...Problems in a Situation Eric Nsiah Gyabaah Solutions Leadership | B7777 UA Defining and Identifying the Problem Problem solving includes more actions such as problem definition, generation of alternatives, implementation, and evaluation. The first step in problem solving involves the discussion and documentation of individual views until everyone agrees on the nature of problem. It is essential for each group member to clearly understand the problem so that all energy will be focused in the same direction. Even the literature on problem solving (such as cognitive psychology) has traditionally emphasized the solving part of the process, and has assumed that the individual either “knows” what the problem is or is presented with the problem by some other person (Newall, et al 1958). Teams often are given ill-defined problems and underdeveloped criteria for evaluation. Teams that rush through the definition stage often waste time by returning to the initial stage. A good way to define the problem is to write down a concise statement which summarizes the problem, and then write down where you want to be after the problem has been resolved. In other to successfully define a problem by an individual or a group the following questions needed to be asked. The objective is to get as much information about the problem as possible. 1. What can you see that causes you to think there's a problem? 2. Where is it happening? 3. How is it happening? 4. When is it happening? 5...
Words: 805 - Pages: 4
...providing support. Unresolved problems are passed from Guardian to CSSD T1 or T2 staff, and T2 pass to T3 vendors. For each transfer they will document status in IMS. There are about 1,000 requests are taken per day, and about 50 requests/day have unknown resolution and are never closed. So far, there are15,000 open requests of which more than half are more than one year old. Q: Why there are many unclosed tickets? A: Because there is no efficient solution been found to fix the user’s problem or even the company doesn’t have enough time to review all the coming requests in time. (This answer has TWO...
Words: 864 - Pages: 4
...The diagram illustrates the main causes and subcauses leading to an effect (symptom). It is a team brainstorming tool used to identify potential root causes (G) to problems. Because of its function it may be referred to as a causeand-effect diagram. In a typical Fishbone diagram, the effect is usually a problem needs to be resolved, and is placed at the "fish head". The causes of the effect are then laid out along the "bones", and classified into different types along the branches. Further causes can be laid out alongside further side branches. So the general structure of a fishbone diagram is presented below. Figure 1: Fishbone Diagram - Structure KEYWORDS Cause-and-Effect Diagram, Ishikawa diagram, Fishbone diagram, Root Cause Analysis. OBJECTIVES The main goal of the Fishbone diagram is to illustrate in a graphical way the relationship between a given outcome and all the factors that influence this outcome. The main objectives of this tool are: 1 Determining the root causes(G) of a problem. Focusing on a specific issue without resorting to complaints and irrelevant discussion. Identifying areas where there is a lack of data. FIELD OF APPLICATION The Fishbone diagram could be applied when it is wanted to: Focus attention on one specific issue or problem. Focus the team on the causes(G), not the symptoms. Organize and display graphically the various theories about what the root causes(G) of a problem may be. Show the relationship of...
Words: 1402 - Pages: 6
...in the following sections. * Introduction to Services * Modeling Services * Managing Systems * Monitoring Services * Diagnosing Service Problems Introduction to Services The critical and complex nature of today's business applications has made it very important for IT organizations to monitor and manage application service levels at high standards of availability. Problems faced in an enterprise include service failures and performance degradation. Since these services form an important type of business delivery, monitoring these services and quickly correcting problems before they can impact business operations is crucial in any enterprise. Service-level agreements are used to evaluate service availability, performance, and usage. By constantly monitoring the service levels, IT organizations can identify problems and their potential impact, diagnose root causes of service failure, and fix these in compliance with the service-level agreements. Enterprise Manager provides a comprehensive monitoring solution that helps you to effectively manage services from the overview level to the individual component level. When a service fails or performs poorly, Grid Control provides diagnostics tools that help to resolve problems quickly and efficiently, significantly reducing administrative costs spent on problem identification and resolution. Finally, customized reports offer a valuable mechanism to analyze the behavior of the applications over time. Grid Control...
