Organization Problem Solving Strategies

This document discusses the problem faced by the System Maintenance Controller (SMC) section of Bahrain Air Navigation Services Company (BANS) and the steps taken to solve it. It covers topics such as problem description, information gathering, decision-making techniques, and implementation and communication of decisions. The document also includes a bibliography of relevant sources.

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Running Head: ORGANIZATION PROBLEM SOLVING STRATEGIES
ORGANIZATION PROBLEM SOLVING STRATEGIES
Name of the Student
Name of the University
Author Note
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1ORGANIZATION PROBLEM SOLVING STRATEGIES
“Solving problems and making decisions ILM Assignment”
Name: FAWAZ
Position: System Maintenance Control Supervisor
Company: Bahrain Air Navigation Services Company (BANS)
Bahrain International Airport
Kingdom of Bahrain
Email: [e-mail]
Background:
My name is Fawaz. I work for Bahrain Air Navigation Services Company (BANS). I have worked with the
company since its establishment in 2016 as the supervisor of the system maintenance controller (SMC) section.
SMC section is located in the Eastern Province of Bahrain. Systems Maintenance Controller (SMC) Section is
one of the sub-divisions located in five regions covering the navigational equipment maintenance around the
Kingdom. System Maintenance Controllers (SMC)are responsible for monitoring the status of all navigational
equipment used by aircrafts to take off, fly and land at airports that under our region responsibility 24l7. SMC

2ORGANIZATION PROBLEM SOLVING STRATEGIES
shalllog and report any navigation equipment failure immediately and accurately by the phone to the Central
Maintenance Controller with all details. The central maintenance controller will then receive the problem
details and immediately instruct the competent engineer to respond to the failure and repair it as soon as
possible without any delay to complete the maintenance or repairing cycle. My SMC section contains of seven
employees called System Maintenance Controllers (SMC). My job description as a section supervisor is to
follow up and monitor System Maintenance Controllers (SMC)daily activities to ensure all their outputs are
accurate and perfect with no mistakes.
The purpose of my company, Bahrain Air Navigation Company (BANS) is to manage the sky professionally, to
secure the lives of passengers. The mission of the company is to provide safe, reliable and cost-effective
services through investing in people, technology and strategic partnership.
Note: I will refer inside the assignment contents for my existing organisation Bahrain Air Navigation
Services name by (BANS) andfor my section System Maintenance Controller by (SMC).
Section 1:
Know how to describe a problem, its nature, scope and impact.
AC1.1
Describe a problem, its nature scope and impact.
The problem is located in my System Maintenance Controller (SMC) section.The problem is many complaints
from the CentralMaintenance Control unit on our sub-maintenance control unit (SMC). The problem is that our
section System Maintenance Controllers (SMC) do not call on time when a navigational equipment malfunction
occurs in our region, but they have a delay in reporting to faults. The malfunction report details provided are
not full or accurate enough. Their English language is weak; it is difficult to understand the malfunction report
details clearly. The result of inefficient reporting is the Central Maintenance control Unit cannot respond
correctly or they may respond wrongly due to not receiving clear or delayed report from (SMC). This may
cause not responding to fix the problem or delay of repair. The scope of the problem lies in failure of

3ORGANIZATION PROBLEM SOLVING STRATEGIES
implementing the required reporting procedures and policies efficiently and correctly by System Maintenance
Controller (SMC). The impact of this problem may affect the safety of the aviation in the region, which is
totally unacceptable. This issue has to be solved before it gets worse.
- SMC staff Names are:
Ahmed
Abdulwahab
Abdullah
Fouzi
Juneri
Ali
Daif
- Solution Hints:
1- No more reporting by phone, New reporting maintenance system was installed. The new system uses
internet to communicate instantly with the Central Maintenance Control Unit. Supervisor can log in to
the system anytime anywhere to monitor SMC activities. The new system has a spilling correction
feature, so no more miss understanding in communication with central maintenance control unit in case
of any failure reporting.
2- To prevent SMC to leave the office many times during the shift to go to the far break room to get some
coffee for example, new break room built inside the SMC office. SMC office renovated and new and
comfortable chairs have been brought to make SMCs more comfortable and happy.
3- Refresher training course has been assigned for SMCs to be taken each year once.
4- SMC procedure has been updated and distributed.
5- One new SMC haired to assist the rest for covering shifts.

