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Problem Solving - Competency

• Pinpoints the issues that have arisen or are expected to arise.
• Quantifies the discrepancy between expected outcomes and measures of performance.
• Clearly articulates expected outcomes and the current situation to foster a shared understanding of the problem among stakeholders.
• Identifies the problems that have occurred or are likely to occur.
• Illuminates the problem by identifying the gap between expected outcomes and the current situation.
• Communicates goals and the present situation to ensure everyone understands the problem.
• Clarifies objectives and the current scenario to help employees grasp the problem.
• Establishes the issue(s) that have gone wrong or are about to go wrong.
• Assesses the size and impact of the problem to better understand where resources may be needed.
• Recognizes the challenges that have emerged or are about to emerge.
• Skilled at quickly diagnosing issues, identifying root causes, and developing and implementing effective solutions in the workplace.
• Determines what needs fixed, its root causes, and the correct solutions to be implemented.

• Effective in solving difficult problems.
• Solves difficult problems with ease.
• Effective in solving problems.
• Focuses solutions on closing the gap between expected outcomes and the current situation.
• Is a good problem solver and decision maker.
• Effective problem-solver
• Utilizes concrete measures of the gap between expected and observed outcomes so that the effectiveness of solutions can be determined.
• Able to solve problems that involve political biases, conflicting evidence, and/or lack of data.

• Conducts a meticulous investigation of incidents to ensure no possible cause is overlooked.
• Is able to isolate the main problem.
• Pinpoints the origins of the issue to tackle the root causes and solve the problem at its source.
• Ability to solve problems at root cause rather than at symptom level.
• Diagnoses the root causes of problems.
• Solves problems at root cause rather than at symptom level.
• Closely examines all the contributing factors to identify the root cause of issues.
• Actively seeks the root cause of a problem.
• Able to solve problems at root cause rather than at symptom level.
• Conducts a thorough and careful analysis of the underlying causes of problems.
• Understands the root causes of problems.

• Analyzes systems and processes for opportunities to gain efficiency.
• Gets accurate information about what went wrong.
• Able to conduct a thorough Critical Incident interview.
• Infers important trends from data.
• Asks the right questions to size up or evaluate situations.
• Gathers input from various team members helps to ensure that the problem is fully understood from all angles, reducing the risk of oversight.
• Determines what facts are relevant.
• Accurately evaluates the implications of new information or events.
• Gathers information on the problem and each solution, covering costs, benefits, risks, feasibility, and business impact.
• Solicits information about the problem from team members.
• Adept at conducting an exhaustive Critical Incident interview.
• Gathers input from staff for use in problem solving.
• Collects relevant information and data.
• Asks the "right" questions to size up or evaluate situations.

• Able to balance the needs of different people in a solution to a problem.
• Creates a table or chart to compare the solutions side-by-side across all evaluation criteria.
• Able to meet the needs of different constituents in the solution of a problem.
• Open to the suggestions of others when working on a problem.
• Has the ability to compare "best practice" performance to current situation and affect improvements.
• Acknowledges the unique viewpoints and perspectives of other team members to lead to more innovative and comprehensive solutions.
• Clearly documents the decision-making process, including the evaluation criteria, the scores or rankings of each solution, and the reasons for selecting the chosen option.
• Evaluates whether the necessary resources (budget, personnel, time, technology) are available to implement each solution.
• Selects the solution that best addresses the problem's objectives, aligns with business priorities, and is feasible to implement.
• Evaluates alternative courses of action.

• Modifies approaches and solutions to fit changing circumstances or unexpected obstacles.
• Demonstrates flexibility in problem-solving with a diverse array of methods and resources suited to various scenarios.
• Quickly adapts and changes course as new information emerges or the situation evolves.
• Utilizes a variety of approaches and tools to tackle issues in various contexts.
• Possesses a broad skill set and toolkit to address different challenges effectively.
• Is comfortable with uncertainty and can work effectively even when all the information is not yet available.
• Adapts to different problems by applying a wide range of strategies and techniques.
• Effectively uses a variety of problem-solving/analytical approaches to address challenges within the Area.
• Is smooth and seamless in transitions between different ideas and approaches, avoiding getting stuck in one line of thinking.
• Is a versatile problem-solver with a wide range of tools and techniques at their disposal to apply them appropriately to different situations.

