Drives Innovation

Drives Innovation

5. DRIVES INNOVATION

The Problems We Face

A problem exists whenever

Find the Root Cause

there is a difference

Brainstorm Possible Solutions

between an actual or

current situation and

Select the Best Possible Solution

a desired future situation.

Identify Unintended Consequences

Test the Solution

Find the Root Cause

Step 1: Find The Root Cause

Brainstorm Possible Solutions

Separate symptoms from the root cause

Guests on the upper floors of a hotel constantly complain that the elevators are slow.

Select the Best Possible Solution

Hotel management made the elevators faster as per industry norms.

Identify Unintended Consequences

Guests still complained.

Test the Solution

What would you do next?

What is the root cause?

Find The Root Cause

Observation Closely observing or monitoring the situation

Seeing and understanding the situation from the perspective of others

Empathy

Interview Gaining information and insight from others

Using questioning techniques to identify the root of a problem

Questioning

Find The Root Cause

The 5 Whys

The 5 Whys is a questions asking method used to explore the cause / effect relationships underlying a particular problem.

Ultimately, the goal of applying the 5 Whys method is to determine a root cause of a the a problem



Why?



Why?



Why?



Why?



Why? The real solution is found here

Find the Root Cause

Step 2: Brainstorm Possible Solutions

Brainstorm Possible Solutions

Tips and hints

• Define the goal (to eliminate the root cause)

Select the Best Possible Solution

• Any idea is a good idea

Identify Unintended Consequences

• Write it down

• Don’t let money, time or resource constrain your thinking

Test the Solution

• Ask yourself: What would you do if you owned the company?

Find the Root Cause

Step 3: Select The Best Possible Solution

Brainstorm Possible Solutions

What you want is not necessarily the perfect solution, since the resources required to implement this may not be available, but the best possible solution under the current conditions.

Select the Best Possible Solution

Stakeholder Satisfaction

Identify Unintended Consequences

Test the Solution

Outcome

Time

Money

Resources

Decision Matrix

An approach to determine which ideas (out of all possible ideas) offers the best possible solution.

Effort

Easy

Difficult

1.

3.

4.

2.

Step 4: Identify Unintended Consequences

Find the Root Cause

Brainstorm Possible Solutions

Think about the unintended consequences. Sometimes one action can create new or additional problems or challenges

Select the Best Possible Solution

Identify Unintended Consequences

Test the Solution

Find the Root Cause

Step 5: Test The Solution

Brainstorm Possible Solutions

Ask yourself these questions?

• How can a pilot be initiated prior to a full scale investment in time, money and resources?

Select the Best Possible Solution

• Does the test-solution resolve the root cause?

Identify Unintended Consequences

• Does the test-solution benefit the hotel and guests?

Test the Solution

• Is the test-solution a long-term fix or short-term bandage?