Defining Problem

How Problems Are Presented

Problems are often first presented as “aches and complaints”. lt is typical to first describe a problem in terms of causes, or solutions, or blaming statements. These descriptions will camouflage the real problem.

Clarifying the Issue/Problem

To have a problem suggests that there is a gap between what a person hopes or expects and what actually exists. lt is the description of this gap that comprises the problem.

Examples:

Problem Statement

What It is…

A statement that describes an observable gap
It can also include a description of the magnitude of the problem (if this information is available)
It describes the impact of the gap on the business

What It Doesn’t Do…

It doesn’t describe the cause of the problem
It doesn’t assign a blame
It doesn’t prescribe a solution

Problem Definition

A problem is the fluctuation of a required feature in the final product (output of process)

The attribute can be assigned to one of the categories:

Quality,
Availability (Quantity/Time), or
Utilization of Resources.

Problem Definition: Questions You Need To Answer

What’s the gap or need?
- What’s happening that’s not supposed to happen?
- What could be happening? (opportunity)
Why is this a problem?
- What is the impact of this problem, opportunity?

Example:

Originally stated Problem:
Put in place a series of standard operating procedures (SOPs) for new equipment because of excessive downtime, loss of quality, high learning curve.

Project assumes a solution. SOPs may end up being a solution, but we don't know yet. We still need a better description of the gap.

Draft #2
Lack of a plan to commission new equipment.

Second iteration now talks about the lack or gap, but still assumes a solution (a "plan")

Draft #3
Historically, when new equipment is installed: 1) the amount of downtime
exceeds expected standards, 2) the percentage of rejects exceeds expected standards.

Much better! This problem statement does not promote a cause or solution. lt just describes what happens or happened. The resultant scope will increase, but at least we won't miss any factors.