Problem Solving

Question 1

OODA LOOP

Answer 1

• Observe
• Orient
• Decide
• Act

Question 2

Eight Step Problem Solving Process

Answer 2

STEP 1: Clarify & Validate the Problem 
STEP 2: Break Down the Problem/Identify Performance Gaps
STEP 3: Set Improvement Targets
STEP 4: Determine Root Causes
STEP 5: Develop Countermeasures
STEP 6: See Countermeasures Through
STEP 7: Confirm Results & Process
STEP 8: Standardize Successful Processes

Question 3

Key Process Indicators and Metrics (KPI/M)

Answer 3

• Step 2 in the 8-step process
• Understanding what objective data is needed and what the data means once it has been gathered is critical to ―root cause‖ problem solving and process improvement.

Question 4

B-SMART

Answer 4

• Balanced
• Specific
• Measurable
• Attainable
• Results Focused
• Timely

Question 5

Root Cause Problem Solving

Answer 5

• Root Cause problem solving is not reacting to a decision that seemed to work before

Question 6

The Five Whys

Answer 6

• When trying to understand what is causing a problem, ask at least five times, more if necessary, what is causing the problem.