Develop problem solving capability

MSS408007 Develop problem solving capability of an organisation

This unit is about developing an individual's problem-solving skills within an organisation, and consequently the whole organization's problem solving capability. The unit does not supply the skills to do formal problem solving on individual problems.

This unit is intended for organisation leaders/managers and people with a similar sphere of influence and scope of authority and responsibility. It applies where problem solving is already routine in the organisation and improving individual and organisational problem solving capability has been accepted as part of the organisation’s improvement processes.

The unit applies to individuals who are already familiar with formal problem solving processes, and may also be applied to service organisations applying competitive systems and practices principles.

 

How you will be assessed

You will be assessed through:

 

Practical

  1. You will be assessed holistically in the workplace, based on a review of processes used.
  2. You will need access to all tools, equipment, materials and documentation required, including relevant workplace procedures and specifications associated with this unit.
  3. For RPL students, "currency" means performed in the last twelve months

You need to show that you have done all the following:

  1. analysed and improved the problem finding capabilities of your organisation
  2. set key performance indicators (KPIs) for organisation problem solving
  3. done an ongoing review of systems and processes relevant to problem solving
  4. increased problem solving capability by identifying appropriate strategies.
  5. used language, literacy and numberacy skills appropriate to this qualificaiton.

It is recommended that this be submitted as a portfolio, preferably of workplace documents. In some cases, however, interview evidence in the workplace may be appropriate.

You will need access to any relevant equipment, including one or more of the following: measuring and diagnostic equipment, data processing equipment, materials (e.g. raw materials, components, work in progress, other consumables, paper and forms in electronic or hard format), appropriately skilled people as employees.

 

 

Interview/assignment questions

  1. What is the purpose of competitive systems and practices?
  2. Explain the core principles of competitive systems and practices.
  3. Explain the role of competitive systems and practices in your organization.
  4. What is the difference between competitive systems and practices at strategic and tools levels?
  5. Explain the methodologies for problem solving in your industry.
  6. What is your organisation overall strategy and vision?
  7. What is the value stream and value as defined by your organisation’s customers?
  8. What are your methods for tracking corrective actions? How effective are they?

Note: Your assessor may also ask you a variety of what if questions.

 

Detailed requirements

1. Develop an appropriate organisational framework

  1. Determine or review available problem finding strategies in the organisation.
  2. Analyse the current selection and application of problem solving tools and gauge effectiveness.
  3. Determine preferred problem solving strategies for the organisation.
  4. Determine or review the desired outcomes from use of selected problem solving strategies.
  5. Review organisational structure to facilitate improvement in problem solving. This includes includes your plans to improve the problem solving performance of personnel and or staff roles and responsibilities for solving problems.
  6. Develop a training strategy to improve problem solving ability.
  7. Develop reporting framework and guidelines.
  8. Develop corrective action identification and tracking systems.
  9. Obtain support from relevant process/system owners for proposed changes.

 

2. Uses problem finding strategies to identify:

  1. Problems before they become obvious or cause significant non-conformance or risk
  2. Situations not initially considered a problem but which may be hindering greater performance
  3. Strategies for finding opportunities for improvement.

 

3. Develops one or more of the following kinds of effective solutions:

  1. Prevent recurrence
  2. Be within the control/ability of the organisation to implement
  3. Meet organisation goals and objectives.

 

4. Improve problem solving ability

  1. Implement training strategy.
  2. Ensure problem solving occurs using groups or teams.
  3. Provide resources to ensure problem solving occurs.
  4. Confirm with teams and groups that training and resources deliver capability to solve complex problems.
  5. Monitor problem solving to determine if improvement in developing problem solving solutions is achieved.
  6. Provide resources to ensure solutions are implemented.
  7. Ensure reporting and corrective action tracking occurs.

 

5. Review problem solving effectiveness

  1. Review your tracking of corrective action.
  2. Determine benefit/cost from solutions.
  3. Analyse interactions of multiple problems with each other and the organisation.
  4. Review problem solving strategy.
  5. Make improvements to problem solving strategy and approach.

 

Definitions

"Competitive systems and practices" usually covers the processes of review and improvement in cost, quality, delivery, safety/environment, and employee capability. They can include one or more of the following specific approaches:

  1. kaizen continuous improvement
  2. lean operations
  3. agile operations
  4. preventative and predictive maintenance approaches
  5. statistical process control systems, including six sigma and three sigma
  6. Just in Time (JIT), kanban and other pull-related operations control systems
  7. supply, value, and demand chain monitoring and analysis
  8. 5S
  9. breakthrough improvement (kaizen blitz)
  10. cause/effect diagrams
  11. overall equipment effectiveness (OEE)
  12. takt time
  13. process mapping
  14. problem solving
  15. run charts
  16. standard procedures
  17. current reality tree.

"Complex problem" includes one or more of: