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Problem Solving
This document provides a six-step process for solving technology problems: 1) Stay calm, 2) Identify the problem, 3) Understand the problem, 4) Define your goal, 5) Develop solutions, and 6) Measure results. Each step is explained in detail with tips for effective problem solving such as communicating openly, considering different perspectives, and establishing metrics to track progress. The overall message is that following a consistent problem solving process can help achieve positive technology outcomes by focusing on understanding the problem fully before developing solutions and ensuring changes lead to the desired results.
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Problem Solving
- 1. Problem Solving For Technology PhilReynolds CEO / Founder BriteCore
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- 3. Ever Felt LikeThis?
- 4. Or This? Suit Guy’s Fault! SweaterGuy’s Fault!
- 5. “I feel likeI bought a Ferrari but I can’t roll the windows up and down.” - Anonymous Client
- 6. Technology issues areso complex.
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- 10. Planning greatly reduceserrors.
- 11. You will stillencounter hurdles.
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- 15. 1. There isno answer… you have to find it. 2. Solutions are very technical. 3. Sometimes you won’t like your options. 4. Requires mental flexibility. 5. Processes require discipline. Problem Solving Isn’t Easy!
- 16. You can achieve consistentpositive technology outcomes by following a consistent process.
- 17. 1. Stay Calm 2.Identify the Problem 3. Understand the Problem 4. Define Your Goal 5. Develop Solutions 6. Measure Results Problem Solving Blueprint
- 18. Stay Calm Identify theProblem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 1 Stay Calm
- 19. 1. Identify theProblem Don’t Panic.
- 20. Great way toteach yourself how to stay calm is to understand the human brain and recognize symptoms of stress and anxiety.
- 21. Amygdala Sends Alarm TriggeringFight or Flight Response
- 22. 1. Pituitary GladReleases ACTH 2. Adrenal Gland Releases Epinephrine 3. Chemical Messengers Release Cortisol Panic Response Fight or Flight!
- 23. 1. Increased BloodPressure and Blood Sugar 2. Spike in Heart Rate 3. Burst of Energy 4. Muscle Tension Panic Response Fight or Flight!
- 24. Problem in 25,000BCE Chased by Mastodon
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- 28. It’s Normal toFeel this Way.
- 29. To work with people,you need teamwork and cooperation.
- 30. Panic divides people andleads to faulty decisions.
- 31. Effects Panic 1. SuppressesPre Frontal Cortex, Inhibiting Rationality • Emotional Outbursts 2. Reduces our Ability to Make Decisions • Analysis Paralysis or Self-Destructive Behavior 3. Hyper Awareness of Threat-Related Information • Exaggeration and Paranoia 4. Negative Bias Toward Ambiguous Stimuli • False Conclusions and Red Herrings
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- 34. Stay Calm Identify theProblem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 2 Identify the Problem
- 35. To solve a problem,you first have to see it.
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- 41. • Premium Written •Premium Earned • Losses Incurred • Losses Paid • Premium Growth • Application Volume • Expense Ratio • Processing Time Per Policy • Underwriter Productivity • Customer Satisfaction • Time to Closed Claim • Time to Complete Quote • Time to Adopt Initiatives • Data Correlations Traditional Innovative
- 42. Signal to NoiseRatio
- 43. Too many inputsis the same as no input.
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- 51. Can’t See theForrest for the Trees.
- 52. Can’t See theTrees for the Forrest.
- 53. Some problems can onlybeen seen through a microscope
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- 55. • Narrow • Procedural •Specific Micro Macro • Broad • Visionary • Aggregate
- 56. Micro and MacroDepend on each other and are equally important. Pay Attention to Both!
- 57. Stay Calm Identify theProblem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 3 Understand the Problem
- 58. Educate yourself onthe topic
- 62. Communicate Openly and Honestly Understandthe Problem
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- 66. 1. Honest: Saywhat you mean. 2. Thoughtful: Choose your words wisely. 3. Clear: Use common vocabulary and concepts. 4. Focused: Stay on message and on task. 5. Non-Violent: NVC is a great technique. Characteristics Of Effective Communication
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- 68. Perspective & Context Understandthe Problem
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- 74. 1. Diverse: Considerdifferent viewpoints. 2. Thoughtful: Respect and reflect on options. 3. Neutral: Don’t assume intent. 4. Balanced: Tone is contagious. 5. Informed: Knowable questions answered. Characteristics Of Healthy Perspective
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- 76. What is theroot cause?
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- 78. Case Study “Approval OverAvailability.”
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- 81. All failures are processfailures.
- 82. Stay Calm Identify theProblem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 4 Define Your Goal
- 83. Values What do wecare about?
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- 85. Benefit What benefits arewe trying to protect?
- 86. Damage How Does ThisIssue Harm Benefits?
- 87. Goal Clear Picture ofWhat Should be True. * Note true not done.
- 88. Goal Statement Values: Easeof doing business and Financial Stability. We want to be highly accessible to insureds while minimizing our overhead. Benefit: Insureds make payments online for convenience which consequently reduces Non-Pay Cancellations for us. Damage: Some valid credit cards have been rejected in the public gateway preventing insureds from making online payments. This frustrates insureds and increases our Non-Pay cancellations. Goal: Insureds should able to pay with any valid credit card. If online payment fails, they should be redirected to make a payment through a CSR and reassured that online payments will be restored quickly.
- 89. Stay Calm Identify theProblem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 5 Develop Solutions
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- 91. 1. Fear: Don’twant to feel weak or vulnerable. 2. Urgency: Deal with the problem later. 3. Overwhelmed: Problem seems too large. 4. Insecurity: Worried about failure or image. 5. Politics: Dislike or disagreement. Engagement Can Be Tough
- 92. 1. Just DoIt: First step is the hardest. 2. Chunk: Break large projects into small pieces. 3. Proof Of Concept: Learn a little to know a lot. 4. Dates: Give yourself deadlines. 5. Flexibility: Fail early, fail often. Best Advice
- 93. Gather Input Ideas CanOriginate Anywhere
- 94. Your team canbe an idea factory if they see action. Employees Partners Advisors Forums Customers
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- 100. Stay Calm Identify theProblem Understand the Problem Define Your Goal Develop Solutions Measure Results Step 6 Measure Results
- 101. Establish Metrics Track KeyIndicators
- 120. What Can YouMeasure?
- 121. Iterate, Iterate, Iterate… Closethe Feedback Loop
- 122. Phil Reynolds CEO /Founder BriteCore phil@britecore.com http://www.slideshare.net/PhilReynolds2