Problem Solving and Critical Thinking Skills

Problem Solving and Critical Thinking Skills
Solution

Purpose
The purpose of the module is to give you an
overview about how can you build Excellence in
your Problem Solving Skills
At the end of this module you will learn the
following
➢ What is Problem Solving?
➢ What do we do today to solve the problems?
➢ What are the Excellence requirements?
➢ What are the various Problem Solving
Methodologies?

What is Problem Solving?
Problem Solution

Problem Solution
Let us look at an example of Problem Solving?

Oil leak in the filter house
You are a major food processing company
making oil from corn and soybean. The five
units that filter the oil are located in one
building. On the day problem was noticed, a
foreman rushed into your office and said “.
There is oil all over the floor of the filter
house”.
What would you do?
What are the structural elements here?

house”.
What would you do?
Solution
(Expected)
Problem

What is the structure of a problem?

No oil on the
floor
Oil on the
floor

What are the typical Examples of a Problem?
• From the day we introduced the computers, we have had
nothing but trouble in getting our inventories balanced. I
just don’t understand it
• Emory Jackson was referred to us as a outstanding
engineer, but he certainly has not fulfilled expectations in
this department.
• Our number 11 paper machine never produces more
than 80% of its design capacity, no matter what we try
• Some days we meet our schedules without any trouble.
Other days we cant meet them at all. There just does not
seem to be any good reason for the discrepancy
• The system worked well for months. Then, in the middle
of the morning three weeks ago, it went dead. It is still
dead, and we don’t have the slightest idea of what
happened

Most people will think of
the possible solutions
based on their own
knowledge and
experiences of similar
situations
And then choose one
solution to apply
If they are lucky, the
problem get addressed
for some time
But it comes back after a
period
If they are unlucky, the
problem persists
Why does the problem
persist or recur?
How would you solve this problem?

Enrichmentors Building Businesses, People, Wealth & Health Successfully over 40 years
Why does the problem persist or recur?
Problem Solution
Because we don’t analyze the problem to find the
root cause before offering the solution!
Problem
Analysis

Excellence in Problem Solving
Problem Solution
Requires us to find the root cause of the problem so that we know the
solution will remove the root cause and the problem will not recur
Problem
Analysis

What is Problem Analysis?
• Provides you the skills needed to
– Explain any situation in which an expected level
of performance is not being achieved and
– The cause of the unacceptable performance is
unknown
• Is a systematic problem solving process
• Helps you identify the root cause/s of a
problem so that
• You are sure of taking appropriate corrective
action that can correct the problem and
prevent it from recurring

What methodologies can you use for Problem Analysis?

What did we learn in this module
➢ Problem Solving is about finding a solution to the remove the deviation from the
“Should be” state occurring in the problem
➢ Most of time and most of us jump to finding our favorite solution to the problem
without finding the root cause of the problem
➢ This leads to either problem persisting or recurring
➢ Excellence in problem solving requires us to find the root cause of the problem
so that we know the solution will remove the root cause and the problem will not
recur
➢ This can be done by doing the problem analysis before generating the possible
solutions
➢ Problem Analysis is a systematic problem solving process that helps you identify
the root cause/s of a problem so that you are sure of the right solution that can
correct the problem and prevent it from recurring
➢ There are many methodologies which can be used depending on the
requirements, like
✓ 5 Why analysis
✓ Ishikawa diagram
✓ Pareto Analysis
✓ Fault tree analysis
✓ FMEA and
✓ KT Problem Analysis

What is in it for you in next module?
Understanding various problem solving methodologies

Enrichmentors
Building
Excellence in
Problem Solving
Problem Analysis
Methodologies
Building Businesses, People, Wealth & Health Successfully over 40 years

Purpose
The purpose of the module is to tell you about the
Problem Analysis Methodologies to help you build
Excellence in your Problem Solving Skills
following
➢ What are the various Problem Analysis
Methodologies?
➢ When can you use each of these?
➢ How can they help you identify the root cause of
a problem?
➢ What are their limitations?

