PROGEN18          Solve problems in the workplace

Overview

The standard covers the skills and knowledge required to solve problems. You will need to identify issues quickly, solve problems and apply appropriate solutions.  It covers identifying problems, carrying out problem solving activity and rectifying problems.

 

Outcomes

Performance Criteria

You must be able to:      

1.            comply with health and safety requirements and procedures at all times

2.            diagnose problems and keep relevant people informed of progress following standard operating procedures

3.            obtain relevant information relating to the problems

4.            evaluate problems and possible solutions  following standard operating procedures

5.            identify nature and extent of problems

6.            consult with relevant people about the extent of problems and impact on activity

7.            select appropriate solutions to rectify problems following standard operating procedures

8.            monitor outcomes and revise plans of action

9.            communicate proposed solutions to relevant people

10.          obtain feedback on proposed solutions from relevant people

11.          check problems are rectified to the agreed level of acceptability

12.          check information is documented to provide an audit trail following standard operating procedures

13.          implement measures to prevent recurrence of problems

14.          check that the rectifications comply with all relevant regulations and guidelines

15.          implement preventive measures to ensure that there is no recurrence of problems following standard operating procedures

16.          recognise any difficulties and correct them following standard operating procedures

17.          report difficulties outside your control to the appropriate person following standard operating procedures

 

Knowledge & Understanding

You need to know and understand:

1.            relevant health and safety responsibilities

2.            implications of not taking account of legislation, regulations, standards and guidelines when determining solutions

3.            how to access and use appropriate information and documentation systems

4.            how to obtain and interpret drawings, charts, specifications, manufacturers’ manuals, history/maintenance reports and other documents needed in the problem solving process

5.            business needs for problem identification and removal

6.            effects of problems on associated activities

7.            communication techniques used to obtain information

8.            how to involve users/customers in the problem solving process

9.            importance of collecting as much relevant information as possible and collating in a way which facilitates decision making

10.          importance of analysing problems from a variety of perspectives

11.          how to define and verify root causes of problems

12.          importance of involving a range of relevant people in generating possible solutions

13.          the range of possible options available for solving problems

14.          factors to be considered when resolving problems and determining suitable solutions

15.          methods and techniques for evaluating information and how to apply these

16.          how to present possible solutions in a way which helps relevant people to reach an informed and realistic judgement

17.          process used in the organisation to validate the solution to the problem

18.          how to prevent recurrence of problems

19.          importance of maintaining records of the problem solving activities and what needs to be recorded