Laying down the basics 1

Information abut the course’s structure

6 sections Downloadable slides Downloadable lexicon Staying in touch

They include quizzes that Available in
Available in Use the Q&A and follow
check your progress Section 6
Section 1 the Announcements

Consulting Approach to Problem Solving

 Problems determine solutions 2

Model of problem categorization

All problems
All kinds of problems encountered,
All problems
the whole problem space

Type 1 problems

Problems similar to example situations 1 Type 1
(toothache) and 2 (flat tire). They are solved problems
via solution-based problem solving
approach, because possible solutions are
known from experience. Type 1 problems
need Type 1 experts.

Type 2 problems
Type 2
problems
Problems similar to example situations 3 Note
There are problems that don’t
(election) and 4 (acquisition). They are solved
fit to either type, this categorization
via hypothesis-based problem solving is not exhaustive.
approach, because no obvious solutions Also, there are
problems that could be solved just
exist. Type 2 problems need Type 2 experts. as well via solution-based and by
hypothesis-based approaches.

Consulting Approach to Problem Solving

 Not all Experts are the same 3

Two types of experts

KNOWLEDGE
Type 1 Expert Type 2 Expert

• Many ready solutions in the • Experts at proposing and

area of expertise thanks to testing probable solutions to
broad knowledge, skills and problems while having
experience limited domain knowledge

• Ability to select the right • Ability to isolate the

EXPERIENCE SKILLS
solution for a particular problem’s drivers where no
problem situation obvious solutions are
available
• Suitable for many every day
scenarios and disciplines • Suitable especially to
where problems are complex business problems
Note repetitive that are not well defined
All experts have knowledge, skills and experience. The specific nature
of these determines however, what types of problems they can solve

Consulting Approach to Problem Solving

 When and why use HBPS? 4

Applicability and pros of hypothesis-based problem solving (HBPS)

When? Why?

When the problems… Because when dealing with not well defined, not
• are not well defined repetitive and unique problems that have no
• are not repetitive obvious solutions…
• are not accompanied by a list of solutions to try • it is faster than the standard appoach of data
out collection -> analysis -> conclusion
• have a unique setting, circumstances or particular • it requires less effort than the standard approach
characteristics as only the most promising potential solutions
are tested
When some of the above are true for a given problem • it engages all stakeholders of the problem
HBPS should definitely be considered And it’s the method of choice of top consulting firms!

Consulting Approach to Problem Solving

 HBPS consists of 4 steps 5

An iterative approach to problem solving

Problem formulation Problem structuring

1 2 Logically break down the
PROBLEM 1
Know the problem’s F O R M U L AT I O N
context and make it problem into a cascade of PROBLEM
STRUCTURING
specific, measurable, manageable sub-
action-oriented, relevant problems that cover the HYPOTHESIS

and time-bound (SMART) whole scope without

overlaps
4 BASED
PROBLEM
2
30
S O LV I N G
SOLUTION
Workplan design Solution communication
3 and analysis 4 Formulate the final
C O M M U N I C AT I O N
WORKPLAN
DESIGN AND
Estimate the required conclusions and A N A LY S I S

resources and impact of communicate them 3

the probable solutions, effectively to the
prioritize the work and problem’s stakeholders
start with the most
important analyses

Consulting Approach to Problem Solving

 Start with studying the context 6

Step 1 - Problem formulation

1 BUSINESS ENVIRONMENT - The business situation in which the

organization finds itself

2 SUCCESS CRITERIA - To what extent must the problem be

solved to count as a success?

3 STAKEHOLDERS - Answer who the decision makers are and

who else can influence the engagement

4 SOLUTION SPACE - What can be considered as a solution?

5 SOURCES OF INFORMATION - Where to look for information

relevant to the problem?

Consulting Approach to Problem Solving

 Next, formulate the problem right 7

Step 1 - Problem formulation

ACTION-ORIENTED
Explicitly state the actions
that need to be taken to
solve the problem
MEASURABLE RELEVANT
Try to quantify the problem Drop all facts that are not
as much as possible. It is
much easier to work with A relevant leaving only what is
relevant to solving the
solid quantifiable objectives
rather than qualitatively M problem

R
SPECIFIC TIME-BOUND
Avoid general problem
formulation. Being specific
will let you focus the
S T
Clearly state what time
boundaries apply to the
problem and its potential
problem-solving solution

Consulting Approach to Problem Solving

 Divide and conquer! 8

Step 2 - Problem structuring

Divide the problem into Structuring of the problem

1 sensible sub-problems
and continue until the sub-
sub-… problems you end
cannot result in a loss of
any pieces of the main
problem. When all sub-
2
up with can be tackled by problems are solved, in
an appropriate analysis. combination they yield
The final sub-problems the answer to the main
cannot overlap problem.

