Problem Solving

in Organization

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 Contents
PSO process
01
02 Key notes

Sample case 03

2
PSO process

3
PSO Process
1. Identify symptom
Problem
definition 2. Validate symptom

3. Identify potential problem

4. Validate problem
Analysis
& 5. Identify possible cause
Diagnosis

6. Validate cause

7. Suggest alternative solutions

8. Justify solutions
Solution
design
9. Design action plan
4
PSO Process
Stage 1
1. Identify symptom Project Proposal
Problem
definition • Primary data (observation / interview)

• Secondary data (internal reports)

➢ Which are the inappropriate things currently

Analysis happening in the organization?
&
Diagnosis ➢ Typically, symptoms are easily recognizable

5
PSO Process
Stage 1
1. Identify symptoms Project Proposal
Problem
definition Common symptoms:

Analysis
&
Diagnosis

6
PSO Process
Stage 1
2. Validate symptom Project Proposal
Problem
definition • Primary data (observation / interview)

• Secondary data (internal & external

reports)

• SWOT analysis

Analysis ➢ How each symptom influences on the

& company performance?
Diagnosis
➢ How are symptoms related to each other?

➢ Which one(s) is true and the most serious? 7

PSO Process

3. Identify potential problems

Problem
definition • Primary data (interview).

• Secondary data (internal reports).

Note: No experience-based or perception-based

or academic literature
Analysis
&
Diagnosis

8
PSO Process

4. Validate problem
Problem
definition • Primary data (interview).

• Secondary data (internal reports).

• Relevant academic literature.

Note: Emphasize on problem existence &

Analysis importance
&
Diagnosis => which problem(s) do exist and cause the
validated symptom

9
PSO Process

Problem 5. Identify potential causes

definition
• Primary data (interview)

• Secondary data (internal reports)

• Literature / theory
Analysis
&
Which are the factors potentially causing the
Diagnosis validated problem?

10
PSO Process

6. Validate cause
Problem
definition • Primary data (interview)

• Secondary data (internal reports)

• Literature / theory

Note: Emphasize on cause existence &

Analysis
&
importance
Diagnosis
=> which cause(s) do exist and cause the
validated problem
11
PSO Process

Problem 7. Suggest alternative solutions

definition
• Secondary data (Relevant academic
literature)

• Primary data (interviews)

• Personal knowledge & experience

Analysis
&
Diagnosis Note: At least 2 solutions that are alternative

=> Which are the potential solutions addressing

the validated cause?
12
PSO Process

Problem 8. Justify solutions

definition
• Mechanisms to solve the problems

• Pros & cons

• Cost – benefit analysis

Analysis
&
• Company constrains / strategy
Diagnosis
=> Which is the better / best solution addressing
the validated cause effectively
13
PSO Process

Problem 9. Design action plan

definition
• Objectives (target outcomes)

• Actions

• Resources required
Analysis
&
• Detailed timelines
Diagnosis
=> What, Where, When, Who

14
Key notes

15
 Which is “Problem” in the PSO approach?

“Problem” in the company (thesis topic):

• Obstacles / Difficulties / … that are negative to the company; or
• Opportunities / positive things / … that are currently positive to the
company but still being underperformed

“Problem” in the cause – effect maps:

Cause Problem Symptom
Cause Effect
Cause Effect

1
6
Theory-informed (evidence-based)

Contextualizing theories
• Systematic review
• Critically analysis (evidences)
• Creative use

1
7
 Symptom identification

➢ Symptom definition
• Controllable: company-related (not industry-related)
• Specific scope (not too broad)
• Significant (does significantly influence business
performance)
• Avoid:
✓ Pre-defined issues
✓ Target issues

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 Symptom identification

➢ Transcripts of interviews / discussions are required

➢ Citation style: Vancouver (not APA as usual)

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SAMPLE CASE

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Sample Case

➢ Identify and justify symptoms

• Many employees quit their jobs

• New employees recruited frequently
Symptoms are analyzed and justified based on data from:
- Internal reports / industry reports
- Qualitative research
(Are they true? Are they unexpected? Do they impact performance negatively? Which
are the possible reasons? ...)
21
Sample Case

➢ Identify and justify symptoms

High turnover rate

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Sample Case

➢ Explore potential problems

High turnover rate

Potential problems
identified by: Qualitative research (interviews / discussions)
• Relevant participants:…
• Questions:

23
Sample Case

➢ Explore potential problems

Low salary

Poor working
environment High
turnover rate

Heavy workload

Unclear career
path

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Sample Case

➢ Validate the potential problems

Based on data from:

- Internal reports / industry reports
- Qualitative research (interview / discussion)
- Academic literature
to justify:
- Whether the salary is low
- Whether the working environment is poor
- Whether the workload is heavy
- Whether the career path is unclear

and consequently conclude: which is the main problem

causing the high turnover rate
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Sample Case

➢ Identify the main problem

Updated cause – effect map

Low salary

Poor working
environment High
turnover rate

Heavy
workload

Unclear career
path

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Sample Case

➢ Define the main problem

Based on relevant academic literature to define:
• What heavy workload is (main problem definition)
• How heavy workload influences businesses (main
problem consequences)

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Sample Case

➢ Identify possible causes

Potential causes are identified
based on data from:
• Interviews / discussions Updated cause – effect map – version 2
• Academic literature
• Company reports

Poor skills

Many new
customers
Lack of
workforce
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Sample Case

➢ Validate the possible causes

Based on data from:
- Internal reports / industry reports
- Qualitative research (interview / discussion)
- Academic literature
to justify:
- Whether the skills of the staff are poor
- Whether there are so many new customers acquired
- Whether the is a lack of workforce
and consequently conclude: which is the root cause leading to
the heavy workload

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Sample Case

➢ Identify the root cause

Poor skills

Many new
customers
Lack of
workforce

Final cause – effect map

30
Sample Case

➢ Develop alternative solutions addressing the root ca

use: lack of workforce
Based on data from
• Academic literature
• Interviews / discussions

Alternative
Option 1: Recruit new employees
Option 2: Workforce re-allocation

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Sample Case

➢ Justify solutions:
• Mechanisms to solve the problems
• Pros & cons of each proposed solution
• Cost – benefit analysis
• …

Workforce re-allocation

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Sample Case

➢ Design action plan to implement the selected solution:

• Objectives / targeted outcomes

• Actions
• Who
• When
• Resources required

33
Thank you!