zen and the science of problem solving -...
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Zen and the Science
of Problem Solving
Richard Shainin
Executive Vice Presidentwww.Shainin.com
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Copyright © 2015, Red X Holdings LLC, a Shainin Company.
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Zen
Zen is contemplation.
It is enlightenment achieved through meditation.
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Structured Problem Solving
Lean Management:
Is a (production) practice that considers the expenditure of resources for any goal other than
the creation of value for the end customer as wasteful, and thus a target for elimination. 1)
Principles for Lean Management 2) :
1) www.wikipedia.com2) www.tqm.com
Continuous Improvement
Eliminate Waste
Customer Orientated
Avo
id F
ail
ure
s
Syn
ch
ron
ize
Pro
cesses
Level
ou
t
Pro
du
cti
on
Sta
nd
ard
ize
Pro
cesses
Imp
rove
Pro
du
cti
on
En
ab
le
Em
plo
yees
Definition Lean Management
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Knowledge ≠ Understanding
Backwards Brain Bicycle
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Challenges in Problem Solving
Performance Gap Rationale:
Ignore
Problem
Address
Problem
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Challenges in Problem Solving
Juran’s Trivial Many
… no impact on end user.
… minimal contribution to waste.
… impacting arbitrary internal metrics.
Problems that should be ignored
Historical disasters…
… O ring burn through on space shuttle rockets (Challenger).
… Foam collision with protective heat shield tiles (Columbia).
… Packaging of sub-prime loans into equities with perceived low risk.
Problems that should not have been ignored
Problems that should not be ignored
Disasters waiting to happen…
… America’s failing infrastructure.
… Banks that are too big to fail.
… Internet security.
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Challenges in Problem Solving
Performance Gap
Small Impact
Unpleasant
Delayed Impact
Political Consequences
Rationale:
Ignore
Problem
Address
Problem
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Challenges in Problem Solving
Performance Gap
Long Term Impact
Rationale:
Ignore
Problem
Address
Problem
Deploy
Workaround
Improve
System
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Challenges in Problem Solving
A workaround is a bypass of a recognized
problem in a system. A workaround is typically a
temporary fix that implies that a genuine solution to
the problem is needed. Workarounds are frequently
as creative as true solutions, involving outside the box
thinking in their creation. *
Using Workarounds
*) www.Wikipedia.com
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Challenges in Problem Solving
Performance Gap
Long Term Impact
Rationale:
Ignore
Problem
Address
Problem
Deploy
Workaround
Improve
System
Expedient
No Control Over System
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Challenges in Problem Solving
Pro: Temporary workarounds …
… buy time to find hidden root causes to eventually improve the system.
… demonstrate resourcefulness and an organizational commitment to
“doing whatever it takes” to meet a goal.
… put us back in control in spite of the obstacles that life puts in our way.
Cautions: Workarounds to systems you control…
… add waste.
… should be temporary while a system improvement is developed.
… might encourage starting problem solving at the solution stage rather than
finding root cause
Using Workarounds
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Challenges in Problem Solving
Performance Gap
Long Term Impact
Rationale:
Ignore
Problem
Address
Problem
Deploy
Workaround
Improve
System
Expedient
No Control Over System
One Time
Event
Temporary
Fix
Ongoing
Change
Workarounds increase
waste.
They avoid the
consequences
associated with the
original problem.
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Challenges in Problem Solving
Performance Gap
Long Term Impact
Rationale:
Ignore
Problem
Address
Problem
Deploy
Workaround
Improve
System
Reduce Waste
Find
Root Cause
Redesign
System
Add Functionality
Retarget Performance
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Challenges in Problem Solving
Design Change Process Change
Decrease the variationShift the distribution
Failures
Performance Distribution
Failures
Performance Distribution
Design changes are sometimes accompanied by negative side effects:
Higher costs
Need to revalidate
New failure modes
No assurance that original problem is truly solved
Change the System
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Challenges in Problem Solving
When to use Shainin Problem Solving
Failures
Performance Distribution
Failures
Performance Distribution
Causes are not intuitively obvious.
Understanding how to do this is more difficult than just shifting
the entire distribution.
Understand what is driving
this difference
Design Change Process Change
Decrease the variationConventional approach:
shift the variation
Change the System
Shift the distribution
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Challenges in Problem Solving
Performance Gap
Diagnose Problem
Source
Rationale:
Redesign
System
Find
Root Cause
What’s
Wrong?
How’s This
Work?
What’s
Different
Quick Fix Explore Known
and Suspect
Factors
Find Hidden
Causes
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What’s
wrong?
How’s this work?
What’s different?
Technical
Problem
Permanent problem elimination
Situational fix of the current
Issue
Iterative elimination of
contributing factors
Understanding
the failure
Structured Problem Solving
Understanding
the system
Overview Approaches
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What’s
wrong?
