5. DRIVES INNOVATION
The Problems We Face
A problem exists whenever
Find the Root Cause
there is a difference
Brainstorm Possible Solutions
between an actual or
current situation and
Select the Best Possible Solution
a desired future situation.
Identify Unintended Consequences
Test the Solution
Find the Root Cause
Step 1: Find The Root Cause
Brainstorm Possible Solutions
Separate symptoms from the root cause
Guests on the upper floors of a hotel constantly complain that the elevators are slow.
Select the Best Possible Solution
Hotel management made the elevators faster as per industry norms.
Identify Unintended Consequences
Guests still complained.
Test the Solution
What would you do next?
What is the root cause?
Find The Root Cause
Observation Closely observing or monitoring the situation
Seeing and understanding the situation from the perspective of others
Empathy
Interview Gaining information and insight from others
Using questioning techniques to identify the root of a problem
Questioning
Find The Root Cause
The 5 Whys
The 5 Whys is a questions asking method used to explore the cause / effect relationships underlying a particular problem.
Ultimately, the goal of applying the 5 Whys method is to determine a root cause of a the a problem
Why?
Why?
Why?
Why?
Why? The real solution is found here
Find the Root Cause
Step 2: Brainstorm Possible Solutions
Brainstorm Possible Solutions
Tips and hints
• Define the goal (to eliminate the root cause)
Select the Best Possible Solution
• Any idea is a good idea
Identify Unintended Consequences
• Write it down
• Don’t let money, time or resource constrain your thinking
Test the Solution
• Ask yourself: What would you do if you owned the company?
Find the Root Cause
Step 3: Select The Best Possible Solution
Brainstorm Possible Solutions
What you want is not necessarily the perfect solution, since the resources required to implement this may not be available, but the best possible solution under the current conditions.
Select the Best Possible Solution
Stakeholder Satisfaction
Identify Unintended Consequences
Test the Solution
Outcome
Time
Money
Resources
Decision Matrix
An approach to determine which ideas (out of all possible ideas) offers the best possible solution.
Effort
Easy
Difficult
1.
3.
4.
2.
Step 4: Identify Unintended Consequences
Find the Root Cause
Brainstorm Possible Solutions
Think about the unintended consequences. Sometimes one action can create new or additional problems or challenges
Select the Best Possible Solution
Identify Unintended Consequences
Test the Solution
Find the Root Cause
Step 5: Test The Solution
Brainstorm Possible Solutions
Ask yourself these questions?
• How can a pilot be initiated prior to a full scale investment in time, money and resources?
Select the Best Possible Solution
• Does the test-solution resolve the root cause?
Identify Unintended Consequences
• Does the test-solution benefit the hotel and guests?
Test the Solution
• Is the test-solution a long-term fix or short-term bandage?
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