Unit 514: Problem-solving and decision-making

What this covers: The types of problems that occur in organisations and why it is important to define a problem clearly. The nature of a problem may be related to people, processes, systems, communications, resources, etc. Scope may include what is affected, who is affected, how many people are affected, who is able to resolve it etc. Impact may be short (0–6 months), medium (6–12 months) and long term (beyond 12 months) and may include financial loss, loss of customers, staff disengagement etc.

What this covers: The definitions of problem-solving and decision-making. The steps involved in problem-solving and how decision-making relates to this.

Evidence requirement: Evidence must include at least two different problem solving and two different decision-making techniques.

What this covers: Appropriate problem-solving techniques include, but are not limited to: • Eight disciplines (8D) problem solving model • FOCUS model • PDCA cycle • Problem-solving cycle • Problem-definition process etc • Six-step problem solving model • The Cynefin Framework • The drill down technique • The five whys • The four frame model, etc. Appropriate decision-making techniques include, but are not limited to: • pros and cons • weighted decision-making grids • decision trees • pareto analysis • paired comparison analysis, etc.

What this covers: The organisation ethics and values that relate to decision-making. The degree that ethics and values may influence decision-making. The types of decisions that may impact more on ethics and values.

Evidence requirement: Evidence must include at least three different sources to define and scope each problem.

What this covers: This should include; the methods that can be used to gather data within the organisation, how to retrieve information from organisational systems, how to select a sufficient amount of quality data that relates to problem, collate data in a format that is accessible by those contributing to problem-solving, analyse data to identify patterns and explore options that may be suitable for problem resolution, use relevant methods to generate potential options, work with colleagues to discuss the options that are available to resolve the problem apply decision-making tools and techniques, consider the consequences of each option and the people who may be affected, consider the resource requirements and the costs involved, consider the options of doing nothing or not making a decision, reach consensus about the best solution, use a range of communication methods to involve stakeholders in problem-solving. Consider the different types of stakeholders, including people who: • are affected by the problem • possess expertise, information and resources related to the problem • control the systems that will be required to implement solutions. Select an appropriate form of communication based on the stakeholder’s level of involvement.

Evidence requirement: Evidence must include at least two appropriate methods of data analysis to analyse and interpret the gathered data.

What this covers: This should include; the methods that can be used to gather data within the organisation, how to retrieve information from organisational systems, how to select a sufficient amount of quality data that relates to problem, collate data in a format that is accessible by those contributing to problem-solving, analyse data to identify patterns and explore options that may be suitable for problem resolution, use relevant methods to generate potential options, work with colleagues to discuss the options that are available to resolve the problem apply decision-making tools and techniques, consider the consequences of each option and the people who may be affected, consider the resource requirements and the costs involved, consider the options of doing nothing or not making a decision, reach consensus about the best solution, use a range of communication methods to involve stakeholders in problem-solving. Consider the different types of stakeholders, including people who: • are affected by the problem • possess expertise, information and resources related to the problem • control the systems that will be required to implement solutions. Select an appropriate form of communication based on the stakeholder’s level of involvement.

Evidence requirement: Evidence must include at least two options capable of resolving each problem. Data must be both quantitative and qualitative. Evidence should include conclusions drawn to form a basis for option generation and created using a recognised technique for each problem. All of the generated options must be evaluated so that the ‘best’ solution is clearly evident. This might be achieved using a decision-making grid or another quantitative method. Data should be qualitative and quantitative and may include but is not limited to organisational data, external benchmarking data, expert opinion and stakeholder opinion

What this covers: This should include; the methods that can be used to gather data within the organisation, how to retrieve information from organisational systems, how to select a sufficient amount of quality data that relates to problem, collate data in a format that is accessible by those contributing to problem-solving, analyse data to identify patterns and explore options that may be suitable for problem resolution, use relevant methods to generate potential options, work with colleagues to discuss the options that are available to resolve the problem apply decision-making tools and techniques, consider the consequences of each option and the people who may be affected, consider the resource requirements and the costs involved, consider the options of doing nothing or not making a decision, reach consensus about the best solution, use a range of communication methods to involve stakeholders in problem-solving. Consider the different types of stakeholders, including people who: • are affected by the problem • possess expertise, information and resources related to the problem • control the systems that will be required to implement solutions. Select an appropriate form of communication based on the stakeholder’s level of involvement.

Evidence requirement: Evidence must include at least two different stakeholders or stakeholder groups.

What this covers: This should include; the methods that can be used to gather data within the organisation, how to retrieve information from organisational systems, how to select a sufficient amount of quality data that relates to problem, collate data in a format that is accessible by those contributing to problem-solving, analyse data to identify patterns and explore options that may be suitable for problem resolution, use relevant methods to generate potential options, work with colleagues to discuss the options that are available to resolve the problem apply decision-making tools and techniques, consider the consequences of each option and the people who may be affected, consider the resource requirements and the costs involved, consider the options of doing nothing or not making a decision, reach consensus about the best solution, use a range of communication methods to involve stakeholders in problem-solving. Consider the different types of stakeholders, including people who: • are affected by the problem • possess expertise, information and resources related to the problem • control the systems that will be required to implement solutions. Select an appropriate form of communication based on the stakeholder’s level of involvement.

Evidence requirement: Evidence must show reflection on the decision made and also the problem-solving and decision-making processes employed, including: • How realistic is the final solution? • How effective were the steps used to solve the problems? • How valuable were the techniques employed? • How organisational ethics and values impacted the final solution. Based on their review, the learner must identify how improvements to the process could be made along with lessons learned to provide conclusions and recommendations for the future.

What this covers: The steps involved in solving the problem and the effectiveness of the techniques used. Capture actions to assist in future problem solving and decision making.