Brainstorming based
approach
Technical
Problem
Structured Problem Solving
Pro
ble
m “
Gre
en
Y“
Ro
ot
Cau
se “
Red
X“
If the problem is “really known” the
duration can be very fast.
Expert Judgment
8D*
„know“ what
the root
cause is
Did it
work?
*) if not combined with other methodology
Overview Approaches
There is a very high risk that this
approach turns into “trial and error”
the duration can get very long.
What’s different?
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We are looking at relationships that we
already know.
Can get very complex.
Duration gets very long when complexity
rises. Testing all is no option.
Risk of crossing out the potential causes
because they are “in specification”.
Risk of applying many changes without
knowing which is the right one.
Ro
ot
Cau
se “
Red
X“
What’s
wrong?
How’s this work?
Technical
Problem
Structured Problem Solving
Pro
ble
m “
Gre
en
Y“
Root Cause successfully found *
*) only possible, if root cause was on the list
DMAIC (Six Sigma)
Overview Approaches
What’s different?
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What’s
wrong?
Brainstorming based
approach
What’s different?
Technical
Problem
Structured Problem Solving
Pro
ble
m “
Gre
en
Y“
Ro
ot
Cau
se “
Red
X“
As soon as we have BOBs and
WOWs we know that the Red X is
captured.
The duration is moderate.
FACTUAL has the highest likelihood
that the problem will be completely
solved.
FACTUAL (Shainin)
Overview Approaches
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Experience
Based
Approach
Brainstorming Based
Approach
Contrast Based Approach
Technical
Problem
Structured Problem Solving
Pro
ble
m “
Gre
en
Y”
Ro
ot
Cau
se “
Red
X”
„know“ what
the root
cause is
Did it
work?
Root Cause successfully found *
*) only possible, if root cause was on the list
Overview Approaches
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Passion for Finding Hidden Causes
When complex systems fail to meet expectations there are often
hidden causes at work. Uncovering those hidden causes is essential
for developing sustainable solutions.
Is your problem simple or complex?
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1. Investigate
2. Confirm
3. Solve
Three Phases
Solving Complex Problems
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Structured Problem Solving
Complexity of a System
Effort
for
Solv
ing t
he P
roble
m
Experience Based
Approach
Effort for Different Approaches
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Structured Problem Solving
complex systems
Contrast Based Brainstorming Based
Experience Based
known causes
fixes that can be tested easily
simple
systems
process based
problems
fast solution is
needed
results can only be
seen after long time
fixes are expensive
experience
based did not
work at the
1st shot
many things are not
as they should be
it does not matter when we fail
limited parts
available
lots of parts
available
Methodology Selection
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Challenges in Problem Solving
Why engineers are comfortable with making design changes
to fix problems.
Risk of
Unknown
Difficulty to Understand
Cause/Effect
Design
Change
Approach
Causal
Understanding
of Variation
ApproachLow
High
Low High
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Sponsoring Projects
Results
Strong
Low cost of quality.
Successful product launches.
High throughput.
High customer loyalty.
Frequent product and process changes.
Culture of excuses:
–Perception that defects are inherent in process.
–Lots of activity, inconsistent results.
Unhappy customers.
Problems contained.
Plateau reached, as low hanging fruit is picked clean.
Customer focus, but uneven results.
Solutions are found but not implemented.
Projects drag on.
Personnel turnover is high.
Customers are frustrated.
Weak
EffectiveIneffective
Low cost of quality.
Successful product launches.
High throughput.
High customer loyalty.
Problems contained.
Plateau reached, as low hanging fruit is picked clean.
Customer focus, but uneven results.
Solutions are found but not implemented.
Projects drag on.
Personnel turnover is high.
Customers are frustrated.
Frequent product and process changes.
Culture of excuses:
–Perception that defects are inherent in process.
–Lots of activity, inconsistent results.
Unhappy customers.
L
E
A
D
E
R
S
H
I
P
Problem Solving Methods
Low cost of quality.
Successful product launches.
High throughput.
High customer loyalty.
Problems contained.
Plateau reached, as low hanging fruit is picked clean.
Customer focus, but uneven results.
Solutions are found but not implemented.
Projects drag on.
Personnel turnover is high.
Customers are frustrated.
Frequent product and process changes.
Culture of excuses:
–Perception that defects are inherent in process.
–Lots of activity, inconsistent results.
Unhappy customers.
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Sponsoring Projects
Ineffective
Methods
Response
LEAN
WASTE
Effective
Methods
Program
Effectiveness
High
Low
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Zen and the Science
of Problem Solving
Richard Shainin
Executive Vice Presidentwww.Shainin.com