Problem Symptom Reduction Technique Identify the real problems - - PowerPoint PPT Presentation
Aristotelian Problem Symptom Reduction Technique Identify the real problems MAY 15, 2019 Business Solutions Specialist Technical Analyst Business Analyst Business Architect eliciting information root cause analysis problem
Identify the real problems
MAY 15, 2019
VSP Vision Care Business Architect Business Solutions Specialist Technical Analyst Business Analyst Business Architect eliciting information root cause analysis problem definition business needs identification requirements decomposition process mapping large, complex, cross organization initiatives waterfall and agile project methods
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Aristotelian Problem Technique
▪ Understand business need vs. business problem ▪ Ability to identify problems from symptoms and solutions using the Aristotelian Problem Symptom Reduction Technique
“There are heroisms all round us waiting to be done.”
― Sherlock Holmes
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○ Performed by a person ○ Supported by a practice ○ Grounded in reality ○ Aligned to the future ○ Strategic, tactical, operational
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Business Analysis
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“presume nothing” ― Sherlock Holmes
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Business Goals and Objectives
➔ Goals - long term and often qualitative ➔ Objectives - more granular and objectively measurable
Business Opportunity
so that a solution can be proposed, the need that must be
Desired Outcome
resulting from meeting the business need.
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All of these elements wrapped together define the business need.
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Non-profit org
Need to provide daily clean drinking water for family needs where rain water is not effectively captured, stored, and distributed
Machine shop
Need new lubricant for my machines that keep breaking down so I can remain competitive
Sales org
Need increased sales because they have been down 3 years in a row
Identify and define why a change to an organizational system or capabilities is required
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Root cause analysis (RCA) is a problem-solving method which is used to pinpoint the exact cause of a problem or event. The root cause is the actual cause of a specific problem or set of problems, and when that cause is removed, it prevents the final undesirable effect from occurring.
○ Don't jump into creating solutions ○ Understand, specify and prioritize problems first ○ To generate viable solutions, you must have a solid understanding of what's causing the problem ○ Deals with the real problems – not symptoms ○ Problems describe the condition that prevents a need from being met ○ Problems are focused on facts
“It is of the highest importance in the art of detection to be able to recognize, out of a number of facts, which are incidental and which vital. Otherwise your energy and attention must be dissipated instead of being concentrated.” ― Sherlock Holmes
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“We approached the case, you remember, with an absolutely blank mind, which is always an advantage. We had formed no theories. We were simply there to observe and to draw inferences from our observations.”
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sentence, gathered from stakeholders.
anything about it? If not, consider it “out of scope”.
(different) solutions? If you can only tin of 1 solution, then the item is likely a requirement. Rewrite as a requirement.
would any other item “go away”? If yes, those are symptoms. (compare 1 to 2, then 1 to 3…if one if fixed will 2 go away?) Anything left that not a requirement and not symptom is then considered the “real” problem.
“If I were given one hour to save the planet, I would spend 59 minutes defining the problem and 1 minute resolving it."
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1 2 3 4 5 6 7 8 9
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1 2 3 4 5 6 7 8 9
solution, then the item is likely a requirement. Rewrite as a requirement.
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1 2 3 4 5 6 7 8 9
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1 2 3 4 5 6 7 8 9 Anything left that not a requirement and not symptom is then considered the “real” problem.
“When you have eliminated all which is impossible, then whatever remains, however improbable, must be the truth.” ― Sherlock Holmes
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Write all the problems as complete sentences with as much detail necessary. Group them with observable systems from the exercise.
Water
and difficult to carry in rural rugged terrain
Lubricant
used the way I need them to be used
Sales
product to the marketplace in three years
Non-profit org
Need to provide daily clean drinking water for family needs where rain water is not effectively captured, stored, and distributed
Machine shop
Need new lubricant for my machines that keep breaking down so I can remain completive
Sales org
Need increased sales because they have been down 3 years in a row
"You know my methods. Apply them."
