Module 2: Stage 1 Problem Definition
Storyboard Text
- Narration Meet the team; Thomas, George, Suzy and Lucy. The team have a challenge and over the next 5 modules they're going to need your help. This particular case takes place in a parcel distribution center and lately the team have been receiving complaints from customers that their parcels are missing. The impact is widespread, affecting their service centers, accounts department, track and trace sections and delivery department. As you can imagine this is causing a significant amount of waste.
- Kahu
- NARRATION: Welcome back! In module one we considered the concept of continuous improvement at IR and the benefits for IR, our people and most importantly the customer. You were introduced to 5 CI principles, wagon wheel of waste and our problem solving methodology...the Six Stages of Problem Solving. In the following modules we will be applying this process to an actual scenario from start to finish. We'll start from the beginning; Identifying the Problem. Let's get started!
- Thomas
- George
- Suzy
- Lucy
- Kahu
- STAGE 1: Problem Definition Let's start by describing the current situation as specifically as possible...we'll be using 'Kipling' to provide clarity and context to our problem. Kipling helps describe the problem and understand it from the customers perspective.
- WHY is it a problem we would want to solve? (What waste is created?)
- HOW does the problem impact our customers?
- WHAT is the problem
- WHO is it a problem for?
- WHEN is it a problem? (How often does it happen?)
- WHERE is it a problem? (e.g. location, team, system)
- Kahu
- Narration: Check in with the team to get their insights. Click the 'ask a question' button to, well ask a question!
- **Clicking the 'ask a question' button will ask the 'Kipling' questions in order. The response will be provided by one of the team members until all of the questions have been answered. The results will be auto populated in the next slide and learners will be required to label the answers with the correct question.
- Ask a question
- Kahu
- DRAG ORIGIN
- DRAG ORIGIN
- DRAG ORIGIN
- DRAG ORIGIN
- DRAG ORIGIN
- DRAG ORIGIN
- Narration Now that we have a clearer picture of the what, where, why, when, how and who we're able to create a 'Problem Statement' focusing on 'where we are today'. Arrange the below statements in the correct order to make a compelling case for change.
- DROP DESTINATION
- DROP DESTINATION
- DROP DESTINATION
- DROP DESTINATION
- DROP DESTINATION
- DROP DESTINATION
- NEED SME ADVICE TO LINK THE PROBLEM/FUTURE STATEMENT WITH THE REST OF THE STAGES
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