ME Mutually Exclusive -
No overlaps
Cumulatively Exhaustive
- Full problem scope CE
Consulting Approach to Problem Solving
 How to divide? 9

Step 2 - Problem structuring

"How to grow the revenue of a mobile phone

manufacturer by 10% in the next 1 year?”

Consulting Approach to Problem Solving

 How to divide? 10

Step 2 - Problem structuring

"How to grow the revenue of a mobile phone

manufacturer by 10% in the next 1 year?”

How to grow the revenue of the consumer How to grow the revenue of the business
segment of mobile phone buyers? segment of mobile phone buyers? …

Using the segments as criterion of decomposition

Consulting Approach to Problem Solving

 How to divide? 11

Step 2 - Problem structuring

"How to grow the revenue of a mobile phone

manufacturer by 10% in the next 1 year?”

How to grow the How to grow the How to grow the

revenue generated revenue generated revenue generated …
by the public sector by the VIP sales by Small&Medium
sales unit? unit? Enterprises unit?

Using the organizational unit as criterion of decomposition…

There are always many options of problem decomposition

Efficiency of the subsequent problem analysis is the ultimate measure of how good the decomposition was in the first place. With experience
accumulated with successfully solved problems you will decompose optimally right away. If the problem’s analysis turns out to be too
challenging with a given decomposition, do not refrain from taking a step back and decomposing once more in a different way.

Consulting Approach to Problem Solving

 Structuring tools - mind maps and issue trees 12

Step 2 - Problem structuring

s e s Mor
m cau e is
ble sue
Pro s

Ass Problem
ocia
ted i
ssu
es

Pro Issue 1 Issue2

Issue … Issue 3
blem
solu
tion …
s Pro
blem …

Sub-issue … Sub-issue

Visi
on … … …

Mind maps are groupings of ideas associated with the Issue trees have a particular structure that ought to be preserved. They depict a cascade of sub-
central problem. The structure is not rigid and is more of a problems (or issues) that together constitute the whole problem. Issue trees are very helpful in
snapshot of what is related to the problem tracking the breakdown of a large problem into parts and attempting to solve each part separately

Consulting Approach to Problem Solving

 Structuring starts with mindmapping… 13

Step 2 - Problem structuring

1. Begin with the 2. Branch out 3. Keep going

problem in the your ideas until ideas dry
centre out

Put the representation of the Put down all ideas (disregarding Stimulate the mindmapping
problem in the centre of the how crazy they might seem, or exercise to keep the flow of ideas
drawing space, don’t necessarily who puts them forward) around going: use brainstorming kits with
write but draw and doodle too. the centrally placed problem. colored pens and paper, take
Have an open attitude! Common ideas can be connected turns at the writing board and
with branches extending from the make breaks. But don’t filter the
centre and further sub-branches ideas just yet! You will do that
when mapping the ideas onto an
issue tree

Consulting Approach to Problem Solving

 Alternatively use the issue tree right away 14

Step 2 - Problem structuring

1. Start with Problem

the
problem at
the top
Issue 1 Issue 22
Issue … Issue N
2. Work down
decomposing … …
the problem
into issues
Sub-issue 1.1 … Sub-issue N.1

3. Don’t let the

issues on the
same tree … … …
level overlap

Main steps of structuring Model of the issue tree. Note that the depending on the problem and the particular decomposition method
an issue-tree chosen there can be any number of issues stemming from the problem, sub-issues stemming from issues, etc.

Consulting Approach to Problem Solving

 Hypotheses are the core of the structure 15

Step 2 - Problem structuring

…
Hypotheses formulation - things to note
1. Keep asking what the “so what?” is for every formulated hypothesis. This checks their
relevance to solving the problem
2. When on an engagement or when solving a business case make the hypotheses action
Sub-issue 1.1 - What opportunities exist 
 oriented, not diagnostic
for the energy retailer to decrease
 3. Use knowledge specific to the domain of the problem. You don’t need expert knowledge to
the price of renewable energy it procures? formulate hypotheses but it will help you along the way
4. Think out of the box, be creative!

