Step 2: Define Problem
Once all the root cause have been identified from step 1, the next step is to analyse it, particularly its causes and effects. Group members should discuss the potential causes to verify their relevancy, magnitude and impact to the general problem. The best way to do so is to define the problem.
A good problem definition states the current situation and desired situation. When defining problem, the statement should not imply any solutions or causes. The current situation is defined by facts (e.g., sales volume is 25% lower than expected sales volume); and the desired situation, or what we want to happen, is defined as an objective (e.g., expected sales volume is 10,000 units). Both the current situation and desired situation should be stated in clear and concise language, and both be realistic and measurable. For example, " Our turnover rate is over 20%, and we want our turnover rate to be at most 5%". |
In doing this the group must try to avoid letting personal opinions take priority over the facts. “What are the facts?” should be the foremost in the group’s minds. Answers to these questions are helpful in location the facts:
a. What effects indicate that a problem exists? b. How serious are the effects? c. What is causing the problem? d. Are the causes inherent in the problem situation? e. Have previous attempts been made to solve the problem? A primary source of group ineffectiveness is rushing to solutions before defining the problem. Most problems have multiple causes that we should identify, in order to uncover a logically solution. |
Now that the group has identified and established between the current situation and the desired situation, group now proceed to step 3, generating solutions to the current situation, to achieve desired situation. Click step 3 to proceed.