Enrichmentors
5 Why Analysis

When to use?
Known
Cause
Repetitive
Problems
Want to
find
systemic
cause

How does it help find the root cause and
what are the limitations?
• Repeated asking
“Why” helps go
deeper to the
systemic levels and
focus on solutions
that have broader
impact
• Can not work if the
problem is occurring
for the first time
and/or people do not
know the causes

Enrichmentors
Fishbone Diagram

When to use?
Unknown
Cause
Repetitive
and non
repetitive
problems
Want to
find
possible
causes

• It only helps you
generate possible
causes
• You need to use
other methodologies
to find the root cause
• By itself it can not
find the root cause

Enrichmentors
Pareto Analysis

When to use?
Many
known
Causes
Repetitive
problems
Have data
on the
count of
problems

• It helps you identify
vital few causes that
account of majority
(80%) of problem
occurrences
• You need well
spread data to come
to statistically valid
conclusions
• Can not include the
unknown causes

Enrichmentors
Fault Tree Analysis

When to use?
Unknown
Causes
Repetitive
and non
repetitive
problems
Want to
know
possible
causes

• It helps find all
possible causes
• Can not tell you the
root cause/s by itself
• Need to use other
methods like Pareto
Analysis etc. to find
the root cause/s

Enrichmentors
Failure Mode and Effect Analysis

When to use?
Known
possible
causes
Repetitive
potential
problems
Want to
know
causes with
max risk

• Helps identify parts
of process that has
max risk of failure
and need to be
addressed
• Need a lot of good
understanding of the
process

MECE

When to use?
Possible
causes
known
Repetitive
and non
repetitive
problems
Want to
know ALL
possible
causes

• Helps list ALL
possible causes
• Depends on the
knowledge of the
team
• Need to use with
other methods to
eliminate the causes
to find the root cause

Effect-Cause-Effect Method
ECE Method helps find the root
cause of a Undesirable
situation.
Hence pinpoints the underlying
causes as Core Problems
Persuade others by explain the
entire process of constructing
ECE and providing solid proof
Hypothesizing
reasons
Deriving the
resulting
different effects
Checking their
existence
Confirming the
reasons on
finding their
existence
Changing the
hypotheses on
not finding their
existence

When to use?
Known
possible
causes
Repetitive
and non
repetitive
problems
Want to
eliminate
possible
causes

• Helps eliminate the
possible causes to
narrow down the
root cause
• Does not need a lot
of data
• Works as well as the
possible causes
generated

Enrichmentors
Kepner Tregoe Problem Analysis

When to use?
Unknown
causes
Non
repetitive
problems
Want to
generate and
eliminate
possible
causes

• Helps generate
possible causes and
also confirm the root
cause
• Does not need a lot
of data
• Depends on the
knowledge of the
team

➢ There are many methodologies which can be used depending on the
requirements, like
✓ 5 Why analysis
✓ Fishbone Diagram / Ishikawa diagram
✓ Pareto Analysis
✓ Fault tree analysis
✓ FMEA
✓ MECE
✓ Effect-Cause-Effect (ECE) Method and
➢ Some methods like 5 Why and Pareto Analysis can only work when the causes
are known and we need to find either the dominant cause or systemic cause
➢ Methods like Fishbone Diagram, Fault Tree Analysis, MECE can only help us
find the possible causes. Need to apply other methods along with them to find
the root cause
➢ FMEA works to prevent potential problems with the knowledge of the impact of
different parts contributing to the problems
➢ ECE method can only help in eliminating possible causes and getting to the
probable cause
➢ Only KT Problem Analysis offers a methodology which can help generate
possible causes as well as eliminate the possible causes to find the root cause

Understanding KT Problem Analysis Methodology

Enrichmentors
Building
Excellence in
Problem Solving
Understanding KT Problem
Analysis Methodology

Purpose
The purpose of the module is to tell you about the
Understanding KT Problem Analysis (KTPA)
Methodology to help you build Excellence in your
Problem Solving Skills
following
➢ When to use KT Problem Analysis?
➢ How can you find the cause of a problem using
KTPA- Overview
➢ How can you find the cause of a problem using
KTPA- In-Depth understanding
➢ How to carry these steps of KTPA?