Words: 4669 - Pages: 19
...Within this essay I am going to critically analyse Six Sigma concepts in relation to contemporary software development projects. To do this I am going to research different topics of the Six Sigma focused on software development project. To begin with I am going to give an overview of the history of Six Sigma focusing on explaining aspects of its methodological development and give a detailed description of contemporary Six Sigma methodology. Finally I am going to analyse the central concepts of contemporary Six Sigma methodology and then conclude all of my work together and discuss the principal arguments. Six sigma is a methodology used to focus an organization on reducing variations and errors in processes and driving quality improvement. Developed by Motorola Inc in the USA in 1986, it became well known in the 90’s, when GE CEO Jack Welch evangelized it. Six sigma is now according to many business development and quality improvement experts, the most popular management methodology in history. Six sigma aims to maximise customer satisfaction and minimise defects. In statistical terms, the purpose of six sigma is to reduce the process variation so that virtually all the products or services provided meet exceeded customer expectations. The standard metric for Six Sigma is 3.4 defects per million opportunities. For example for every 1 million transactions that go through a system, there will be 3.4 errors and still achieve six sigmas. Therefore this process has so few defects...
Words: 3886 - Pages: 16
...27, 2015 Project Management The paper describes one of the possible ways how to easily detect problem’s root cause by using the IS - IS NOT analysis tool. A major benefit of the IS - IS NOT Analysis is its documentation of circumstances leading to the problem as well as those not associated with the problem. IS – IS NOT analysis as an efficient way to narrow the search for a root cause. Key words problem root cause, analysis, problem detection, quality improvement Modern problems solving tools Modern quality management uses different kind of tools and methods to detect a problem root cause. There are plenty of problem solving tools to use. It is only up the team problem solving team leader to choose what kind of tool to use. Organizations mainly use 7 basic tools of quality management to detect the root cause of a problem, such as Ishikawa Chart (Identifies many possible causes for an effect or problem and sorts ideas into useful categories), Pareto Chart (Shows on a bar graph which factors are more significant), Check list (A structured, prepared form for collecting and analyzing data; a generic tool that can be adapted for a wide variety of purposes). Some organizations prefer to use the so-called new quality management tools: Affinity diagram (organizes a large number of ideas into their natural relationships), Relation Chart (shows cause-and-effect relationships and helps you analyze the natural links between different aspects of a complex situation)...
Words: 1315 - Pages: 6
...MAN-373-OL011 Final Project College ID: 0541231 Email: megan.weber@students.tesc.edu Phone Number: (240) 357-4939 Abstract This case study analyzes the internal and management communication at Vair Corporation in order to demonstrate knowledge of professional managerial communication techniques. The study answers the following three questions: 1. How does the management’s communication of departmental procedures contribute to the communication environment? 2. What conflict strategy is Vair Corporation currently using? 3. What communication techniques are currently contributing the poor communication environment? These questions are answered via an analysis of the organization using John Dewey’s Rational Problem-Solving Process (Hynes, 2011). Through an examination of the problem-solving process and, in particular, the developed resolutions in the fourth step, several recommendations are made so that Vair Corporation may develop a positive internal communication environment. Introduction Vair Corporation is a growing company that specializes in resale of HVAC and fireplace units for apartment management companies in the greater Washington, D.C. area. As the staff works from multiple locations, internal communication is of vital importance. The Sales Team works closely with the Operations Team to communicate the status of various orders and fulfill deliveries in a timely manner. This communication is often filled with conflict as the Sales Department places priority on specific...
Words: 2230 - Pages: 9
...need almost instant response on root cause analysis. These issues usually come through email or phone calls from the sales engineers. The steps I follow are, once the issue comes through an email or phone, I file a defect in the defect tracking system with the information at hand, and then the issue goes to engineers to reproduce and perform the root cause analysis. After that, the priority is to find the workaround for customer, provide the feedback in email and wait for customer response on the workaround, in some cases, the customer needs issue fix in the product and that request goes through the product management. I would like to streamline this process, because the email communication for the issues is very confusing and time consuming. Project Selection Method to Evaluate the Process Improvement List of problems: 1. Issues coming through emails do not have enough information about the issue itself, such as platform, configuration, customer setup, priority of issue, frequency of issue. 2. The sales engineers do not file any issue in the defect tracking system and email directly to engineers many a times for customer issues. 3. The emails have multiple issues under one subject matter, adding to confusion of the engineers. 4. The engineering team spends a huge amount of time to gather basic information on issue itself and it causes delay in the root cause analysis. 5. The customer service team is not in loop, so it causes discrepancy in the knowledge...
