D2 - Describe the Problem
PHRED provides investigators with the right questions to ask, in the right order, so they can understand the problem and collect the relevant data.
A single page is used to create a well formed problem description. This is a clear, concise, multi-perspective, in-depth view of the problem collected from as many information holders as possible.
7 Universal Questions to Describe Any Problem
What seems to be the problem?
Ideally, a problem statement should be well thought out, specific, and complete.
If the problem is difficult to fully identify, the user will enter what they understand so far, then they will be guided through developing a clearer understanding of the problem.
What is actually happening? What should be happening?
Differentiating between what is actually happening and what ideally should happen is crucial to developing a thorough understanding of the problem.
Describe in specifics, not in generalizations. If you cannot provide specifics, you need to go see.
Where does it happen? When does it happen?
Pinpoint where and when the problem occurs.
You may find that different Functional Areas are involved in the problem and the problem occurs at different times with different people.
This question may contain both operational and employee relation issues.
Who is involved?
Find out those involved in the problem. Include internal and external customers that are affected by the problem. Answering this question will reveal who you will need to involve in later stages of the problem solving process to solve the problem and prevent recurrence. There can be more people involved in the problem than initially apparent.
What is the extent of the problem?
Here you need to work out how "big" the problem is. It can include costs, quality issues, safety issues, and even organizational image issues. For example, the following questions might be considered:
Here's an example of a Problem Details Screen.
Attach Supporting Data
PHRED provides a common, easy way to attach pictures, drawings, diagrams, charts and any other electronic data. The attached data can be accessed directly from the problem report.
See an example of an Attachments screen.
The more data that is collected and attached, the easier it will be to fully understand the problem.
Go See the Problem First-Hand, When Possible
In talking to people during an investigation, there is often tension and blame in the atmosphere. Egos and uninformed opinions affect how people see problems.
The team uses PHRED’s neutral questions to focus on the facts, not people and personalities.
PHRED drives the investigation team to go see the problem first-hand and talk to those closest to the problem.
Use Virtual Go See When You Can’t Meet in Person
The system is used to drive the investigation and its associated actions globally.
Common questions and process allow the investigation team to understand the local problem thinking and data.
Common access to the analysis of a problem and the data that backs that analysis up means everyone is one the same page.
Search the Database
Search across the organization’s structure, products, customers, supply chains, and other data elements.
Keyword searches allow you to explore outside the structure you have created.
See a sample of the Library Screen.
Find experts listed by function across the organization and supply chain.
Library shows who has had the problem before or has had a similar experience.
Experts know the problems across their areas of interest and they can find you. Here's an example of the Experts Screen.
Has the problem or something like it happened before and what did we do about it?
Check the Coach for Guidance on Describing the Problem
This problem identification page has its own coaching to tell you how to answer the question.Coaching and help appear in a pop up box over the current screen.
This coaching is built up over time, with examples specific to your organization of how to investigate this stage.
Here's a sample of a Coach Screen.
Actions: Who needs to do what?
Here's a sample of an Action Description Screen.
Create a Report and Share the Information
You can create a report just from the problem description and then share it across the organization.
The more time you spend on creating a clear problem description, the easier it will be for people to understand your issue and give their input.
If you can, give a physical report out at this stage to the stakeholders involved in the problem and to get their feedback. If the problem involves a supplier or customer, convert the problem report to a pdf and email it to them. They may have more information to give you.
See a Problem Description Report.
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