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Evidence Guide: MSS407012 - Lead a process to determine and solve root cause for a complex problem

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

MSS407012 - Lead a process to determine and solve root cause for a complex problem

What evidence can you provide to prove your understanding of each of the following citeria?

Recognise complex problem

  1. Identify a complex issue which needs to be addressed.
  2. Undertake an initial investigation of the issue.
  3. Determine initial areas of expertise and data which may be required to analyse the problem.
  4. Develop an initial definition of the problem.
Identify a complex issue which needs to be addressed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake an initial investigation of the issue.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine initial areas of expertise and data which may be required to analyse the problem.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop an initial definition of the problem.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop problem-solving methodology

  1. Draft a problem-solving methodology.
  2. Develop required approaches and protocols for obtaining required data and information.
  3. Establish group to assist with problem solving.
  4. Allocate tasks, responsibilities and reporting arrangements to group.
  5. Develop arrangements for consultation with required people outside of group.
Draft a problem-solving methodology.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop required approaches and protocols for obtaining required data and information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish group to assist with problem solving.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate tasks, responsibilities and reporting arrangements to group.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop arrangements for consultation with required people outside of group.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse problem

  1. Apply methodology.
  2. Obtain data/information.
  3. Review problem definition.
  4. Review methodology.
  5. Obtain additional data/information as required.
Apply methodology.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain data/information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review problem definition.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review methodology.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain additional data/information as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify root cause

  1. Map causal links for the problem.
  2. Determine indicators of the problem or the problem precursors.
  3. Identify causes which can be controlled/brought under control.
Map causal links for the problem.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine indicators of the problem or the problem precursors.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify causes which can be controlled/brought under control.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a solution

  1. Develop solutions for controllable causes.
  2. Determine benefit/cost for proposed solutions.
  3. Investigate proposed solutions for efficacy.
  4. Select the best available solution.
  5. Obtain necessary support and authorisations for proposed solution.
Develop solutions for controllable causes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine benefit/cost for proposed solutions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate proposed solutions for efficacy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select the best available solution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain necessary support and authorisations for proposed solution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check problem is solved and standardised

  1. Monitor indicators of problem/problem precursor.
  2. Review problem solution/implementation as required.
  3. Ensure appropriate solution is standardised.
Monitor indicators of problem/problem precursor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review problem solution/implementation as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure appropriate solution is standardised.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Develop 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/information.

3.3

Review problem definition.

3.4

Review methodology.

3.5

Obtain additional data/information as required.

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/brought under control.

5

Develop a solution

5.1

Develop solutions for controllable causes.

5.2

Determine benefit/cost for proposed solutions.

5.3

Investigate proposed solutions for efficacy.

5.4

Select the best available solution.

5.5

Obtain necessary support and authorisations for proposed solution.

6

Check problem is solved and standardised

6.1

Monitor indicators of problem/problem precursor.

6.2

Review problem solution/implementation as required.

6.3

Ensure appropriate solution is standardised.

Required Skills and Knowledge

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

Develop 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/information.

3.3

Review problem definition.

3.4

Review methodology.

3.5

Obtain additional data/information as required.

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/brought under control.

5

Develop a solution

5.1

Develop solutions for controllable causes.

5.2

Determine benefit/cost for proposed solutions.

5.3

Investigate proposed solutions for efficacy.

5.4

Select the best available solution.

5.5

Obtain necessary support and authorisations for proposed solution.

6

Check problem is solved and standardised

6.1

Monitor indicators of problem/problem precursor.

6.2

Review problem solution/implementation as required.

6.3

Ensure appropriate solution is standardised.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and include the ability, for one (1) or more complex problems, to:

undertake complex problem identification

establish appropriate methodologies, including establishing team responsibilities, to achieve root cause identification

prioritise solutions

recommend solutions and implementation procedures within the organisation and the value stream

evaluate implementation of solutions

standardise solutions.

Must provide evidence that demonstrates sufficient knowledge to interact with relevant personnel and be able to lead a problem-solving process, including knowledge of:

organisational goals, products and processes

sources of data (actual and possible) within the organisation and the value stream

understanding of the techniques and methodologies of formal problem solving

data required for problem solving and alternative/proxy data sources

benefit/cost analysis.

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Competitive systems and practices include one or more of:

lean operations

agile operations

preventative and predictive maintenance approaches

statistical process control systems, including six sigma and three sigma

Just in Time (JIT), kanban and other pull-related operations control systems

supply, value, and demand chain monitoring and analysis

5S

continuous improvement (kaizen)

breakthrough improvement (kaizen blitz)

cause/effect diagrams

overall equipment effectiveness (OEE)

takt time

process mapping

problem solving

run charts

standard procedures

current reality tree.

Complex problem includes one or more of:

requires going into the value stream for data/information

is wider than just applying to a single job

applies to less common solutions or problems

requires a higher level of knowledge and skill

requires significant specialist knowledge

requires significant specialist skill

requires more theory/understanding of technology or process

data is not easily available and may need particular strategies to obtain

requires overcoming resistance from people, including employees, customers or suppliers

requires extracting data not regularly reported from SCADA or similar systems

the problem and/or proposed solutions require reporting or authorisations from a Board or external authorities, such as licensing or regulatory bodies.

Problem recognition includes one or more of:

an obvious and current complex problem

an intractable problem which has been known about and ‘lived with’ for some time

a complex problem which has not been previously recognised.

Group includes one or more of:

real (i.e. physical or face to face)

nominal (i.e. never meets and may not know who each other is)

or any combination in between.