6 Step Problem Solving Using the A3 as

a Guide
Mike Sullivan
Principal
Operations & Process Improvement
Point B
Table of Contents

• 6 Step Problem Solving Overview and the Benefits of Using the

A3 as a guide
• Overview of the 6 Step Guide to Problem Solving using the A3
(with Example)
• Practical example using the 6 Step Problem Solving process
• Questions

2
6 Step Problem Solving Process

3
6 Step Problem Solving Process
What is a Problem Solving Process?

1. Identify the
Observe Problem Problem

Grasp Explain the 2. Set a Target

the Problem
Situation/
CHECK/ Analyze Potential
Causes
ACT 3. Analyze the
Causes
Find Root
Cause

Root Cause (s)

4. Propose and
PLAN/ Implement
COUNTERMEASURE Countermeasures
DO

5. Check/Evaluate
CHECK/
ACT FOLLOW UP
6. Act and/or
Standardize

4
6 Step Problem Solving Process
Why Use PDCA?

Fire, Aim? Ready! Aim, Ready? Fire! Ready! Aim! FIRE!

5
6 Step Problem Solving Process

 It is every team member’s responsibility to improve

processes.
 We want to eliminate waste. Wastes, in all forms, are
problems. To eliminate wastes we need to uncover the
problems.

6
6 Step Problem Solving Process
We use this approach because:

 It efficiently explains our approach to people whose

agreement or approval we need.
 It documents what we did and why we did it for future
problem-solvers.
 Those who understand the format can follow the logic of
our reasoning, even if they are not experts in this area.
 It forces us to become better problem-solvers because we
have a structured process to follow.

7
Where Does A3 Fit In?

• It’s not just a “Tool” – it’s a visual manifestation of our

thinking to share our wisdom with others.
• The A3 is only as good as the “dialogue” that creates it. (?’s
asked at gemba).
• The A3 is 5S of information- not everything I did in
between.
• Understanding the importance of the “people side” of the A3
is more important than the actual tool itself. (Don’t just fill
in the boxes) Engage, Coach, Involve and Challenge your
people at every level.

8
6 Step Problem Solving Process – The “Thinking” Behind the A3

Topic: Date:
Problem Solving (A3)Report
Name:
1. Identify the Problem 4. Propose and Implement Countermeasures
Ask: Ask:
•What is the standard •What countermeasures are most likely to eliminate the Root Cause
•Does it reflect the customer’s point of view •Which countermeasures are most feasible and effective; likely to
•Is understood by those doing the job cause the least impact; what is the cost, difficulty
•Are we meeting the standard •Can I select the countermeasures that will achieve my targets
•What is the GAP Show:
•Gather facts as known from Gemba– Who, What, When, Where Countermeasures and why they were selected
•How important is it to solve this problem Tools:
•What did you do to contain the problem Countermeasures Matrix
Show:
A clear statement of the problem using sketches, graphs, and charts
Tools:
Line graph, prioritization Matrix, 4Ws. Tree diagram, pareto diagram

2. Set The Target

5. Check/Evaluate
Ask:
Ask:
•What are your intermediate targets (milestones) and when do you
•Did the countermeasures work
expect to achieve them
•Was the target achieved
Show:
•Can I verify that the Root Cause was eliminated (can I turn it off & on)
A statement or graph indicating targets
•If the Countermeasure was not effective, why didn’t it work
Show:
3. Analyze The Causes The results; describe the reliability of the new process
Tools:
Ask:
Line graph, pareto
•Why does this problem occur
•Do potential causes map to the know facts
•What are some reasonable assumptions to make about potential 6. Act and/or Standardize
causes (where should we look first)
•Can we gather more facts to help determine Root Cause
Ask:
•How will we ensure the process continues to work (stays solved)
•Can we explain the cause and effect relationship plausibly
•What have we learned
Show:
•Where else can we apply this learning
How we arrived at the Root Cause
Tools: Show:
Fishbone diagram, pareto chart, tree diagram New or changed procedures, plans to apply learning in other areas
Tools:
Standard Operating Procedures
9

