Practical Problem Solving

Workbook
PPS Overview
An overview of the 8 steps to Practical Problem Solving.

A workbook intended to accompany the Facilitator’s Guides for this course. This guide includes the Key Points from
the video, discussion items, quiz questions, and helpful tips. Using Gemba Academy’s online learning content, any
participant can use this workbook to facilitate learning in all courses.

July 2017
 PPS Overview
Review

What is a Problem?
• A problem can be defined as any deviation from the _______________, a gap between actual
and desired conditions, or an _______________ customer need.
• There are three main types of problems:
1. Standard not achieved.
2. Standard achieved, but a higher standard is required.
3. Performance to the standard varies, or is not consistently achieved.

Why Practical Problem Solving?

• PPS allows organizations to have a common understanding and _______________ of what a
problem is.
• It also removes time lost in debate and discussion, so organizations can focus on things that
really matter.
• It ensures problems don’t reoccur.

The PDCA Cycle

• PDCA stands for Plan, Do, Check, Act.
• The Plan step is especially important, since failing to plan properly results in
_______________ resolution times. When an organization takes time to plan, they can solve
their problems much faster.

Problem Solving Approaches

• Just Do It: for small problems that may not require much time or resources to solve, sometimes
just fixing them and moving on is the best solution.
• 8 Disciplines: Ford Motor Company uses 8 disciplines to tackle engineering problems. These
are not the 8 steps of PPS, but share some similarities.

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 PPS Overview
• DMAIC: A Six Sigma methodology, DMAIC stands for Define, Measure, Analyze, Improve, and
Control.

The 8 Steps to Practical Problem Solving

1. _______________ the Problem: clearly describe the current situation while going to
investigate the problem with our own eyes. Also try to contain the problem so it doesn’t affect
the customer.
2. ______________________________ the Problem: take the big, vague issue and break it
down into its component parts. Also study the inputs and outputs of the process to scope and
prioritize your efforts.
3. Set a _______________ We Will Achieve: this step forces us to make a commitment, and
should be a challenge and a limit to the scope. It doesn’t have to be a huge step towards the
ideal state
4. _______________ the Root Cause: go and see for yourselves to find points of cause. If there
are multiple root causes, use the 5 Why analysis and similar tools to identify them all.
5. Develop _______________: to remove the root causes, come up with a plan that includes
who, what, and when, which will enable you to implement multiple countermeasures.
6. See Countermeasures Through: seek the help and ideas of many people, update the status
continually, and never give up.
7. Evaluate both _______________ and _______________: ask “was this an effective
countermeasure, or just luck?”
8. Standardize _______________, Learn from _______________: use “Yokoten”, which
means copying and expanding good kaizen ideas to other areas while identifying unresolved
issues and learning from them. Be sure to set targets for future improvement, since failing to
improve unresolved problems can lead to problems in the future.

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Quiz

1. Which best describes the definition of a problem as discussed in the module? Please select all that
apply.
A gap between actual and desired conditions
An unfulfilled customer need
Any deviation from the standard
Meeting customer needs

2. Which type of problem does the image best represent?

Standard achieved, but a higher standard is not required.
Performance to standard varies (not consistently achieved)
Standard not achieved

3. Which type of problem does the image best represent?

Standard achieved, but a higher standard is not required
Standard not achieved
Performance to standard varies (not consistently achieved)

4. The failure to plan properly almost always results in longer times to resolve the problems.
True
False

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5. The primary Six Sigma roadmap used today is Define, _______________, Analyze, Improve, and
Control. Please write in the missing word.

6. It’s not important to contain the problem in order to protect the customer.
True
False

7. Please match the correct answer for each description on the left. Each description will have only
one answer.

Breaking the big problem down into smaller, Set a Target We WILL Achieve
more specific problems.

Clearly describe the current situation. Clarify the Problem

This step forces us to make a commitment. Analyze the Root Cause

Find points of cause, which is the starting point Break Down the Problem
of root cause analysis.

8. Which statement best describes the last of the 8 steps to Practical Problem Solving?
See Countermeasures Through
Evaluate both Results and Process
Develop Countermeasures
Standardize Success, Learn from Failure

9. No problem is a problem.
True
False

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Reflection
Now that you know what Practical Problem Solving is, how do you think it will benefit your
company?
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Are there any big, vague problems your organization is struggling with right now? If so, what are
they?
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