When to use KT Problem Analysis?
Unknown
Cause
Non
Repetitive
Problems

How can you find the cause of a problem using KTPA Process?
State the problem
Specify the problem
Develop possible causes
Test possible cases vs the
specification
Determine the most probable cause
Verify

Enrichmentors
How to carry these steps of KTPA?

Let us look at each step in depth?
State the problem
Specify the problem
Develop possible causes
specification
Verify

State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been

Specify the
problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much
it is not

Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions
& Changes
between IS and IS
NOT
Treat Distinction
with Changes as
possible causes

specification
Ask for each possible
cause explains each
dimension
List assumptions
under they will explain
all the dimension

Determine the most probable
cause
Compare the quantity
and quality of
assumption
Select the cause with
least and most
reasonable assumptions

Verify
Eliminate the most
probable cause and see
the effects
Verify the assumptions
?
X
X ?

State the problem
Drill down to
the level where
the cause is
unknown
Focus on one
deviation at a
time
State what it is
vs what it
should have
been
Specify the
problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much
it is not
Develop possible
causes
Brainstorm
other possible
causes with
people
Find
distinctions &
Changes
between IS
and IS NOT
Treat
Distinction with
Changes as
possible
causes
Test possible
cases vs the
specification
Ask for each
possible cause
explains each
dimension
List
assumptions
under they will
explain all the
dimension
Determine the
most probable
cause
Compare the
quantity and
quality of
assumption
Select the
cause with
least and most
reasonable
assumptions
Verify
Eliminate the
most probable
cause and see
the effects
Verify the
assumptions

We learnt how to use the KTPA using a worksheet and the detailed steps

KT Problem Analysis Methodology Application

Enrichmentors
Building
Excellence in
Problem Solving
KT Problem Analysis
Methodology Application
Part I

Purpose
The purpose of the module is to show you how to
apply KT Problem Analysis (KTPA) Methodology
to help you build Excellence in your Problem
Solving Skills
At the end of this module you will learn how to
➢ State the problem
➢ Specify the problem
➢ Develop possible causes
➢ Determine the most probable cause
➢ Verify

house”.
What would you do using the KT Problem
Analysis?
Please ask for any information you need
which will be give as available

Oil leak in the filter house-Problem Statement
Problem Statement
• There is oil all over the floor of the filter house?
State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been

Problem Statement
What is causing the oil all over the floor….?
• No 1 Filter is leaking oil
What is causing the No 1 Filter leaking?
• Don’t know for sure, have many guesses
Revised Problem Statement
State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been

Problem Statement
Does the Problem Statement focus on one deviation?
• Yes
State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been

Problem Statement
• Yes
Does it contain actual as well as should be state?
• No
• No1 Filter is leaking oil when it should not be
State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been

State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been
You are a major food processing company making
oil from corn and soybean. The five units that filter
the oil are located in one building. On the day
problem was noticed, a foreman rushed into your
office and said “. There is oil all over the floor of the
filter house”.
What would you do using the KT Problem Analysis?
Please ask for any information you need which will
be give as available
Application of stating the problem to the Oil all over the floor case

filter house”.
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not
Application of specifying the problem to the Oil all over the floor case

Enrichmentors
Building
Excellence in
Problem Solving
KT Problem Analysis
Application Part II

Oil leak in the filter house- Problem Specification
Dimension Specific questions IS COULD BE but IS NOT
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

What What specific object has the deviation?
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

What What specific object has the deviation? No 1 Filter Filter Nos 2-5
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

