Problem-Solving

Toolkit
Problem Solving

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Hypothesis-led, 7-step problem solving process
​Core content

​Definition phase ​Structuring phase

​Debate and agree as a team ​Identify the best problem-solving approach

on definition of core problem
​Structure problem
​Why: Team is aligned around ​Define problem
and generate ideas
problem and methodology
1 2
​Identify and prioritize key issues
​Prioritize issues
​Why: Brings the right approach to the situation
3

​Plan analyses
4
and work

​Develop 7 6 5
recommendation
s ​Synthesize findings ​Conduct analyses ​Analyzing phase
​Synthesizing phase
​Use the most appropriate analytic tools
​Synthesize key findings and develop recommendations
​Ensure analytic rigor is applied to the process
​Engage and leverage leadership
​Why: Avoids getting lost in data and ensures
​Why: Builds momentum around recommendation reliable results

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SMART problem definition
Core content

​S
I​s the question specific enough? Your problem question needs to be detailed enough so
​SPECIFIC that those who are closest to the problem can understand the exact problem that needs to
be solved

​M ​MEASURABLE
​A measurable result will be instrumental in helping you determine when the problem will be
considered solved. This should be a quantifiable number

​A
​The problem question should point to the action that needs to be done to solve the
​ACTIONABLE problem. Usually, you will need to use the language "How?" or "What actions need to be
taken?" in your problem question

​R
​Your problem question should be relevant to everyone involved in the situation: the
​RELEVANT executive, your team, and any other stakeholders. It's important to align everyone so that
you all have the same goals in mind

​T ​TIME-BOUND
​Problem questions should always be time bound to ensure that everyone comes up with
solutions that are practical in the time frame that you have defined

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The Problem Statement Worksheet description
​Core content
​Problem questions (The basic question to be resolved)
​Concisely define, in the form of a question, what must be resolved. This focuses your work and ensures that your findings are actionable. Your basic question
should be SMART: Specific, Measurable, Action-oriented, Relevant, and Time-bound
​Context
​Think about the “environment” around the
problem you’re facing. Will internal or
external situations affect how you solve the
problem? Are there complications to
consider? This field may encompass current
industry trends, availability of finances, or
skill gaps on your team
​Stakeholders
​List all the major players critical to your
solution. Consider all decision makers who
could support—or block—your solution. Also
include internal or external parties who might
affect how your solution is implemented
​Constraints within solution space
​While scope defines the space of your
solution, constraints focus on what can or
cannot happen within that space
​Scope of solution space
​What will and will not be considered in your
solution? The scope should be broad
enough to ensure that you’re considering all
relevant solutions, yet narrow enough to
ensure that your analysis is manageable
​Criteria for success
​What must happen for your solution to be
successful? What could happen to make your
solution a failure? Consider timing of impact,
visibility of improvement, mindset shifts, and what
success looks like for key stakeholders. Criteria
should be measurable, so you can judge whether or
not your final solution satisfies them
​Key sources of insight
​These are where you will turn for information. Can
you leverage available resources from your
department, company, or industry? Identifying these
resources will simplify your effort and ensure you’re
not repeating work that’s already been done
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The Problem Statement Worksheet
​Worksheet

​Problem question (The basic question to be resolved)

What are the transportation initiatives should be done in order to decrease the London commute time up to 32 minutes in
the following 5-7 years?

​Context ​Constraints within solution space ​Criteria for success

Enter text here… Enter text here… Enter text here…

​Stakeholders ​Scope of solution space ​Key sources of insight

Enter text here… Enter text here… Enter text here…

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 Issue Tree
​Worksheet

WHAT
​Enter text here…

​Mind set&
awareness: ​Enter text here…
What are the
transportation initiatives
should be done in order
to decrease the London ​Enter text here…
commute time up to 32
minutes in the following ​Roads
5-7 years? ​Enter text here…

​Enter text here…

​Transportation
​Enter text here…

​Enter text here…

​work time policies &

procedures ​Enter text here…

​Eliminated issues
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Hypothesis Tree
​Worksheet

​Purpose
​Enter text here… ​First step in constant, iterative refinement process
​Enter text here… ​Balance between hypotheses/theories and data
​Enter text here…
​Use 80/20 thinking

​Enter text here…

​Enter text here…

​Concentrate your effort on what is most important
​Enter text here…
​Enter text here…

​Enter text here…

​Enter text here… ​Always ask “so what”, but also ask what you have
​Enter text here… forgotten

​Enter text here…

​Enter text here… ​Elimination of non-essential arguments is key to

​Enter text here… limiting unnecessary work
​Eliminated Arguments

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 ​When you divide an overarching idea into its parts, the
MECE framework is individual pieces must be mutually exclusive of one another
(no overlaps) and collectively exhaustive (no gaps), i.e.,
useful when combine to form the whole
developing issue
trees ​M ​Mutually exclusive
​No overlapping parts
​E
C
​ ​Collectively exhaustive
​Taken together, all parts are

​E identical with problem in total

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Prioritization matrix
​Core content

What is it Prioritization matrix – example

A grid that maps out High
decision options based
on a given set of criteria ? 
– for example impact of Start planning now Do it now!
an idea vs. the speed to
implement the idea Potential
impact
A prioritization matrix
helps in choosing the  ?
right improvement Review only if you have Quick wins
time
initiatives based on
feasibility and impact
Low
Low High
Feasibility

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Workplan
​Worksheet

​Hypothesis/ ​Timing/
​Issue rationale ​End product ​Analyses ​Sources responsibility

​Enter text here… ​Enter text here… ​Enter text here… ​Enter text here… ​Enter text here… ​Enter text here…

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Influence model
Core content

Fostering
Role modeling understanding and
“…I see my leaders, conviction
colleagues, and staff “... I understand
behaving differently.” what is being asked
of me, and it makes
sense.”

“I will change
my mindset and
behavior if …”

Developing talent and

skills Reinforcing
“…I have the skills
mechanisms
and opportunities to “…I see that our structures,
behave in the new processes, and systems
way.” support the changes I am
being asked to make.”

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