9
 6 Step Problem Solving Process – A3 Example
Date: ____________________
30 September 2008
Problem-solving Report: Reimbursement Problem
Rosalie Ramirez
Name: ___________________
1. Identify the Problem 4. Propose Countermeasures

Many complaints regarding Cause Countermeasure(s) Who When

the reimbursement process: the
1. Review/revise guidelines
reimbursement process takes
Team Member and policies for expense MA Week 1
too long. reports.
did not know
34 of 44 check reimbursements that a receipt was
that were investigated took necessary 2. Conduct informational sessions
RB Week 2
to communicate guidelines.
longer than the standard of 6
days.

5. Check/Evaluate

2. Set a Target

Shorten the reimbursement process turnaround time to be

consistently performed in 6 working days or less by 17 October
2008.

3. Analyze Causes

6. Act/Standardize

Long-term Standardization
Before Countermeasure
Problem
Short-term
Solving Countermeasure
10

After Problem Solving

1
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

10
 6 Step Problem Solving Process

In the Lean Operating System, we achieve

operational excellence by:

 Defining our standards

 Continuously compare our operations against those
standards
 Engaging in aggressive and rigorous problem-solving
when there is any deviation from the standard.

11
 6 Step Problem Solving Process

Step 1: Step 3: Step 4: Step 5: Step 6: Act

Step 2: Set Implement and/or
Identify the Analyze Counter- Check &
the Target Standardize
Problem the Causes measures Evaluate

12Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 1: Identify the Problem

What Is a Problem?

What should be happening?

What is actually happening?

Any deviation from the standard.

13
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 1: Identify the Problem

What Is the Standard?

 A standard, or a standard condition, is a specific, explicit,

and known expectation.
 A standard is either met or not met.
 What is actually observed (what really happened) is the
current condition.
 This is the first question you must ask when you encounter
a problem. You cannot begin problem-solving until you
have asked this question.
 You cannot define a problem or improve a process
without this critical baseline.

13
14Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 1: Identify the Problem

Grasp the actual situation based on facts and
“go and see”.

Awareness of the Problem

Study Existing Data

Big
Vague
Observe Current Situation Problem

Preliminary Findings

15Title
14
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 1: Identify the Problem

What is the Gap?
Current Situation: 13th Place out of 30 Master Females
at Cascade Edge Sprint Triathlon
Ideal Situation: Top 10 of the Master Females
in a Sprint Triathlon Race
Trisha's Finish Tim e vs
Top 10 Triathalon
100
90
80
70
Minutes

60
50
40 91.15 80.30
30
20
10
0

Trisha Top 10
16Title
15
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 1: Identify the Problem

Dig a little deeper!

Stratification by Leg of Race

45.00 35
40.00
30
35.00
25
30.00

Percent of Gap
Minutes

25.00 20

20.00 15
15.00
10
10.00
5
5.00
0.00 0
Swim T1 Bike T2 Run

Trisha 17.63 4.42 40.70 3.10 25.30

Top 10 16.80 3.30 37.70 2.20 20.30

Gap 5% 26% 8% 31% 19%

17Title
16
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 1: Identify the Problem

Largest area for Still deeper!

improvement
% Improvement Needed
35
30

% Gap
25
31
20
26
15
10 19
5 8
0
5

T2 T1 Run Bike Sw im
Leg of Race

Trisha's Leg 4 Times

Dismount & Remove Put On Grab Hat Don Hat
Rack Remove
run to Cycling Running & Race Belt & Belt while
Bike Helmet
transition spot Shoes Shoes w/Number Exiting T2

0:46 0:03 0:02 0:45 0:45 0:02 0:45

17
18Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 2: Set the Target

Triathlon Target

Reduce Cycling to Running Shoe changeover time:

From: 90 Seconds (0:45+0:45)
To: 32 Seconds
Net Improvement: 58 seconds
(By the Seafair Triathlon on 7/15/07).