What is the specific deviation?
No 1 Filter Filter Nos 2-5
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Where Where is the object when the deviation is
observed?
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
At the northwest corner of
the Filter House
At the other Filter
locations
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
Where is the deviation on the object?
the Filter House
At the other Filter
locations
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the cleanout hatch
At the other Filter
locations
At other location on the
Filter
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
When When was the deviation observed first?
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
When When was the deviation observed first? 3 days ago at the start of
the shift
Before 3 days ago
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
When since that time has the deviation
been shown? Any pattern
3 days ago at the start of
the shift
Before 3 days ago
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
Continuously in all shifts
Before 3 days ago
When the shift is not in
use
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
When, in the history of life cycle of the
object was the deviation observed first
the shift
Before 3 days ago
use
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
As soon as the oil goes
into the filter, at the start of
the shift
Before 3 days ago
use
At any time later on in the
shift
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
the shift
Before 3 days ago
use
shift
How Much How many objects have the deviation?
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
the shift
Before 3 days ago
use
shift
How Much How many objects have the deviation? No 1 Filter Only All Five
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
the shift
Before 3 days ago
use
shift
What is the size of single deviation
No 1 Filter Only All Five
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
the shift
Before 3 days ago
use
shift
No 1 Filter Only
5-10 gallons of oil leaked
per shift
All Five
Less than 5 & more than
10 gallons/ shift
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
At the northwest corner of the
Filter House
At the other Filter locations
At other location on the Filter
When since that time has the deviation been
shown? Any pattern
When, in the history of life cycle of the object
was the deviation observed first
3 days ago at the start of the
shift
As soon as the oil goes into
the filter, at the start of the shift
Before 3 days ago
When the shift is not in use
At any time later on in the shift
How many deviations are on each object?
No 1 Filter Only
5-10 gallons of oil leaked per
shift
All Five
Less than 5 & more than 10
gallons/ shift
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
Filter House
shown? Any pattern
shift
Before 3 days ago
shift
No 1 Filter Only
shift
NA
All Five
gallons/ shift
NA
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
Filter House
shown? Any pattern
shift
Before 3 days ago
shift
What is the trend ( Objects, deviations, size)
No 1 Filter Only
shift
NA
All Five
gallons/ shift
NA
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
Filter House
shown? Any pattern
shift
Before 3 days ago
shift
No 1 Filter Only
shift
NA
Stable- leaks daily, about the
same amount
All Five
gallons/ shift
NA
Increasing or decreasing
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

What did we learn in this module?
filter house”.
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not
Application of specifying the problem to the Oil all over the floor case

filter house”.
Application of developing possible causes for Oil all over the floor case
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Enrichmentors
Building
Excellence in
Problem Solving
KT Problem Analysis
Application Part III

Possible causes for No 1 Filter Leaking
Brainstorming
1. Vibration from the Pump house
2. New guys on maintenance not using the
torque wrench as they should be
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Dimension Specific questions IS COULD BE but IS NOT Distinctions
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
Filter
the shift
the filter, at the start of the
shift
Before 3 days ago
use
shift
What is the trend ( Objects, deviations,
size)
No 1 Filter Only
per shift
NA
Stable- leaks daily, about
the same amount
All Five
10 gallons/ shift
NA
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Dimension Specific questions IS COULD BE but IS NOT Distinctions
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Has the square cornered
gasket
observed?
the Filter House
Filter
Higher vibrations from the
feed water pump being
closest
Uses gasket
the shift
the filter, at the start of the
shift
Before 3 days ago
use
shift
Monthly Maintenance
check
Oil flows under pressure
First time oil goes into filter
with pressure
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
No New information
NA
NA
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Dimension Distinctions
What Has the square cornered gasket
Where Higher vibrations from the feed water
pump being closest
Uses gasket
When Monthly Maintenance check
First time oil goes into filter with pressure
How Much No New information
NA
NA
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Dimension Distinctions Changes
What Has the square cornered gasket
pump being closest
Uses gasket
NA
NA
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Dimension Distinctions Changes
What Has the square cornered gasket It is the new type installed for the first time
3 days ago at the monthly maintenance
check
pump being closest
Uses gasket
None.
New type is used as stated above
New Maintenance Guys started working
None
None
NA
NA
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Brainstorming
From Changes in Distinction between IS &
IS NOT
3. New square cornered gasket from the
new supplier
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

filter house”.
Application of developing possible causes for Oil all over the floor case
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

