Dr Putri Yoen Aulina.

MARS

Introducing
PROBLEM SOLVING AND
DECISION MAKING

Why Problem solving

Masalah dalam industri
pelayanan kesehatan
(rumah sakit) dapat
muncul dari berbagai
perspektif:
Perspektif penerima
layanan (customer)
Perspektif pemberi
layanan (proses bisnis
internal)

We all have to make decisions

Definisi
Problem:
Situation in which
there is
discrepancy (gap)
between what is
actually
happening (real)
and what you

Masalah terjadi ketika seseorang

atau sesuatu tidak berjalan seperti
yang diharapkan.

Dari sudut pandang customer :

Mutu pelayanan
Dari sisi proses bisnis
Kesesuaian dengan standar
Kinerja

Complaints

Problem

Performance

Diagram of Problem

Actual Performance
Expected Performance
GAP

TIME

What is the Problem ?

Performance

Diagram of Problem
Actual Performance
Positive variance
Opportunity
Expected Performance
Actual Performance

TIME

What is the Problem ?

Diagram of Problem
Performance

Identifikasi

Expected Performance

Sesuatu terjadi pada saat

tertentu yang
menyebabkan masalah
terjadi

X
Actual Performance

TIME

What is the Problem ?

Definisi Problem Solving

Proses yang ditetapkan untuk
menutup gap antara kondisi aktual
saat ini dengan kondisi yang
diinginkan / seharusnya

Pendekatan sistematis untuk

mengenali masalah dan menciptakan
kemungkinan-kemungkinan solusi
yang relevan

Untuk dapat menyelesaikan masalah,

tindakan/solusi yang diambil harus
berdasarkan pemahaman yang jelas
terhadap masalah
Untuk itu harus dapat membedakan
antara simtom dari masalah dengan
penyebabnya.
Indetifikasi penyebab masalah adalah
kunci untuk menyelesaikan masalah.

Avoiding Pitfalls
A. Terlalu cepat menyerah
B. Langsung menyimpulkan
penyebabnya
C. Tidak menempatkan orang
yang tepat (terlibat)
D. Tidak mengumpulkan data
yang relevan
Yang paling buruk adalah B.

PROBLEM SOLVING

1234

Problem
finding

Problem
solving

Choice
making

Decision
making

It is very important that we identify the

problem and solve them early so that the
problem
does not become a big issues

PROBLEM SOLVING
SETTING OBJECTIVES
AND STRATEGIES

Determine
The
Existence
Of The
Problem

Problem
Finding

Indetify
And Define
The
Problem

DEVELOP
ACTIVITIES

DEVELOP
INDICATOR

Find
Solutions
(Generate
Alternatives
)

Decision
Making
PROBLEM SOLVING

Evaluate
The
Solutions
/Prioritisatio
n

Choice
Making

Impleme
nt The
Chosen
Solution

SIKLUS PROBLEM SOLVING

FINDING PROBLEM

Finding the
problem
is the hard part
If I had 60 minutes to solve a problem, Id spend
55 minutes defining it and 5 minutes solving it.
(Albert Einstein)

FINDING PROBLEM
Important to find the Problem

If we dont find the

problems we cannot to
solve them

Proactive approach
Reactive approach

Define the
problem:
Ask yourself and others, the following questions:

What can you see that causes you to think

there's a problem?
Where is it happening?
How is it happening?
When is it happening
With whom is it happening?
Why is it happening?
(HINT: Don't jump to "Who is causing the problem?" When we're
stressed, blaming is often one of our first reactions. To be an
effective manager, you need to address issues more than people.)

Problem
Solving

Combination of thinking
and acting

PROBLEM SOLVING

Understan
d the
current
situation

Indetif
y the
root
cause

Develop
e an
effectiv
e action
plan

Execute
untill
the
proble
m is
solved

Just doing one or the other wont get you anywhere

Problem Solving
Proses yang ditetapkan untuk menutup
gap antara kondisi aktual saat ini
dengan kondisi yang diinginkan /
seharusnya.
Sebuah pendekatan
sistematis untuk
mengenali masalah
dan menciptakan
kemungkinankemungkinan solusi
yang relevan

PROBLEM SOLVING

Look for
problem
s

Defining
the
problem
s

Find
alternati
ve
solutions

Solve
the
proble
m

We cannot implement all of the solutions because of

the limited resources and so we prioritise the solutions

Proses Pemecahan Masalah :

I.D.E.A.L

Identify Problem
Kenali masalahnya
Define Problem
Tentukan pokok masalahnya
Explore Solution
Kembangkan alternatif solusi
Act on Strategies
Memilih dan melaksanakan solusi yang paling tepat
Look back & Evaluate
Review dan evaluasi proses dan hasilnya
Bransford & Stein, 1984

3
Choice making

This is the
steps
where we
choose
among the
available
alternatives
solutions

Once the problem is defined we find

alternative solutions to solve the
problem
We cannot implement all of the
solutions because of the limited
resources and so we prioritise the
solutions.
Set the criteria among the
alternatives
Apply these criteria to the solutions
to identify the most important
solution because of the limited
resources.

Decision
Making

PROBLEM SOLVING
SETTING OBJECTIVES
AND STRATEGIES

Determine
The
Existence
Of The
Problem

Problem
Finding

Indetify
And Define
The
Problem

DEVELOP
ACTIVITIES

DEVELOP
INDICATOR

Find
Solutions
(Generate
Alternatives
)

Decision
Making
PROBLEM SOLVING

Evaluate
The
Solutions
/Prioritisatio
n

Choice
Making

Impleme
nt The
Chosen
Solution

A Manager who
does not make
decisions is a
poor manager

YOUR MESSAGE.

Whats
Your Message?
POWERPOINT
2011