The purpose of this assignment is to review the root causes of the problem and all of the previously tried, as well as new, solutions you researched to address the problem. From that information, potential solutions should be ranked based upon how well they meet the needs of the business and address the identified problem. After this process is completed, the best solution for solving the problem within your organization can be selected.
Complete the "Problem Solutions Matrix" spreadsheet using the data and information you collected through research and completion of the Stakeholder Analysis in Topics 2 and 3. In the Solution Design Matrix tab, you will address the solutions previously implemented and compare to the new proposed problem solution for addressing the problem within your organization. Be sure to consider the "Solutions Score" column number when documenting the solutions. Review how to score your solution in the directions on the spreadsheet.
When scoring your solutions, you must also consider the timeline for implementation, costs and benefits to key stakeholders and the greater good, potential roadblocks to implementation, and how you will measure and validate whether a solution is successful in addressing the problem. After all of these have been considered and the solutions have been scored, identify the top three most viable solutions and transfer them to the "Problems Solutions Matrix" Part 2 tab. You will then provide specific resources and data to support the problem-solving strategy and identify the best solution strategy as indicated in the spreadsheet.
This information will be used as part of the Business Proposal Presentation in Topic 7 and the Final Business Proposal in Topic 8. Evidence of revision from instructor feedback will be assessed on the final business proposal.
Complete the "Problem Solutions Matrix" spreadsheet according to the directions and submit it to your instructor.
APA style is not required, but solid academic writing is expected.
This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.
You are not required to submit this assignment to LopesWrite.
Attachments
Solutions Design Matrix
| Problem Solutions Matrix | ||||||
| Directions: You will use this matrix to record previous attempts to address the problem and proposed problem solutions. Complete the columns on the matrix as directed. For the "Previous Problem Solution/Proposed Problem Solution" column, include a detailed description of the solution, including the source of the solution. In the case of a previous solution, the source could be a manager interview, while the source for a proposed solution could be a link to an online reference article or resource. All other columns must rank the specified element as it relates to the solution using a 1, 3, or 5, with 5 being the highest ranking. Note that the "Customer Importance" column is weighted at twice the value of the other categories, since the impact of a solution on customers if of utmost importance. For example, if the solution was very important to the customer experience, it would earn a 5. If that same solution was only a 1 in efficiency and quality, then a 1 would be used in those two columns. If employees were somewhat satisfied with the solution and it was in the middle in terms of cost effectiveness, then both of those columns would be ranked as a 3. When calculated, the overall solution score would be 18. This number could then be used to compare the solution to others as a means of determining whether or not it should receive further consideration for implementation as a problem solving strategy. | ||||||
| Customer Importance | Efficiency | Quality | Employee Satisfaction | Cost Effectiveness | Solutions Score | |
| Previous Problem Solution | Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. | |||||
| Ex: Update and provide more training to Call Center staff | 3 | 1 | 3 | 3 | 1 | 14 |
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| Proposed Problem Solution | Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. | |||||
| Ex: Change CRM rules for highest error categories | 3 | 5 | 5 | 5 | 3 | 24 |
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Problem Solutions Matrix Part 2
| Problem Solutions Matrix Part 2 | |||||||
| Directions: Transfer the data for columns A-G from your original Problem Solutions Matrix spreadsheet file. Complete column H by following using the note provided. | |||||||
| Customer Importance | Efficiency | Quality | Employee Satisfaction | Cost Effectiveness | Solutions Score | Research Data and Examples | |
| Proposed Problem Solution | Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. | NOTE: List specific resources used to find examples, relevant statistics data, and facts regarding the effective implementation of the problem solving strategy in related businessess. Cite all resources using APA format. | |||||
| Change CRM rules for highest error categories | 3 | 5 | 5 | 5 | 3 | 24 | Used data analysis from root cause analysis and hypothesis testing of significant variables to identify high impact solutions. |
| Update and provide more training to Call Center staff | 3 | 1 | 3 | 3 | 1 | 14 | |
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| Directions: In the space below, indicate which problem solution you have selected and justify why you think this will be the most effective way to address the problem you have identified in your organization. | |||||||