9 Step Problem Solving

This way you can get comfortable with the steps before you use them with more complex problems.Six Sigma Quality uses DMAIC: Define, Measure, Analyze, Improve and Control as their driving problem solving steps guide.How do YOU go about solving issues in business, the supply chain, or in life?

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1) Define the problem The first step in effective problem solving is that the contact center agent must know exactly what the problem is.

Once the customer has stated the problem, it can be helpful for the agent to re-state the problem for clarification and validation by the customer.

Effective Problem Solving Steps to Not Disrupt your Supply Chain (or Life! Problem-solving is also a structured approach to addressing a problem and can lead you to the best solution to a problem. These 6 Problem solving steps are a basic coping strategy that can be very effective in managing different sources of stress or problems both in the supply chain, logistics planning, in business in general, and of course, in your life too.

When done correctly, it can help someone experience a greater sense of control and predictability with regard to a problem. As with any coping strategy, it may be important to combine it with other coping strategies, such as anxiety reduction techniques or skills for setting and managing goals.

Once the root of the problem has been identified and confirmed with the customer, it’s crucial that the contact center agent to understand the customer’s perception of the problem.

This allows the agent to better understand the customer’s needs and to better address the problems at hand.Look for problem solving examples in the resumes of every new team member, and ask some hard questions in your interviews.The best of the best will highlight their street smarts as well as their book smarts.The challenge is not the same as inventing a new technology, or finding things that make you feel good, and assuming that everyone will want one.In business, the ability to solve problems is called "street smarts," and it's more valuable than "book smarts."Yet I'm convinced that this trait can be learned by discipline and practice.In some cases, a customer may call with a broad problem and the contact center agent may be required to help the caller narrow the problem into a concrete issue that can be addressed.2) Determine the root of the problem For every caller’s concern, there will be a root.First you define the problem, next you measure it, then analyze it, improve it, and the final step is to control/maintain the solution. Once you find the root cause of the problem and solve it, it must be controlled so it does not occur again.In both of these methods finding the root cause of the problem and solving it is at the core of problem solving.This will help the agent provide personalized service and fully address the client’s issues.4) Check in with the customer There is nothing more frustrating than a lack of communication during a customer service call and, if a customer feels that an agent misunderstands the issue or is not addressing what the customer wants, it can easily translate to a poor customer experience and negative word-of-mouth advertising.


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