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Agenda
Introduction / background
Exercise 1: what do you “see”?
PDCA Cycle
Problem solving tools
Exercise 2: Group Dynamics
A3 Report
Exercise 3: Problem Statement
Exercise 4: Group Practical Exercise
3
Background:
Features and Benefits
PDCA & A3 problem-solving are tools which:
1. Efficiently lead to the identification of a root
cause,
2. Evaluate various candidate countermeasures
that can be applied to mitigate a problem.
When practically applied, PDCA can guide a
person or organization as they
• Define the root cause of a problem,
• Build consensus and support among
stakeholders
• Capture and communicate the resulting
actions and decisions and their logic.
Background:
Features & Benefits
When an organization understands
Problem-solving principles:
“What we know” and “what we think we know” are two very different things…
“Seeing” Problems
Act
Step 2: (Try) “Do”
Step 3
Step 1 ► Implement countermeasures
(B)
Study the Check Plan Cause
Results Investigation
Do
Step 3: (Reflect) “Check”
Step 1
► Study the Results
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Problem Identification
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Plan
Step 1
(B)
Cause
Results Investigation
Do
1. Determine
1. Determinethe
theproblem
problemarea
area Step 2
Countermeasure
Implementation
Step 1
(C)
Select
Countermeasures
2. Define
2. Definethe
thestandard
standard
3. Define
3. Definethe
thecurrent
currentsituation
situation
4. Determine
4. Determinethe
theinconsistency
inconsistency
5. Select
5. Selectaameasurable
measurablegoal
goal
6. State
6. Statethe
theproblem
problemininaa“Problem
“Problem
Statement”form
Statement” formininorder
ordertoto
brainstormpotential
brainstorm potentialcauses
causes
Step 1B: “Plan” Step 4 Step 1
Cause Investigation
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
the problem
2. Collect and analyze data related to
the problem
3. Challenge the data with facts
4. Select most likely causes
5. Establish a cause/effect relationship
6. Determine root/driver cause
Select Step 4
Standardize and
Plan Continuous
Improvement
Step 1
(A)
Problem
Identification
Countermeasures Step 3
Study the Check
Act
Plan
Step 1
(B)
Cause
Results Investigation
Do
Countermeasures Step 3
Study the Check
Act
Plan
Step 1
(B)
Cause
Results Investigation
Do
countermeasure(s) selected
Countermeasure
Select
Implementation
Countermeasures
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Implementation Plan
Countermeasure
Select
Implementation
Countermeasures
improve Step 3
Study the Check
Act
Plan
Step 1
(B)
Cause
Results Investigation
Do
prevent recurrence
3. Share success with other affected areas
4. Plan on-going monitoring of the solution
5. Start the PDCA process again to refine the
countermeasure or if the results are uneven
6. Continue with other improvement opportunities
Step 5:
“Continuous
Improvement”!
Summary of PDCA Steps
Act Plan (A)
Evaluate the results Determine the problem area
Standardize the effective countermeasure(s) to Define the standard
prevent recurrence Define the current situation
Share your success with other affected areas Determine the discrepancy
Plan on-going monitoring of the solution Select a measurable goal
Start the PDCA process again to refine your State the problem in a
countermeasure or if results if uneven statement form in order to
Continue with other improvement Step 4 Step 1 brainstorm potential causes
opportunities Standardize and (A)
Plan Continuous Problem
Improvement Identification
Check Plan (B)
Monitor progress of Brainstorm potential
the pilot project causes to the
Gather/analyze Act problem
additional data if Collect and analyze
necessary Step 1 data related to the
Modify Step 3 (B) problem
implementation plan Study the Check Plan Challenge the data
if necessary, based
Cause
Results with facts
upon results Investigation Select most likely
Monitor results of causes based upon
the specific team impact
Do
countermeasure(s) Establish a cause/
that addressed the effect relationship
root causes Determine root
cause/driver cause
Step 1
Step 2
(C)
Countermeasure
Select
Do Implementation Plan (C)
Countermeasures
Develop a plan to implement the Brainstorm countermeasures
countermeasure(s) selected to address the root cause
Assign tasks Select proper
Communicate plan countermeasures based
Execute pilot plan with timelines upon criteria
and establish a tracking method Coordinate/gain approval of
leadership to implement
Handout
Group Dynamics
Exercise 2
5 Brain Teasers:
How successful solving by yourself?
How successful solving as a Team?
Tools for Step 1A: Step 4 Step 1
Problem Identification
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
►Pareto Chart
Keep? Omit?
►Flowchart Or move to X?
►Affinity diagram
Tools for Step 1B: Step 4 Step 1
Cause Investigation
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
►Interrelationship diagram
Keep? Omit?
Or move to X?
Select Step 4
Standardize and
Plan Continuous
Improvement
Step 1
(A)
Problem
Identification
Countermeasures Step 3
Study the Check
Act
Plan
Step 1
(B)
Cause
Results Investigation
Do
►Criteria matrix
►Force field analysis
Keep? Omit?
