Step

Characteristics

1. Define the problem

• Differentiate fact from opinion
• Specify underlying causes
• Consult each faction involved for information
• State the problem specifically
• Identify what standard or expectation is violated
• Determine in which process the problem lies
• Avoid trying to solve the problem without data

2. Generate alternative solutions

• Postpone evaluating alternatives initially
• Include all involved individuals in the generating of alternatives
• Specify alternatives consistent with organizational goals
• Specify short- and long-term alternatives
• Brainstorm on others’ ideas
• Seek alternatives that may solve the problem

3. Evaluate and select an alternative

• Evaluate alternatives relative to a target standard
• Evaluate all alternatives without bias
• Evaluate alternatives relative to established goals
• Evaluate both proven and possible outcomes
• State the selected alternative explicitly

4. Implement and follow up on the solution

• Plan and implement a pilot test of the chosen alternative
• Gather feedback from all affected parties
• Seek acceptance or consensus by all those affected
• Establish ongoing measures and monitoring
• Evaluate long-term results based on final solution