Problem Solving Tree(ENG)

MainTopicsProblemSolvingToolbox-5Why-Is-IsNotMatrix-ProblemSolvingTreeProblemSolvingToolbox---5WhyLinkagebetween5-Why&5-Step5Why•5-WhyisaRoot-Cause-Analysistool•5-StepisaProblem-Solving-ProcessStep1:Identifyanddefinetheproblem.Step2:Takeimmediateactiontopreventtheproblemfromreachingthecustomer.Step3:Identifytherootcauseoftheproblem.Step4:Takeirreversiblecorrectiveactiontoeliminateorminimizetheeffectsoftherootcauseoftheproblem.Step5:Verifythatthecorrectiveactioniseffective.5-Whyworkshere5WhyStumbledandfellonlobbystairs.Why1:Forgottousehandrail.Why2:Wasmentallyagitatedwhencametowork.Why3:ArguedwithwifeoverMother-in-law’svisit.Why4:Mother-in-lawvisitedforaweek.Why5:WHYDIDTHEPROBLEMOCCUR?ANEMPLOYEEREPORTEDABROKENARM.Wifeloveshermother.Why6:WheredidyouhidetheRootCause?Likeadetective,wefindtheRootCausebyaskingquestions.Likeadetective,westartwiththeendofthetrailandworkbackwards.WestartwiththeProblem.5Why5WhyIntheDelphiorganization,acommon5-whyRootCauseAnalysisisusedtoanalyzeandsolvequalityproblems.Therearefourmajorpartsofthe5-whyRootCauseAnalysisprocess:•UnderstandtheSituation•CauseInvestigation•ProblemCorrection•PreventionthroughErrorProofing5WhyPart1:UnderstandthesituationDuringthefirstpartoftheprocess,you:IdentifytheProblemClarifytheProblemBreakdowntheProblemLocatethePointofCause(PoC)GraspthesignificanceoftheproblemPart2:CauseInvestigationInthesecondpartoftheprocess,you:Conducta“5-Why”investigationtoidentifytherootcauseforthespecificproblemForwhytheproblemwasnotdetectedforwhythe“system”allowedtheproblemtooccur5WhyPart3:ProblemCorrectionInthethirdpartoftheprocess,you:Takespecificactiontocorrecttheproblem(s).Ataminimum,short-termtemporarymeasuresarerequiredtoprotectthecustomer.Part4:PreventionthrougherrorproofingInthefourthpartoftheprocess,you:Takespecificactiontomakesuretheproblemcannotrecur,typicallythrougherrorproofingCaptureandcommunicateLessonsLearned5WhyPROBLEMIDENTIFIED(Large,Vague,Complicated)ProblemClarifiedAreaofCauseLocatedPointofCause(PoC)Why?1CauseWhy?2CauseWhy?3CauseWhy?4CauseWhy?5RootCauseCorrectiveActionLessonsLearnedWhydidwehavetheproblem?Whydiditgettothecustomer?Whydidour“system”fail?5Why?InvestigationofRootCauseBasicCause/EffectInvestigationWhereintheprocessisproblemoccurring?“GoSee”theproblemGRASPTHECAUSEINVESTIGATIONSITUATIONPracticalProblemSolvingModel5-WhyFunnel5Why-UnderstandthesituationStep1Identifytheproblem:Inthefirststepoftheprocess,youbecomeawareofaproblemthatmaybelarge,vague,orcomplicated.Youhavesomeinformation,butdonothavedetailedfacts.Ask:WhatdoIknow?Step2Clarifytheproblem:Thenextstepintheprocessistoclarifytheproblem.Togainamoreclearunderstanding,ask:Whatisactuallyhappening?Whatshouldbehappening?Step3Breakdowntheproblem:Atthispoint,breaktheproblemdownintosmaller,individualelements,ifnecessary.WhatelsedoIknowabouttheproblem?Arethereothersub-problems?5Why-UnderstandthesituationStep4LocatethePointofCause(PoC):Now,thefocusisonlocatingtheactualpointofcauseoftheproblem.Whereintheprocessistheproblemoccurring?Youneedtotrackbacktoseethepointofcausefirst-hand.Ask:WheredoIneedtogo?WhatdoIneedtosee?Whomighthaveinformationabouttheproblem?Step5GrasptheSignificanceoftheProblem:Tograspthesignificanceoftheproblem,ask:When?Where?What?Howoften?Howmuch?It’sImportantToAskTheseQuestionsBeforeAsking“WHY”?5Why-CauseInvestigationStep1IdentifyandconfirmthedirectcauseoftheabnormaloccurrenceIfthecauseisvisible,verifyit.Ifthecauseisnotvisible,considerpotentialcausesandcheckthemostlikelycauses.Confirmthedirectcausebasedonfact.Ask:Whyistheproblemoccurring?CanIseethedirectcauseoftheproblem?Ifnot,whatdoIsuspectaspotentialcauses?HowcanIcheckthemostlikelypotentialcauses?HowcanIconfirmthedirectcause?Step2Use5-Whyinvestigationtobuildachainofcause/effectrelationshipsthatleadtotherootcause.Ask:Willaddressingthedirectcausepreventrecurrence?Ifnot,canIseethenextlevelofcause?Ifnot,whatdoIsuspectasthenextlevelofcause?HowcanIcheckandconfirmthenextlevelofcause?Willaddressingthislevelofcausepreventrecurrence?5Why-CauseInvestigationIfnot,continueasking“Why?”untilyoufindtherootcause.Stopatthecausethatmustbeaddressedtopreventrecurrence.Ask:HaveIfoundtherootcauseoftheproblem?CanIpreventrecurrencebyaddressingthiscause?Isthiscauselinkedtotheproblembyachainofcause/effectrelationshipsthatarebasedonfact?Doesthechainpassthe“therefore”test?IfIask“Why?”again,willIbeintoanotherproblem?Besureyouhaveused5-WhyInvestigationtoanswerthesequestions:Whydidwehavethespecificproblem?Whydidtheproblemgettothecustomer?Whydidour“system”allowtheproblemtooccur?5Why-CauseInvestigationCCCCCCCCCCCCCCCAbnormalOccurrence(cause/effectrelationship)DirectCause(cause/effectrelationship)(cause/effectrelationship)(cause/effectrelationship)CauseCauseCauseRootCauseThereforeTestWhy?Why?Why?Why?Why?CC5Why-ProblemCorrectionTakeSpecificActiontoAddresstheProblemUsetemporarymeasurestoeliminatetheabnormaloccurrenceuntiltherootcausecanbeaddressed.Ask:Doesitcontaintheproblemuntilapermanentsolutioncanbeimplemented?5Why-Preventionth