18
19Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 3: Analyze the Causes

Triathlon Cause and Effect Diagram
Root
Cause
Environment Methods

Staging of Running
Rain
Shoes
Socks or No Socks
Muddy Sit or Stand
Cold

Soggy & Wet Adjustments, Rework from T 1

Excessive Time to

Change over from

Cycling to Running

Physical Condition in T2 Shoes

Shoe lace Design
Long Finger Nails
Mental Condition in T2
Running Shoe Design
Lack of time display
Motivation / Effort
Inadequate Practice
Cycling Shoe Design

Man power Machines /

Equipment

19
20Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 4: Propose & Implement Countermeasures

Triathlon Evaluate & Prioritize

Effectiveness
Possible Cost Overall
Shoe Overall Ease of
Countermeasures Rank
$ Ranking Change over Race Time Scheduling

Enter more triathlon

1 $55 - $70 4 4 1 4 13
races
Supervised
2 Swim/Bike/Run $15 - $45 3 4 2 3 12
workouts

Supervised Bike/Run
3 15 - $25 2 4 3 3 12
(Brick) workouts

4 Quick Laces $6 1.5 2 4 1 8.5

5 Stage Shoes in Leg 4 $0 1 1 5 1 8

20
21Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 4: Propose & Implement Countermeasures

Triathlon Implementation Plan
WHAT BY WHEN
Acquire Quick- Order Quick-Laces 1-June
Laces
Install in shoes 4-June

Raise-The-Bar Workout 27-Jun

Supervised Mini
Luna Chix Workout 3-Jul
Practice Tri Race
Danskin Team Workout 11-Jul

4-Jul

On Own - Bike/Run Workout 6-June

12-June

7-June

On Own - T2 Transition Practice 13-June

14-June

21
22Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 5: Check & Evaluate

Triathlon Check
Five Mile Lake
Woman's Sprint Triathlon
30-Jun-07

New Leg 4 Times

Dismount & Remove Put On Grab Hat Don Hat
Rack Remove
run to Cycling Running & Race Belt & Belt while
Bike Helmet
transition spot Shoes Shoes w/Number Exiting T2

0:46 0:03 0:02 0:11 0:23 0:02 0:45

% Improvement Needed
35
30
25
% Gap

20 26
15
19
10 6
5 8
0 5
T2 T1 Run Bike Swim

Leg of Race
23Title22
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 5: Check & Evaluate

Are we “On Track?”
WHAT BY WHEN STATUS

Acquire Quick- Order Quick-Laces 1-June Complete

Install in Shoes 4-June Complete

Raise-The-Bar W/O 27-June Complete

Supervised Mini
Luna Chix Workout 3-Jul Complete
Practice Tri Race
Danskin Workout 11-Jul

4-Jul

On Own - Bike/Run Workout 6-Jun Complete

12-June Complete

7-June Complete

On Own - T2 Transition Practice 13-June Complete

14-June Complete

24Title 23
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 6: Act and/or Standardize

Implement the Standard and follow it.

Revise or develop Standard Work

Make sure the “right way” is the “easy way”
Explain the reasons for Standard Work and gain approval
Train Team Members who will be using the new standard
If possible include Poke-Yoke in the standard

24
25Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 6: Act and/or Standardize

Triathlon Standardization

1. Video T2 of race to use in development of standard

work.
2. Write Standard Work to share with other team
mates.
3. Start analysis on T1 of race, 2nd largest area of
improvement needed.

25
26Title
 Step 1: Step 3: Step 4: Propose/ Step 5: Step 6: Act
Step 2: Set
Identify the Analyze the Implement Check & and/or
the Target countermeasure
Problem Causes Evaluate Standardize

Step 6: Act and/or Standardize

Follow-Up on your results

 Ensure stability in the process with the new

countermeasure
 Act on any remaining or unforeseen issues that
may come up
 Communicate the process and results to
appropriate

A departure from your new process is a

problem!

26
27Title
Questions?

27
28Title
Mike Sullivan
Principal
Operations & Process Improvement
Point B
E: [email protected]
T: (206) 686-6404
www.pointb.com

29Title