Chapter 2: Problem Solving

This chapter recognizes the need for problem solving in the implementation and sustaining efforts of statistical process control (SPC) throughout the organization. However, because Volume II of this series was entirely devoted to this topic, in this chapter, we are summarizing some of the most common tools and methodologies of problem solving.

OVERVIEW

Problem solving is the lifeblood of SPC. In fact, without a systematic problem-solving methodology, SPC cannot exist. The reason is that the very purpose of SPC is to improve quality, and generally speaking, this means solving problems. It is becoming increasingly recognized that efficient and effective problem solving requires teamwork. Because of its importance, we addressed the issue of teamwork in the first volume of this series. However, some general comments about teamwork are offered here.

Working in teams is not always easy. Good communication is vital . Everyone on a team is there to contribute. Teamwork has to be organized to be effective. It requires a good leader and good tools.

Teamwork requires discipline. The team should strive to work methodically, using sequential problem solving. There are many approaches to problem solving; we have addressed several in Volume II and will summarize again in this chapter some of the principles of the global problem-solving (GPS) process.

In the early stages of this process, the team seeks to define the scope of the problem that it intends to tackle, using brainstorming methods such as cause and effect diagrams (also known as fishbone diagrams or Ishikawa diagrams, after their author) or affinity diagrams.

Another exploratory technique for breaking a problem down into its component parts is the why-why diagram described by Howard Bailie in the December 1985 issue of Quality Progress.

The next step is to prioritize the various factors identified and focus attention on the most important ones. This can be very effectively summarized using the Pareto chart. In the following pages, we will discuss these tools.