08 August 2012
Delta Digital Best Practice Initiatives The BEST approach The 5 steps to problem solving are:
WHAT IS THE IDEAL SITUATION?
Focus on the positive. Be idealistic on how you would like the process to work. What would be new about how you would need to work?
WHAT IS THE CURRENT SITUATION?
Look at the reality of the situation. Consider the big picture.
WHAT ARE THE CAUSES?
What are the problems you are having? Look for the reasons why. What evidence do you have?
WHAT DO YOU NEED TO CHANGE?
Compare the ideal with the reality and identify the differences. What are the changes that need to take place in order to achieve? the ideal situation? Reconsider the big picture.
HOW ARE YOU GOING TO DO IT AND HOW WILL YOU KNOW IT'S EFFECTIVE?
Does everyone affected agree on the solution? How achievable is it within your own area of responsibility? Do you need anyone's support? Do you need to test your solution?
1 The BEST Approach : Focusing on the outcome, not the problem DELTA DIGITAL 0844 818 3959 WWW.DELTADIGITAL.CO.UK
08 August 2012
What is a Quality Circle? A Quality Circle is a team of people who work together or do a similar role, that meet regularly, to look at ways and means of improving their area of the business. It is a completely voluntary activity and has many benefits:
It opens lines of communication It is an opportunity to find constructive solutions It is a process of constant review and improvement It keeps us up to date with current issues It helps us to work "smarter not harder
Quality Circles ‐Basic Guidelines
Meet regularly Provide an agenda Invite guests Use flipcharts Concentrate on Departmental issues Produce minutes Advise your Department Manager Document your successes Make use of presentations
Brainstorming
A technique used to generate a large number of ideas Do not evaluate ‐that should be done later after Brainstorming Everyone participates All ideas are encouraged and recorded No criticism Needs a leader All encourage each other Quantity of ideas wanted Use a flipchart and coloured pens to focus the group's attention No limit to the number of ideas Stop when the group dries up
Mindmapping A method of displaying ideas in a graphical/pictorial format. It is easier to see and understand the whole picture rather than lists.
2 The BEST Approach : Focusing on the outcome, not the problem DELTA DIGITAL 0844 818 3959 WWW.DELTADIGITAL.CO.UK
08 August 2012
Mindmapping enables you to evaluate and categorise items whilst presenting the information in a way that the brain best remembers it. It also allows you to make associations between different categories. People can use Mindmapping when studying for exams, as it is a lot easier to remember one picture than a long list. Unfortunately, making lists is taught in schools and it is therefore difficult for some people to adjust to this new method. It is advisable to Brainstorm a problem and then put the information into categories on the mindmap. This allows you to evaluate. Use coloured pens, as this also helps to improve memory and gives your brain a central focus and structure within which to integrate your knowledge of any subject.
Benefits
Captures significant ideas Helps identify associations between categories Breaks mental blocks Can generate more ideas following the Brainstorm Provides a format for evaluation
Cause and Effect Diagram Sometimes called the Angrialex diagram, a Cause and Effect analysis identifies the possible root causes of a particular problem or situation. The benefits of Cause and Effect are that it:
Breaks down a large problem into manageable portions Helps identify the major categories of causes Concentrates on the root causes of a problem Helps provide an indication of possible solutions
EFFECT
CAUSE
CAUSE
CAUSE
CAUSE
3 The BEST Approach : Focusing on the outcome, not the problem DELTA DIGITAL 0844 818 3959 WWW.DELTADIGITAL.CO.UK
Measurement Why is it important to measure?
To improve existing procedures/processes/performance To see if the service being offered is effective To use as a comparable To use as a benchmark To see the frequency/scale/severity of a problem To set targets To confirm the extent of a problem To use as proof of a problem
What sort of things would you measure?
Processes Customer Satisfaction Service Level Agreements People's ability Objectives Frequency/Trends Productivity Effectiveness of a process or training
How would you measure?
Check sheets Customer Satisfaction Questionnaires Comparison Charts Tally sheets Tracking surveys Use existing statistics Customer feedback Customer surveys Questionnaires Interviews Daily log
4 The BEST Approach : Focusing on the outcome, not the problem DELTA DIGITAL 0844 818 3959 WWW.DELTADIGITAL.CO.UK
08 August 2012
08 August 2012
Comparison Chart A Comparison Chart allows you to assess the respective merits of a number of possible solutions in relation to predetermined criteria. This is often used following a Cause and Effect diagram and Brainstorm. To use a comparison chart determine a number of possible solutions, decide between 4 to 6 selection criteria and rate each option against the others using a 1 ‐5 scale or similar. The benefits of comparison charts are the ease in which they can be used. They are also objective. Cost Time Ease Impact Sub‐total Risk Value Total
Solution 1
Solution 2
Solution 3
Weighting Factor:
1 = BEST
5 =WORST
5 The BEST Approach : Focusing on the outcome, not the problem DELTA DIGITAL 0844 818 3959 WWW.DELTADIGITAL.CO.UK
Solution 4
08 August 2012
Prompt Sheet WHAT SHOULD BE HAPPENING? (IDEAL SITUATION)
Brainstorm/Mindmap for the ideal situation
WHAT IS THE CURRENT SITUATION?
Brainstorm/Mindmap for possible reasons why the current situation exists
WHAT ARE THE CAUSES?
Cause and Effect diagram
WHAT DO YOU NEED TO CHANGE?
Measure (each cause to find the most crucial) Comparison chart to compare solutions
HOW ARE YOU GOING TO DO IT AND .... HOW WILL YOU KNOW IT'S EFFECTIVE?
Brainstorm/Mindmap how you would implement it Measure the results of the implementation to ensure it is effective
6 The BEST Approach : Focusing on the outcome, not the problem DELTA DIGITAL 0844 818 3959 WWW.DELTADIGITAL.CO.UK