Abstract

By enhancing the first two steps of its long-standing problem solving process (classic PSP), Xerox has created an advanced methodology (A-PSP) that is more effective in certain situations. The original PSP concept was introduced in the early 1980s. It has been an excellent methodology, but in the early 1990s it seemed to become less effective. Diagnosis revealed shortcomings like inadequate choice and definition of problems and too much recycling between problem definition and causal analysis. A-PSP handles these shortcomings by adding detail to the first two steps of the classic PSP method. Step 1 now consists of: documenting the problem topic, confirming its relevance, developing a measurable problem statement, narrowing the problem, and rewriting the problem statement. Narrowing the problem is a key activity aided by tools such as viewpoint analysis and Pareto logic. Step 2 now consists of: generating potential causes, performing 5-Why analysis, prioritization, confirming root cause analysis, and selecting and organizing the root causes. The 5-Why analysis enhances the classic brainstorming technique, while additional filters and fact-based analysis improve the root-cause investigation. SolvingRight software helps teams decide whether classic PSP or A-PSP is appropriate for given situations. For example, A-PSP tends to be more appropriate in complex, cross-functional situations or when a recurring problem proves to be intractable.