Problem Solutions Matrix Directions: You Will Use This Matri ✓ Solved

Problem Solutions Matrix

Directions: You will use this matrix to rec

Problem Solutions Matrix

Directions: You will use this matrix to record previous attempts to address the problem and proposed problem solutions. Complete the columns on the matrix as directed. For the 'Previous Problem Solution/Proposed Problem Solution' column, include a detailed description of the solution, including the source of the solution. In the case of a previous solution, the source could be a manager interview, while the source for a proposed solution could be a link to an online reference article or resource. All other columns must rank the specified element as it relates to the solution using 1, 3, or 5, with 5 being the highest ranking.

Note that the 'Customer Importance' column is weighted at twice the value of the other categories, since the impact of a solution on customers is of utmost importance. For example, if the solution was very important to the customer experience, it would earn a 5. If that same solution was only a 1 in efficiency and quality, then a 1 would be used in those two columns. If employees were somewhat satisfied with the solution and it was in the middle in terms of cost effectiveness, then both of those columns would be ranked as a 3. When calculated, the overall solution score would be 18.

This number could then be used to compare the solution to others as a means of determining whether or not it should receive further consideration for implementation as a problem solving strategy.

Columns: Customer Importance; Efficiency; Quality; Employee Satisfaction; Cost Effectiveness; Solutions Score; Previous Problem Solution.

Rank each item as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. Example entries: 'Update and provide more training to Call Center staff' or 'Change CRM rules for highest error categories'.

Part 2: Directions: Transfer the data for columns A-G from your original Problem Solutions Matrix spreadsheet file. Complete column H using the note provided. List specific resources used to find examples, relevant statistics, data, and facts regarding the effective implementation of the problem solving strategy in related businesses. Cite all resources using APA format.

Sample prompts: 'Change CRM rules for highest error categories'; 'Used data analysis from root cause analysis and hypothesis testing of significant variables to identify high impact solutions.' 'Update and provide more training to Call Center staff'.

Directions: In the space below, indicate which problem solution you have selected and justify why you think this will be the most effective way to address the problem you have identified in your organization.

Paper For Above Instructions

The Problem Solutions Matrix is a structured decision-support tool designed to harmonize past attempts with proposed interventions and a clear, comparable set of evaluation criteria. Its intent is to make trade-offs visible and to prioritize actions that deliver the greatest value to customers while balancing efficiency, quality, employee engagement, and cost. Following a disciplined approach to populate the matrix supports transparent decision-making and aligns stakeholders around an evidence-based path forward (Deming, 1986; Juran & Godfrey, 1999).

1. Structure and purpose. The matrix typically comprises columns for Customer Importance, Efficiency, Quality, Employee Satisfaction, Cost Effectiveness, Solutions Score, and Previous Problem Solution, plus a space for Proposed Problem Solutions. The Customer Importance column is weighted more heavily (often twice the weight) because customer outcomes drive the ultimate value of any solution. This weighting scheme makes it possible to steer resources toward interventions with the strongest customer impact even when efficiency or cost metrics are less favorable (Payne & Frow, 2005).

2. Scoring methodology. Each column is scored on a 1–5 scale, where 5 represents the strongest positive impact. The score for each proposed solution can be aggregated into a Solutions Score using a weighted formula that emphasizes Customer Importance. A common approach is to compute a composite score such as: Solutions Score = 2*(Customer Importance) + Efficiency + Quality + Employee Satisfaction + Cost Effectiveness. The exact weights can be tailored to organizational priorities, but the underlying principle remains: reflect the relative importance of different dimensions and enable comparability across options (Ishikawa, 1982; AMQP/ASQ resources on problem-solving analytics).

3. Data sources and documentation. The column for Previous Problem Solution/Proposed Problem Solution should include detailed descriptions of the solution, including the source, whether it originated from internal interviews or external references (for example, a published article or a best-practice resource). This provenance is essential for traceability and for building a library of validated approaches to inform future decisions (Chen & Popovich, 2003; Parvatiyar & Sheth, 2001).

4. Part 2 and data transfer. Part 2 requires transferring data from an original spreadsheet (columns A–G) to the current matrix and completing Column H as described in the accompanying notes. This step enforces consistency and data integrity when consolidating multiple problem-solving efforts across time and teams (PMBOK Guide, 2017).

5. Research data and examples. In documenting resources used to find examples, include citations to relevant statistics, data, and case studies that support the effective implementation of the problem-solving strategy in similar contexts. APA citations should accompany the references to allow readers to locate the sources readily (APA style guidelines).

6. Selection and justification. The final step asks you to indicate which problem solution you have selected and justify why this appears to be the most effective approach for your organization. Justification should draw on the evidence recorded in the matrix—customer impact, operational feasibility, cost implications, and potential risks—along with any relevant external data (e.g., industry benchmarks) (Deming, 1986; Payne & Frow, 2005).

7. Implementation considerations. After selecting a solution, outline an implementation plan, including milestones, owners, required resources, and a plan for monitoring outcomes. Tie the plan to metrics in the matrix and specify how ongoing data collection will inform future iterations of the solution (Juran & Godfrey, 1999; PMI, 2017).

8. References. Compile a reference list in APA format for all external sources used to justify the proposed solution and to populate the matrix. This list should be included in the final submission (Chen & Popovich, 2003; Saaty, 2008).

References

  • Deming, W. E. (1986). Out of the Crisis. MIT Press.
  • Crosby, P. B. (1979). Quality Is Free. McGraw-Hill.
  • Juran, J. M., & Godfrey, A. B. (1999). Juran's Quality Handbook (5th ed.). McGraw-Hill.
  • Ishikawa, K. (1982). Guide to Quality Control. Tokyo: Asian Productivity Organization.
  • ASQ. (2020). Root cause analysis. https://asq.org/quality-resources/root-cause-analysis
  • Payne, A., & Frow, P. (2005). A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69(4), 167-176. https://doi.org/10.1509/jmkg.69.4.167
  • Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management. MIS Quarterly, 27(2), 37-56. https://doi.org/10.2307/30036536
  • Kumar, V., & Reinartz, W. (2016). Creating Enduring Customer Value. Journal of Marketing, 80(6), 36-68. https://doi.org/10.1509/jm.15.0394
  • Saaty, T. L. (2008). Decision Making with the Analytic Hierarchy Process (2nd ed.). RWS Publications.
  • PMI. (2017). A Guide to the Project Management Body of Knowledge (PMBOK Guide) (6th ed.). Project Management Institute.

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