Feedback and ProblemSolving

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Feedback and Problem-Solving

• Enhancing Development and Providing Value

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7-Step Problem Solving Process

• 1. Identify the Problem
• 2. Generate Criteria for a
• Good Solution
• 3. Generate Alternative
• Solutions
• 4. Evaluate Alternatives
• Against Criteria
• 5. Decide
• 6. Implement Decision
• 7. Follow Up to Evaluate
• Results

Align Intersect Invent
Invest
Action Engage Clarify Close
Adjust Review Renew
3
Problem Solving Step 1

• Identify the Problem
• Share problem perceptions
• Orders sky high
• Having difficulty making enough product
• Clarify problem definition (how to)
• Need to build product to satisfy customer needs
  and we need to do it rapidly
• Analyze the problem (boundaries, root cause,
  force field, etc.)
• We have only X amount of space
• Customers demand is increasing for the
  foreseeable future
• Insufficient staff
• Insufficient space
• Raw materials are not an issue
• Cost investment is not an issue

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Problem Solving Step 2

• Generate Criteria for a Good Solution
• Describe an effective solution
• Meet forecast and customer needs (availability)
• Build for the future
• Keep within cost constraints
• Increase productivity by 50
• Keep profit margins at 15
• Produce a quality product
• Distinguish Essential from Desirable Criteria
• Meet forecast and customer needs
• Increase productivity by 50
• Produce a quality product
• Prioritize Criteria

5
Problem Solving Step 3

• Generate Alternative Solutions
• Build a new building
• Hire more people
• Change the shift schedule
• Outsource the manufacturing
• Outsource portions of the manufacturing

6
Problem Solving Step 4

• Evaluate Alternatives Against Criteria
• Develop a Matrix and Consider Combination of
  Alternatives

7
Problem Solving Step 5

• Decide
• Check for solution that best meets criteria
  change shift schedule, hire more personnel, plan
  for increased need by increasing space capacity
• Check for unintended consequences downturn in
  market, too many people, too much capacity,
  cultural integrity, growing people quick enough
• Revise solution to address any concerns
• Grow conservatively
• Improve processes
• Implement a training program to bring people into
  the culture sooner

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Problem Solving Step 6

• Implement Decision
• Plan who will do what by when Manufacturing,
  Production, Purchasing, Training
• Identify any resources
• Establish success indicators and set review
  dates
• Meeting forecast
• Building for the future
• Quality within controlled limits
• Processes in place

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Problem Solving Step 7

• Follow Up to Evaluate Results
• Compare results to indicators market strong,
  still grow conservatively
• Adjust solution as necessary build capacity
  worldwide to take advantage of markets and taxes
• Feed forward share learning with the
  organization (Learning conference, other
  divisions)

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Problem Solving An exercise
You are on a team with a major deliverable due to
your management team within two weeks. You have
had three months to work on this project. The
deadline is looming. You had divided up the work
for the big presentation, and you are now ready
to put it together. When the parts come
together, there is little to no consistency on
style, format, product, or conclusions. One
person focused on technical issues. Another
focused on bullet points. Still another did a
summary with no explanation of why the summary
was reached. What are you going to do? You have
two weeks to complete your project. How will you
solve this dilemma while honoring each teammates
contribution?
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Feedback
Effective feedback is the single most important
tool for enhancing individual and
team performance.
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Types of Feedback

• Reinforcing Feedback
• Specific information that calls attention to
  something that went well.
• Encourages the same type of behavior/attitude.
• Constructive Feedback
• Specific information that calls attention to a
  potential problem or a different way of doing
  something.
• Presents an opportunity to develop and deepen a
  positive behavior/attitude and/or change unwanted
  behavior.

13
Giving and Receiving Feedback
Giving
Receiving

• Complete message
• Situation
• Facts
• Interpretation
• Feelings
• Needs
• Appropriate Timing
• Permission
• Helpful/Actionable
• No hidden agenda (speaks to your intent to giving
  the feedback)

• Listen to understand
• Dont defend or explain
• Ask only clarifying questions
• Paraphrase back if appropriate
• Decide if problem-solving is appropriate
• Say Thank You

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Exercise

• Each team member will receive feedback for five
  minutes.
• Pick who will go first.
• Pick who will record the feedback.
• Pick a time keeper.
• The person receiving feedback indicates two areas
  they want to receive feedback about (e.g.,
  conflict resolution, leadership, team
  contribution, etc.)
• Each member gives feedback following the
  guidelines for giving feedback.
• The person receiving feedback follows guidelines
  for receiving feedback.

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7-Step Problem Solving Process (pg. 2 of 3)

• Evaluate Alternatives Against Criteria
• Develop matrix
• Consider combinations of alternatives
• Decide
• Selection solution that best meets the criteria
  and you are willing to try
• Check for unintended consequnces
• Revise solution to address any concerns
• Implement Decision
• Plan who will do what by when
• Identify any needed resources
• Establish success indicators and set review dates

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7-Step Problem Solving Process (pg. 3 of 3)

• Follow Up to Evaluate Results
• Compare results to indicators
• Adjust solution as necessary
• Feed forwardShare learning within organization