1. Define the problem. Investigate exactly what has gone wrong; do not be influenced by people with ready-made solutions.

2. Gather relevant information.

3. Identify possible causes. Causes usually relate to people, systems or equipment. Be careful not to blame the tool when it could be the operator.

4. Identify a possible solution. Once you have identified a likely cause, work out an
hypothesis to test exactly what it is you are looking for and how you will know if you
are right.

5. Work out the solution. There may be a number of possible solutions. This is the time
to move from problem analysis to a method for decision-making.

6. Make the decision. Identify alternative solutions and assess the consequences of
implementing each.

7. Monitor the results. Track the changes which occur because of what has been
implemented.

Dos and don'ts for problem solving:

Do:

Keep asking the key questions: what, when, where and who?

Gather as much relevant information as possible.

Define the exact nature of the problem.

Keep a record of the information you collate for re-checking.

Don't:

Forget the key principle of opposites, or negatives: what not? when not? where not? who not?

Neglect to test possible causes against the data gathered.

Jump to an apparently obvious solution without evidence.

Evaluate ideas too quickly.