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1、Overview of D2: Describe the Problem D2 provides the opportunity to describe the internal/external customer problem by identifying what is wrong with what and detail the problem in quantifiable terms.Objectives After completing this section you should be able to: Explain the process for describing a
2、 problem Develop a problem statement Develop a problem descriptionOverviewWhy Describe the Problem? To be an effective problem solver, you need to know as much as possible about the problem before you pick a solution. Lets say you make a doctors appointment because you are having headaches. The doct
3、or doesnt immediately schedule you for surgery.Instead, he or she learns as much as possible about your problem before offering any solutions. Can you imagine what might happen if the doctor did not take the time to find out your symptoms? Problem solvers who dont accurately define a problem may not
4、 solve the original problem at all. They are also more likely to create bigger or different problems.D2 helps you avoid inefficiency by focusing on the problem at hand. D2: Helps you define the problem as accurately as possible Acts as a database for describing the problem Drives the rest of the G8D
5、 processAny vagueness or inaccuracy at D2 can lead you and your team to the wrong cause, followed by the wrong corrective action.Tell Me What the Problem Is Instructions: Read the case below. Then determine what you think the problem is.There is a problem with one of our sheet-metal dies. If we dont
6、 take care of this problem, the customer will likely cancel the contract and we will be stuck with a terrible loss, since we paid for the tooling. This customer is well-known for pulling not only one job but all of the jobs we are doing for them.One of four sheet-metal dies is producing defective pa
7、rts. Three of them work well, but the fourth die is a wreck. It produces the first 150 parts just fine, then things start to go wrong. Of the next 25 parts that are produced, 5 to 10 will be scratched. The damaged parts then get jammed in the die.The entire die must then be removed from the press. T
8、he die is disassembled and then reassembled. Then the die setters have to reinstall it, and the whole mess starts all over again.This problem only happens with the second pressthe newest one. The older press can run the die, but at a slower speed.But the operators dont like to use the slower press.
9、They make less money when they run fewer parts. Also, there is a really expensive lubricant that we know we should use, but the cheaper lubricant has worked well for us before. Besides, the cheaper lubricant can be recycled. We cant recycle the expensive lubricant.Unfortunately, we have people who d
10、ont do as good a job at problem solving as they should. Henry is one of them. Ever since the problem started, he has been complaining about the variations in the sheet-metal thickness. We have told him to find evidence to support his theory, but he says it is not his jobit is the engineers job. Ever
11、y time we have a problem, Henry wants to blame the sheet-metal supplier. The truth of the matter is that Henrys ex-wife works for the sheet-metal supplier. Whatever the problem is, we have to fix it soon.What do you think the problem is?Write your answer in the space to the right.Your answer:The Tea
12、ms Answer:There may be quite a few answers to what seems like a simple question. For example, in a live G8D seminar, participants gave the following answers: Cheap lubricant was used. Employees arent using problem-solving skills. The die jams because the sheet metal has variations in thickness.The c
13、orrect answer is that the parts are scratched. Think about how you might characterize some of the other answers given. Does it seem like some of the answers cover more than one problem? Or that some people may have jumped to conclusions? Observations vs. Conclusions When you describe a problem, are
14、you making an observation or reaching a conclusion? Theres a big difference between the two. The types of insights you have can make a tremendous impact on your teams ability to solve the problem. The key to accurately defining and describing a problem is to make observations and save the conclusion
15、s for after youve gathered and examined all of the information.So whats the difference between an observation and a conclusion?The flow from observation to conclusion is like a one-way streetit seems impossible to back up. Once a conclusion is reached, it is extremely difficult for most people to re
16、examine the facts. As a problem solver, you must realize which side of the line you are on and cross the line only when appropriateObservationsConclusionsConsist of observable, quantifiable informationAre decisions based upon deductionsHave a high incidence of accuracyHave a low incidence of accuracyTend not to
