ESC Plans, Programs Directorate to host Brown-Bag Lunch

  • Published
  • By Michelle Faucher
  • Electronic Systems Center Plans and Programs Directorate
HANSCOM AIR FORCE BASE, Mass. --  In lieu of the Air Force Smart Operations for the 21st Century Office's promotion of their 8-Step Problem Solving Method to all Airmen, the Electronic Systems Center Plans and Programs Directorate will be hosting a brown-bag lunch Aug. 5 to educate the ESC community about the process in the ESC/XP conference room, Building 1618, Room 201. 

Since September 2008, the Air Force has been encouraging the use of the 8-Step Problem Solving Method through commentaries on Air Force Link written by the AFSO21 office, articles on the site documenting new practices developed as a result of the 8-Step Method, and even incorporating it into a unit on decision-making as part of the Squadron Officer School curriculum. 

"There are many tools to be used within the 8-Step Problem Solving Process," said Michael Gotschall, ESC Plans and Programs Directorate, Strategic Transformation and Planning Division chief, "and finding the root cause to the problem is the most important step--it drives all the other actions." 

According to an April commentary by Ed Constantine, 354th Fighter Wing AFSO21 Office, the 8-Step Method focuses on the five "why's" to find the root of the problem rather than the five "W's," who, what, where, when and why, which address the symptoms of the problem. "It is the process of repeating the question 'Why?' five times, more or less, until you have found the root cause," he wrote. 

The example he uses is finding the cause of excessive bird droppings on the Lincoln Memorial. He said the cleaning crews were using too many resources to clean the memorial, so they asked "why?" It was the birds. Why? They found that the birds were there to eat the bugs. Why? The bugs were there because of the lights. Why? Bugs are attracted to the lights. Mr. Constantine said the grounds crew turned on the lights an hour later and eventually bugs stopped showing up, thereby solving the bird-dropping problem. 

This problem solving model can also be, and has been, used to get at the root cause of UCI findings, to determine why program schedules have slipped, or to better understand why someone has high blood pressure. The 8-Steps are: 

1. Identify the problem. What is the problem? Listen to the voice of the customer and investigate the problem first hand. While observing the problem it is especially critical to note if it is disrupting the organization's mission or vision. 

2. Break down the problem and identify performance gaps. It is important to truly understand the organization's current status. What is the actual performance gap? This can be determined through data collection and analysis. 

3. Set improvement target. What are those goals and targets? How can the organization close the gap mentioned in the second step? 

4. Determine root cause. There are a number of tools that can help determine the root cause such as brainstorming, asking the 5 Why's, and using fishbone diagrams or Pareto charts. 

5. Develop Countermeasures. Develop a balanced, specific, measurable, action-oriented, realistic, time-based (B-SMART) action plan to attack the root cause and reach appropriate targets. 

6. See Countermeasure Through. Execute the action plan. 

7. Confirm Results and Process. Collect data to ensure that the finding has been appropriately addressed, the root cause has been resolved and the action plan is complete. 

8. Standardize Successful Processes. Update documentation with new processes; collaborate with other units, wings and organizations. Continue metric collection and data analysis to ensure a complete resolution. 

"Most problem solving breakdowns occur relative to improper root cause identification," Mr. Gotschall said. "Take the time and use the AFSO21 tools to help you seek the root cause of the problem. The process improvement tools within AFSO21 are here to help you streamline your processes and generate efficiencies to improve combat capabilities. Even good processes can be made better." 

The brown bag lunch will be held from 11 a.m. to noon. Anyone that would like to attend should email the ESC AFSO21 Program Office at esc.afso21.program@hanscom.af.mil.