Hypothesis 1 - Manage Hypothesis 1.1 - Hypothesis 1.1.1 - Reduce

cost of own renewable Manage cost of own the cost by establishing more Hypothesis A
energy generation renewable energy efficient maintenance
generation procedures

Hypothesis 2 - Manage Hypothesis 1.2 - Hypothesis 1.1.2 - Reduce

cost of renewable 
 Manage cost of the cost by outsourcing
energy bought from third renewable energy administrative processes at Hypothesis B
parties bought from third plants
… parties …
Two hypotheses are formulated by following the thicker branches in the above part of the issue tree:
Hypothesis A: Manage the cost of own renewable energy generation by introducing more efficient maintenance procedures at existing power plants
Hypothesis B: Manage the cost of own renewable energy generation by outsourcing administrative processes at existing power plants

Consulting Approach to Problem Solving

 Guidelines for hypothesis formulation 16

Step 2 - Problem structuring

KEEP ASKING “SO WHAT?” HYPOTHESIS MUST BE ACTION

…to make sure that every hypothesis is ORIENTED

relevant to the main problem. 1 …not diagnostic. Solve, don’t describe.

2

HAVE BASIC DOMAIN KNOWLEDGE BE CREATIVE

…it will help you in a quicker formulation of …and listen to what everyone has to say

more impactful potential solutions 3 4

Consulting Approach to Problem Solving

 Extending the issue tree 17

Step 3 - Workplan design and analysis

Problem

Issue 1 Issue 22
Issue … Issue N

Sub-issue 1.1 Sub-issue N.1

… …

Hypothesis 1.1.1 Hypothesis 1.1.2

…

Required analysis

Necessary data

Consulting Approach to Problem Solving

 Extending the issue tree 18

Step 3 - Workplan design and analysis

Problem

Issue 1 Issue 22
Issue … Issue N

Sub-issue 1.1 Sub-issue N.1

… …

Hypothesis 1.1.1 Hypothesis 1.1.2

…

Analysis [Link] Analysis [Link]

…

Data [Link].1 Data [Link].2

…

Consulting Approach to Problem Solving

Analyses and data validates hypotheses 19

Step 3 - Workplan design and analysis

Main Problem Issues Hypotheses Analyses Data

Manage the cost of own renewable

What opportunities energy generation by introducing
more efficient maintenance
exist for the energy
procedures at existing power plants"
What opportunities retailer to decrease the
exist for the energy price of renewable
retailer to cut costs
by 10% by the end energy it procures? Manage the cost of own renewable
of 2018? energy generation by outsourcing
administrative processes at existing
power plants"

…
…
…

A neater tabular form of representation of an issue tree when more information (analyses and data) needs to be
shown (example problem structure shown)

Consulting Approach to Problem Solving

 Example analyses and data 20

Step 3 - Workplan design and analysis

Analyses Data

Data regarding sales per sales rep

1 Analysing B2B sales data for 2016 Data regarding sales per channel

Data regarding sales per client

Payroll data

Conducting a survey of workforce satisfaction and matching it with salary

2 Input for survey questions
data

Survey results

Steps of the process

3 Measuring the length of production materials procurement process
Average times of steps' completions

Consulting Approach to Problem Solving

 Know the reasons and criteria for prioritizing 21

Step 3 - Workplan design and analysis

Prioritizing work Prioritizing hypotheses

Reasons: Reasons:
• Focus work on results • Deliver solutions that fit best the context of the
• Help identify quick wins problem
• Aid the creation of a project plan Criteria examples:
• Understand the resource limitations better • Financial impact
Criteria examples: • Ease of implementation
• Time available for engagement completion • Time constraint on coming up with a solution, the
• Human resources urgency
• Know-how resources • Fit with the organisation's strategy
• Fit with the organisation's culture or values

Consulting Approach to Problem Solving

 Start prioritizing right after context study 22

Step 3 - Workplan design and analysis

1 BUSINESS ENVIRONMENT - The business situation in which the

organization finds itself

2 SUCCESS CRITERIA - To what extent must the problem be

solved to count as a success?

3 STAKEHOLDERS - Answer who the decision makers are and

who else can influence the engagement

4 SOLUTION SPACE - What can be considered as a solution?

5 SOURCES OF INFORMATION - Where to look for information

relevant to the problem?

Consulting Approach to Problem Solving

 80/20 Rule - the one to remember 23

Step 3 - Workplan design and analysis

“80 percent of the benefits come from 20 percent of the resources”

First noticed by Vilfredo Pareto in his work

Cours d'Économie Politique from 1896

• goes by many names: 80/20 Rule, Pareto Principle/Law/Theory, etc.

