Problem Statements

Describing it is half the battle.

 I’mThere’s
Hey. not going to tell
a problem
with you.
my bike!
Ok. What’s the
???!
problem?
Problem Statement Rules:
Explain what is actually wrong.
Don’t leave everyone guessing.
His name is "Ranveer."
Does he eat too many ???!
noodles? Should his hair
look like that? I think
there’s a problem with
There’s a problem with my I’d like to help. Tell me
his claws. Oh – and he
cat! what the problem is.
howls a lot. Silly cat.

Is there anything you can

do?
Problem Statement Rules:
Don’t make it a problem dump.
Focus on 1 clear measurable fault.
Hey. There’s a problem
I think it’s the battery.
with my bike!
Ok. What’s the
???!
problem?
Problem Statement Rules:
Never suggest what the root cause is,
Never suggest how to fix it.
That’s a project, not a problem statement.
 There’s
That’s agood
I don’t problem
aUm…have
Maybe? with
that
question!
I don’t know.
the parts!
information.

Do
Didyou Are
you theyfor
work
just allus, or
discover
Is it All
theoflabels
them?!again?
theunderfilled?
competition?
this now?
 Problem Statement Rules:
Provide all the information about the problem. Include:
1. WHAT:
a) Name the part or service AND
b) the measurable characteristic that has failed.
2. HOW MUCH: What readings are you getting?
3. HOW OFTEN: What is % or rate of rejection?
4. HOW LONG: How far back does the problem go?
 The fill weight in 6% of
the blue bottles over
the past month have
I’m starting
been aroundto20mg
see a
recurring
belowproblem.
spec.

Since it’s becoming a

recurring problem, I’d
like to launch an 8D.

I’ll get a team together

What’s the problem?
right away.
Good work QC!
 Problem Statement Rules:
With this information, we can now launch an investigation.
1. WHAT:
a. Name the part or service AND
b. the measurable characteristic that has failed.
2. HOW MUCH: What readings are you getting?
3. HOW OFTEN: What is % or rate of rejection?
4. HOW LONG: How far back does the problem go?
 The fill weight of the blue
bottles has been ~20mg below
spec in 2 to 6 of every 100
bottles over the past month.

What makes this a good problem statement?

Try this Problem Statement Template:
The [Measurable CTQ*]
The fill weight of the blue
of [Specific product or service] bottles has been ~20mg
has been recorded as [current value vs below spec in 2 to 6 of every
requirement] 100 bottles over the past
on [frequency or % of opportunities] month.
over the past [duration of problem]
This makes for a great FORMAL problem statement!
It is now clear to everyone:
• What specific product or service is affected
• How far out of spec it is
• How serious the problem is
• How often is it occurring
• How long has it been going on
Formal Problem Statement Template:
The [Measurable Characteristic]
of [Specific product or service]
has been recorded as [range of values]
vs [requirement]
on [rate or % of opportunities]
over the past [duration of problem]
Please use this (or something with all these elements) when I ask you to state a problem in an exam or assignment!
Remember!
• DON’T include an assumed root cause I think it’s the fill valve.
- If you’re right, just fix it, don’t launch an …
investigation! Or maybe the air pressure.
- If you’re wrong,.. Or maybe the humidity
• DON’T make or accept a problem statement
Or maybe…
that is unrealistic or contains many unrelated
problem
– “we have to fix world hunger” is admirable
but not very likely to succeed.
CTQ = Critical To Quality Characteristic

This is *always* an important characteristic, so is a good MEASURABLE for

the problem statement.

CTQ’s typically relate to one of:

• fit (dimensional: depth, thickness, or physical character: weight, etc)
• form (shape: flatness, taper, or composition)
or
• function (performance requirement: water-proof depth, power output,
shelf life etc)

For services (banking, retail, health care, etc) CTQ’s will be something
customers care about, often related to Quality, Cost, or
Delivery/Availability.
Service providers will ALWAYS measure customer CTQ’s so there WILL be a
MEASURABLE.
Problem Statements
Any Questions?