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Problem-solving severe events : time for a new approach
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Ezhaya, James C. (2022) Problem-solving severe events : time for a new approach. DBA thesis, University of Warwick.
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Official URL: http://webcat.warwick.ac.uk/record=b3859795
Abstract
Root cause analysis problem-solving techniques (e.g., Six Sigma or 8D) have long been mandated in engineering and production to resolve product and service technical failures. These technical problem-solving methods rely on analytical approaches designed to identify the root cause of the problem in order to identify and implement improvement actions. These methods are often direct and sequential in application, requiring application of deductive logic alongside advanced statistical methods of analysis. However, research has shown that these technical problem-solving techniques fail under extreme and complex conditions. These failures can and do lead to significant losses, costing companies financially and often take a significant emotional toll (e.g., stress and anxiety) on members of the problem-solving team.
This research identifies a subset of severe technical problems that provoke human behavioural responses that limit the efficacy of traditional problem-solving methods. These behavioural responses are grouped into three mechanisms referred to as: Pressure, People, and Politics (3P). The research shows that 3P responses are triggered when the problem has the following elements: 1. It is ‘severe’, 2. It is highly visible, 3. Information surrounding the problem is deficient, and 4. There is an urgent need to solve the problem (time is critical). The failure of traditional problem-solving methods in the face of these types of severe problem events is the practical problem this research seeks to solve.
Adopting principles of design science research, qualitative, thematic analysis of semi-structured interviews were conducted with 24 senior leaders working in American, European, and Asian manufacturers. The learning from these interviews was combined with principles from sensemaking and psychological safety literature to develop and test an augmented problem-solving process to enable effective resolution of severe technical problems.
To over-ride the natural human response of avoiding, blaming, and shutting down information, we need explicit mechanisms that incite the opposite response, getting people to open up about problems in order to reach and resolve the root cause. This thesis makes two contributions to practice. First, a framework is proposed to enable rapid identification of contextual factors that are known to trigger 3P responses within the problem-solving team. Second, we apply principles of sensemaking and psychological safety to develop and test an augmented approach to problem-solving to mitigate the 3P response and enable problem-solving teams to resolve severe technical problems effectively.
Item Type: | Thesis (DBA) | ||||
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Subjects: | B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management T Technology > TA Engineering (General). Civil engineering (General) T Technology > TS Manufactures |
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Library of Congress Subject Headings (LCSH): | Root cause analysis, Problem solving -- Psychological aspects, Problem solving -- Evaluation, Problem solving -- Methodology, Manufacturing industries, Industrial accidents -- Prevention | ||||
Official Date: | August 2022 | ||||
Dates: |
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Institution: | University of Warwick | ||||
Theses Department: | Warwick Business School | ||||
Thesis Type: | DBA | ||||
Publication Status: | Unpublished | ||||
Supervisor(s)/Advisor: | Burgess, Nicola | ||||
Format of File: | |||||
Extent: | 324 pages : colour illustrations | ||||
Language: | eng |
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