Professional Documents
Culture Documents
By Christophe Mercier
Problem Analysis
Problem Analysis provides the skills needed to explain any situation in which an expected level of performance is not being achieved and in which the cause of the unaccepted performance is unknown
Examples of Problems
From the day we introduced the computer, weve had nothing but trouble in getting inventories to balance. I just dont understand it Chef Jones was referred to us as a great Chef, but he certainly hasnt fulfilled expectations in this restaurant The beverage cost was kept under acceptable limits (24-25%) for years. Then, since March, it went up to 29-31% and we dont have the slightest idea of what happened
CHANGE
DEVIATION
DEVIATION
Performance ACTUAL
Past
Present
Past
Present
Case Study
The attached Beverage Sales and Cost Report shows a Month to Date beverage cost percentage of 31.54% You are a new Food and Beverage Manager in this hotel. The cost controller tells you that the beverage cost is too high compared to the companys standards and that this concerns requires your immediate attention
Extraction of key information in the 4 dimensions to generate possible causes Testing for the most probable causes May not be possible in a Verification of the true cause case
In our example
The cost controller says: The beverage cost percentage is too high (31.54%) compared to the companys standards. What else is missing to have a clear Problem Statement?
In our example
IDENTITY: What beverage cost is too high? The report breaks it down to 5 categories LOCATION: Where is beverage cost too high? The report breaks it down to 8 outlets TIMING: When was the high cost observed first? During what shifts has it been observed since? MAGNITUDE: What is the extent of the problem? (percent) & how many sub-categories are affected?
Changes
When you have explored DISTINCTIONS in the 4 dimensions, you can ask:
Does the distinction suggests a CHANGE?
In our example, lets assume that the beverage cost has always been to high (no change has triggered a drop of performance, it is therefore a DAY ONE problem)
In Summary
Deviation Statement: DIMENSIONS IDENTITY LOCATION TIMING MAGNITUDE
SPECIFIC QUESITONS PERFORMANCE DEVIATION CLOSEST LOGICAL COMPARISON WHAT IS DISTINCTIVE ABOUT?
Somewhere in the list of distinctions and changes that emerge during PA, lies the explanation of CAUSE, provided that all relevant information about the problem has been obtained and included.
In our example, a category of beverage clearly stands out
Effect
Environment
Management
Material
IF (probable cause) is the true cause of the problem, then how does it explain why the cost of (IDENTITY) is observed only at (LOCATION)?
In Conclusion
The LOGIC of Problem Analysis defends conclusions that support FACTS, it sets aside those that cannot. It is a process that makes good use of the EXPERIENCE and JUDGMENT we possess. It helps us to use both in the most SYSTEMATIC and OBJECTIVE way possible.
SpecificationDistinctions?
Changes?