• has many formulations that exchange effect and outcomes for outpust/inputs, results/efforts, etc.
• serves as a rule of thumb in many fields
• is very often used in business
• an extensive description can be found here:
[Link]

Consulting Approach to Problem Solving

 Example from a real life project 24

Step 3 - Workplan design and analysis

“How can intercompany reconciliation be improved

Main problem by the reduction of time spent on manual reconciliation
by 50% in the following 12 months”

Issue 1 Issue 22
Issue Issue N
…

“Implement an IT application at “Establish a new accounting “Start an obligatory, regular

each company of the Group that policy in the Group that will call concerning reconciliation
will specifically aid the contain better regulation for all companies of the
reconciliation process” concerning intercompany Group”
reconciliation”

Prioritized hypotheses

Consulting Approach to Problem Solving

 Prioritization matrix is a well known tool 25

Step 3 - Workplan design and analysis

High
Implementation difficulty

Money pits Big Bertas Measures can be chosen depending on

the specific problem/engagement
Ease of implementation (y-axis) can be
measured by:
• time required,
• money required,
• human resources required,
• level of risk involved.
Impacts (x-axis) can be measured by
• percentage amounts of some main goal
Low hanging • qualitative measures
Quick wins • industry benchmarks.
fruit

Low

Low Positive impact High

Consulting Approach to Problem Solving

 Finally, work on prioritized hypotheses starts 26

Step 3 - Workplan design and analysis

Hypotheses
Analyses Data Data sources Deadlines (for analyses) Responsibilities
(prioritized)
List of maintenance
Benchmarking of procedures - Generic procedures found in
maintenance professional literature End of calendar week 9 - John Doe,
Information on
Manage the cost of own procedures at power - List of procedures received internal check
maintenance procedures from the client company
Consultant
renewable energy plants
of other energy retailers
generation by
introducing more End of calendar week 11 -
- Cost data from industry
efficient maintenance Impact measure of internal check
benchmarks Jane Roe, Senior
procedures at existing new procedures on Data on process costs End of calendar week 12 -
- Cost data from client Consultanr
power plants" costs planned partial
company
presentation to client

… … … … …

Tabular form of representation of an issue tree for prioritized hypotheses. After prioritization the information
regarding data sources, deadlines for analyses and responsibilities can be added in

Consulting Approach to Problem Solving

 Explanation starts with synthesis 27

Step 4 - Communicating the solution

Premises: Conclusions:

Prices of copper So what?

1 will drop SUMMARY:
“Prices of all three metals will drop”

Prices of silver

2 will drop

SYNTHESIS:
"Revenue of the group will tumble
Prices of gold if they don't mine more"

3 will drop

Consulting Approach to Problem Solving

 Communicate the solution via synthesizing 28

Step 4 - Communicating the solution

Synthesis (the main message)

First communicate the message, then the arguments

Main argument 1 … Main argument N
Synthesis is built by asking “so what?”

Supporting Supporting Supporting Supporting

argument 1.1 argument 1.2 … argument 1.1 argument 1.2 …

… Results of analyses …

Synthesis pyramid and issue tree resemblance

It’s not a coincidence that the two look alike. Both follow the logical principle of decomposing aggregate ideas into its constituent
parts. This method justifies each piece of communication by referring to actual analyses performed during an engagement.

Consulting Approach to Problem Solving

 Pros of synthesizing from day one! 29

Step 4 - Communicating the solution

Making you stay concentrated Strengthening of the logical

on the solution of the main connections between results of
problem
1 analyses and the final solution
2

Reinforcement of prioritization
(as you will track the value added
from each analysis from the start)
3

Consulting Approach to Problem Solving

 The story must fit into the context 30

Step 4 - Communicating the solution

1 BUSINESS ENVIRONMENT - The business situation in which the

organization finds itself

2 SUCCESS CRITERIA - To what extent must the problem be

solved to count as a success?

3 STAKEHOLDERS - Answer who the decision makers are and

who else can influence the engagement

Importance of context when storyboarding

Every good story will take into account the context of the problem. Especially the first three areas of the context:
- business environment
- success criteria and
- stakeholders
must be accounted for. You have to know what to say (and what not to say!), when to say it and how to say it!

Consulting Approach to Problem Solving

Use storyboarding to prepare the final answer 31

Step 4 - Communicating the solution

Preparing the slides

The final communication of the solution very
often takes the form of a deck of slides. 5.
Presenting them is like telling a good story.
Good stories have a logical flow and so must Keep the discussion
your slides and presentation! open by accepting
4.
different opinion
Distribute work
on the slides
3. between team
Pay attention members
to the flow
2. of statements
Support the and data
1. statements with
relevant data
Outline the
story in a
sequence of
statements

Consulting Approach to Problem Solving