Action 2.4 Define the Problem or Opportunity

Purpose

To set the boundaries of the problem and to describe the problem so that everyone (inside and outside the team) understands what the team is working on.

DESIRED OUTCOME

Once this step is complete, you will be in agreement as to the scope of the process and have created a clear problem statement.

How to do it

Describe the problem/opportunity in operational terms by focussing on:

what is the problem or opportunity?
when does the problem occur or opportunity present itself?
where would we look to identify the problem or opportunity?
who is impacted by the problem or opportunity?

Use S-I-P-O-C to define the boundaries of the process associated with the problem or the opportunity, looking at the inputs and outputs. If a flow chart has already been drawn, use this to assist in determining and validating the boundaries.

Use any data already gathered to help you clearly describe the problem.

If necessary, gather more data to help you clearly define the problem, using checksheets, histograms, run charts or control charts.

Use group discussion to establish simple sentences which describe the problem or opportunity in terms that everybody can understand and that are unlikely to be misinterpreted.

Make sure that the problem/opportunity statement is specific and measurable.

Ensure that you have avoided the use of jargon and acronyms.

Check your problem statement by imagining yourself as a complete stranger. Would you understand the statement? Imagine yourself as an eight year old child. Would you understand the statement?