Or move to X?
Implement Step 4
Standardize and
Plan Continuous
Improvement
Step 1
(A)
Problem
Identification
Countermeasures Step 3
Study the Check
Act
Plan
Step 1
(B)
Cause
Results Investigation
Do
Keep? Omit?
Or move to X?
Tools for Step 3: “Check” Step 4
Standardize and
Plan Continuous
Improvement
Step 1
(A)
Problem
Identification
Plan
Step 1
(B)
Cause
Results Investigation
Do
effectiveness of countermeasures:
►Data collection
►Check sheet
►Line graph
►Histogram
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
►Visual Controls
►Force field analysis
►Criteria matrix
• 5W-1H
•Cause and effect diagram
(Fishbone Diagram)
•Pareto chart
• Flowchart
5-Why + (1-How)
Analysis
PDCA 1/07
5 Why Analysis
Cons:
Stakeholders not always involved
Not data driven, not repeatable
Easy to bias results ...
Relies on personal experience...
-go and investigate...go and see
Doesn't account for multiple cause factors
Non-date analysis of simple issues,
-important problems need data
analysis
Pros:
East to use
How?
Introduces problem solving methods
Prevents band-aid solutions (rush to judgment)
5-Whys Exercise To be refined
Keep? Omit?
Or move to X?
Tools for Problem
Solving
• 5W-1H
•Cause and effect diagram
(Fishbone Diagram)
•Pareto chart
• Flowchart
Fishbone Diagram (Ishikawa diagram)
Problem-Solving Analysis
Instructions
Cause Effect
Refer to the Toolkit
Fishbone Diagram
Problem-Solving
Analysis Instructions
Materials People (Manpower)
Measurements
Vendor-supplied Attention
Contamination
Technique Calibration
Humidity
Machine Temp
Order of work
Ambient Temp Settings
Timing
Accuracy
Adjustments Reliability
Environment
Equipment
Methods (Machines)
Cause Effect
Simches 5-Whys Example
Creating a Fishbone
Diagram
• 5W-1H
•Cause and effect diagram
(Fishbone Diagram)
•Pareto chart
• Flowchart
Pareto Charts
30
25
20
15
10
5
0
r
f
rs
RM
ce
af
ro
el
de
an
st
er
yi
te
or
t
en
try
e
or
La
im
sh
Sh
nt
en
pr
ai
Ru
er
M
or
rd
Po
O
Creating a Pareto
Chart
• 5W-1H
•Cause and effect diagram
(Fishbone Diagram)
•Pareto chart
• Flowchart
PDCA + A3 =
Model for Improvement
Step 4 Step 1
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
+ =
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Problem-solving Storyboard:
“A3”
Hand-written
Simple and easy to read / relate to
Dynamic
“P” “D” “C” “A” Date:
Title / A3 Theme: Owner: Stakeholders:
Follow-Up Actions: What issues remain? How will they be addressed? “A”
Have all appropriate steps and departments been involved in this project?
PDCA 1/07 Approval: Yes / No
A-3 Report –
Administrative Data
Title of project
Name, title, date
Team / stakeholders
Approval Authorities
Step 4 Step 1
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Problem Description
Statement
The Issue / Problem
► Sounds easy; the most
difficult
► What REALLY is the problem?
Step 1
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
A Good “Problem
Statement” test:
• What is the problem?
• Why is it a problem?
the problem?
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Exercise 3:
Problem Statement
Escalator Video
http://www.youtube.com/watch?v=47rQk
TPWW2I
►Materials
►Manpower
►Methods
►Mother Nature
►Machines
►Measure
Current Situation
•Goal Statement
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Goal
of the Goal?
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Identifying Causes
and Solutions
•Problem Statement
► Revisit & review
•5-Whys
•Potential Causes
•After Fishbone Categorization
•Analyze Root Causes Step 4
Standardize and
Plan Continuous
Step 1
(A)
Problem
Improvement Identification
•Prioritize Act
Step 1
Step 3
•Countermeasure(s) Brainstormed
(B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Solutions /
Countermeasures
•Countermeasures selected
•How will they eliminate root causes?
•How will we communicate the
countermeasures?
•How will we monitor the countermeasures?
Step 4 Step 1
Standardize and (A)
Plan Continuous Problem
Improvement Identification
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Implementation
Plan
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Following Up
Act
Step 1
Step 3 (B)
Study the Check Plan Cause
Results Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
A3 Group Exercise 4:
Titanic (or next slide)
A3 Group Exercise 4:
“Poor Alice”
Team Lead candidate
Attendance issues: corrective action
Competing priorities
Family dynamics
Household flow
JDIs: (…failure to plan is planning to fail…)
Beware of justifying a
solution without analyzing
the problem…
Act
Step 1
Step 3 (B) Hypothesis
Study the Check Plan
Reflect Results
Cause
Investigation
Do
Step 1
Step 2
(C)
Countermeasure
Select
Implementation
Countermeasures
Try
“Scientific Method”