Part II: Simple SOLVE
Overview
SOLVE is a 5-step framework that uses Lean concepts and employee know-how to efficiently solve problems related to process flow, service quality, and capacity.
This simple SOLVE approach is appropriate for smaller issues and those that are within your control.
Instructions
Identify a waste-based issue or problem to address by reviewing the next page.
Utilize the template on page 12 to follow the 5-step SOLVE approach, starting by defining the problem.
Use the checklist on page 13 to:
Confirm you’ve met the intent of each SOLVE step
Identify some potential tools to help you along the way
If you are unsure of how to proceed, contact your department Lean Champion.
Some Better Practices
Determine who your customer is and engage with them.
Talk to the operational leader over the area to confirm the issue is meaningful to the operation and to get their take on potential solutions.
Ensure that you clearly define the problem and keep to those things within your control—no “boil the ocean” problems.
Reduce large problems into smaller, actionable problems to solve.
Balance rigor with a bias for action—don’t let perfect get in the way of better.
Work with your co-workers and your manager to pragmatically define the solutions before implementing them.
Use this framework to guide your decisions and verify that you are making meaningful improvements.
Recognize that success is improving the core measure(s), not using a bunch of tools.
Identifying Opportunities
Where Should You Start?
Knowing where to start can be challenging. Below are three sources of Simple SOLVE opportunities. You can use these questions to identify places to start:
Engage with your customers: What do your customers want from you and what gets in the way of you serving them?
Observe your process: When you follow the process, what wastes do you see (errors, handoffs, waiting, etc.) that you can address today?
Take a hard look at your workplace: What changes can you make to set up the environment for success by reducing or eliminating waste?
WASTEFUL is a device that helps you identify 8 of the most common inefficiencies in state government operations. Do you recognize any of these wastes from your workflow?
Waiting
When the process stops
You might hear, "I know it's urgent, but I'm waiting on..."
Approvals
Signatures or approvals that don't improve the product or service
You might hear, 'We have checkers checking the checkers."
Silos
Handoffs between people and organizations
You might hear, "I don't know how the whole process works, only my piece."
Transportation
Any movement of paper or people (motion)
You might hear, "I spend a lot of my time walking just to get my job done."
Errors
Things not done right the first time; requires rework
You might hear, "I find mistakes all the time, and sometimes, our custromers do."
Failure to Prioritize
Working in crisis mode because "everything is important"
You might hear, "It's hard to know what needs to be done first."
Under-utilized Talents
Not using all of an employee's skills
You might hear, "We've always done it this way, but we could find a better way."
Lack of Standards
The absence of standard methods and targets
You might hear, "Everyone does it differently, so it's hard to improve."
Simple SOLVE Template & 15-Point Simple SOLVE Checklist
Simple_Solve_Form.pdf