Problem Solving Tools

and Techniques
An Introduction
TQM Series Module
Process Review and Improvement Office (PRIO)
DLSU-Manila Information Technology Center
SY2005-2006

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Objective
To teach you how to use Problem
Solving Tools and Techniques
in identifying and solving
quality problems found in an
organization.

Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Things to learn in this module

Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Introduction to
Problem Solving Tools and
Techniques

Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Problems are
Deviations from expected levels.
These expected levels can be generally
referred to as standards.
Deviation may be a drift or deterioration
of a process from standard; or the
standard, since day one, has never been
attained.
Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Structure of a Problem
performance

performance

SHOULD

SHOULD
DEVIATION
CHANGE
performance
ACTUAL

PAST

PRESENT

Typical Deviation resulting from Drift or

Deterioration
Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Structure of a Problem
performance
SHOULD

Some condition required for

achievement of the SHOULD
NEVER HAS EXISTED
DEVIATION

or

performance

NEVER HAS FUNCTIONED

CORRECTLY

ACTUAL
PAST

DAY ONE

PRESENT

Deviation Since Day One

Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Problem-Solving Philosophy
Problems are
Opportunities to Learn and Improve
Best solved NOW
Solved without Blaming
Normal
Best Solved in Groups
No Lone Rangers
Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Problem Solving Tools

These tools provide
objectivity and clarity in
our work by separating
opinions from fact.

Problem Solving Tools and Techniques

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Problem Solving Tools

Each tool has a specific
application that will guide us
in analyzing quality and in
explaining our quality
analysis to others.

Problem Solving Tools and Techniques

10

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

Problem Solving Tools

Brainstorming
Affinity Diagram
Cause and Effect Diagram
Check Sheets
Control Charts
Flowchart
Histograms
Pareto Diagrams
Problem Solving Tools and Techniques

11

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

PDCA Cycle
Introduced by Walter A.
Shewhart in 1930

1891 - 1993
1900
1967

Promoted by W.
Edwards Deming as a
primary means to
obtain CPI
Problem Solving Tools and Techniques

12

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

What is P.D.C.A. Cycle?

LAN
Plan carefully what is to be done.
Problem Solving Tools and Techniques

13

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

What is P.D.C.A. Cycle?

0
Carry out the plan (Do it).
Problem Solving Tools and Techniques

14

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

What is P.D.C.A. Cycle?

heck
Check the results.
Problem Solving Tools and Techniques

15

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

What is P.D.C.A. Cycle?

ct
Act on the results .
Problem Solving Tools and Techniques

16

Process
Process Review
Review and
and Improvement
Improvement Office
Office (PRIO)
(PRIO)

P.D.C.A. Cycle Framework

Phase1: Identify the
opportunity

Phase7: Plan for the

future

Phase2: Analyze the

process

Phase6: Standardize
the solution

Phase3: Develop
the optimal
solution(s)

Phase5: Study the

results

Phase4: Implement
solutions

Problem Solving Tools and Techniques

17

All PRIO TQM Series Modules may be availed

through the DLSU-Manila Information
Technology Center
The Process Review and Improvement Office may be
reached at 524-46-11 loc 317 or 526-42-42
Look for Mr. Joel G. Kisteria and/or Ms. Janet O. Chua

Please visit our website!!

http://quality.dlsu.edu.ph

Problem Solving Tools and Techniques

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