Structured Problem Solving for the Support Center Professional Training Course


structured problem solving techniques

Jun 09,  · In a business environment,one of the essential competency for effective executive or manager is problem solving this basic version, we attempted to give holistic way of solving the problems step by step methodologies and application of of relevant tools & techniques in each is surely useful for beginners. This course is all about improving your problem solving capability using structured problem solving methodologies.. You can apply those problem solving methodology for any chronic problems in your chronic problem could be quality issues in your product, customer complaints, poor sales, high employee absenteeism, attrition and so on. Structured Problem Solving for the Support Professional Through presentation and interactive workshop exercises, this course explores the major areas that affect an analyst's and technician's ability to troubleshoot effectively.

Structured Problem Solving - The Lean Group - Lean Training and Lean Consultants

The structured problem solving process puts some context around the practices of the Solve Loop. The Solve Loop is not intended to be a linear or sequential model. The practices operate as independent entities, and they are used as needed in responding to requests. The structured problem structured problem solving techniques process provides direction on how to use the Solve Loop practices in an effective way.

In some respects, problem solving is an art. However, we have found that a little bit of structured problem solving techniques in the problem solving process can help improve the outcome. The structure of the KCS article also helps reinforce an effective approach to problem solving. Consider a crime scene: the first thing the police do when a crime is reported is to preserve and record the situation.

The first officers to arrive on the scene are trained to secure the area; they mark the location of the evidence and bodies and take pictures. When the detective shows up to solve the crime, they first seek to understand the situation, then begin to ask clarifying questions, and then eventually go off to do research. The structured problem solving process involves application of the four practices in the Solve Loop.

It helps the responders collect, structured problem solving techniques, organize, and analyze the information used in solving the issue. Having explicit techniques in the workflow not only improves the problem solving process, but also creates a KCS article as a by-product of the problem solving process. The structured problem solving process in KCS includes two simple, yet powerful, structured problem solving techniques, concepts:. Seek to understand before we seek to solve a Core Concept.

Search early, search often a Solve Loop technique. First, we seek to understand the situation in the requestor's context, and we capture it to preserve it, structured problem solving techniques. Then we seek to understand what we collectively know about the issue search the knowledge base.

This is a very literal process. Next, we search the knowledge base to see if this is a known issue or to see what we collectively know about this type of situation. If not, then we refine the search by collecting additional information from the requestor.

Searching will sometimes result in finding articles that describe similar situations. While perhaps not perfect for our situation, articles about similar issues can provide additional insight or trigger qualifying questions that we had not thought of. We tap into our problem solving experience and use whatever tools are relevant.

We continue to ask clarifying questions, structured problem solving techniques. As we build a richer understanding of the issue, we check the knowledge base frequently. If we move too structured problem solving techniques into diagnostics, we are likely to jump to conclusions, stop listening to the requestor, miss the fact that there is already a KCS article in the knowledge base, or miss the opportunity to learn from others' experiences in solving similar problems.

KCS reinforces structured problem solving techniques need for the literal step to be the first step in the problem solving process. However, if systems are not integrated and we have to use multiple systems and screens to handle issues, this section is relevant. Deal with the administrative elements at the beginning contact initiation and end of each contact wrap up - not interspersed thorough the structured problem solving techniques process.

This approach will allow focus on the objective of problem solving:. Problem solving is a collaborative process. All too often they do it i n spite of the traditional processes and escalation rules. What if our process and infrastructure facilitated collaboration instead of structured problem solving techniques it? Support Analysts have collaborated for years using tools like email and instant messenger or just asking others nearby; the "prairie dog" support model over the cubicle wall.

These are helpful but limited in their effectiveness. We are seeing some significant infrastructure improvements integrated into the responder user interface that facilitate collaboration. The opportunity to improve the effectiveness of collaboration lies in our ability to know things like availability, who knows what, and who is interested in what.

Effective collaboration, or what we call Intelligent Swarming, is a function of relevance, structured problem solving techniques.

To accomplish this we have to know something about the issue and something about our resources, content, and people. What is emerging is the idea of people profiles that capture both the experiences and interests of the people, structured problem solving techniques. Just as a search gives us access to the past experience of others through the KCS article, we could improve the relevance of collaboration by providing access to the people profiles.

Where KCS helps connect people to content or knowledge for known issues, Intelligent Swarming helps connect people to people for new issues. The Consortium members have been working for some time to bring the concept of Intelligent Swarming to operational reality. An increasing number of members have moved their organizations from an escalation-based model to a collaboration-based model. They are realizing amazing benefits. For more information, see the Intelligent Swarming initiative on the Consortium web site.

We have learned some things from skills-based routing. Most organizations that have done it report mediocre results. The issue is if the profiles are detailed enough to be helpful in getting an issue to the right person, they are difficult to create. If they are created, the dynamics of the environment make them impossible to maintain. On the other hand, structured problem solving techniques, if the skills profiles are at the level of detail where they are creatable and maintainable, they are not specific enough to be very structured problem solving techniques in routing.

We have come to the conclusion that the people profiles must be largely programmatic or maintained by the system and tunable by the people in order to reflect interests. The experiences of a Support Analyst, or any responder, change on a week-to-week basis.

Simple version - launch instant messenger without leaving the problem solving environment - see the prototype user interface on the next page. Sophisticated version - finds relevant people based on the information captured in the incident or WIP article. Directed swarm - a team of people triage all incoming issues structured problem solving techniques a team of people work on any reported severity 1 issues.

This takes the KCS concept of collective ownership of knowledge and applies it to incidents. A different view on incident ownership: distinguish ownership of response from ownership to solve. An individual is responsible to respond to the customer but the team owns resolution of the issue. Enabling structured problem solving techniques to all open incidents and filters that allow Support Analysts to see the incidents they might be able to solve or assist with.

This enables an opt-in model; people choose to help. Enabling Collaboration Problem solving is a collaborative process.


How To Use Structured Problem Solving | Project Management Hacks


structured problem solving techniques


From planning last-minute meetings, to addressing unexpected customer queries, there is no end to the problem solving you do day in, day out. And you want to be confident in the decisions you make. To help you get started, why not take our interactive quiz and find out how good your problem-solving. The structured problem solving process provides direction on how to use the Solve Loop practices in an effective way. In some respects, problem solving is an art. However, we have found that a little bit of structure in the problem solving process can help improve the outcome. A Structured Approach to Problem Solving is a team based and disciplined approach to Permanent Problem Resolution. How often is it that we find that problems that are believed to have been resolved, re-appear at a later date, and usually at the most inappropriate time imaginable?