Technical PM-competences (Subject) / 1.08 Problem Resolution (Lesson)

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• Definition of the word "problem" A complicated, unsolved task, a question that is hard to answer, a complicated question.
• Problem types in projects method problems, realization problems, organizational problems, content probelms, decision probelms, personnel probelms, behaviour problems, and team problems.
• What are the phases of the problem solving process? Clarification phase, solution phase and implementation phase.The knowledge surrounding problem solving procresses is relevant in all phases of a project. Most of all in the initialisation phase.
• What are the roles in a problem solving process (problem roles)? Problem owner: The person who has the problem. He/She also has certain criteria as to what a good or allowed solution could be. Facilitator: The person that facilitates the problem solving process. Problem solving team: The team that tries to solve the problem along the facilitated problem solving process.
• Necessary steps during the problem clarification phase Define goals (objectives and conditions of operation must be established - process participants, objectives, cancellation criteria, investment (time and money) IS-analysis: All components of the IS-situation that might influence the solution must be analyzed. Describe the problem: The problem must be described as neutrally as possible and, if appleciable, from different points of view. Describe the cause: The probable problem causes must be determined. (Problems often have other root causes than initially assumed).
• Necessary steps during the problem solution phase Work out solutions: All possible variants of solutions should be identified. Evaluate solutions: Comparing solutions in pairs by conducting a benefit analysis. Choose solution: The most promising solution is to be chosen.
• Necessary steps during the implementation phase of the problem solving process? Create a plan of action: The plan of action includes the solutions in the course of the project. Execution of the solution: The identified solution is implemented. Should/ Is comparison: At a given time, an examination of the efficacy of the chosen method and whether it achieved its desired effect has to be conducted. If applicable, further measures are to be initiated.
• Problem solving techniques Flow diagram Quality control chart Error summary list Cause-effect diagram Continous imporvement process or PDCA cycle Pareto diagram
• Pareto diagram The pareto diagram is a graphical overview of the process problems, in ranking order of the most frequent, dow to the least frequent, in descenting order from left to right. Thus, the Pareto diagram illustrates the frequency of fault types. Using a Pareto, you can decide which fault is the most serious or most frequent offender.
• What is a cause-effect diagram (also fishbone or Ishikawa diagram)? The cause-effect diagram (also fishbone or Ishikawa diagram) is structured break down of the problem into root causes, according to the 5Ms: men, machines, material, methods and meassurements and displayed in a fishbone diagram.

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