This page summarize the process for handling gap-from-standard problems documented in the Four Types of Problems. Examples from the daily work of software delivery are included.

The seven step process is effectively a larger PDCA loop, where the final step spreads effective countermeasures across the organization.

Step 1: Describe the Problem Situation

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Explain the problem using narrative. Consider four points:

  1. Purpose. Why focus on this problem?
  2. Clarification. Be specific about what the problem is and what’s out of scope. This will curb side quests and work unrelated to addressing the specific problem.
  3. Standard or Expected Outcome. Quantify the problem. Use rules or principles as basis for your judgement. This must be measurable (thus comparable) against the gap.
  4. Gap. Identified in visual form. This is the difference between the expected outcome and current condition.

You’re ready for step two when you have an easily transmissible description of the current condition including the expected outcome and the gap. This is typically time series graphs or other visual representations.

Step 2: Break Down the Problem

This step is a detailed continuation of the previous step. This is where you zoom in to the specifics and break the problem down into addressable chunks.

The AQD (Analytical, Quantitive, Detailed) acronym will help you refine the problem definition.

Analytical means deconstructing the problem into small parts so you can analyze the cause-effect relationship. Ultimately, you want to end with describable problems that addressing them will impact the larger system.

Quantitate refers to the measurable aspects of the system.

Detailed is a continuous converging process. Problem solvers continuously focus on details until the problem is defined and scoped. Apply these three principles:

  1. Genchi—actual location or point of problem occurrence. Visit the scene of the crime. Look facts and clues.
  2. **Genbutsu—**actual parts or artifacts. Observe as close to the real problem as possible.
  3. **Genjitsu—**actual facts and data. Gather factual information about the problem. Get data as close to the real problem as possible.

<aside> 💡 Genchi and genbutsu are typically shortened to genchi genbutsu.

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