Problem Solving Techniques - Coursework Example

Problem Solving Techniques and Islington College Table of Contents Table of Contents 2 Introduction 3 Whipps Cross Hospital 4 Overview 4 Problems to be solved 4 Problem Solving Techniques 5 SWOT Analysis 6 Fishbone Analysis 7 Lewis Field Force 8 Mind-mapping Technique 9 Gant Chart 9 Conclusion 10 Bibliography 12 Introduction Different problems exist within organizations. Between private service organizations and public service organizations, the latter are the most affected within the United Kingdom. Some of the problems associated with service organizations include excessive waiting times for operations or appointments in a hospital, cuts in the number of police in the Met, children not getting into schools of their choice in any borough in the UK, benefit caps causing homelessness, and poverty amongst many other problems. Service organizations, especially the public service organizations that are affected most, have been in dire need of effective and efficient problem solving techniques. Examples of common problem solving techniques include SWOT analysis, mind-mapping, Lewins Field Force, and fishbone analysis amongst others. Each of these problem solving techniques has origin, functionality, applicability, and strategies used in order to enhance effectiveness of solving the prevailing problems. After all, the main objective of public service organizations is to provide effective services. The following discussion aims at identifying how each of the four aforementioned problem solving technique is applied within United Kingdom’s public service organizations. Whilst diagnosing Whipps Cross University Hospital, this discussion apply the four different problem solving techniques in analyzing the problems of Whipps Cross University Hospital in addition to producing a detailed solution strategy for fishbone analysis technique. All the features of the four problem solving techniques and issues faced during their applications will be included in the paper. A concluding remark of this discussion provides an overview as well as recommendation on problem solving techniques within public service organizations. Whipps Cross University Hospital Overview One of the biggest NHS hospitals in London, UK is the Whipps Cross University Hospital. Whipps Cross University Hospital is a NHS-run hospital within the Whipps Cross, Waltham Forest Council (Whippsx.nhs.uk, 2012). Whilst being considered as amongst the first hospitals to have the hyperbaric unit, Whipps Cross University Hospital serves a larger population from Chigwell stretching to Leyton (Whippsx.nhs.uk, 2012). In addition, the hospital has one of the busiest Accidents & Emergencies sections in the entire United Kingdom. Despite being a teaching hospital, Whipps Cross University Hospital provides a full range of medical services that serves more than 200 patients on a daily basis (Whippsx.nhs.uk, 2012). The hospital’s six zones; Orange, Pink, Red, Green, Yellow, and Purple have been very influential in ensuring that patients receive the best of medical treatment from the facilities (Whippsx.nhs.uk, 2012). Indeed, Whipps Cross University Hospital is an institution that aims at providing the best of the medical treatment and services to the public. Problems to be solved Even though Whipps Cross University Hospital attempts to provide some of the best medical services, there are problems or issues that still surround the organization. According to PWC (2012), the main problem or issue facing Whipps Cross University Hospital is the excessive waiting time that amounts to 62 days especially for the GP referrals. The excessive waiting time is also seen within the daily patients that seek medical attention from the facility. In addition, the facility suffers from the inaccurate and incorrect upgrading of consultancy services, which poses serious threat to medical services and treatment (Pwc.co.uk, 2012). For some time now, Whipps Cross University Hospital has been unable to reference data available to patient notes. It is amazing that for referrals and other patients, Whipps Cross University Hospital has been unable to link up data and patient notes given the fact that there exist differences between referrals and treatment dates. Another problem or issue to be solved within Whipps Cross University Hospital is the reduced percentage of patients that receive brain scan 24 hours after suffering a stroke. Most stroke patients receive brain scan after 24 hours, which is a very dangerous practice especially to the patients involved (Pwc.co.uk, 2012). Lastly, Whipps Cross University Hospital has not included criteria applied in measuring and reporting risk assessments for venous thromboembolism (VTE) within Trust’s Quality Account, which is likely to affect the effectiveness and efficiency of the medical services provided by Whipps Cross University Hospital (Pwc.co.uk, 2012). These are issues that revolve around the healthcare of patients and citizens of United Kingdom. Accurate, effective, and efficient measures should be deployed within the NHS hospital in order to reduce