Britecon2016 - Problem Solving

Problem SolvingFor Technology

Phil Reynolds CEO / Founder BriteCore

Problems are Frustrating!

Ever Felt Like This?

Or This?

Suit Guys Fault!Sweater

Guys

Fault!

I feel like I bought a Ferrari but I cant roll the windows up and down.- Anonymous Client

Technology issues are so complex.

Building Blocks

Produce a Stable Stack

Or a Mess

Planning greatly reduces errors.

You will still encounter hurdles.

Train for problems

Read This!

Overcome

1. There is no answer you have to find it.

2. Solutions are very technical.

3. Sometimes you wont like your options.

4. Requires mental flexibility.

5. Processes require discipline.

Problem Solving Isnt Easy!

You can achieve consistent positive

technology outcomes by following a

consistent process.

1. Stay Calm

2. Identify the Problem

3. Understand the Problem

4. Define Your Goal

5. Develop Solutions

6. Measure Results

Problem Solving Blueprint

Stay Calm

Identify the Problem

Understand the Problem

Define Your Goal

Develop Solutions

Measure Results

Step 1 Stay Calm

1. Identify the Problem

Dont Panic.

Great way to teach yourself how to stay calm

is to understand the human brain and

recognize symptoms of stress and anxiety.

Amygdala Sends Alarm Triggering Fight or Flight Response

1. Pituitary Glad Releases ACTH

2. Adrenal Gland Releases Epinephrine

3. Chemical Messengers Release Cortisol

Panic ResponseFight or Flight!

1. Increased Blood Pressure and Blood Sugar

2. Spike in Heart Rate

3. Burst of Energy

4. Muscle Tension

Panic ResponseFight or Flight!

Problem in 25,000 BCE Chased by Mastodon

Problem Today: Delayed Printing

Feels the Same

The Same

NOT

Its Normal to Feel this Way.

To work with people, you need

teamwork and cooperation.

Panic divides people and leads to faulty decisions.

Effects Panic1. Suppresses Pre Frontal Cortex, Inhibiting Rationality

Emotional Outbursts

2. Reduces our Ability to Make Decisions Analysis Paralysis or Self-Destructive Behavior

3. Hyper Awareness of Threat-Related Information Exaggeration and Paranoia

4. Negative Bias Toward Ambiguous Stimuli False Conclusions and Red Herrings

Breathe

KEEPCALM

SOLVEON

AND

Stay Calm



Define Your Goal

Develop Solutions

Measure Results

Step 2 Identify the Problem

To solve a problem, you first have to

see it.

Be Vigilant.

Recognize Patterns

Identify Trends

Spot Anomalies

Need Inputs

Premium Written

Premium Earned

Losses Incurred

Losses Paid

Premium Growth

Application Volume

Expense Ratio

Processing Time Per Policy

Underwriter Productivity

Customer Satisfaction

Time to Closed Claim

Time to Complete Quote

Time to Adopt Initiatives

Data Correlations

Traditional Innovative

Signal to Noise Ratio

Too many inputs is the same as no input.

Solve Traffic Problem

Solve Electrical Problem

Wiring Diagram

Traffic Patterns

1,000 Foot View (Macro)

1 Foot View Micro

Cant See the Forrest for the Trees.

Cant See the Trees for the Forrest.

Some problems can only been

seen through a microscope

Others through a telescope.

Narrow

Procedural

Specific

Micro Macro

Broad

Visionary

Aggregate

Micro and Macro Depend on each other and are equally important.

Pay Attention to Both!

Stay Calm



Define Your Goal

Develop Solutions

Measure Results

Step 3 Understand the Problem

Educate yourself on the topic

Communicate Openly and Honestly


Emphasize Teamwork

Collaboration Yields the Best Results

Admityour failures

Accept Responsibility

1. Honest: Say what you mean.

2. Thoughtful: Choose your words wisely.

3. Clear: Use common vocabulary and concepts.

4. Focused: Stay on message and on task.

5. Non-Violent: NVC is a great technique.

CharacteristicsOf Effective Communication

Read This Too!

Perspective & Context


Context Alters Perspective

Solid Grey

1. Diverse: Consider different viewpoints.

2. Thoughtful: Respect and reflect on options.

3. Neutral: Dont assume intent.

4. Balanced: Tone is contagious.

5. Informed: Knowable questions answered.

CharacteristicsOf Healthy Perspective

Determine Causation


What is the root cause?

Case Study

Case Study

Approval Over Availability.

Who is Responsible?

Case Study

All of us.

All failures are process failures.

Stay Calm



Define Your Goal

Develop Solutions

Measure Results

Step 4 Define Your Goal

Values What do we care about?

https://goo.gl/6f9AlG

Benefit What benefits are we

trying to protect?

Damage How Does This Issue

Harm Benefits?

Goal Clear Picture of What Should be True.

* Note true not done.

Goal Statement

Values: Ease of doing business and Financial Stability. We want to be highly accessible to insureds while minimizing our overhead.

Benefit: Insureds make payments online for convenience which consequently reduces Non-Pay Cancellations for us.

Damage: Some valid credit cards have been rejected in the public gateway preventing insureds from making online payments. This frustrates insureds and increases our Non-Pay cancellations.

Goal: Insureds should able to pay with any valid credit card. If online payment fails, they should be redirected to make a payment through a CSR and reassured that online payments will be restored quickly.

Stay Calm



Define Your Goal

Develop Solutions

Measure Results

Step 5 Develop Solutions

Engage the issue

1. Fear: Dont want to feel weak or vulnerable.

2. Urgency: Deal with the problem later.

3. Overwhelmed: Problem seems too large.

4. Insecurity: Worried about failure or image.

5. Politics: Dislike or disagreement.

Engagement Can Be Tough

1. Just Do It: First step is the hardest.

2. Chunk: Break large projects into small pieces.

3. Proof Of Concept: Learn a little to know a lot.

4. Dates: Give yourself deadlines.

5. Flexibility: Fail early, fail often.

Best Advice

Gather Input Ideas Can Originate Anywhere

Your team can be an idea factory if they see action.

Employees Partners

Advisors Forums

Customers

Communication Two-way communication

is CRITICAL.

Activity Time!

Dialogue, not Directives

Stay Calm



Define Your Goal

Develop Solutions

Measure Results

Step 6 Measure Results

Establish Metrics Track Key Indicators

What Can You Measure?

Iterate, Iterate, Iterate Close the Feedback Loop

Phil Reynolds CEO / Founder BriteCore [email protected]

http://www.slideshare.net/PhilReynolds2

http://www.slideshare.net/PhilReynolds2

Britecon2016 - Problem Solving

Software