Feedback and Problem-Solving

1. Feedback and Problem-Solving Enhancing Development and Providing Value

2. 7-Step Problem Solving Process 1. Identify the Problem 2. Generate Criteria for a Good Solution 3. Generate Alternative Solutions 4. Evaluate Alternatives Against Criteria 5. Decide 6. Implement Decision 7. Follow Up to Evaluate Results Align: Intersect Invent Invest Action: Engage Clarify Close Adjust: Review Renew Karyn Lazarus 541-917-1873

3. Problem Solving Step #1 • Identify the Problem • Share problem perceptions • Orders sky high • Having difficulty making enough product • Clarify problem definition (“how to…) • Need to build product to satisfy customer needs and we need to do it rapidly • Analyze the problem (boundaries, root cause, force field, etc.) • We have only X amount of space • Customers demand is increasing for the foreseeable future • Insufficient staff • Insufficient space • Raw materials are not an issue • Cost investment is not an issue Karyn Lazarus 541-917-1873

4. Problem Solving Step #2 • Generate Criteria for a Good Solution • Describe an effective solution • Meet forecast and customer needs (availability) • Build for the future • Keep within cost constraints • Increase productivity by 50% • Keep profit margins at 15% • Produce a quality product • Distinguish Essential from Desirable Criteria • Meet forecast and customer needs • Increase productivity by 50% • Produce a quality product • Prioritize Criteria Karyn Lazarus 541-917-1873

5. Problem Solving Step #3 • Generate Alternative Solutions • Build a new building • Hire more people • Change the shift schedule • Outsource the manufacturing • Outsource portions of the manufacturing Karyn Lazarus 541-917-1873

6. Problem Solving Step #4 • Evaluate Alternatives Against Criteria • Develop a Matrix and Consider Combination of Alternatives Karyn Lazarus 541-917-1873

7. Problem Solving Step #5 • Decide • Check for solution that best meets criteria: change shift schedule, hire more personnel, plan for increased need by increasing space capacity • Check for unintended consequences: downturn in market, too many people, too much capacity, cultural integrity, growing people quick enough • Revise solution to address any concerns • Grow conservatively • Improve processes • Implement a training program to bring people into the culture sooner Karyn Lazarus 541-917-1873

8. Problem Solving Step #6 • Implement Decision • Plan who will do what by when: Manufacturing, Production, Purchasing, Training • Identify any resources • Establish success indicators and set review dates: • Meeting forecast • Building for the future • Quality within controlled limits • Processes in place Karyn Lazarus 541-917-1873

9. Problem Solving Step #7 • Follow Up to Evaluate Results • Compare results to indicators: market strong, still grow conservatively • Adjust solution as necessary: build capacity worldwide to take advantage of markets and taxes • Feed forward: share learning with the organization (Learning conference, other divisions) Karyn Lazarus 541-917-1873

10. Problem Solving: An exercise You are on a team with a major deliverable due to your management team within two weeks. You have had three months to work on this project. The deadline is looming. You had divided up the work for the big presentation, and you are now ready to put it together. When the parts come together, there is little to no consistency on style, format, product, or conclusions. One person focused on technical issues. Another focused on bullet points. Still another did a summary with no explanation of why the summary was reached. What are you going to do? You have two weeks to complete your project. How will you solve this dilemma while honoring each teammate’s contribution? Karyn Lazarus 541-917-1873

11. Feedback Effective feedback is the single most important tool for enhancing individual and team performance. Karyn Lazarus 541-917-1873

12. Types of Feedback • Reinforcing Feedback • Specific information that calls attention to something that went well. • Encourages the same type of behavior/attitude. • Constructive Feedback • Specific information that calls attention to a potential problem or a different way of doing something. • Presents an opportunity to develop and deepen a positive behavior/attitude and/or change unwanted behavior. Karyn Lazarus 541-917-1873

13. Complete message Situation Facts Interpretation Feelings Needs Appropriate Timing Permission Helpful/Actionable No hidden agenda (speaks to your intent to giving the feedback) Listen to understand Don’t defend or explain Ask only clarifying questions Paraphrase back if appropriate Decide if problem-solving is appropriate Say “Thank You” Giving and Receiving Feedback Receiving Giving Karyn Lazarus 541-917-1873

14. Exercise • Each team member will receive feedback for five minutes. • Pick who will go first. • Pick who will record the feedback. • Pick a time keeper. • The person receiving feedback indicates two areas they want to receive feedback about (e.g., conflict resolution, leadership, team contribution, etc.) • Each member gives feedback following the guidelines for giving feedback. • The person receiving feedback follows guidelines for receiving feedback. Karyn Lazarus 541-917-1873

15. 7-Step Problem Solving Process (pg. 2 of 3) • Evaluate Alternatives Against Criteria • Develop matrix • Consider combinations of alternatives • Decide • Selection solution that best meets the criteria and you are willing to try • Check for unintended consequnces • Revise solution to address any concerns • Implement Decision • Plan who will do what by when • Identify any needed resources • Establish success indicators and set review dates Karyn Lazarus 541-917-1873

16. 7-Step Problem Solving Process (pg. 3 of 3) • Follow Up to Evaluate Results • Compare results to indicators • Adjust solution as necessary • Feed forward—Share learning within organization Karyn Lazarus 541-917-1873