4ORGANIZATION PROBLEM SOLVING STRATEGIES
6- English course has been scheduled for each SMC to attend during the year 2019.
Results:
NO MORE COMPLAINS FROM CENTRAL MAINTENANCE CONTROL UNIT.
Problem Cause and Effect (“Fishbone”) Diagram

5ORGANIZATION PROBLEM SOLVING STRATEGIES
Only one
controller
covering the shift
No updated
procedure
No Refresher
Training
Old model of
maintenancesys
tem device
No internet
source
No break room
close to the office
Old and not
comfortable Office
Chairs
Poor
Knowledge
Poor English
Language
Manpower Method Machine
Material Environment
SMC
Inefficient
Reporting

6ORGANIZATION PROBLEM SOLVING STRATEGIES
Section 2:
Know how to gather and interpret information to solve a problem.
For the purpose of gathering information first a survey should be conducted. For the purpose of gather
the information about the problem, the survey will be one of the greatest ways. IN this case first a population
needs to be selected. After that the person willing to conduct this survey have to select a favourable sample
size. At the time of selecting the ample size first. After the selecting of the relevant sample, a person needs to
look after the fact that, the persons selected under the favourable sample size needs to be those who has
encountered the same problem. First the person needs to distribute the survey questionnaire to the selected
people of the organization. After that they will be instructed to fill up the questionnaire being unbiased to the
organization. They will also be assured that their identity as well as personal details will be kept confidential.
The result of the survey will reveal the details about the
AC 2.1
Gather and interpret information to identify possible solutions to a problem.
Answer:
Several research methods can be used to gather information. These are-focus group, personal
interviews, Telephone surveys, survey through e-mail. After the gathering of information, the next step is to
interpret the information. There are several tools, procedures that can be implemented to interpretation
information collected through several research methods. One of these tools are Check sheet. In order to find an
appropriate solution of this problem, check sheet will be an appropriate interpretation tool. Using check-sheet,
the data collected can be interpreted in a structured manner. Control chart can also be considered as an useful
instrument to search an effective solution, as control chart helps in analysing all the changes occurred due to a
problem. Again for the purpose of analyzing the frequency distribution and find out the relationship between
problems and causes, histogram and scatter diagram may be used.

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AC 2.2
Prepare a summary of the options providing facts and evidence.
Answer:
In a nutshell, it can be sad that, navigational equipment used by aircrafts to take off, fly and land at airports that
under our region responsibility 24l7. SMC shalllog and report any navigation equipment failure immediately
and accurately by the phone to the Central Maintenance Controller with all details. The central maintenance
controller will then receive the problem details and immediately instruct the competent engineer to respond to
the failure and repair it as soon as possible without any delay to complete the maintenance or repairing cycle.
My SMC section contains of seven employees called System Maintenance Controllers (SMC). My job
description as a section supervisor is to follow up and monitor System Maintenance Controllers (SMC)daily
activities to ensure all their outputs are accurate and perfect with no mistakes. For the purpose of gathering
information first a survey should be conducted. For the purpose of gather the information about the problem,
the survey will be one of the greatest ways. IN this case first a population needs to be selected. After that the
people willing to conduct this survey have to select a favourable sample size. At the time of selecting the ample
size first.
Section 3:
Know how to evaluate options to make a decision.
AC 3.1
Apply a simple decision-making technique to evaluate options to arrive at the best solution.

