Four types of problem-solving

Four types of problems, from reactive troubleshooting to creative innovation, by Art Smalley, Foreword by John Shook, Lean Enterprise Institute, 2018 

        The many problems that confront us can be effectively approached through four types of problem solving.  Some essential elements are common to any         problem solving activity (grasping the true facts, identifying desired direction, seeking to understand causality).  John Shook

Not all problems require the same solution -  we know that, but learning this different approach to seeing and reacting to problems is a great improvement exercise.  And not all problems fit the "hammer and nail" solution.  Does your organization have its own problem-solving regimen - call in the managers to "discuss,"  bury the problem in an e-blast memo, or let the problem sit a few days to see what happens next, let it ripen?  Hah.

Let's look at this problem challenge another way.  Author Art Smalley, a keen observer of Toyota, fortunately chose not to use the word "lean" in his book title because he knew that this subject extends beyond the prosaic.  He wanted to offer all organizations a rigorous practice that they could think about, learn, and re-learn, starting with:

1.  Troubleshooting:  A reactive process of rapidly fixing abnormal conditions by returning things to immediately known standards.  Works ok with certain conditions - plumbing leaks, for example.

2.  Gap-from-standard:  A structured problem-solving process that aims more at the root cause through problem definition, goal setting, analysis, countermeasure implementation, checks, standards, and follow-up activities.  Once you've patched the leak in this old pipe, is it going to happen again?  What will you do with the next one?  Have any idea where it's coming from?

3.  Target-state:  Continuous improvement (kaizen) that goes beyond existing levels of performance to achieve new and better standards or conditions. 

Wouldn't it be nice to never have to worry about waste water dripping on that new production line?

4.  Open-ended and innovation:  Unrestricted pursuit through creativity and synthesis of a vision or ideal condition that entail radical improvements and unexpected products, processes, systems, or value for the customer beyond current levels.

"Organizations and individuals at all levels fall into this trap of having one primary or standard way of solving every problem," said Smalley.  He offers solid guidelines for ensuring for front-line supervisors doing trouble-shooting and more permanent solutions, including retraining workers.

Overall, an easy to use, well-constructed color-coded solutions book - simple, easy to follow, great examples and over 60 illustrations.

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Patricia E. Moody

FORTUNE magazine  "Pioneering Woman in Mfg" 

IndustryWeek IdeaXchange Xpert

A Mill Girl at Blue Heron Journal, on-line resource for business thought-leaders and decision-makers, pemoody@aol.com, patriciaemoody@gmail.com, tricia@patriciaemoody.com,