Problem Solving

Leadership Course

Problem solving

Case Study Module 7

by xxxxx
Case study no 1

Defining the problem

    ➢ Defining the problem and the effects on the department

When confronted with a problem it is very important to define it before starting to think of solutions for it. As we become more confident in our jobs the easier it will be to solve problems. Maria in our case has to define what, where, why, how, when things started to go wrong. When examining facts of any situation we can use six very useful words : what, where, when, who, why and how. With the help of these Maria can define the problem that will help in taking the best decision in solving it, best decision for the department.   If she doesn’t the effects   on the department could be: poor quality of service, slow service, loss of revenue, bad Salt scores, unhappy team members.

    ➢ The improvements in the department if the problem is solved

    - Better quality of service
    - Increased revenue
    - Good working environment
    - Good Salt scores
    - Happy staff, happy days

    ➢ In your opinion what is likely to be the problem?

Some of the things Maria should look at would be :
    - lack of training (staff)
    - no inventories
    - carelessness of the staff
    - not having   a breakage record
    - incorrect storage
    - insufficient supplies for the volume of business

    ➢ What do you suggest Maria should do t solve the problem?

  The first thing Maria should do is a complete inventory of the glassware in the department, do a breakage record list to have a clear picture in the future of the missing glasses and the reasons behind it.   Evaluate the need of glassware for the department and order if need be the par stock. Have a meeting with all the staff members, explain the problem to them, make an idea of what seams to be the problem that leads to shortage in their opinion. Decide whether there is need for more training, do the training. Keeping...