· Chase false leads(ie,“ red herrings") In an enlightened organizational culture, products or systems require a systematic approach to problem solving, based on analysis, to achieve the levels of quality and customer satisfaction defined by the new management systems. The cultural aspect is critical, as those who have identified problems must be encouraged to come forward. Furthermore, resources and ommitment are required to formulate the solutions and implement necessary changes Problem-Solving Models. a wide range of problem-solving methods and models are available in the literature(Ref 4, 5 6,8,9, 10, 11, 12), presenting various details of approaches and processes for solving any of the general types of problems defined previously. All of these methods and models are rooted in the scientific method(summarized as allows)(Ref 6) 1. Define the 2. Propose a hype 3. Gather data 4. Test the hypothesis 5. Develop conclusions A concise problem-solving model, adapted from several of the referenced authors, and that has specific applicability to this Volume, is depicted in Fig. 2. The continuous, circular format in the graphic is significant, indicating that the process activity. Note the similarity to the classical scientific method summarized previous/y.esult of the reinitiates with the identification of a new problem or problems brought to light as a result of the first problem-solving dentify Standardize Determine root Validate and verify corrective corrective actions actions Fig 2 Problem-solving model The major steps in the model define the problem-solving process Identify: Describe the current situation. Define the deficiency in terms of the symptoms(or indicators ) Determine the impact of the deficiency on the component, product, system, and customer. Set a goal. Collect data to provide a measurement of the deficiency 2. Determine root cause: Analyze the problem to identify the cause(s) 3. Develop corrective actions: List possible solutions to mitigate and prevent recurrence of the problem. Generate alternatives. Develop implementation plan 4. Validate and verify corrective actions: Test corrective actions in pilot study. Measure effectiveness of change Validate improvements. Verify that problem is corrected and improves customer satisfaction 5. Standardize: Incorporate the corrective action into the standards documentation system of the company organization, or industry to prevent recurrence in similar products or systems. Monitor changes to ensure effectiveness The second step in the problem-solving model, determine root cause, introduces a very significant process. Solutions to prevent recurrence of problems cannot be developed without identification of the root cause· Chase false leads (i.e., “red herrings”). In an enlightened organizational culture, products or systems require a systematic approach to problem solving, based on analysis, to achieve the levels of quality and customer satisfaction defined by the new management systems. The cultural aspect is critical, as those who have identified problems must be encouraged to come forward. Furthermore, resources and commitment are required to formulate the solutions and implement necessary changes. Problem-Solving Models. A wide range of problem-solving methods and models are available in the literature (Ref 4, 5, 6, 8, 9, 10, 11, 12), presenting various details of approaches and processes for solving any of the general types of problems defined previously. All of these methods and models are rooted in the scientific method (summarized as follows) (Ref 6): 1. Define the issue 2. Propose a hypothesis 3. Gather data 4. Test the hypothesis 5. Develop conclusions A concise problem-solving model, adapted from several of the referenced authors, and that has specific applicability to this Volume, is depicted in Fig. 2. The continuous, circular format in the graphic is significant, indicating that the process reinitiates with the identification of a new problem or problems brought to light as a result of the first problem-solving activity. Note the similarity to the classical scientific method summarized previously. Fig. 2 Problem-solving model The major steps in the model define the problem-solving process: 1. Identify: Describe the current situation. Define the deficiency in terms of the symptoms (or indicators). Determine the impact of the deficiency on the component, product, system, and customer. Set a goal. Collect data to provide a measurement of the deficiency. 2. Determine root cause: Analyze the problem to identify the cause(s). 3. Develop corrective actions: List possible solutions to mitigate and prevent recurrence of the problem. Generate alternatives. Develop implementation plan. 4. Validate and verify corrective actions: Test corrective actions in pilot study. Measure effectiveness of change. Validate improvements. Verify that problem is corrected and improves customer satisfaction. 5. Standardize: Incorporate the corrective action into the standards documentation system of the company, organization, or industry to prevent recurrence in similar products or systems. Monitor changes to ensure effectiveness. The second step in the problem-solving model, determine root cause, introduces a very significant process. Solutions to prevent recurrence of problems cannot be developed without identification of the root cause