Problem solving requires a disciplined approach that brings out the best of our past knowledge, the best of our creative talents and the best of our analytical tools. Here's one approach to consider for performing systematic problem solving:

Step 1: Identify and Select the problem

• What is the problem to be solved?
• Collect data about the extent and nature of the problem
• Write a problem statement that includes an "as is" statement, (e.g. The response time for 15% of our service calls is more than 24 hours) and a desired state (The response time for all service calls should be 24 hours or less).

Step 2: Analyze the Problem

• This step includes identifying potential causes of the problem, collecting data about potential causes, and using data to select the most likely significant cause.

Step 3: Generate Potential Solutions

• During this step, we search for potential solutions. This search begins with a review of the problem statement, data and the most likely significant cause. Then, all the possible solutions are listed. Finally, the potential solutions are clarified so all the people working on the problem understand each potential solution.

Step 4: Selecting & Planning the Solution

• Decide which solution has the best chance of solving the problem and plan how to put it in place. The plan should include a strategy for gaining commitment to the plan, contingency plans, and a way of measuring the success of the solution.

Step 5: Implementing Solution

• We carry out the plan we developed in Step 4.

Step 6: Evaluating Solution

• Decide whether or not the solution worked. Check to see of the solution created a new problem. If so we start the problem solving process again.

Note: Although the six steps of the Problem-Solving Process are numbered, people seldom proceed from Step 1 through Step 6 without revisiting and revising earlier steps.

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