TABLE OF CONTENTS We have discussed the assessment, plotting, and analysis of both PD and PP maturity level data. We know how to target those knowledge areas that should be further investigated for improvement opportunities. We have suggested a few approaches for ranking improvement opportunities. In this chapter we look under the hood at a knowledge area or individual process within a knowledge area to analyze the PD or PP performance to define potential areas for improvement initiatives. A number of commonly used quality assessment and problem solving tools are described.
Problem solving is fundamental to any serious investigation of improvement opportunities. There are several problem-solving models available. The one that I have used extensively and would like to focus on is a model I first introduced about 15 years ago [1]. I have used it for a number of years and feel particularly comfortable applying it to process improvement programs.
Figure 5.1 is a graphic portrayal of my problem-solving model. It was originally designed to support different situations that arise in project management and works equally well in process improvement programs. I have used it with great success for several years. This problem-solving model consists of the seven steps outlined in the figure. The model is quite robust and works regardless of the maturity level problems you are facing. The model works equally well at the knowledge area or for processes within a knowledge area level. Let us take a closer look at each...
