Duration 2 days – 14 hours

 

Overview

This practical, workshop-style training equips participants with a structured, repeatable approach to solving workplace problems—from clarifying the issue and analyzing root causes to selecting solutions, implementing actions, and preventing recurrence. Participants learn proven tools (e.g., 5 Whys, Fishbone, Pareto, SMART actions) and apply them through realistic scenarios, group exercises, and case studies aligned to common business and operations challenges.

 

Objectives

• Define problems clearly using facts, scope, impact, and measurable symptoms.
• Distinguish between symptoms, contributing factors, and true root causes.
• Apply structured problem-solving frameworks (e.g., PDCA, A3 thinking).
• Use core analysis tools (5 Whys, Fishbone/Ishikawa, Pareto, basic data checks).
• Generate solution options and evaluate them using cost-risk-impact criteria.
• Create clear action plans with ownership, timelines, and success measures.
• Communicate findings and recommendations using a concise problem story.
• Implement follow-through and prevention controls to avoid recurrence.

 

Target Audience

• Team leads, supervisors, and managers
• Operations, customer service, service desk, and support teams
• Quality, process improvement, and compliance personnel
• Project team members and cross-functional problem-solving teams
• Any employee involved in resolving incidents, defects, delays, or recurring issues

  

Prerequisites

• No technical prerequisite required
• Recommended: familiarity with your team’s processes and common work issues
• Participants should bring 1–2 real workplace problems (optional but ideal)

 

Course Outline

Day 1 — Foundations + Root Cause Analysis

Module 1: Problem Solving Mindset & Principles

• What effective problem solving looks like in the workplace
• Reactive vs proactive problem solving
• Common pitfalls: assumptions, bias, jumping to solutions, blame culture
• Roles and collaboration in solving problems

Module 2: Problem Definition & Scoping

• Problem vs symptom vs cause
• Writing a strong problem statement (what/where/when/how big)
• Setting boundaries: scope, constraints, stakeholders
• Defining success criteria and measurable outcomes

Module 3: Evidence & Basic Data Analysis

• What data to collect and how to validate it
• Identifying patterns: frequency, trends, segments
• Simple visual tools (check sheets, basic charts)
• Establishing baselines and targets

Module 4: Root Cause Analysis Tools

• 5 Whys (how to do it properly)
• Fishbone/Ishikawa (structured cause brainstorming)
• Pareto analysis (focus on the vital few)
• Cause verification: proving vs guessing root causes

Module 5: Hands-On Workshop (RCA Practice)

• Group case study: define → analyze → identify root cause
• Build a Fishbone + 5 Whys chain
• Present findings and receive feedback

 

Day 2 — Solutioning, Implementation, and Prevention

Module 6: Solution Generation & Decision-Making

• Generating solution options (short-term vs long-term fixes)
• Selecting solutions using feasibility-impact-risk criteria
• Quick prioritization/scoring approach
• Cost vs benefit thinking (practical, not finance-heavy)

Module 7: Action Planning & Execution

• Turning solutions into steps: owners, deadlines, dependencies
• SMART actions and clear accountability
• Managing risks and barriers
• Communication and stakeholder alignment

Module 8: Monitoring Results & Continuous Improvement (PDCA)

• Implement–check–adjust cycle
• KPIs and follow-up cadence
• What to do when results don’t improve
• Documenting learnings

Module 9: Prevention & Control (Stop Recurrence)

• Corrective vs preventive actions
• Standardization: SOP updates, checklists, controls
• Training and handoffs
• Basic mistake-proofing concepts (where applicable)

 Module 10: Capstone Exercise (End-to-End Problem Story)

• Participants work a problem end-to-end
• Final output: a concise “problem story” / A3-lite presentation
• Peer review + facilitator coaching