The document provides guidance on effective problem solving using a systematic process. It recommends expanding thinking initially to consider all perspectives and possible causes or solutions, then narrowing the focus to the core issues and best alternatives. The 4 As process involves awareness, analysis, alternatives, and actions steps. It also stresses the importance of continuous improvement using a Plan-Do-Study-Act model to ensure problems are fully resolved and do not persist. Working in teams can effectively solve organizational problems but also has potential drawbacks like time constraints that must be managed.

1. Pocket Skills Guide
Problem Solving

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“The measure of success is not whether you have a
tough problem to deal with, but whether it is the
same problem you had last year.”
John Foster Dulles, Former US Secretary of State

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Working in teams can be a critical process of solving
problems within organisations

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The pros of team problem-solving…

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Higher Commitment Increased Risk Taking
Reduced BiasGreater Output
5

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Yet team problem-solving can be
problematic…

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Time Constraints
ConformityCompetition/Self-
Promotion
Lack of Objective Direction

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Problem-solving is a creative
event…

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… but also needs to be a systematic
and continuous process…

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The 4 As of Exploring Problems…
wareness
nalaysis
lternatives
ctions

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At every stage of this problem-solving process,
expand your thinking in the beginning before
narrowing your focus…
Expand your thinking
Narrow your
focus

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Identify the problem, then expand thinking to consider all
perspectives:
- Brainstorming
- Charting all ideas
- Not criticising or discussing during this time
1. AWARENESS
Expand your thinking
Narrow your
focus

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1. AWARENESS
Narrow your focus to the one problem you will work on:
- Identify the critical issues
- Use criteria to review each problem
Expand your thinking
Narrow your
focus

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2. ANALYSIS
Expand your thinking to identify all possible causes:
- Gathering and analysing data
- Charting all possible causes
- Reviewing the process
Expand your thinking
Narrow your
focus

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2. ANALYSIS
Narrow your focus to the core causes of the problem:
- Use criteria to review each possible cause
- Identify the chief underlying root cause(s)
Expand your thinking
Narrow your
focus

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3. ALTERNATIVES
Expand your thinking to all possible solutions:
- Brainstorm all possible solutions to each main cause
- Be creative, think outside the box
- Pool together thoughts and “hitchhike” on each other’s ideas
Expand your thinking
Narrow your
focus

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3. ALTERNATIVES
Narrow your focus to the best solution available:
- Use criteria to assess the best solutions
- Agree consensus decision-making rather than majority rule
- Ensure the solution addresses the main causes
Expand your thinking
Narrow your
focus

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4. ACTIONS
Expand your thinking to all possible actions :
- Specify what needs to happen next and all practical actions
- Ensure the strategy is tangible, not just philosophical
Expand your thinking
Narrow your
focus

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4. ACTIONS
Narrow your focus to determine who is responsible for what
action and deadlines for completion of these actions:
- Clarify individual responsibilities
- Sequence all actions onto a timeline
- State indicators that will verify the problem is solved
- Agree dates for progress review
Expand your thinking
Narrow your
focus

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Learn how to prevent the problem
from happening again in the future!

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Follow the PDSA model for continuous improvement…
PLAN : Define the problem, collect relevant data, and
discover the problem's root cause
DO : Develop and implement a solution; decide upon a
measurement to assess its effectiveness
STUDY: Measure before-and-after solution
implementation, and compare results.
ACT : Document the results, inform others about process
changes
Review the outcomes of the
solution to the problem… is
the problem still there?

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Remember, if the same problem still
persists, repeat the process until you
have dealt with the root cause!

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