Problem Solving, Creativity and Solution Setting
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T4L-21854-Problemsolvingtools.pdf
Problems, Disruptions & Opportunities
21854 – Problem solving, creativity & solution setting
Problem types
• Known problems – Analytical thinking
– Structured processes
• Unknown but with precedence – Critical thinking
– Draw parallels
• Unknown without precedence – Creative thinking
– Risk of solution not working
Known problems - tools
• 5 Why’s
• Root cause analysis
• Process flow charts
• Swim lane diagrams
• Customer journey maps
• Service Blueprints
5 Why’s
Systematic approach
Lucid chart
Cause and effect diagrams
Fishbone diagram example
Process flow charts
• A process flowchart is a graphical representation of a business process through a flowchart.
• It's used as a means of getting a top-down understanding of
– How a process works,
– What steps it consists of,
– What events change outcomes,
– Identifying potential problems
– Identifying where a problem is occuring
Process flow chart symbols
Problems of ineffective process mapping
• Apply process mapping on inappropriate types of processes
• Being unclear about the focus of your process mapping
• Trying to create the “perfect” process maps
• Weakness of cross-party responsibilities
Swim lane diagrams
• Visually distinguishes job sharing responsibilities
– People, roles and functions
– Departments
– Organisations, Supply Chains or service value networks
• Processes and decisions are grouped visually
• One lane represents an entity
Swim lane diagram
Swim lane diagram example
Limitations of swim lane diagrams
Customer journey mapping (CJM)
• Process of visualizing customer experience through the eyes of the customer
• Customer centric operations
• Outside in perspective
• Identify problems and opportunities for improvement or differentiation
Customer journey maps
1. Persona (who) 2. Scenario (what) 3. Phases of the journey 4. Actions 5. Thoughts 6. Emotions 7. Opportunities 8. Internal ownership
Pitfalls and limitations of CJM
Pitfalls
• Selecting the wrong journey map framework
• Applying an organizational view rather than a customer perspective
• Assuming a common journey
Limitations
• Data integration is difficult and time consuming
• Scarcity of skills and resources
• Lack of real-time customer analytics
• Gaps between data and insights
Service blueprints
• Operational planning and problem solving tool
• Visualises relationship between different service components
– People, props and processes
• Visibility (lines of visibility) into the process and potential problems and opportunities for improvement
