Page 182 - FLL Virtual Binder 2018

Example: Problem - Vendor unhappy - could not find a clerk.
Why was the clerk elsewhere? A: Because he does more than one job.
Why doesn’t someone else cover for him? A: No one else is trained.
Why isn’t anyone else trained? A: The present clerk was too busy to train someone else.
Why wasn’t he relieved to do the training? A: Because no one thought having a back-up clerk was important.
Why wasn’t back-up important? A: Because vendors and their deliveries were not rated as important as the needs of other internal customers.
Prioritizing Solutions
After completing a root cause analysis, a number of solutions will be identified. Or you may need to brainstorm possible solutions now that you have determined the root cause. Then, prioritize the solutions to determine how best to proceed. Use these three determinants to guide your decision-making:
1. Team Control
C Controllable – in the control of the team NC Non-controllable – need outside help
2. Impact
Mi Minor - possible solution has minor impact Ma Major - possible solution has major impact
3. Difficulty or Time to Implement
S Short – under 20 days
M Medium – under 90 days L Long – over 90 days
Front Line Leadership Module: Problem Solving
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