This slide is about how to manage problems that happens daily.

1. RAPID PROBLEM
SOLVING
Sharing by GOPALA

2. CONSULTANT, FACILITATOR & COACH
GOPALA @
master G

3. Gopala B.Eng.( Mech)
Consultant, Facilitator & Coach
Operational & Safety Improvement
• 25 Years experience in MNC Environment
• BLENDED CAREER
• Volvo- Parts Sales Executive
• Production Engineer
• Quality Manager
• Regional Operations Manager
• Health& Safety Manager ( S.E.A)
• Human Resources Manager
• Head- Learning & Development (S.E.A)
• Expertise
• PROBLEM SOLVING AND ROOT CAUSE ANALYSIS
• 7 QC & 7 MANAGEMENT TOOLS
• FMEA
• H&S Leadership
• Behaviour Based Safety

4. CONTEXT

5. Two Types of Problems
" (1) Problem of today & (2) Problem of
tomorrow for a company to survive and stay
in the business“
Edward Deming- Out of the Crisis 2004.

6. Gopala B.Eng.( Mech)
Consultant, Facilitator & Coach
Operational & Safety Improvement
• 25 Years experience in MNC Environment
• BLENDED CAREER
• Volvo- Parts Sales Executive
• Production Engineer
• Quality Manager
• Regional Operations Manager
• Health& Safety Manager ( S.E.A)
• Human Resources Manager
• Head- Learning & Development (S.E.A)
• Expertise
• PROBLEM SOLVING AND ROOT CAUSE ANALYSIS
• 7 QC & 7 MANAGEMENT TOOLS
• FMEA
• H&S Leadership
• Behaviour Based Safety

7. T1 T2

8. RAPID
PROBLEM
SOLVING

9. Day to Day Issue
Example
Customer Rejecting An Offer for Financing?
You want to know why the customer has rejected
the financing.
Customer complaint on delay in service.
RAPID PROBLEM SOLVING COMPLEX PROBLEM SOLVING
Drop in performance
Example
Number of customers accepting financial
offer has been declining.
This will impact the KPI of the business if not
addressed.
Number customer complaints has been
increasing?

10. Rapid Problem Solving-3 Step Framework
1.Problem
2.Root Cause
3.Solution&
Implementation

11. Rapid Problem Solving Template
PROBLEM ROOT CAUSE
5 WHY
SOLUTION IMPLEMENTATION
What? Problem
Definition
When? Why?
Where? Why?
Who? Why?
Impact Why?
Why?
Problem
Definition
Summary
On Monday 12th May, customer
Mr Gopala rejected our facility
after initially accepting it.,
hence will affect our
performance KPI.
21 3

12. PROBLEM DEFINITION Examples
What
Happened?
Describe the event that happened? Mr. Gopala who applied for a facility, rejected
the offer after initially accepting.
Where? Where the problem happened? CGC Glenmarie
When? Time, Date, Shift? On Monday 12th May 2020
Who? Who is directly involved? Encik Roslan
Impact? May not meet KPI.
On Monday 12th May, customer Mr
Gopala rejected our facility after initially
accepting it., hence will affect our
performance KPI.
1

13. Rapid Problem Solving-3 Step Framework
1.Problem
2.Root Cause
3.Solution&
Implementation

14. Rapid Problem Solving Template
PROBLEM ROOT CAUSE
5 WHY
SOLUTION IMPLEMENTATION
Who When Status
What? Problem
Definitio
n
When? Why?
Where
?
Why?
Who? Why?
Impact Why?
Why?
Proble
m
Definiti
on
Summa
ry
On Monday 12th May,
customer Mr Gopala
rejected our facility
after initially accepting
it., hence will affect our
performance KPI.
21 3

15. ROOT CAUSE ANALYSIS- 5 WHY ANALYSIS
RCA
WHY? Did Mr Gopala rejected the offer Because………….aaaaaaa
WHY? aaaaaa Because…………bbbbb
WHY? bbbbbbb Because…..ccccccccc
WHY?
WHY?
2

16. EXAMPLE
• One Monday En. Zul slipped and fell at Men’s toilet at L10 at 9.30 am,
hence he sprain his ankle.
RCA
WHY? Did En. Zol Slipped and Fell The floor was wet and slippery
WHY? Was the floor wet It was just washed and cleaned.
WHY? Why was En Zol did not notice the floor was
wet.
There was no signage posted saying the floor
was wet.
And En. Zol was on his mobile
WHY? Why was there no signage posted The cleaner for the day was a replacement
and not aware on the cleaning process.
WHY? Why was the cleaner not aware of the
cleaning process.
The cleaning process SOP does not include
actions to be taken when there is a
replacement cleaner.

17. Rapid Problem Solving-3 Step Framework
1.Problem
2.Root Cause
3.Solution&
Implementation

18. Rapid Problem Solving Template
PROBLEM ROOT CAUSE
5 WHY
SOLUTION IMPLEMENTATION
Who When Status
What? Problem
Definitio
n
One Monday En. Zul
slipped and fell at Men’s
toilet at L10 at 9.30 am,
hence he sprain his
ankle
When? Why? The floor was wet (
Direct Cause)
Containment: Barricaded the
toilet.
Used dryer to speed up drying
process
Where
?
Why?
Who? Why?
Impact Why?
Why?
Proble
m
Definiti
on
Summa
ry
One Monday En. Zul
slipped and fell at
Men’s toilet at L10 at
9.30 am, hence he
sprain his ankle.
Root
Cause
The cleaning process
SOP does not include
actions to be taken
when there is a
replacement cleaner.
Revise the SOP to include
Replacement worker process.
Train the cleaning supervisors and
cleaners
21 3

19. Day to Day Issue
3 Step Framework
The issues here consists of 80% of our problems.
If it is not solved systematically, the problem will
keep happening.
When the solution implemented did not solve
the problem, this shall be escalated to complex
problem solving
RAPID PROBLEM SOLVING COMPLEX PROBLEM SOLVING
Drop in performance
A3 or 8D Framework
Generally will 7 steps
In A3, more data shall be required to analyse and
defined the problem. Other RCA tools are likely to
be used to identify the root cause.

20. FQA
• How long this process may take to solve?
It can range from 30 minutes to 60 minutes. Once you become more familiar you can work
faster. The WHY-WHY is quite easy to work on
• How to track actions?
In rapid problem solving, I will suggest keep actions minimum. So getting the correct root cause is
important?
• What if the action does not work?
If the action does not work, revisit the Root Cause and challenge review it, if you got the correct root
cause. You may need to relook at your root cause.
• Is there any other tools that can be used to identify root cause?
• Yes, you can use fish bone diagram. But, 5Why should be able to do the job for rapid problem solving. I
usually recommend using Fish Bone Diagram for complex problem solving, as Fish bone will be effective
to done as a team.

22. SUMMARY
STRUCTURED
THOUGHT PROCESS
A SYSTEMATIC
APPROACH
COLLABORATIVE, TEAM
BASED