The Lean East team trains and supports many process improvement projects for our clients. The key to process improvement is following a great problem solving process – one that is based on experimentation and learning and ensures your solutions address root cause issues. I was working with a project team recently and saw firsthand the difference between a focus on problems versus solutions in a current state analysis. We’ll summarize our process and then share the example so you can see the difference for yourself.
A3 Problem Solving Process
Lean East teaches and uses a simple A3 Problem Solving Process with the following steps:
The key to the start of the process is obtaining background information and understanding how the current process works. People new to the process struggle to identify problems and not jump to solutions. Here is an example of this issue from a recent client project.
A Current State Analysis from a Lean East Project
A client project team met recently to review some problems identified during a current state review of the process. The current state review is so important to a successful project that the Lean East A3 process doesn’t even have you set project goals until you have shown that you have observed and understand the current methods. DO NOT assume! Go to Gemba and see for yourself.
Look at the difference between these three descriptions of problems:
- One of the quality checks is regularly missed by the operator
- There is variation in who completes the quality check
- We need to install a light to visually signal when there is a quality issue
The first two statements represent facts that should be verifiable with data. We can record data on how often a quality check is missed. We can track who completes the check and how often. This data might lead to more information about the problem, like when the checks are missed and who misses the checks.
The third statement is not a fact or an observation. The third statement is a proposed solution. The solution may or may not be a good one, but what we want in a current state review is a factual description of problems.
Focus on Problems, Not Solutions
Why do people insist on proposing solutions, even in a current state analysis? Because most of us are required to solve problems like this in our daily life.
- I’m running late so I’ll call my daughter and ask her to find another ride home
- This meal tastes bland, so I’ll add salt
- My boss didn’t like my last weekly report, so I’ll schedule more time to complete this one
It is much quicker to respond with a solution. The problem is our quick solution is unlikely to address a root cause problem.
Albert Einstein has a famous quote that is true for any process improvement project.
Moving from Problem Statements to Root Cause
The correct method for A3 Process Improvement is to define all the problems in the current process and use data to understand which ones have the largest impact. Then use the 5 Whys for Root Cause Analysis.
Once you have identified root cause issues, the solutions ae often simple and obvious. By fixing the root cause, they also will not recur. Go to the link above to learn the correct process for moving from problem to solution.
Summary
Do you have an example to share where someone jumped to solution rather than taking the time to understand the problem? Please share your story and also leave your other comments and questions below.
