Unit Title:FD102 Introduction to Problem Solving

Course Description
This course should provide understanding of the fundamental tools, techniques and structured methodologies for problem solving. Delegates should leave the course with the capability to participate as a member of a problem-solving team in the application of the key tools within a small scope business problem or task, enabling them to support the development of robust and sustainable solutions.

Learning outcomes:

1. The learner will be able to participate in team activities to assess problems and potential solutions from a customer/stakeholder point of view.
2. The learner will be able to participate in team activities to assess risks from a customer/stakeholder point of view.
3. The learner will be able to support the implementation of solutions through robust process management.
4. The learner will be able to support the team leader in the identification of customer and stakeholder requirements as part of the scoping of problem-solving activities.
5. The learner will be able to support the implementation of solutions through robust process management. The learner will be able to support the team leader in the identification of risks as part of problem solving activities.
6. The learner will be able to support the team leader to identify effective actions to resolve problems and to use tools to address root causes.
7. The learner will be able to recognise when the supply chain needs to be involved in effective problem solving
8. The learner will be able to support improvement team leaders in gathering insight on customer/stakeholder needs, developing appropriate measures and using appropriate tools for fact based decision making.
9. The learner will be able to contribute to the implementation of change resulting from problem solving activities.
10. The learner will be able to ensure that their own specific knowledge is used in supporting problem solving activities.
11. The learner will be able to support the team leader in selecting the most appropriate improvement tools and techniques for the problem solving activity.
12. The learner will be able to ensure their knowledge of all appropriate legal, regulatory, societal and standard related requirements are included in problem solving activities as required.
13. The learner will be able to recognise the importance of fact based thinking and of supporting quality coaches.

Topic Areas –  Process Improvement

Indicative content

• Problem definition, scope. (Is/Is Not, Description structures, customer/stakeholder requirements).
• Understanding how to gather data about customer requirements using focus groups, face to face interviews, questionnaires, interviews and observation.
• Risk identification and key tools for risk analysis (Risk register, risk matrix, PDPC and FMEA).
• Working as a team member with the following tools:
  1. Tools to understand current conditions (flowcharts, check sheets, stratification, Pareto charts).
  2. Tools for root cause analysis (cause/effect Diagram, 5Whys).
  3. Solution generation (selection matrices).
  4. Evaluation of solutions (PDCA & risk assessment).
  5. Implementation of solutions (standardisation, monitoring, follow up).

Assessment: None