You are a major food processing company making oil from
corn and soybean. The five units that filter the oil are located
in one building. On the day problem was noticed, a foreman
rushed into your office and said “. There is oil all over the
floor of the filter house”.
Please ask for any information you need which will be give
as available
Application of testing possible causes for Oil all over the floor case
Test possible cases vs the specification
Ask for each possible cause
explains each dimension
List assumptions under they will
explain all the dimension
Compare the quantity and quality
of assumption
Select the cause with least and
most reasonable assumptions
Verify
Eliminate the most probable cause
and see the effects

Enrichmentors
Building
Excellence in
Problem Solving
KT Problem Analysis
Application Part IV

State the problem
Drill down to
the level where
the cause is
unknown
Focus on one
deviation at a
time
State what it is
vs what it
should have
been
Specify the
problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much
it is not
Develop possible
causes
Brainstorm
other possible
causes with
people
Find
distinctions &
Changes
between IS
and IS NOT
Treat
Distinction with
Changes as
possible
causes
Test possible
cases vs the
specification
Ask for each
possible cause
explains each
dimension
List
assumptions
under they will
explain all the
dimension
Determine the
most probable
cause
Compare the
quantity and
quality of
assumption
Select the
cause with
least and most
reasonable
assumptions
Verify
Eliminate the
most probable
cause and see
the effects
Verify the
assumptions

Dimension Specific questions IS COULD BE but IS NOT Explains?
Vibr TW Sq G
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
the Filter House
At the other Filter
locations
Filter
the shift
the shift
Before 3 days ago
use
shift
How many deviations are on each
object?
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
Testing the possible causes
specification
cause explains each
dimension
List assumptions under
they will explain all the
dimension

Vibr TW Sq G
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Yes
observed?
the Filter House
At the other Filter
locations
Filter
Yes
No
the shift
the shift
Before 3 days ago
use
shift
No
Yes
Yes
object?
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
Yes
May
Be
Yes
specification
cause explains each
dimension
dimension

Vibr TW Sq G
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Yes No
observed?
the Filter House
At the other Filter
locations
Filter
Yes
No
No
No
the shift
the shift
Before 3 days ago
use
shift
No
No
No
No
Yes
Yes
object?
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
Yes
May
Be
Yes
No
Yes
Yes
specification
cause explains each
dimension
dimension

Vibr TW Sq G
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Yes No Yes
observed?
the Filter House
At the other Filter
locations
Filter
Yes
No
No
No
Yes
Yes
the shift
the shift
Before 3 days ago
use
shift
No
No
No
No
Yes
Yes
Yes
Yes
Yes
object?
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
Yes
May
Be
Yes
No
Yes
Yes
Yes
Yes
Yes
specification
cause explains each
dimension
dimension

Vibr TW Sq Gk
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Yes No Yes
observed?
the Filter House
At the other Filter
locations
Filter
Yes
No
No
No
Yes
Yes
the shift
the shift
Before 3 days ago
use
shift
No
No
No
No
Yes
Yes
Yes
Yes
Yes
object?
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
Yes
May
Be
Yes
No
Yes
Yes
Yes
Yes
Yes
Determining most probable cause
Compare the quantity and quality of
assumption

Verification of the Most Probable cause
1 Comparison of the Square cornered
gasket with round cornered gasket
– Square cornered gasket was thinner and
uneven
– Can possibly lead to leakages
2 Replace the Square cornered gasket with
old round gasket
– Stopping the leakage confirm it to be the root
cause
Verify
Eliminate the most
probable cause and
see the effects

You are a major food processing company making oil from
corn and soybean. The five units that filter the oil are located
in one building. On the day problem was noticed, a foreman
rushed into your office and said “. There is oil all over the
floor of the filter house”.
Please ask for any information you need which will be give
as available
Application of testing possible causes for Oil all over the floor case
Test possible cases vs the specification
Ask for each possible cause
explains each dimension
List assumptions under they will
explain all the dimension
Compare the quantity and quality
of assumption
Verify
Eliminate the most probable cause
and see the effects

Time to practice some KTPA assignments?

