Explain why it is important to use KT Problem Analysis to quickly get to a precise problem description and to avoid building biases into problem-solving processes.

1. Why is KT Important: Problem Solving Process
of NASA, Toyota, and CSI
Kepner-Tregoe Problem-
Solving Method
Jason CW Wang / Lean Manager
Nov 2018

2. Why Problem Solving Is Important?
• Toyota’s 4P Business Model
Jeff Liker
The Toyota Way, 2004
Problem
Solving
People &
Partners
Process
Philosophy
Most “Lean”
Organizations are
here

3. www.islide.cc 「 让PPT设计简单起来！」 3

4. The Most Underrated Skill in Management
• What problems are you trying to solve?
• Problem Formulation is the single most underrated skill in all of
management practice.
Nelson P. Repenning
Don Kieffer
Todd Astor
MIT Sloan Management Review
Problem
Solving
People &
Partners
Process
Philosophy
Clear problem statements can unlock the
energy and innovation that lies within those
who do the core work of your organization.

5. Why KT method?
• Clear problem statements mean setting clear goals of the problem analysis
activity
• Based on facts and evidences to describe the problem objectively without
presuming diagnosis or solution (avoid “tunnel vision”)
• Logically and efficiently finds out “abnormal signs” in a controlled setting
• The magic: it's a structured approach with gates
6 Sigma
DMAIC
Ford 8D
D2
Toyota
A3 Method
Clear
Problem
Statements

6. Kepner-Tregoe Problem Analysis
• Use KT Problem Analysis to quickly get to a precise problem description
• To get to the true root cause of a problem before moving on to solutions
• To take full advantage of team knowledge, skills, and experience, and to
document causes and decision paths for communication and learning.
From the course: Putting ITIL® into Practice: Problem Management Techniques
LinkedIn Learning

7. Why use KT method before anything else? (1/4)
• Precisely Describing the Problem (KT method)
 Describe the current status of the problem
 Objectively present the problem for the team to review
 Understand the problem based on facts (What/Where/When happened to what
Extent?) before diagnosing/finding out solutions to avoid “Tunnel Vision”
 DO define the problem clearly BEFORE root cause finding
 FACA: Jumping to conclusions too fast will solve only symptoms (not root causes!)
Symptom
(Problem
Statement)
Failure
Analysis
(Root Cause)
Corrective
Action
(Solution)

8. Why use KT method before anything else? (2/4)
• KT Method
 Objectively describe the facts before inferring the potential link between
symptoms and causes (Is/Is Not)
If A, then B If 𝐵, then 𝐴
B 𝑩

9. Why use KT method before anything else? (3/4)
• Design of Experiments (DOE) Method
 Enumerate/exhaust all potential causes, then prove the links
 Without problem solvers do due diligence reviewing the facts (“crime scenes”),
it would take too long to do the experiment, having so much data that the cause
(signal) is hidden in the data (noise).
 If 𝐵, then 𝐶1, 𝐶2, 𝐶3…
 If 𝐷1, 𝐷2, 𝐷3,… then B
Correct sequence:
Properly scope the problem (KT Method), then DOE
Based on the discussion with TPS Master Mark Warren
Experienced Manufacturing Professional "Discovering Solutions with People“
Founder of Tesla2, Inc.

10. Why use KT method before anything else? (4/4)
• KT Method as an efficient way to scope/describe the problem
 In a controlled manufacturing setting, KT method is best suited to describe the
facts (symptoms)
 DOE is used to find the links between “symptoms” and “causes
 Without properly scoping down the problem, multiple-factor DOEs will be
required to exhaust all possible combinations (tremendous workload)!

11. Criminal Investigation as a Thinking Process (1/2)
• The Path to Becoming an Investigator
 Being passionate about following the facts to discover the truth
 Being detail-oriented and observant of the facts and the timelines of events
 Being a flexible thinker, avoiding tunnel vision
 Being self-aware of bias and intuitive responses
ROD GEHL
DARRYL PLECAS
Introduction to Criminal Investigation: Processes, Practices and Thinking
6 Sigma
DMAIC
Ford 8D
D2
Toyota
A3 Method
Clear
Problem
Statements
Tunnel Vision
Case Ownership
Excessive Secrecy
Avoid

12. Criminal Investigation as a Thinking Process (2/2)
• Same KT Method Logic in CSI
 Apply KT-Method “Is/Is not” to locate the real “smoking gun/killer”
Physical
Evidences
Crime Scenes
Alibi
Time shifting
factors
Find out the logical link that can
explain all of the (Is/Is not) evidences

13. www.islide.cc 「 让PPT设计简单起来！」 13
ROD GEHL
DARRYL PLECAS
Introduction to Criminal Investigation: Processes, Practices and Thinking

14. www.islide.cc 「 让PPT设计简单起来！」 14

15. Takeaway
• Objective Problem Statement is the first step of every root cause finding
activity
• Use KT Method (Is/Is Not) to DESCRIBE/SCOPE the problem
• Use other tools (DOE, Fishbones, FACA and so on) to IDENTIFY the root
causes
• The key is to follow the correct sequence of PDCA cycle (Toyota A3 / 8D
Process / Six Sigma DMAIC) to avoid building biases (“tunnel vision”) in
the beginning phase of root cause finding processes!

16. 16
Nelson P. Repenning
Don Kieffer
Todd Astor
MIT Sloan Management Review