Problem Solving
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This document provides a six-step process for solving technology problems: 1) Stay calm, 2) Identify the problem, 3) Understand the problem, 4) Define your goal, 5) Develop solutions, and 6) Measure results. Each step is explained in detail with tips for effective problem solving such as communicating openly, considering different perspectives, and establishing metrics to track progress. The overall message is that following a consistent problem solving process can help achieve positive technology outcomes by focusing on understanding the problem fully before developing solutions and ensuring changes lead to the desired results.
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Problem Solving
- 1. Problem Solving For Technology Phil Reynolds CEO / Founder BriteCore
- 3. Ever Felt Like This?
- 4. Or This? Suit Guy’s Fault! Sweater Guy’s Fault!
- 5. “I feel like I bought a Ferrari but I can’t roll the windows up and down.” - Anonymous Client
- 6. Technology issues are so complex.
- 9. Or a Mess
- 10. Planning greatly reduces errors.
- 11. You will still encounter hurdles.
- 13. Read This!
- 14. Overcome
- 15. 1. There is no answer… you have to find it. 2. Solutions are very technical. 3. Sometimes you won’t like your options. 4. Requires mental flexibility. 5. Processes require discipline. Problem Solving Isn’t Easy!
- 16. You can achieve consistent positive technology outcomes by following a consistent process.
- 17. 1. Stay Calm 2. Identify the Problem 3. Understand the Problem 4. Define Your Goal 5. Develop Solutions 6. Measure Results Problem Solving Blueprint
- 18. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 1 Stay Calm
- 19. 1. Identify the Problem Don’t Panic.
- 20. Great way to teach yourself how to stay calm is to understand the human brain and recognize symptoms of stress and anxiety.
- 21. Amygdala Sends Alarm Triggering Fight or Flight Response
- 22. 1. Pituitary Glad Releases ACTH 2. Adrenal Gland Releases Epinephrine 3. Chemical Messengers Release Cortisol Panic Response Fight or Flight!
- 23. 1. Increased Blood Pressure and Blood Sugar 2. Spike in Heart Rate 3. Burst of Energy 4. Muscle Tension Panic Response Fight or Flight!
- 24. Problem in 25,000 BCE Chased by Mastodon
- 26. Feels the Same
- 27. The Same NOT
- 28. It’s Normal to Feel this Way.
- 29. To work with people, you need teamwork and cooperation.
- 30. Panic divides people and leads to faulty decisions.
- 31. Effects Panic 1. Suppresses Pre Frontal Cortex, Inhibiting Rationality • Emotional Outbursts 2. Reduces our Ability to Make Decisions • Analysis Paralysis or Self-Destructive Behavior 3. Hyper Awareness of Threat-Related Information • Exaggeration and Paranoia 4. Negative Bias Toward Ambiguous Stimuli • False Conclusions and Red Herrings
- 32. Breathe…
- 34. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 2 Identify the Problem
- 35. To solve a problem, you first have to see it.
- 36. Be Vigilant.
- 38. Identify Trends
- 39. Spot Anomalies
- 40. Need Inputs
- 41. • Premium Written • Premium Earned • Losses Incurred • Losses Paid • Premium Growth • Application Volume • Expense Ratio • Processing Time Per Policy • Underwriter Productivity • Customer Satisfaction • Time to Closed Claim • Time to Complete Quote • Time to Adopt Initiatives • Data Correlations Traditional Innovative
- 42. Signal to Noise Ratio
- 43. Too many inputs is the same as no input.
- 44. Scope
- 47. Wiring Diagram
- 48. Traffic Patterns
- 51. Can’t See the Forrest for the Trees.
- 52. Can’t See the Trees for the Forrest.
- 53. Some problems can only been seen through a microscope
- 55. • Narrow • Procedural • Specific Micro Macro • Broad • Visionary • Aggregate
- 56. Micro and Macro Depend on each other and are equally important. Pay Attention to Both!
- 57. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 3 Understand the Problem
- 58. Educate yourself on the topic
- 62. Communicate Openly and Honestly Understand the Problem
- 64. Collaboration Yields the Best Results
- 66. 1. Honest: Say what you mean. 2. Thoughtful: Choose your words wisely. 3. Clear: Use common vocabulary and concepts. 4. Focused: Stay on message and on task. 5. Non-Violent: NVC is a great technique. Characteristics Of Effective Communication
- 67. Read This Too!
- 68. Perspective & Context Understand the Problem
- 71. Context Alters Perspective Solid Grey
- 74. 1. Diverse: Consider different viewpoints. 2. Thoughtful: Respect and reflect on options. 3. Neutral: Don’t assume intent. 4. Balanced: Tone is contagious. 5. Informed: Knowable questions answered. Characteristics Of Healthy Perspective
- 76. What is the root cause?
- 77. Case Study
- 78. Case Study “Approval Over Availability.”
- 80. All of us.
- 81. All failures are process failures.
- 82. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 4 Define Your Goal
- 83. Values What do we care about?
- 85. Benefit What benefits are we trying to protect?
- 86. Damage How Does This Issue Harm Benefits?
- 87. Goal Clear Picture of What Should be True. * Note true not done.
- 88. Goal Statement Values: Ease of doing business and Financial Stability. We want to be highly accessible to insureds while minimizing our overhead. Benefit: Insureds make payments online for convenience which consequently reduces Non-Pay Cancellations for us. Damage: Some valid credit cards have been rejected in the public gateway preventing insureds from making online payments. This frustrates insureds and increases our Non-Pay cancellations. Goal: Insureds should able to pay with any valid credit card. If online payment fails, they should be redirected to make a payment through a CSR and reassured that online payments will be restored quickly.
- 89. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 5 Develop Solutions
- 90. Engage the issue
- 91. 1. Fear: Don’t want to feel weak or vulnerable. 2. Urgency: Deal with the problem later. 3. Overwhelmed: Problem seems too large. 4. Insecurity: Worried about failure or image. 5. Politics: Dislike or disagreement. Engagement Can Be Tough
- 92. 1. Just Do It: First step is the hardest. 2. Chunk: Break large projects into small pieces. 3. Proof Of Concept: Learn a little to know a lot. 4. Dates: Give yourself deadlines. 5. Flexibility: Fail early, fail often. Best Advice
- 93. Gather Input Ideas Can Originate Anywhere
- 94. Your team can be an idea factory if they see action. Employees Partners Advisors Forums Customers
- 96. Activity Time!
- 100. Stay Calm Identify the Problem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 6 Measure Results
- 101. Establish Metrics Track Key Indicators
- 120. What Can You Measure?
- 121. Iterate, Iterate, Iterate… Close the Feedback Loop
- 122. Phil Reynolds CEO / Founder BriteCore phil@britecore.com http://www.slideshare.net/PhilReynolds2