Enrichmentors
Building
Excellence in
Problem Solving
Summary

Purpose
The purpose of the course is to help you build
Excellence in your Problem Solving Skills
At the end of this course you will achieve the
following
➢ Understanding of what does it take to acquire
Excellence in Problem Solving and how
➢ Practice Excellence in your Problem Solving
Skills
➢ Get feedback on your Problem Solving Skills
➢ Improve and start building Excellence

Lectures Plan
➢ Introduction & Overview
➢ Problem Analysis Methodologies
➢ Understanding KT Problem Analysis
➢ KT Problem Analysis Application (I-IV)
➢ First Practice of Excellence in Problem Solving
and feedback
➢ Second Practice of Excellence in Problem
Solving and feedback
➢ Third Practice of Excellence in Problem Solving
and feedback
➢ Summary
➢ Final Assessment of your Problem Solving Skills

Problem Solution
Let us look at an example of Problem Solving?

house”.
What would you do?
Solution
(Expected)
Problem

No oil on the
floor
Oil on the
floor

What are the typical Examples of a Problem?
• From the day we introduced the computers, we have had
nothing but trouble in getting our inventories balanced. I
just don’t understand it
• Emory Jackson was referred to us as a outstanding
engineer, but he certainly has not fulfilled expectations in
this department.
• Our number 11 paper machine never produces more
than 80% of its design capacity, no matter what we try
• Some days we meet our schedules without any trouble.
Other days we cant meet them at all. There just does not
seem to be any good reason for the discrepancy
• The system worked well for months. Then, in the middle
of the morning three weeks ago, it went dead. It is still
dead, and we don’t have the slightest idea of what
happened

Most people will think of
the possible solutions
based on their own
knowledge and
experiences of similar
situations
And then choose one
solution to apply
If they are lucky, the
problem get addressed
for some time
But it comes back after a
period
If they are unlucky, the
problem persists
Why does the problem
persist or recur?
How would you solve this problem?

What methodologies can you use for Problem Analysis?
➢ There are many problem solving methodologies for finding the root
cause like
✓ 5 Why Analysis
✓ Ishikawa Diagram/Fishbone Diagram
✓ Pareto Analysis
✓ Fault Tree Analysis
✓ FEMA
✓ MECE
✓ Effect-Cause-Effect Method
➢ Each methodologies is suitable for a type of situation
➢ Some methodologies generate possible causes and some help find the
root cause from the possible causes
➢ Some are suitable for recurring problems and some for non recurring
also
➢ Many of the methodologies need to be used along with another to find
the root cause/s of a problem
➢ Very few can be used when the data is not easily available

Enrichmentors
Building
Excellence in
Problem Solving
KT Problem Analysis
Methodology Application

Problem Statement
• Yes
Does it contain actual as well as should be state?
• No
• No1 Filter is leaking oil when it should not be
State the problem
Drill down to the
level where the
cause is unknown
Focus on one
deviation at a time
State what it is vs
what it should have
been

No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
observed?
Filter House
shown? Any pattern
shift
Before 3 days ago
shift
No 1 Filter Only
shift
NA
Stable- leaks daily, about the
same amount
All Five
gallons/ shift
NA
Specify the problem
What is the
deviation and
what is not
Where is the
deviation and
where it is not
When is the
deviation and
when it is not
How much is
the deviation
and how much it
is not

Brainstorming
From Changes in Distinction between IS &
IS NOT
3. New square cornered gasket from the
new supplier
Develop possible
causes
Brainstorm other
possible causes
with people
Find distinctions &
Changes between
IS and IS NOT
Treat Distinction
with Changes as
possible causes

Vibr TW Sq Gk
No 1 Filter
Leaking Oil
Filter Nos 2-5
NA
Yes No Yes
observed?
the Filter House
At the other Filter
locations
Filter
Yes
No
No
No
Yes
Yes
the shift
the shift
Before 3 days ago
use
shift
No
No
No
No
Yes
Yes
Yes
Yes
Yes
object?
size)
No 1 Filter Only
per shift
NA
the same amount
All Five
10 gallons/ shift
NA
Yes
May
Be
Yes
No
Yes
Yes
Yes
Yes
Yes
Determining most probable cause
Compare the quantity and quality of
assumption