― Sherlock Holmes
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BACKGROUND High in the mountains of Colorado, a difficult pass has been eliminated by constructing a tunnel under the continental divide, the Eisenhower Tunnel. At almost two miles long, the engineering team identified a risk of disaster in the tunnel if the backup lighted failed so signs were placed in the from of the tunnel which read “Tunnel Ahead – Turn on Lights”. The tunnel opened and all was good. EXCEPT.... People would often stop in the town of Silverthorne after passing through the tunnel, and after dining or other activities, they would return to their cal and find dead batteries. Garages, police and everyone was spending restarting cars. Jumper cables were in show supply and so were patience. The town council lamented “Something must be done!”. Silverthorne Town Council ○ Need to reduce the number of cars stopping in town that end up with dead batteries so our businesses and police can focus on supporting the services and safety in the town
# Problem Statements OOS Req Sym 1 There are not enough jumper cables 2 Car batteries die 3 People cannot see in the dark 4 People forget to turn off their lights 5 There is no sign to tell drivers to turn off their lights 6 The police are wasting their time helping travelers get their car started 7 All cars don’t turn off their lights automatically 8 The tunnel is dark even in the daylight 9 Travelers are upset when their car won’t start and they have to wait 10 Loss of business due to full parking lots
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4 step process
1. Create a number list of potential problem statements as a sentence, gathered from stakeholders. 2. For each item on the list, can anyone involved in the effort do anything about it? If not, consider it “out of scope”. 3. For each item on the reduced list, can anyone identify multiple (different) solutions? If you can only tin of 1 solution, then the item is likely a
requirement. 4. For each remaining item on the list, assuming it could be solved, would any
3…if one if fixed will 2 go away?) Anything left that not a requirement and not symptom is then considered the “real” problem.
Members
business
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What needs can you think of for us to use as a use case?
# Problem Statements OOS Req Sym 1 2 3 4 5 6 7 8 9 10 11 12 13 14
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4 step process
1. Create a number list of potential problem statements as a sentence, gathered from stakeholders. 2. For each item on the list, can anyone involved in the effort do anything about it? If not, consider it “out of scope”. 3. For each item on the reduced list, can anyone identify multiple (different) solutions? If you can only tin of 1 solution, then the item is likely a
requirement. 4. For each remaining item on the list, assuming it could be solved, would any
3…if one if fixed will 2 go away?) Anything left that not a requirement and not symptom is then considered the “real” problem.
Need:
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“It is a capital mistake to theorize before
twist facts to suit theories, instead of theories to suit facts.” ― Sherlock Holmes
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Problems Become Scope Scope Can Be Prioritized Priorities Get Requirements Requirements Drive Solution Design Present Problems... ...Design Solutions
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"Nothing clears up a case so much as stating it to another person."
― Sherlock Holmes
“My name is Sherlock Holmes. It is my business to know what other people do not know.”
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▪ Understand business need
▪ Ability to identify problems from symptoms and solutions using the Aristotelian Problem Symptom Reduction Technique
Jennifer Abbott jennab@vsp.com www.linkedin.com/in/jennifer-abbott-042
From Sherlock to BABOK
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All things business analysis
Analysis lessons from Sherlock
Example Use Case
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PROBLEMS FOUND:
the marketplace in three years, competitors introducing products with innovative features, no new marketing campaigns in the last two years, rising costs, and production equipment in need of repair and upgrade. Problems lead to Solutions Now that the true problems have been identified, the enterprise can now initiate separate projects to find solutions for the problem(s)
SOLUTIONIZERS The team assigned the “sales techniques problem” topic can determine if they need to hire younger salespeople, provide sales training on newer techniques, provide better sales support, or implement a new Customer Relationship Management (CRM) system. In our sales problem example above, the organization may have identified slumping sales for three years...however without proper problem statement identification the business team may decide to simply hire more salespeople to increase sales. And without proper root cause analysis, they may hire older salespeople, just like the rest of the sales force they have. The business would be dissatisfied and need would remain unmet because none of the true root cause problems were resolved when the team jumped to the solution with identifying the true problems needing addressed.