Words: 949 - Pages: 4
... Abstract. Introduction Map Stage 1. Problem situation unstructured. Stage 2. Problem Situation expressed. Rich Pictures Illustration of Stage 1 and Stage 2 as a whole in SSM Pitfalls that must be avoided. Stage 3: Naming of Relevant Systems Root Definitions CATWOE Stage 4: Conceptual Models Systems Thinking Formal Systems Model Monitoring a System Stage 5: Comparing Conceptual Models with Reality Using Conceptual Models as a Base for Ordered Questioning Comparing History with Model Prediction General Overall Comparison Model Overlay Stages 6 and 7. Implementing Feasible and Desirable Changes Case Study - Rethinking a Service Function in the Shell Group Stages 1 and 2 Stage 3: Naming of Relevant Systems Stage 4: Conceptual Models Stage 5: Comparing Conceptual Models with Reality Stages 6 and 7. Implementing Feasible and Desirable Changes Observations and Conclusions Exercise References Figures. Figure 1. Figure 2. Figure 3. Figure 4. Figure 5. Figure 6. Soft Systems Methodology map. Transformation process for producing Rich Picture. The routing of Systems Thinking. Shell's MF Rich Picture. Shell's MF world view of training. Shell's MF training conceptual model. Tables. Table 1. One to one transformations involving different world views. Table 2. Shell's Comparison with reality. Abstract This document deals with Soft Systems Methodology as developed by Professor Peter Checkland. This methodology is a way of dealing with problem situations in which there is a high social...
Words: 6553 - Pages: 27
...goals, and objectives. Consultant must know the vision and mission of the company and has the knowledge and experience on how to guide the future of the company into the right direction. Business Consultant’s Roles and Responsibilities A business consultant’s roles and responsibilities depend on a good relationship to his or her client. Consultant must disclose to the client his or her full competence and expertise in solving the company’s problem, implement the needed changes and improvements if necessary. Consultant should have the experience in finding the root cause of the problem, where it has originated, and the need of the company. Consultant offers suggestion and provides an honest opinion to the client, even if the business is in jeopardy. Consultant offers an opinion concerning the problem and provides an explanation in rectifying the root cause of the problem. A good consultant will identify and understand the goals and objectives, ascertain the root cause of the problem, offers solution in rectifying those problems, then guides the company towards the...
Words: 515 - Pages: 3
...concept known as System Safety Mechanics. System Safety Mechanics is a comprehensive overview of the entire life cycle of a part, component, or assembly. Utilizing the tools discussed in this paper, the mechanics of this program will not only create a safer aviation industry but provide a highly cost effective operation as well. In addition to discussing techniques on how to approach an aviation operation and transform it into a safe and self-sufficient system, this paper will also discuss the most important ingredient, training. System Safety has been defined by the United States Naval Safety Center as the accepted methodology for identifying potential hazards during the design process and preventing hazards by addressing their root causes. This methodology proactively identifies risks inherent in a process, reviews operational systems for possible failure modes and provides a systems engineering practice principles approach to tracking and resolution of potential hazards (safetycenter.navy.mil, 2008). The Department of the Army has taken this concept very seriously and has written a 55-page pamphlet containing very detailed information on how to use and implement a System Safety Program way back in 1987. Outside the United States Government, many civilian industries are now being pressed to assume corporate social responsibility and improve safety for employees and the environment, keep in mind, these industries have not been typical users of...
Words: 2456 - Pages: 10
...Definition of Friendship Dwight Jeter Brown Mackie College Definition of Friendship What is the definition of a friend? Many people have friends that they can count on for anything. Others have fair-weather friends that are there when they need something. There are countless definitions of what a friend could be. Someone who has a close personal relationship of mutual affection and trust with another is the dictionary’s definition of a friend. Although there are many definitions of a friend, one know the true meaning of friendship it they have ever had a friend. Friends often come and go but true friends always stay. Many people learn from their friends and often ask the advice of their buddy. Having a good friend can usually brighten a bad day, and make one smile since that is what friends are for. Being a good friend means that one will not judge the others mistake but help with the correction of the problem and lends useful advice to better their situation. Being a good pal means that no matter what happens one will stand next to their friend’s decisions and choices. Sometimes one may not always like what their friends have to say but since there is a common ground between the two on e will often listen and respect what the other has to say. Often a time there is a challenge in camaraderie and some of the time there is an all out loss of friendship. Many people are friends with others but do not always treat their friends how they should. This results...
