When Stuff Happens
A Practical Guide to Solving Problems Permanently
Jeanne Sawyer
Table of Contents
Preface
Acknowledgments
Getting Started
What is Solving Problems PermanentlyK
How to use this Book
The Case Studies
Case 1: On-time Shipping Problem
Case 2: On-time Software Installation Problem
The SPP Process
Defining
Problems: Creating a Problem Statement
Write the Problem Description
Identify the Problem Sponsor and Analyst
Establish Success Criteria
Characteristics of Good Success Criteria
Describe Key Characteristics
Determine Risks, Vulnerabilities and Dependencies
Complete the Problem Statement
Organizing
Your Problem Solving Project
Commitment and Sponsorship
Managing the Project
Start Your Task List
Set Up the Project Schedule
Estimate Resources and Get Them Allocated
Establishing Your Measurement Plan
Root
Cause Analysis
What You Get From Ishikawa Analysis
Conduct Ishikawa Analysis
Set up the Meeting
Invite the Participants
Choose a Facilitator
Practicalities and Logistics
The Ishikawa Session
Identify Possible Causes: 1st Pass
Group Causes into Categories and Draw Diagram Frame
Transfer Causes from Sticky Notes to Diagram and Identify Remaining
Causes
Clean Up Diagram
Verify the Causes and Set Priorities
Driving
Solutions
Developing and Executing Action Plans
Choose the Best Approach
Using an Assessment Matrix
Example
Make It Happen
Measuring Results
Appendix
Problem Worksheet
Task List Template
SPP Checklist
SPP Steps Summary
Glossary
Reading List
Index
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