• Assessing whether the proposed solutions are practical and achievable.
• Weighs the pros and cons of proposed solutions.
• Solves problems that have difficult or conflicting constraints.
• Able to solve problems with multiple criteria that need to be met.
• Analyzes the potential success of proposed solutions.
• Assesses the extent to which proposed solutions would lead to success.
• Solves problems that require several different criteria or constraints.
• Analyzes both the potential risks and benefits associated with each proposed solution.

• Generates alternative solutions to problems and challenges.
• Allows team members to build on each other's ideas, leading to the development of more refined and robust solutions.
• Creates an environment where team members feel free to share their thoughts and ideas without fear of criticism.
• Strengthens team cohesion and communication to facilitate effective brainstorming sessions.
• Brings together individuals with different backgrounds, skills, and viewpoints, brainstorming harnesses a wide range of insights.
• Generates a wide range of possible solutions.
• Uses a structured process to evaluate ideas generated from a brainstorming session based on their feasibility, cost, potential impact, and alignment with business goals.
• Chooses a diverse group with relevant expertise and perspectives for a brainstorming session.
• Values the diversity of thought that can uncover unique angles and approaches that might not emerge in a more homogeneous group.
• Facilitates rapid development and exchange of ideas.
• Identifies and assesses all potential responses to a problem.

• Uses tools like Gantt charts and resource calendars can help visualize and manage solutions.
• Uses charting tools to identify patterns in data.
• Makes judgments based upon relevant information.
• Analyzes the information available, considers alternatives, makes the best choice available.
• Solves problems using logic and insight.

• Develops innovative solutions to problems.
• Ability to develop innovative solutions to problems.
• Able to develop innovative solutions to problems.
• Identifies fresh approaches and shows a willingness to question traditional assumptions.
• Develops creative solutions.
• Generates innovative and practical ideas and approaches.
• Effective in developing innovative products and services.
• Uses creative thinking to develop new solutions to problems.
• Finds creative ways to get things done with limited resources.

• Analyzes alternatives and selects a course of action.
• Identifies potential courses of action.
• Conducts a cost-benefit analysis for each solution to determine its financial viability and potential return on investment.
• Selects the solution best aligned with the department's goals.
• Compares analogous situations transferring insights to new situations.
• Uses a consistent method to evaluate each potential solution against the defined criteria.
• Evaluates potential solutions based on cost, feasibility, and probability of success.
• Determines the impact of recommended solutions.
• Compares the proposed solutions against each other and against any existing solutions to determine which one is likely to yield the best results.
• Decides which alternative solutions would have the greatest chance of success.

• Establishes a timeline for implementation and organizes the needed supplies and equipment.
• Implements actions as planned to address the problems.
• Sets realistic deadlines for each action step and for the overall completion of the solution.
• Implements effective solutions to critical problems.
• Implements solutions and evaluates results.
• Implements solutions to solve the problem.
• Creates a project plan to implement the solution and collects all required resources.
• Develops and implements clear guidelines and protocols for handling tasks.
• Assigns individuals the responsibility for completing separate phases of the implementation.
• Develops a schedule and gathers the necessary materials and tools.

• Identifies and analyzes potential risks in advance.
• Routinely checks and maintains equipment, systems, or processes to catch any signs of wear or inefficiency before they turn into bigger issues.
• Ensures that team members have the necessary training and are informed about best practices and procedures.
• Anticipates potential problems dealing with them in advance.
• Invests in training and development programs to equip team members with the skills and knowledge they need to identify and solve problems effectively.
• Takes preventative action to address issues before they become difficult to manage.
• Fosters a willingness to experiment and try new things, even if there's a risk of failure.
• Encourages team members to suggest ways to enhance efficiency, reduce waste, and prevent potential problems.

