured that online payments will be restored quickly.
  82. 82. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 5 Develop Solutions
  83. 83. Engage the issue
  84. 84. 1. Fear: Don’t want to feel weak or vulnerable. 2. Urgency: Deal with the problem later. 3. Overwhelmed: Problem seems too large. 4. Insecurity: Worried about failure or image. 5. Politics: Dislike or disagreement. Engagement Can Be Tough
  85. 85. 1. Just Do It: First step is the hardest. 2. Chunk: Break large projects into small pieces. 3. Proof Of Concept: Learn a little to know a lot. 4. Dates: Give yourself deadlines. 5. Flexibility: Fail early, fail often. Best Advice
  86. 86. Gather Input Ideas Can Originate Anywhere
  87. 87. Your team can be an idea factory if they see action. Employees Partners Advisors Forums Customers
  88. 88. Communication Two-way communication is CRITICAL.
  89. 89. Activity Time!
  90. 90. Dialogue, not Directives
  91. 91. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 6 Measure Results
  92. 92. Establish Metrics Track Key Indicators
  93. 93. What Can You Measure?
  94. 94. Iterate, Iterate, Iterate… Close the Feedback Loop
  95. 95. Phil Reynolds CEO / Founder BriteCore phil@britecore.com http://www.slideshare.net/PhilReynolds2

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