any possible effects of such issues of problems. The four problem solving techniques discussed below can accurately, effective, and efficiently reduce such issues or problems. Problem Solving Techniques Every problem or issue within an organization requires effective and efficient measures or techniques. Such techniques may incorporate the organization as a whole separate from the environment or inclusive of the environment. Despite the numerous problem techniques applicable in solving organizational problems or issues, there is need for involved organizations, especially service organizations, to identify specific techniques, their applicability, functionality, and strategies as discussed below. SWOT Analysis SWOT analysis revolves around the organization and its environment. The technique considers the strengths, weaknesses, opportunities, and threats on the service organization in question (Morris, 2005). Morris (2005) adds that through SWOT analysis, an organization in question identifies its strengths in order to use the same to overcome the weaknesses whilst on the other hand using opportunities available to counteract the threats. Whereas strengths and weaknesses are derived from within, threats and opportunities are derived from a broader environment (Morris, 2005). Challenges associated with application of SWOT analysis include the fact that environment continuously changes hence the threats and opportunities besides the fact that identifying the opportunities and threats may not be accurate due to biasness of market research (Morris, 2005). Whipps Cross University Hospital can use SWOT analysis to solve most of its problems. For instance, with respect to the differentials in referrals and treatment dates, Whipps Cross University Hospital could use the expertise of medical fraternity that it has to come up with effective timetable for handling the referrals. Whipps Cross University Hospital boasts of qualified medical personnel as strength. Such strengths should be used to ensure that the referred cases are treated with required urgencies. For example, the hospital could designate some medical personnel to be fully in-charge of referral cases. In this way, the referrals will not have to wait for long before they are treated. Given the increased use of information technology within medical services as an opportunity, Whipps Cross University Hospital can reduce the issues or problems associated with medical records. Fishbone Analysis Fishbone analysis is a problem solving technique that identifies the causes and effects of the issues in questions (Robert, 2007). Robert (2007) asserts that according to this technique, involved organizations should be able to identify solutions to existing problems on the basis of causes and effects of the issues. In the event that there are numerous causes towards a given problem, fishbone analysis provides that organizations involved should group such causes for easier identification of cause-effect concepts in order to solve specific problems (Robert, 2007). Therefore, one of the problems associated with fishbone analysis’ functionality is the idea of having too many causes. Another challenge associated with application of fishbone is that sometimes its accuracy and effectiveness depend on team involvement (Robert, 2007). In the Whipps Cross University Hospital’s case, the management may aim at finding out the various causes and effects of poor recording that leads to incongruent data and patient notes. In addition, Whipps Cross University Hospital may try to find out the possible causes of decreasing percentage of stroke patients who undergo brain scan within 24 hours. Such identifications will enable the organization to come up with effective measures especially after observing the negative impacts of such issues of problems. Once the problem is identified and solved through cause-effect analysis, Whipps Cross University Hospital will be able to prevent further occurrences on the same issue. Since the analysis is more efficient when teams are involved, Whipps Cross University Hospital should identify coherent teams within which to identify the possible causes and effects of organizational problems. Such teams will be responsible to identifying measures to combat future occurrences. Lewis Field Force According to Lewis Field Force technique, organizations can only hold an issue in balance if two oppositely interacting forces, driving and restraining, are identified and resolved. Driving forces in this perspective are the forces of positive change whereas the restraining forces are obstacles to change (Pater & Lewis, 2012). Every organization should be able to identify the promoters and obstacles to change. Resolving the differences between these two oppositely interacting forces will be able to make sure that organizations resolve their issues or problems. One of the challenges involved in applying this technique is the fact that identification of stakeholders and other aspects that promote change may be difficult (Pater & Lewis, 2012). The reason being in organizations there are those people who may do