• Create a timeline for completing the action steps including deadlines for each task and milestones to be achieved.
• Clearly communicates the action plan to all employees, including team members, management, and other affected parties.
• Ensures that team members stay on track to implementing the solution and address any issues that arise.
• Identifies and assembles the necessary resources (e.g., budget, tools, equipment, personnel) required to implement the action plan.
• Identifies all stakeholders who need to be kept informed about the action plan and its progress.
• Establishes the sequence of tasks, taking into account dependencies.
• Sets up clear communication (e.g., regular meetings, email updates, project management software) to keep employees updated of action plans.
• Determines the order in which the action steps need to be completed including steps that may be dependent on others.
• Plans the order of actions, considering any interdependent steps.
• Establish clear, measurable goals that the action plan aims to achieve.

• Prioritizes which problems to address issues based on their potential impact on the business.
• Allocates resources strategically to areas with higher risk potential.
• Ensures that critical aspects of the solution to the problem are well-supported and less likely to encounter issues.
• Identifies the specific resources required to tackle different aspects of a problem and then assigns the resources where they'll have the greatest impact.
• Ensures that the right resources are available when and where they are needed, speeding up the problem-solving process.
• Maximizes the return on investment in problem-solving efforts by using resources wisely.
• Optimizes resource utilization, reducing waste and maximizing efficacy of the solutions implemented.
• Establishes realistic budgets consistent with strategic objectives
• Assigns the right people with the right skills to the right tasks taking into account experience, expertise, and availability.
• Strategically distributes resources (people/time/money) to maximize chances of solving the problem efficiently and effectively.

• Gathers relevant data to track the solution's performance and identify any trends or patterns.
• Provides a comprehensive assessment of the solution's overall effectiveness, efficiency, and impact, often including both quantitative and qualitative data.
• Creates systems for gathering and acting on feedback from employees, customers, and stakeholders.
• Conducts ongoing monitoring and follow-up to ensure the solution's continued success and to catch any unintended consequences.
• Continuously monitors performance after implementing a solution to ensure it remains effective.
• Uses data analytics to identify patterns and trends that may indicate emerging issues.
• Measures the solution's impact on the desired outcomes and identifyies any deviations from the expected performance.
• Links process improvement and results improvement
• Selects operating indicators to track organizational performance over time and communicates current status to the organization
• Implements the ongoing tracking of key metrics and indicators to ensure the solution continues to perform as expected.

• Reacts to unforeseen consequences of implemented solutions to problems.
• Able to respond swiftly to keep the problem-solving process moving forward without unnecessary delays.
• Regularly assesses the situation and the effectiveness of solutions.
• Remains calm and composed under pressure to think clearly and respond appropriately to unforeseen challenges.
• Leverages available resources efficiently and is quick to find alternative solutions when obstacles occur.
• Flexible and willing to adjust their approach when new information or changes in the environment arise.
• Is flexible and adjusts the solution as needed based on the monitoring data and feedback received.
• Reacts to problems as they arise.

• Involves team members in discussions and planning to gain their endorsement before rolling out a new solution.
• Secures the employees' agreement and commitment prior to implementing changes to prevent resistance.
• Involves the department in the problem-solving process to foster a sense of collective responsibility and investment in the outcome.
• Gets buy-in from constituents before implementing solutions.
• Encourages the sharing of information, concerns, and ideas to prevent problems from being overlooked.
• Works cooperatively with others to solve problems.
• Involves team members in conversations about the problem to improve communication and teamwork, which helps in finding and applying the best solutions.
• Engages employees in the decision-making process to ensure their support before introducing a solution to a major problem.

• Remains resilient and motivated when encountering challenges or setbacks.
• Stays positive and driven despite obstacles.
• Works diligently until the problem is solved.
• Keeps a positive outlook and perseveres through challenges.
• Maintains a strong and determined attitude in the face of difficulties.
• Works extra as needed to find the best solution to a problem.
• Bounces back from setbacks and learn from failures, adapting and adjusting approaches as needed.
• Demonstrates unwavering persistence even when facing setbacks.
• Assumes new and difficult challenges and manages them as opportunities.