Words: 791 - Pages: 4
...RISK MANAGEMENT GUIDE FOR DOD ACQUISITION Sixth Edition (Version 1.0) [pic] AUGUST, 2006 Department of Defense Preface The Department of Defense (DoD) recognizes that risk management is critical to acquisition program success (see the Defense Acquisition Guidebook (DAG), Section 11.4). The purpose of addressing risk on programs is to help ensure program cost, schedule, and performance objectives are achieved at every stage in the life cycle and to communicate to all stakeholders the process for uncovering, determining the scope of, and managing program uncertainties. Since risk can be associated with all aspects of a program, it is important to recognize that risk identification is part of the job of everyone and not just the program manager or systems engineer. That includes the test manager, financial manager, contracting officer, logistician, and every other team member. The purpose of this guide is to assist DoD and contractor Program Managers (PMs), program offices and Integrated Product Teams (IPTs) in effectively managing program risks during the entire acquisition process, including sustainment. This guide contains baseline information and explanations for a well-structured risk management program. The management concepts and ideas presented here encourage the use of risk-based management practices and suggest a process to address program risks without prescribing specific methods or tools....
Words: 12584 - Pages: 51
...1. How is quality defined? What is the goal of total quality management (TQM)? Why is TQM important? In general, quality may be defined as meeting or exceeding the requirements, needs, and expectations of the customer—whether or not those needs have been articulated. Garvin (1988) identified eight dimensions of quality: 1. Performance: measurable primary characteristics of a product or service 2. Features: added characteristics that enhance the appeal of a product or service 3. Conformance: meeting specifications or industry standards 4. Reliability: consistency of performance over time 5. Durability: useful life of a product or service 6. Serviceability: resolution of problems and complaints 7. Aesthetics: the sensory characteristics of a product or service 8. Perceived: quality: subjective assessment of quality based on cues related to the product Parasuraman, Zeithaml, and Berry (1988), identified five dimensions to service quality: 1. Reliability: ability to perform the promised service dependably and accurately 2. Responsiveness: willingness to help customers and provide prompt service 3. Assurance: employees’ knowledge, courtesy, and their ability to inspire trust and confidence 4. Empathy: caring, individualized attention given to customers 5. Tangibles: appearance of physical facilities, equipment, personnel, and written material TQM is a philosophy that involves everyone in an organization in a continual...
Words: 9796 - Pages: 40
...On Shelf Availability in Asia Pacific 2011-2012 A study into the current state of OSA in Asia Pacific and the case for change In conjunction with The ECR On-Shelf Availability Working Group The ECR On-Shelf Availability Working Group Efficient Consumer Response (ECR) Efficient Consumer Response Asia Pacific (ECR AP) is an independent joint trade and industry body, which is co-chaired by representatives from the retail sector and the manufacturing sector. It promotes the use of Efficient Consumer Response techniques in Fast Moving Consumer Good (FMCG) retailing to remove unnecessary costs from the supply chain and make the sector, as a whole, more responsive to consumer demand. For more information please contact: ECR AP follows the Consumer Goods Forum focusing around five strategic priorities – Emerging Trends, Sustainability, Safety & Health, Operational Excellence and Knowledge Sharing & People Development Under operational excellence, one of the initiatives is the OSA working group which is a collaboration between members, Accenture, Unilever and Diageo. For more information please contact: Ivett Katalin Nagy, Executive Director, ECR Asia Pacific ivett@ecr-all.org Alfons Van-Woerkom Alfons.Van-Woerkom@unilever.com Unilever With more than 400 brands focused on health and wellbeing, no company touches so many people’s lives in so many different ways. Our portfolio ranges from nutritionally balanced foods to indulgent ice creams, affordable soaps, luxurious...
Words: 14179 - Pages: 57