Verification of the Most Probable cause
1 Comparison of the Square cornered
gasket with round cornered gasket
– Square cornered gasket was thinner and
uneven
– Can possibly lead to leakages
2 Replace the Square cornered gasket with
old round gasket
– Stopping the leakage confirm it to be the root
cause
Verify
Eliminate the most
probable cause and
see the effects

Building
Excellence in
Problem Solving
Three Practices of Excellence in
Problem Solving and feedback

• What is the problem?
– The acid leaching step of the printed circuit pattern was occurring unevenly-as if some
waterborne contaminant in the leaching solution was inhibiting the action
• What are the known possible causes?
– Temperature in the leaching bath is too high
– Cleanliness is not what it should be
– Water purity
– oil transferred from the operator's fingertips
• What is the most probable cause and why
– silicone packing material had begun to diffuse into the water and degrade the leaching
process because
• rejects were at their highest on Monday mornings, lower on Monday afternoons, and gone by noon on
Tuesday
• "Monday morning is the first work period following the non-work period of the weekend.“
• On each Monday, as soon as the tap was turned, water that had stood in the lines over the weekend
came into the printed circuit leaching laboratories
• A quick search turned up the fact that some valves had been changed several months before. These
valves used a silicone packing material. As water stood in the lines over the weekend, enough of this
silicone packing material had begun to diffuse into the water and degrade the leaching process
• The result? Many rejections on Monday morning, fewer in the afternoon, and none after Tuesday
noon. By then the contaminated water had been purged from the system.
• What question did you ask that led to the discovery of the unknown root cause
– "When does it occur?"
Assignment #1 First Practice of Excellence in Problem

– Hawthorne branch showed a volume of transactions below the plan since July.
– New Branch Manager who joined in July
– North American has been stretching out work on the B-70 bomber and laying off people for
some time. And Douglas is transferring a lot of its work from Hawthorne to Long Beach. . . .“
because
• Hawthorne branch was near the International Airport and the factories of North American Aviation and
Douglas Aircraft
• The economic situation in the Hawthorne area was not characterized by sudden, sharp, immediately
identifiable but gradual local economic decline that had resulted from these actions
• When did layoffs begin at North American? In late May and early June.
• How long after a round of layoffs would the impact be felt in the bank? No more than two or three
weeks.
• How would the impact show up initially? By a reduction in deposits, then an increase in withdrawals
• When did volume first begin to fall off at Hawthorne? Early in July.
• Few hours of telephone research to check out the experience of other banks nearby. The same story
was told by all of decline in volume of transactions
– It was in Hawthorne alone that the decline was observed. All other branches represented the IS NOT. The
question "What is distinctive about the Hawthorne branch when compared with all other bjcanches?" led to
discussion of its proximity to International Airport and the factories of North American Aviation and Douglas
Aircra
Assignment #2 Second Practice of Excellence in Problem

– Model A Sewing Machine was selling poorly.
– Model A has fewer attachments and selling benefits
– Sales features for the machines
– Salesperson’s commission on the machines
– Motivation of salesperson’s to sell the machies
– commission rate on Model A because
• "The salesperson makes the lowest commission on Model A, the next lowest on Models B and C, and
the best commission on the other three. That's normal enough-and besides, it doesn't represent any
kind of change. It's always been that way.“
• "Wouldn't there be some lapse of time after a new item is introduced before the salespeople begin to
receive their commissions and figure which sales bring in the greatest return? I mean, maybe the
realization that the commission rate on Model A is substantially lower than on Models D, E, and F
would take a little time to sink in. After a couple of months their motivation to sell Model A might have
changed.“
• r, "there isn't much difference among the attachments of the six units." She thought it made more
sense to look at differences in sales features
• r. "Sales features for the six machines have been constant from the start. Anyway, how could that
possibly account for a falloff on Model A beginning a couple of months after its introduction?
– "Could there be some lack of motivation to sell Model A?
– When did the sales of Model A started falling behind
Assignment #3 Third Practice of Excellence in Problem

Problem Solving and Critical Thinking Skills

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