8ORGANIZATION PROBLEM SOLVING STRATEGIES
Answer:In this case, approaching the best solution will require adoption of an ideal and systematic technique to
formulate decisions. The ideal decision-making technique in this case, will be the a logical as well as ordered
process, which can be used as an instrument to deal with the parameters used to evaluate a decision-
uncertainty, complexity, high-risk consequences, alternatives, interpersonal issues.
The systematic decision-making technique will follow a seven-step approach. This seven step approach
will be helpful to abolish the chances to overlook any of the factors that are multiplying the dreadful impacts of
the issue.
For instance, the first step of the systematic decision-making technique will be the creation of an
environment which is constructive. This step includes the adoption of a constructive approach to estimate as
well as analyse the number of stakeholders. The second step will involve Minute investigation of the scenario.
This step will be fruitful to point out the roots of the problem, core factors multiplying the effects of the
problems as well as the ways to eliminate those factors. This step of investigation will be followed by the step
of generation of alternatives. In this step all the alternative ways to put a stop to the problem will be analysed.
This will be immediately followed by the step of exploring options. After all the options are explored, the next
step will be the selection of the best solution for this problem. Both the exploration as well as selection of the
best solution will be will be evaluated on the basis of some factors. These are-consumption of time,
consumption of money and also consumption of energy and simplicity. In other words, at the final step, the
very decision will be selected as the most effective decision which is capable of suggesting a solution that
consumes the least amount of time, money, energy and less complicated as compared to the other solutions.
Section 4:
Know how to plan, monitor and review the implementation and communication of decisions.
For the purpose of planning the decision first a meeting will be conducted, in which the systematic decision-
making technique will be implemented to formulate the best decision. A report will be prepared which will
elaborate as well as identify the causes of the problem. After the decision is taken, for the purpose of effective

9ORGANIZATION PROBLEM SOLVING STRATEGIES
implementation, short and long-term goals should be formulated. This will be helpful to solve the problem
related to SMC shalllog and report any navigation equipment failure immediately and accurately by the phone
to the Central Maintenance Controller with all details. The central maintenance controller will then receive the
problem details and immediately instruct the competent engineer to respond to the failure and repair it as soon
as possible without any delay to complete the maintenance or repairing cycle. My SMC section contains of
seven employees called System Maintenance Controllers (SMC).
AC 4.1
Plan the implementation and communication of the decision.
Answer:
In order to plan and implement decisions, first the managers will be informed of the causes identified
along with the shorter and also greater goals. After that they should be instructed to prepare a three-layer
structure of communication, so that all the short as well as long run goals and the reason behind formulating the
goals can easily be communicated to the lower ranked employees. The three-layer structure will look like a
pyramid. On the top layer there will be the directors, at the middle there will be the department managers. At
the bottom there will be the lower rank employees or staffs.

10ORGANIZATION PROBLEM SOLVING STRATEGIES
AC 4.2
Describe which monitoring and review techniques could be used to evaluate outcomes.
Answer:
One of the popular monitoring and review techniques, which is effective to conduct an appropriate evaluation
of the problem, is Gnatt chart. Gnatt chart can be utilised to plan schedule as well as reviewing the probable
outcomes of the decision taken. Again PDSA can also be implemented for the purpose of conducting a minute
review of all the probable outcomes. PDSA is the abbreviation for Plan Do Study Act. It is a cyclical tool to
monitor and review outcomes. Four stages of PDSA cycle are Plan, Do, Study, Act. In the first stage a design
for the test or review is formulated. In the second stage, the test is carried out. In the third stage, the data before
and after the review are analyzed. In the Final stage, the decisions to reach the favourable outcomes are
implemented. Another monitoring technique that can be used in this case is, the horizontal and vertical
monitoring. Here vertical monitoring means monitoring the activities of employees of all ranks. Whereas the
horizontal monitoring means monitoring the activities of the employees of the same rank, for example, clerks,
department managers and executives.

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