Problem Definition

Chapter 7

Chapter Objectives

• Learn:– The 8 steps of experienced problem solvers

– How to collect and analyze information and data.

– To talk with people familiar with the problem.

– To view the problem first hand.

– To confirm all findings

More...

Chapter Objectives

• Learn:

– To determine if the problem should be solved.

– How to continue to gather information and search the literature.

– How to form simple hypotheses and quickly test them.

– How to brainstorm potential causes and solution alternatives.

1. Collect and Analyze Information and Data

• As an experienced problem solver:– Learn as much as you can about the problem.

– Write down or list all information to describe the problem.

– Determine which information is missing or not needed.

– Create a sketch or drawing of the situation.

– Organize the information for analysis and presentation.

– Analyze data to identify trends, errors, or other meaningful information.

2. Talk with People Familiarwith the Problem

• As an experienced problem solver:– Determine who knows about the problem.

– Ask questions:• Look past the obvious

• Challenge the basic premise

• Ask for clarification

– Be bold, ask the “dumb” questions, you may learn a lot.

– Talk out the problem with other people.• Interaction can clarify questions and provide different perspectives as

others interpret your description.

3. View the Problem First Hand

• As an experienced problem solver:– Be careful not to rely solely on the other

people’s description of the problem.– If possible:

• Look at the problem personally.

• Create your own understanding of the situation.

• Think about how your understanding compares to the other descriptions.

4. Confirm All Key Findings

• As an experienced problem solver:– Validate the collected information is correct.

– Cross-check and cross-reference:• Data

• Facts

• Figures

– Focus your primary attention on the important information and spot check other information.

– Separate facts from opinions.

– Challenge assumptions and assertions.

The Real Problem

• Now that you collected information about the problem, you need to define the real problem.

• There are 4 techniques to apply in this process.– 1. Find out where the problem came from.– 2. Explore the problem.– 3. Present state, desired state– 4. Statement restatement

• We will now explore these techniques...

Finding Out Where the ProblemCame From

• This technique focuses on:– Determining who initiated the problem.– Validating the reasoning used to create the problem

statement.

• To learn the problem origin:– Try to identify any logic errors by tracing through the

problem process.– Separate the facts from the opinions.– Never make assumptions!– Check the problem statement to confirm it targets fixing the

problem, not symptoms of the real problem.

Explore the Problem

• There are 10 points to consider while exploring problems:1. Identify all available information.2. Recall or learn pertinent theories and fundamentals.3. Collect missing information.4. Solve a simplified version of the problem to

obtain a “ballpark” answer.5. Hypothesize and visualize what could be wrong

with the current situation.

More...

Explore the Problem

• Continued...6. Brainstorm to guess the answer.

7. Recall past or related problems and experiences.

8. Describe or sketch the solution in a qualitative manner or sketch a pathway that will lead to the solution.

9. Collect more data and information.

10. After using some or all of the activities above, write a concise statement defining the real problem.

Present State, Desired State

• This technique helps us:– Verbalize where we are.– State where we want to go.– To find the appropriate path from there to here.– Learn whether the solution goals are consistent with

our needs.• Goals are the desired state• Needs are the present state

More...

Present State, Desired State

• To write the Present State, Desired State Statement:– Avoid ambiguous or vague words where the meaning

could be lost in the statement.• Examples include: Best, Minimal, Reasonable Time

– Be quantitative where possible.– Be sure to match the present state and desired state

statements.• Match each present state concern to desired state.• Avoid including solutions to the problems that are not listed in

the other statement.

Statement Restatement

• To use this technique:– Look at the unclear problem situation.– Write a statement to state a challenge to

address.– Continue to restate the statement.– Generalize the problem more with each

restatement.– Continue this process until the broadest form of

the problem is stated.

Evaluate Problem Definition

• The problem definition should be evaluated to ensure we are moving in the right direction.

• Use this checklist for evaluation:– Are all the problem pieces identified?

– Are all the constraints identified?

– What is missing from the problem definition?

– What is extraneous to the problem definition?

– Did you challenge the assumptions and information provided to formulate the problem?

– Have the facts been separated from the opinion?

5. Determine if the Problem Should be Solved

• Determine the next step based on these questions:– Is the problem worth solving?

• If not, stop the process.

– Does a suitable solution already exist?• If so, implement the solution.

– Can the necessary resources to solve the problem be assembled?

• If not, but you can adjust the resource constraint, continue, otherwise, stop the process.

– Does sufficient time exist to solve the problem?• If not, but you can adjust the time constraint, continue, otherwise, stop

the process.

– Begin generating solution alternatives.

6. Continue to Gather Information

and Search the Literature• Expand your information collection boundaries.

– You may find a similar problem and solution.

• Research into the background of the problem.– This may save you significant time and effort.

• Take a devil’s advocate position and challenge your ideas.– This can stimulate creative interactions.

7. Form Simple Hypotheses,Quickly Test Them

• Next:– Create a hypothesis for the problem.– Quickly test the hypothesis for validity.

• This process of testing simple hypotheses may quickly define the real problem.

8. Brainstorm Potential Causes and

Solution Alternatives• This activity bridges the first phase of problem

definition over to solutions development.

(Techniques to identify solutions are covered in the next chapter.)

Summary

• There are 8 steps experienced problem solvers use:1. Collect and analyze information and data.2. Talk with people familiar with the problem.3. If at all possible, view the problem firsthand.4. Confirm all findings.5. Determine if the problem should be solved.6. Continue to gather information and search the literature.7. Form simple hypotheses and quickly test them.8. Brainstorm potential causes and solution alternatives.

More...

Summary

• There are 4 problem definition techniques:1. Find out where the problem came from.

2. Explore the problem.

3. Present state, desired state.

4. Statement, restatement.