things because others are doing and not necessarily because they like and enjoy doing so. Such groups of persons may not be in agreement with changes being made though they may portray themselves as pro-change individuals (Pater & Lewis, 2012). Whipps Cross University Hospital can use the Lewis Field Force technique in identifying possible promoters and obstacles to change. Identification of obstacles to change may not mean that Whipps Cross University Hospital should get rid of them but rather try and convince them on the need for such changes. For instance, in respect to referrals, Whipps Cross University Hospital may make the medical personnel see the need for some of them to be dedicated to dealing with such cases in order to reduce mortality caused by the waiting period. What’s more, even though introduction of technology may displace many people hence attracting many restrainers, Whipps Cross University Hospital should explain the need to have information technology introduced within the organization. Mind-mapping Technique Mind-mapping technique can be employed in understanding various subjects or operations within an organization (Ryan, 2010). Understanding of such subjects and/or operations makes it easier for identification of issues and how they can be resolved. However, one of the main challenges associated with application of mind-mapping technique is that observations of subjects or operations may be interfered with by the environment besides being vulnerable to exaggerations and biasness (Ryan, 2010). Whipps Cross University Hospital can employ the idea of mind-mapping to study how the subjects and operations of the firm are in line with its objectives, standards, and mission. In addition, the mind-mapping will help the organization correlate the operations or activities with the vision and core values. Once such aspects are understood, it becomes easier for Whipps Cross University Hospital to identify solutions to the various prevailing issues or problems. For instance, through mind-mapping, Whipps Cross University Hospital will be able to understand the reasons behind excess waiting time. Moreover, Whipps Cross University Hospital will also be able to understand the causes and effects of all the identified issues or problems. Once these issues or problems are identified, it becomes easier for Whipps Cross University Hospital to develop appropriate strategies for preventing future occurrences of similar or related issues. Gant Chart Solving the problem of excessive waiting time Task A: Identifying the causes of the excess waiting time Task B: Identifying responsible stakeholders Task C: Identifying alternative strategies for reducing excessive waiting time Task D: Selecting the best out of the identified alternatives Task E: Evaluating the effectiveness of the identified alternative Whipps Cross University Hospital Gant Chart for Solving Problems Task Start Date Duration Stop Date Task A 11/19/2012 10 11/28/2012 Task B 11/28/12 15 12/12/2012 Task C 12/12/12 10 12/21/2012 Task D 12/21/12 5 12/25/2012 Task E 12/25/2012 2 12/26/2012 Conclusion According to the above discussion, it is clear that every organization, however effective they may be, has specific problems or issues that need to be solved. Solving such issues is attained through applications of effective and efficient problem solving techniques. Examples of problem solving techniques considered to be effective and efficient include SWOT, Lewis field forces, fishbone, and mind-mapping amongst others. Applicability of these techniques highly depends on the organization and types of problems or issues to be resolved. From the discussion, Whipps Cross University Hospital is a NHS organization that faces specific issues. Such specific issues can be solved through any of the identified technique. However, it is recommended that before application of any of the identified techniques, Whipps Cross University Hospital should understand the issues or problems it is facing. Based on the above discussion, it is recommended that Whipps Cross University Hospital uses Fishbone analysis. Fishbone analysis requires an organization to identify causes and effects of a problem and possible solutions. Bibliography Morris, D. 2005, "A new tool for strategy analysis: the opportunity model", The Journal of business strategy, vol. 26, no. 3, pp. 50-56. Pater, R. & Lewis, C. 2012, "Strategies for Leading Engagement Part 2", Professional safety, vol. 57, no. 6, pp. 34-36,38. Pwc.co.uk, 2012, Government and public sector; Whipps Cross University Hospital NHS Trust. [Online] [Accessed 14 November, 2012] < http://www.bartshealth.nhs.uk/assets/merger/Documents/2011-12-Annual-Audit-Letter-Whipps-Cross.pdf > Robert, J.L. 2007, What does Root-Cause Analysis Mean to You?, Alliance Communications, Inc, Pellham, United States, Pellham. Ryan, T.H. 2010, "Facilitating Problem Solving: A Case Study Using the Devils Advocacy Technique", Group Facilitation, no. 10, pp. 17-31. Whippsx.nhs.uk, 2012, Whipps Cross Hospital: About us. [Online] [Accessed 14 November, 2012] < http://www.whippsx.nhs.uk/en/about-us/> Read More