Application
This unit describes the skills and knowledge required to guide or lead a problem-solving process to solve complex and/or unusual problems. The problem-solving process will usually involve the use of either real or nominal groups to determine the root cause and propose the solution.
This unit applies to managers and/or technical experts who are confronted by complex problems to which they need to develop a solution. The problem may be related to any area or process within the organisation or in the value stream and may have been formally presented to the individual for consideration or arise as part of other work.
The person may or may not have the required technical expertise for the particular problem, although the problem will require technical expertise to be solved. The problem may be capable of being adequately defined at the beginning of the problem solving activity, or may be progressively defined through continued iterations of the problem-solving activity.
No licensing or certification requirements exist at the time of publication. Relevant legislation, industry standards and codes of practice within Australia must be applied.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Recognise complex problem | 1.1 | Identify a complex issue which needs to be addressed |
1.2 | Undertake an initial investigation of the issue | ||
1.3 | Determine initial areas of expertise and data which may be required to analyse the problem | ||
1.4 | Write an initial definition of the problem | ||
2 | Develop problem-solving methodology | 2.1 | Draft a problem-solving methodology |
2.2 | Develop required approaches and protocols for obtaining required data and information | ||
2.3 | Establish group to assist with problem solving | ||
2.4 | Allocate tasks, responsibilities and reporting arrangements to group | ||
2.5 | Develop arrangements for consultation with required people outside of group | ||
3 | Analyse problem | 3.1 | Apply methodology |
3.2 | Obtain data and information | ||
3.3 | Review problem definition | ||
3.4 | Review methodology | ||
3.5 | Obtain additional data and information | ||
4 | Identify root cause | 4.1 | Map causal links for the problem |
4.2 | Determine indicators of the problem or the problem precursors | ||
4.3 | Identify causes which can be controlled | ||
5 | Develop a solution | 5.1 | Develop solutions for controllable causes |
5.2 | Determine cost benefit for proposed solutions | ||
5.3 | Investigate proposed solutions for efficacy | ||
5.4 | Select the best available solution | ||
5.5 | Obtain support and authorisations for proposed solution | ||
6 | Check problem is solved and standardised | 6.1 | Monitor indicators of problem and problem precursor |
6.2 | Review problem solution and implementation | ||
6.3 | Confirm solution is standardised | ||
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Sectors
Not applicable
Competency Field
Competitive systems and practices