Problem-Solving
Toolkit
Problem Solving
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Hypothesis-led, 7-step problem solving process
Core content
Definition phase Structuring phase
Debate and agree as a team Identify the best problem-solving approach
on definition of core problem
Structure problem Identify and prioritize key issues
Why: Team is aligned around Define problem Prioritize issues
and generate ideas
problem and methodology Why: Brings the right approach to the situation
1 2 3
Plan analyses
4
and work
Develop 7 6 5
recommendation
s Synthesize findings Conduct analyses Analyzing phase
Synthesizing phase
Use the most appropriate analytic tools
Synthesize key findings and develop recommendations
Ensure analytic rigor is applied to the process
Engage and leverage leadership
Why: Avoids getting lost in data and ensures
Why: Builds momentum around recommendation reliable results
Source: McKinsey & Company McKinsey & Company
SMART problem definition
Core content
S
Is the question specific enough? Your problem question needs to be detailed enough so
SPECIFIC that those who are closest to the problem can understand the exact problem that needs to
be solved
M MEASURABLE
A measurable result will be instrumental in helping you determine when the problem will be
considered solved. This should be a quantifiable number
A
The problem question should point to the action that needs to be done to solve the
ACTIONABLE problem. Usually, you will need to use the language "How?" or "What actions need to be
taken?" in your problem question
R
Your problem question should be relevant to everyone involved in the situation: the
RELEVANT executive, your team, and any other stakeholders. It's important to align everyone so that
you all have the same goals in mind
T TIME-BOUND
Problem questions should always be time bound to ensure that everyone comes up with
solutions that are practical in the time frame that you have defined
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The Problem Statement Worksheet description
Core content
Problem questions (The basic question to be resolved)
Concisely define, in the form of a question, what must be resolved. This focuses your work and ensures that your findings are actionable. Your basic question
should be SMART: Specific, Measurable, Action-oriented, Relevant, and Time-bound
Context Constraints within solution space Criteria for success
Think about the “environment” around the While scope defines the space of your What must happen for your solution to be
problem you’re facing. Will internal or solution, constraints focus on what can or successful? What could happen to make your
external situations affect how you solve the cannot happen within that space solution a failure? Consider timing of impact,
problem? Are there complications to visibility of improvement, mindset shifts, and what
consider? This field may encompass current success looks like for key stakeholders. Criteria
industry trends, availability of finances, or should be measurable, so you can judge whether or
skill gaps on your team not your final solution satisfies them
Stakeholders Scope of solution space Key sources of insight
List all the major players critical to your What will and will not be considered in your These are where you will turn for information. Can
solution. Consider all decision makers who solution? The scope should be broad you leverage available resources from your
could support—or block—your solution. Also enough to ensure that you’re considering all department, company, or industry? Identifying these
include internal or external parties who might relevant solutions, yet narrow enough to resources will simplify your effort and ensure you’re
affect how your solution is implemented ensure that your analysis is manageable not repeating work that’s already been done
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The Problem Statement Worksheet
Worksheet
Problem question (The basic question to be resolved)
What are the transportation initiatives should be done in order to decrease the London commute time up to 32 minutes in
the following 5-7 years?
Context Constraints within solution space Criteria for success
Enter text here… Enter text here… Enter text here…
Stakeholders Scope of solution space Key sources of insight
Enter text here… Enter text here… Enter text here…
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Issue Tree
Worksheet
WHAT
Enter text here…
Mind set&
awareness: Enter text here…
What are the
transportation initiatives
should be done in order
to decrease the London Enter text here…
commute time up to 32
minutes in the following Roads
5-7 years? Enter text here…
Enter text here…
Transportation
Enter text here…
Enter text here…
work time policies &
procedures Enter text here…
Eliminated issues
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Hypothesis Tree
Worksheet
Purpose
Enter text here… First step in constant, iterative refinement process
Enter text here… Balance between hypotheses/theories and data
Enter text here…
Use 80/20 thinking
Enter text here…
Enter text here…
Concentrate your effort on what is most important
Enter text here…
Enter text here…
Enter text here…
Enter text here… Always ask “so what”, but also ask what you have
Enter text here… forgotten
Enter text here…
Enter text here… Elimination of non-essential arguments is key to
Enter text here… limiting unnecessary work
Eliminated Arguments
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When you divide an overarching idea into its parts, the
MECE framework is individual pieces must be mutually exclusive of one another
(no overlaps) and collectively exhaustive (no gaps), i.e.,
useful when combine to form the whole
developing issue
trees M Mutually exclusive
No overlapping parts
E
C
Collectively exhaustive
Taken together, all parts are
E identical with problem in total
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Prioritization matrix
Core content
What is it Prioritization matrix – example
A grid that maps out High
decision options based
on a given set of criteria ?
– for example impact of Start planning now Do it now!
an idea vs. the speed to
implement the idea Potential
impact
A prioritization matrix
helps in choosing the ?
right improvement Review only if you have Quick wins
time
initiatives based on
feasibility and impact
Low
Low High
Feasibility
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Workplan
Worksheet
Hypothesis/ Timing/
Issue rationale End product Analyses Sources responsibility
Enter text here… Enter text here… Enter text here… Enter text here… Enter text here… Enter text here…
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Influence model
Core content
Fostering
Role modeling understanding and
“…I see my leaders, conviction
colleagues, and staff “... I understand
behaving differently.” what is being asked
of me, and it makes
sense.”
“I will change
my mindset and
behavior if …”
Developing talent and
skills Reinforcing
“…I have the skills
mechanisms
and opportunities to “…I see that our structures,
behave in the new processes, and systems
way.” support the changes I am
being asked to make.”
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